FAQ

(A) Website

How to Shop
Q:Do I need an account to shop?

You need to have an account with us to place an order.

Creating an account is an easy 2-step process (bonus point: it's completely free)!

  1. Step 1: Sign up here.
  2. Step 2: Verify your account and shop away!
      1. How do I remove an item from my shopping cart?

Changed your mind? Just remove or amend the quantity of the items in your shopping cart here.

      1. Are items in my shopping cart reserved?

Nope, they're not. That's why we recommend completing your purchase as soon as you can to secure your items - we don't want you to miss out!


Account
Q: Why I am unable to log into my account?

Easy! First, head over to our login page and key in your email and password.

If you're asked to enter your password:

  1. You're already registered and have an existing account with us.
  2. If you're not sure about your login details, go ahead and try to reset your password (don't worry, it happens).

If you're asked to create a new account:

  1. The email you have entered is not registered for an account with us.
  2. If you think you already have an existing account, try typing in that email.
  3. OR, sign up and create a new account with us to enjoy your insider benefits!

If you're still unable to access your account, feel free to contact us here.

Q: Why I did not receive any emails after resetting my password?

It's possible that the ‘password reset email’ got filtered into your junk or spam folder.

Please do a quick check and if it's still nowhere to be found, drop us a message and we'll help you out.

Q: How can I close my account?

We're so sorry to see you leave! :(

But before you go - we'd like to inform you that closing an account means we'll lose all records of your purchases. If you've placed an order recently, we strongly suggest keeping your account open until the return time frame has expired, just in case you change your mind about your purchase.

Once you're absolutely sure about closing your account with us, drop us a request here and we'll see to that for you right away.


Email Updates and Newsletters
Q: Why am I not receiving email updates and newsletters?

It's possible our newsletters may have landed in your junk or spam folder!

Please do a quick check and if they're still nowhere to be found, drop us a message here.

Q: What if I no longer wish to receive updates or newsletters?

In the latest email you received from us, there's an option to unsubscribe at the bottom. Click on it and you'll be redirected to a confirmation page


Website Issues
Q: Why I cannot load pages on the website?

Try clearing your browser's cache and cookies or switching to a different browser!

If nothing seems to work, please drop us a message here and we'll run a check for you.

Q: Why did my payment fail?

There're a few possible reasons why your payment was unsuccessful:

  1. Your connection may have dropped during checkout
  2. Your card may have been rejected
    (Our number 1 tip to ensure a smooth checkout experience is making sure your Internet connection is stable and strong before proceeding to pay!)

If you're still having trouble placing an order after multiple attempts, please contact us here with a screenshot of the error and we'll sort it out for you.

Not sure if your payment was successful? Don't worry, you can check your order history page here!

Q: What if my website issue is not listed?

We're here to help! Please take a screenshot of the error message (if any) and drop us a message here.


Feature Suggestions
Q: Who can I tell if I have a suggestion for your website to make it better?

We always want to hear from you - you're welcome to drop us your suggestions here.
 

(B) Retail Store

Store Information
Q: Where are your stores and the operating hours?

You can find out more about our stores here.

Q: What are your stores’ payment options?

We accept cash in Malaysian Ringgit, Debit/Credit Cards, UnionPay, Alipay/WeChat Pay in RMB and all major e-Wallets. Take your pick!

Q: When do you close your stores?

We only close during Chinese New Year Eve from 6pm onwards. Stores in Shopping Mall will operate on Chor 3 and Shoplots will be on Chor 5.

 

Product Availability
Q: Are all your online products available in stores?

As much as we'd love to, there's just way too much good stuff on our website to stock in our stores too!

If the product you're looking for isn't available in-store, feel free to approach us here.

Q: Can I check the availability of an item in-store?

Yes, you can! Please drop us a message, here, with an image or references of the product and we'll do our best to help.

Q: Can I reserve an item in-store?

Yes, indeed! Please drop us a message, here, with an image or references of the product and we'll do our best to help.

*If your reservation is confirmed, we will hold your items for 3 days.

 

Store Exchange & Refund Policy
Q: What are the conditions required for exchange?

Please make sure your item(s) are unworn, unwashed, unaltered, un-ironed and still have their tags on.

Q: What are the product exclusions for exchange?

Purchase of sale items, promotional items, intimates, swimwear, accessories, lifestyle and gift vouchers are final and cannot be returned, exchanged or refunded.

Q: What are the exchange and refund policy for retail store?

Store Exchange

  1. For store purchases, you're more than welcome to make an exchange within 3 days at any of our stores.
  2. For us to facilitate an exchange, you must have a receipt for your purchase.
  3. Please make sure your item(s) are unworn, unwashed, unaltered, un-ironed and still have their tags on.
  4. Purchase of sale items, promotional items, intimates, swimwear, accessories, lifestyle and gift vouchers are final and cannot be returned, exchanged or refunded.
  5. You may exchange to another item:
  • Exchange to lower value item - No refunds or reimbursements will be made.
  • Exchange to higher value item - A top-up is required.

*be+B reserves the rights to refuse or hold for review of any exchange.

Store Refund

1. All sales/exchanges are final.

2. We do not provide refunds for store purchases.

​​​​​​Q:
Can I return my store purchase for Online Store Credit?

Store purchases cannot be returned for Store Credits.

Not to worry though! You're welcome to exchange your purchase to something else within 3 days from your date of purchase. 

Q: What if my store purchase is defective?

We're incredibly sorry about your defective purchase! :(

Please give us a chance to fix this - head on over to any of our stores within 3 days from the date of purchase along with your receipt and one of our retail staff will help you with a replacement.


Membership
Q: How do I join or renew membership?

You’re eligible to join our member when you purchase any item(s) at its original price with a total of RM300 in a single receipt at any of our stores. Membership will be auto renewed with minimum 1 transaction within 3 years.

Q: What are the benefits of be+B membership?

You can find out more about our membership’s benefits here.

Q: When will my membership expire?

Your membership will expire within 3 years without any transaction.


Alteration
Q: Can my clothing be altered?

We understand that not every piece fit perfectly, therefore, we do provide alteration services for our products.

Q: How much is the alteration charges?

You can find out more about our alteration’s fee here.

Q: How long does my alteration take?

Usually it takes about 3-6 working days and 7-14 working days during peak seasons.

 

(C) Product & Sizing

Product Information
Q: Where can I get more information about a product?

You can find it on the product page! If you'd like to know more, feel free to drop us a message here.

Q: What is the best way to care for my apparel?

Have a look at the inner label of your apparel for specific wash and care instructions.

Here are some other pro-tips from our in-house pros to help keep your apparel in tip-top condition:

1. Separate dark colours from lighter shades to prevent colour transfer.

2. Wash white pieces separately (we promise it's worth the trouble).

Product Availability
Q: Are all your store products available online?

As much as we'd love to, there's just way too much good stuff in-store to stock online too!

If the product you're looking for isn't available online, feel free to approach us here.

Q: Are online products assortment the same across other online platforms?

The products availability on our website is the same across Zalora, Lazada, Shopee and etc. If you're looking for a specific product that can't be found on our website, please drop us a message with an image or references of the product and we'll do our best to help.

Q: Why I can no longer find a specific product on your website?

We update our site from time to time to make sure our customers always get the best shopping experience!

If you're looking for a specific product that can't be found on our site, please drop us a message, here, with an image or references of the product and we'll do our best to help.

Q: When will you restock a product?

We'd love to hear from you - tell us what you'd like to see restocked and we might just bring it back!

Here’s how:

Add your preferred item into ‘Wishlist’ and we will restock them ASAP. Also, you can drop us a message here, with an image or references of the product.

Q: Where can I find my ‘Wishlist’ items?

You can go back to your saved/wishlist item(s) here.
 

Size Guide
​​​​​​​Q: 
Do you have a size guide?

Of course, we do!

We know how tricky it can be trying to find the perfect fit so we want to give you a hand.

​​​​​​​
General Size Chart

 

​​​​​​​Dresses Size Chart

 

​​​​​​​Shorts Size Chart
 

​​​​​

Outerwear Size Chart

 

​​​​​​​Skirts Size Chart

 

​​​​​​​Pants Size Chart


 

 

​​​​​​​​​​​​​​Jumpsuits Size Chart

 

​​​​​​​Q: What if I am in between two sizes?

Purchase both sizes to see which fits you best! You can always return one of them for Store Credit into your be+B account that you can use on our website.

More information about returning an order can be found here.

 

(D) Gift & Promo

Gift Voucher (Giftcard)

​​​​​​​Q: How to purchase a Gift Voucher?

Someone's lucky to have you as a friend :) Available for purchase online here.

​​​​​​​Q: What are the terms and expiry of Gift Voucher?

Gift Vouchers purchased online at https://www.beplusb.com/voucher will be sent electronically to your recipient of choice via email.

Terms of Use

  1. Gift Vouchers are valid for 1 year, from the date of delivery.
  2. Gift Vouchers are redeemable on merchandise at www.beplusb.com only.
  3. Gift Vouchers can’t be returned or refunded after purchase.
  4. There will be no replacement of the Gift Voucher if it's lost, stolen or destroyed.
  5. Gift Vouchers are non-refundable, non-extensible, non-exchangeable for cash.
  6. Be+B reserves the rights to refuse, cancel or hold for review any Gift Vouchers for suspected fraud, mistakenly issued in an incorrect denomination, or for other violations of Gift Voucher policies.
     

Q:​​​​​​​​​​​​​​How do I use my Gift Voucher?

Just apply the Gift Voucher code at checkout! But make sure the value has been offset from your order's final amount before completing your purchase.

Gift Vouchers in Malaysian Ringgit (RM) can only be used on http://www.beplusb.com.

​​​​​​​Q: How do I check available Gift Vouchers in my account?

If you've been gifted an online Gift Voucher, the code will be emailed to you.
You can check the available amount in the Gift Voucher 
here.

You can also deposit a Gift Voucher into your account as Store Credit.

​​​​​​​Q: Can I return my order if I used a Gift Voucher to purchase?

Orders paid with a Gift Voucher can be returned. But just to be 100% sure, please take some time to check out our ‘Return & Exchange’ here for more information on exclusions!

 

Coupon Code (Promo Code)
 

Q: Are there any ongoing promotions?

You can find out more about our ongoing promotions here.

​​​​​​​Q: Why am I unable to use my discount?

There're a few possible reasons why your discount could be invalid:

  1. The code has expired.

Check the expiry date of the code, as some of them run for a limited time or expire after a set period.

  1. Did you meet the minimum spending requirement?

There might be a minimum spend requirement and/or on selected product categories.

  1. Promo codes are not applicable to:

Product listing price below RM50 and sale items (unless specified).

  1. Do you need to be logged in?

Some promo codes will require you to be logged in to redeem the discount.

  1. Did you apply the promo code to the correct field?

Promo codes should be applied to the 'Coupon Code' field at checkout.

  1. Has this promo already been used?

Some promo codes might have restrictions to the number of times it can be used.

  1. Have you checked the ‘Terms and Conditions’ of the promo code?

Check promo terms and conditions here to ensure you've met the promo criteria.

*If you're absolutely sure you've fulfilled the terms and conditions of the discount and still have trouble using it, please drop us a message here with a screenshot of the error message!

​​​​​​​Q: What if I placed my orders but forgot to use my Coupon Code?

Discount codes can't be applied to an order that's already been made!

Reimbursements won't be provided if the code wasn't applied. But you can always use it for your next purchase with us, as long as you fulfil the terms of the discount!

*This excludes welcome offers and discounts only applicable to first-time customers.

 

​​​​​​​(E) Payment & Credit
​​​​​​​

Payment Options

​​​​​​​Q: What payment options do you offer?

For online purchases, we offer the following modes of payment – Credit/Debit Cards, Online Banking via all major local banks, e-Wallets and Gift Vouchers. You can also apply your remaining Store Credit if any.

 

Payment Issues

Q: Why I cannot proceed to pay for my order?

We're here to help! Please take a screenshot of the error message (if any) and drop us a message here.

​​​​​​​Q: Why did my payment fail and what should I do?

There're a few possible reasons why your payment was unsuccessful:

  1. Your connection may have dropped during checkout
  2. Your card may have been rejected
    (Our number 1 tip to ensure a smooth checkout experience is making sure your Internet connection is stable and strong before proceeding to pay!)

If you're still having trouble placing an order after multiple attempts, please contact us here with a screenshot of the error and we'll sort it out for you.

Not sure if your payment was successful? Don't worry, you can check your order history page here!

 

Store Credit

Q: What is Store Credit and how to use it?

Store Credit is the value available in your account that can be used as a method of payment for your online order.

  1. Checkout as per normal.
  2. On Checkout - Payment Page, select ‘Use Coupon Code’ button.
  3. All available store credit is applied, if the order is less than your store credit, remaining store credit stays in your account

Have Store Credit but it's showing up as RM0?
Store Credit for return will be issued to the same account that the order was made with. You might want to do a quick check that you're logged in to the correct account :)

​​​​​​​Q: What are the terms of Store Credit?

You'll receive Store Credit in your account for returning an order within 7 working days from when we receive your order.

  1. Store Credit has no expiry, are non-transferable and non-refundable.
  2. Gift Cards that have been deposited to a be+B account for Store Credit cannot be reversed or retrieved back as a Gift Card.
  3. Store Credit in a be+B account can be used on online purchase only.
     

Q: How to check my account Store Credit?

You can check your account's available Store Credit here.

​​​​​​​Q: What happens to unused Store Credit in my account after I place an order?

We'll keep any unused credits safe for you in your account, ready for use on your next purchase!

​​​​​​​Q: Can I return my order if I have applied Store Credit?

Orders paid with Store Credit can be returned. But just to be 100% sure, please take some time to check out our Return Policy for more information on exclusions!

You can also check an item's eligibility to be returned in your order history here.

 

​​​​​​​(F) Delivery & Order

 

Order Status

Q: What is my order status?

You will first need to be logged into your account. Click to view your order status here.

​​​​​​​Q: What do the order statuses mean?

We know the terms can get a little confusing, so we've broken them down for you!

  1. To Pay:

The order is confirmed and pending for payment. Kindly finish the payment and the status will be updated to 'Processing'.

*If payment was unsuccessful, your order will be cancelled within an hour. 

  1. To Ship:

We're putting your order together and it'll be dispatched within 1-2 working days from when your order was confirmed.

  1. Shipped:

It’s now with our delivery courier and on its way to you! It'll reach you within the next 1 to 3 working days.

  1. Completed:

Once we receive GDex Express inform that the shipment is success, we will mark the order status to Completed.

​​​​​​​Q: Can I change or cancel my order after confirmation?

Amendments or cancellations can't be made once your order's been confirmed!

We always want to make sure your order has delivered to you as quickly as possible, so it's sent for processing as soon as we confirm it.

 

Delivery Status

Q: What is my delivery status?

We know you're excited for your parcel to arrive!
For Malaysia orders, your parcel might be handled by GDex Express. You may track its journey with the following steps:

  1. Click here to access GDex's e-tracking platform
  2. Key in the Consignment Note Number: e.g MYXXXXXXXXXXX
  3. Click “Track” and the system will show you the parcel location

Q: What should I do if my order has not been delivered yet?

Check your order status here.

If your order status is 'Shipped', you may track your order under 'To Ship'.

If you need any assistance, feel free to contact us, here, with your Order ID! We'd be happy to help.

 

Delivery Information

Q: When can I receive my order?

Upon order confirmation, you'll receive your order in 1-3 working days!

*Deliveries will come with a tracking number.

​​​​​​​Q: Can I receive my order tomorrow if I made a purchase today?

We'll need 1-3 working days to get your order to you. But we promise to proceed as fast as we can once we receive!

If you need your items urgently, we recommend swinging by one of our stores instead to make a purchase! Find a store near you here.

​​​​​​​Q: Do you deliver on weekend?

Yes, we do!

Weekday: 9.00am to 6pm, Saturday: 9am to 1pm

​​​​​​​Q: How do I change my delivery information?

You won't be able to amend your delivery info for an order once your order is placed. Fret not, drop us a message here and we'll do whatever we can to help!

Just a heads up - shipping delays may occur for delivery address amendments but we promise we'll always try our best to minimise this.

If we're too late and your order has delivered by the time we relay your request to our delivery partners, we may not be able to retrieve it. So contact us ASAP if you need to make amendments, we don't want your order to land in the wrong hands!

​​​​​​​Q: What happens if I missed my delivery?

After 3 delivery attempts, or if it has exceeded 21 days from dispatch date, whichever is earlier, the parcel will be returned to us.

Take note: additional return fees(RM10) and redelivery fees(RM10) incurred will apply.

^If you've changed your mind and would like to return your order for online store credits, the return fees will be deducted from the paid value of your order, before the credit is issued.

If you've any trouble receiving your order, please reach out to us here and we'll do our best to help get your order to you!

​​​​​​​Q: What are the countries you ship to and when can I receive my order?

You may refer below for the rates and delivery time frames for our international destinations!

Country/Region

Shipping Fee (USD)

Free Shipping above the threshold

Delivery Timeframe (Working Days)

Australia

$8

$100

4-9

Brunei

$5

$60

4-7

Cambodia

Canada

$25

$25

$150

$150

4-7

5-12

China

$15

$120

5-12

Hong Kong

$5

$45

3-6

Indonesia

$5

$60

4-10

Japan

$15

$120

5-8

Macau

$5

$45

4-7

Myanmar

$15

$120

4-7

New Zealand

$8

$100

4-9

Philippines

$5

$60

5-12

Taiwan

$5

$60

5-8

Singapore

$

$

 

South Korea

$15

$120

4-8

United States

$25

$150

5-12

Vietnam

$10

$75

4-7

Saudi Arabia

$30

$200

5-12

UAE

$30

$200

5-12

 

Delivery timeframes include the packing of your order upon confirmation. All deliveries come with a tracking number.

*If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before delivery can proceed.

 

Delivery Fee, Customs & Import Duty

 

Q: How much is the delivery charges in Malaysia?

Our shipping charges are as follows:

  1. Flat shipping rate of RM7 per order.
  2. Free shipping with minimum spend of RM50.

​​​​​​​Q: Will I be charged customs and import duty for my parcel?

Shipping fees paid during checkout do not include customs and import duties (duty delivered unpaid).
Your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations.
If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before delivery can proceed.

*If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged.

​​​​​​​Q: Where can I find information on customs and import duties?

To avoid unplanned costs, estimates on customs & duties may be found here.

The information provided in the link should only be used as a reference. For the most accurate and up to date information, it is best to check with your local customs office before placing an order.

 

Order Issue

Q: What should I do if I received a defective item?

We're incredibly sorry you received a defective item! :(

Please give us a chance to fix this - drop us a message here within 7 days from the delivery date with the following info:

  1. Your Order ID
  2. The product code of the defected item
  3. Clear photo of the defect

Our Customer Care Team will get back to you as soon as possible and assist you with an exchange. If the piece is no longer in-stock, store credit or a refund will be issued.

For defective items, you'll be sent a return postage label to return your order with via GDex Express. Please make sure your items are unworn, unwashed, unaltered, un-ironed and still have their tags on.

*We recommend returning the defecting item(s) via GDex Express, as any charges incurred for using other modes of delivery won't be reimbursed.

Q: What should I do if I received a wrong item?

We're incredibly sorry you received a wrong item! :(

Please give us a chance to fix this - drop us a message here within 7 days from the delivery date with the following info:

  1. Your Order ID
  2. The product code of item you have ordered
  3. The product code of item you have received wrongly

Our Customer Care Team will get back to you ASAP on the next steps to take.

For incorrect item(s) received, you'll be sent a return postage label to return your order with via GDex Express. Please make sure your items are unworn, unwashed, unaltered, un-ironed and still have their tags on.

*We recommend returning wrong item(s) via GDex Express, as any charges incurred for using other modes of delivery won't be reimbursed.

 

(G) Return, Refund, Exchange

 

Return & Refund Policy

Q: Can I return my order?

Of course, you can!

For Online Purchases

  1. We accept return that reach us within 14 days from the date of collection with a valid Order ID and receipt.
  2. Returnable items or categories include: clothing, bags and shoes only.
  3. The following items or categories are not returnable: sale items, promotional items, intimates, swimwear, accessories, lifestyle and gift vouchers.
  4. Sales of these product items or categories are final and cannot be returned, exchanged or refunded.
  5. Please make sure all items are unworn, unwashed, unaltered, un-ironed and still have their tags on!
  6. After your return has been accepted, you'll be issued a Store Credit equivalent to the purchase value of each returned item.
  7. We do not provide cash refund for any return orders.
  8. Delivery fees, if any, won't be refunded.

For Retail Purchases

See our ‘Store Exchange and Refund Policy’ here.

​​​​​​​Q: How do I return my order?

Fill up our return form provided and post/drop ur order at our HQs.

Our address as below:

                                                   G&T Fashion Sdn Bhd

Petaling Jaya

Penang

70, Jalan SS21/1,

Damansara Utama,

47400 Petaling Jaya,

Selangor Malaysia

1, Lorong Maju Utama Satu,

Pusat Perniagaan Maju Utama,

14000 Bukit Mertajam,

Penang Malaysia.

 

​​​​​​​Q: Can I return my online purchase to a store?

Yes, you can! Drop it off at one of our stores, it's free!

  1. Return over the cashier in any of our stores within 14 days from the date of collection.
  2. Fill up our return form provided, pack it with your item(s) and receipt together in a parcel. You can download a copy of the form here too.
  3. An email acknowledgement of your return will be sent to you.
  4. Store Credit will be added into your account within 7 working days from when we receive your parcel.
  5. Store Credit can be used in your next online order with us.
  6. You can exchange your online order in-store to the same product of different size or colour only
  7. View our store locations here.

* Please ensure that you understand the terms of Return Policy to avoid eligible return.

​​​​​​​Q: Can I return my be+B purchase from other online platforms to a store?

Purchases made on our official website (http://www.beplusb.com) can only be returned to our store.

*The following online platforms are not returnable to our store: Lazada, Zalora, Shopee etc.

​​​​​​​Q: Where can I get the return form?

Download a copy of the return form here.

​​​​​​​Q: What happens if I have returned an order that is not eligible for return?

We'll drop you an email once we have processed your parcel and will have to return your order back to you. Redelivery fees may be incurred under such circumstances.

*If you are unsure of an item's eligibility to be returned, more details about our ‘Return & Refund Policy’ are available here.

​​​​​​​Q: How will my return order be reimbursed?

Once you have made your return to us, you can expect a confirmation of your return within 3 working days from when we receive your order.

If your return is accepted, you'll receive Store Credit equivalent to the purchase value of the item into your be+B account within 7 working days from when we receive your order.

  1. Store Credit is non-transferrable and non-refundable.
  2. Credits in a be+B account do not expire. Ever!
  3. Store Credit can be used on your next online purchase with us.
  4. Store Credit in a be+B account can be used on online purchase only.

 

​​​​​​​Exchange Policy

 

Q: How can I exchange my order?

For Online Purchases

Once you have returned your order to us, a confirmation and Store Credit equivalent will proceed within 7 working days. Upon receival of your Store Credit, you can make your exchange/purchase again.

For Retail Purchases

See our ‘Store Exchange and Refund Policy’ here.

​​​​​​​Q: Can I exchange my online purchase at a store?

Online purchases can be exchanged at any of our stores. View our store locations here!

  1. You must have a valid Order ID and receipt of your online purchase.
  2. A one-time exchange can be made for the same product to a different size or colour only.
  3. If the design is not available in-store, we can transfer from our warehouse to the store for you.
  4. Or, you can return your order over the counter for Store Credit, usable on your next online purchase!

*Once an exchange for an online order has been made, it cannot be further returned for Store Credit.

​​​​​​​Q: Can I exchange my be+B purchase from other online platforms at a store?

Purchases made on our official website (http://www.beplusb.com) can only be returned to our store.

*The following online platforms are not returnable to our store: Lazada, Zalora, Shopee etc.

​​​​​​​Q: Where can I get the return form?

Download a copy of the return form here.

 

Download Return & Exchange Form

 

Q: Where can I get the return and exchange form?

Download a copy of the return form here.

*To ensure your return is processed smoothly, please ensure your return information is indicated clearly and accurately.​​​​​​​​​​​​​​