How can we help?



What is personalization?

Personalization is an added feature of customizing your name onto the product. Based on the design and material of the product, we provide various forms of personalization.

Are there any additional charges for personalization?

All products which can be customized will have an additional charge of RM29.00 to RM39.00 per personalization.

What and how many characters are allowed?

Alphabets A-Z, numbers 0-9 and some symbols ,.-‘& of up to 10 characters are allowed. A ‘space’ is considered a character as well. All characters will be in uppercase or proper case, depending on the products. Please refer to the image thumbnails on the respective product page, as the text case is preset for each product.

Where on the product will the personalization be located?

The location of personalization varies with each product. Please refer to the image thumbnails on the respective product page for reference.

I’ve placed my order. Where can I get a reference of what I have personalized on my item?

Kindly log into your account at The personalization details will be available in your order history.

How long does it takes to receive my order with personalized items?

For orders with personalized items received through : Orders will be sent out within 5 working days.

For walk-in purchases of personalized items at The Gardens Mall showroom: Orders will be ready for collection within 6 hours if purchased before 8pm. Orders received after 8pm will be ready for collection on the next working day.

For walk-in purchases of personalized items at our showroom at Oval Damansara : Orders will be ready for collection within 30 minutes.

Can I exchange or return the product after personalization?

Personalized products are final and cannot be returned, exchanged or refunded. Should you require further clarification, please drop us an email at


1) How do I purchase the bag(s)?

1. Go to

2. Select the product you want to purchase

3. Choose to add a name (personalization) to the product or not. You have two options:

- NO, ADD TO CART: this will add the product to cart with no name. (Your Name will not appear on the product)
- YES, ADD A NAME: this option will launch the personalization popup.

4) Enter your name, select the font, select the color, and add to cart.

5) Proceed to checkout.

2) How do I make payment?

You can securely checkout via:

1. Online Banking - Select iPay88 to perform internet banking via Malaysian banks (, CIMB Clicks, Hong Leong Connect, Bank Islam, PBe, Alliance Online, Ambank, RHB Now, iRakyat, Affin Bank, BSN and FPX)

2. Credit/Debit Cards - Select iPay88.

3) Why is the bag sold out although I have managed to Add To Cart?

We are sorry if you were unable to complete your order. Adding a product to your shopping cart does not guarantee your purchase until you have completed the checkout process.

Our system has a 5-MINUTE RESERVATION function. Customers who manage to reach the Checkout page first, will get to reserve the products for 5 minutes in order to make payment. If they failed to make payment, the products will be made available for purchase again on the website.

TIP #3 (as shared by our fans) - If you encountered ‘Sold Out’ upon checkout during launch, refresh now and again in case some of the products are made available due to payment failure by other customers.

4) Why is my order status ‘Unfulfilled’?

The ‘Unfulfilled’ status indicates that your order has yet to be sent out.
Once it has been sent out, you will receive an email with the tracking number and your order status will be changed to ‘Fulfilled’.

5) Can I amend my shipping address/method for my confirmed order?

If your shipping address/method is inaccurate, kindly email us the following details, and we will try to amend your order accordingly:

Order No:
New Address:
Shipping Method: Poslaju / Self Collect

Note: Our warehouse prepares for shipping very quickly as soon as orders are confirmed. For ready stock items, we only have a 2-hour window to amend your order. As for Pre-Ordered items, our Customer Service Representatives will notify you accordingly if any amendment is still possible.

1) I’m so disappointed. Why are your bags always sold out?

We deeply apologize for the limited stocks. Our bags are semi-handmade in predetermined units, as they are not mass-produced. And due to high demand from customers, our bags are often sold out within a short period of time after launching.

We thank you for your overwhelming support and hope that you will get to own our bags in future launches. Please subscribe to our newsletter and follow us on Facebook and Instagram to get notified on all our product launches before the release.

2) Will the sold out bags be available for Pre-Order?

We may take pre-orders when the next batch is already under production or in queue. This can only be permitted on a case-by-case basis.

Kindly subscribe to our newsletter at and follow us on Instagram and Facebook to check whether pre-orders are available for our bags.

3) Will the sold out bags be restocked?

Our bags are semi-handmade in predetermined units. We may cease production when the agreed quantity limit is achieved.

Hence, do subscribe to our newsletter at and follow us on Instagram and Facebook to check for restocks of our bags!

4) I have made payment weeks ago but I have not received my order.

Kindly check whether you have made payment for a ready-stock item or pre-order item.

For ready-stock items, we aim to dispatch all orders within 48 hours on Monday to Friday (excluding local public holidays).

For pre-order items, you will only receive the order based on the estimated duration stated on our website upon purchase. We appreciate your patience, as our bags are semi-handmade and require ample time to produce.

6) Oh No! The item I received is faulty.

We apologize for the error. We do provide returns and exchanges of product purchased due to manufacturing defects, within 10 days after receiving the product. Please refer to our return policy HERE for more information.


If you can't find the answer to your question on this page, please drop us an email at or text us via WhatsApp +6012-512182 to chat with our friendly Customer Service Representative.

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