Return & Refund Policy
- Return policy
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange. If you receive damaged item(s) or if their size /color does not match with what you ordered, we will send you a new product for free.
- When Can I return An Item?
2.1 Quality Problem
If the item you receive is damaged, please email our Customer Service some photos and a description of the issue within 14 days of receiving the item. We will send you a replacement.
2.1.1 Unsatisfactory Product
If the issue with the product you ordered is not quality-related but you are still not satisfied with your purchase, you can return within 14 days since your purchase. You will be issued a full refund of your purchase after we have received and inspected the returned item(s). You will be responsible for all shipping fees incurred.
2.1.2 Wrong Item
If you receive an item not matching what you ordered you can:
1) Exchange it for a new correct item;
Please contact our Customer Service within 7 days from the date when you received it. We will resend the correct item for free.
2.1.3 Size Problem
You can find all details about the sizes of each item on every product page. Please pay attention to the description of each product and to the information of your order.If you notice that the size of the product you ordered does not fit you, you can follow one of the procedures listed here below:
1) Size does not match what was ordered: You can contact our Customer Service directly to exchange a product with the right size for free.
2) Size matches what was ordered but does not fit: The size of each item may have an inaccuracy of about 3cm/1.5 inch due to hand measurements. If you find yourself in this situation, you can contact us and apply for a exchange. In cases such as these, the customer is responsible for all shipping costs incurred. Otherwise, we will cover all shipping costs. Please contact us to arrange a return.
2.1.4 Colour Problem
The precise colour of each item may vary depending on the computer screen settings, the background and the lighting conditions. Slight mismatches between the colour of your item and the colour shown on your computer screen may not mean that the item is defective or mismatched. However, if you feel that you have received an item that is the wrong colour, you can follow the same procedure described in the section “If you received the wrong item” here above.
2.2 How can I return my item?
2.2.1 Returning An Item
Please include the following information in the return package:
1. Order number and product SKU of the item(s) you want to return.
2. Shipping label (outside the package).
3. Reasons for return.
4. Photos to show the nature of the problem so we know if there is any quality-related issue or if you have received the item(s) in wrong size colour
5. Please E-mail and show the item of the problem to us, for example show the photos of item(s)quality-related issue or wrong size to us by E-mail.
For the returned item(s), we will refund you after we have received your package and inspected it.
2.2.2 Return address
Please contact us before returning any of the items for a refund. We do not accept returned items that were sent back by you directly without checking with us first. Please send the item(s) back to:
Atlantic Quest Sdn Bhd
No.51, Jalan Jejaka 2,
Taman Maluri, Cheras,
55100 Kuala Lumpur.
Tel: 03-9200 4882
2.3 Return Announcement
① Due to the intimate nature and hygienic standards of certain items, we regret that it is not possible for us to accept returns on Briefs, Panties, Stick-On Bras, pasties and some of the accessories.
② Please contact us no later than 7 days after you have received your purchase. After this time we cannot guarantee that the refund/exchange request will be accepted.
③ Products returned for exchange or refund must be unworn, undamaged & unwashed, with all original tags attached, and in its original packaging. Unacceptable will not be refunded.
④ Please send the item(s) back to us through a local post office instead of express services, like DHL, UPS, TNT, FEDEX and similar. Only once we receive the returned item(s), we can arrange a replacement or issue a refund.
⑤ Once your returned item(s) has been received and it complies with our returns policy, we will issue a refund to you through the payment method used at the time of purchase.
⑥ Please allow 2-3 weeks from the time you mail your return for it to be processed. We will send you an email once your return request has been successfully processed.
⑦ Sale & Flash Sale Items are not returnable or refundable.
- Situations When We Refund
3.1.1. Product issues
We are focusing on provide high-quality items for you. Therefore, we are sorry to inform that we will not proceed the refund or exchange for customers.
3.1.2. Item out of stock
If you purchase goods and we are unable to ship them out due to a stock shortage, we will contact you by E-mail. We will offer you the choice to either refund or wait for stock.
- Other Situations
If you have a unique situation that is not covered in the policy above, please contact us at:
Tel: 03-9200 4882