How can we help?

WINC Studio Sdn Bhd1086901-U

Whimsigirl HQ +603-4162 9652 hello@whimsigirl.com Monday - Friday, 9:30 am - 5:30 pm

3A, Lorong Wangsa 5A,       Bukit Antarabangsa,68000 Ampang,Selangor.

Whimsigirl Bangsar+6011-5547 9017 Monday - Sunday, 10:00 am - 10:00 pm

Whimsigirl KL East+603-4162 0720 Monday - Sunday, 10:00 am - 10:00 pm

We are committed to protecting the privacy of our visitors and customers. We will never share your information with third parties, except when it is part of providing a service to you. You can read our full privacy policy here: https://whimsigirl.com/pages/privacy-policy

Read our full terms & conditions here: https://whimsigirl.com/pages/terms-conditions

First-time customer? Sign up for our newsletter when prompted, and you will receive a special code. It is valid for two weeks and can be used on normal-priced items for orders over RM100.

To use a code, enter it on the checkout page (right-hand side) and it will be applied automatically. Discount codes cannot be combined.

Whimsigirl reserves the right to monitor purchase activity across accounts to ensure fair access to our collections.

We may, at our sole discretion, limit, refuse, or cancel orders, and/or restrict account access where activity is deemed inconsistent with our retail policies, including but not limited to suspected resale activity, unusually high return rates, or misuse of multiple accounts.

We also reserve the right to deactivate or consolidate associated accounts and to limit the number of items available for purchase per customer or household, both online and in-store.

These measures are in place to protect fair access to our products and maintain the integrity of our distribution channels.

You will receive a confirmation email right after purchase. Once an order has been placed and finalized, we are unable to amend the shipping method.

1. Airwallex – Main Checkout

Credit/Debit Card, Apple Pay, Google Pay

1. Airwallex – Additional Methods

PayNow, WeChat Pay, TnG, Boost, DuitNow

1. Grab

GrabPay, Grab PayLater

1. Atome

Buy Now, Pay Later

1. SenangPay

FPX, ShopeePay, Shopee PayLater, DuitNow, TnG

To edit an order (items, address, etc.), contact our Customer Representative Team before it is shipped.

Online and in-store promotions may vary.

Fit, material, and style details are provided on each product page to help you make an informed purchase. You can find the measurement chart right in the description section

To check store stock, go to the product page and look for "In-store availability". You can also WhatsApp our store team for the latest updates.

If an item is out of stock online, click "Notify When Available" on the product page to join the waitlist. You will get an email if it is restocked.

Exchanges & Store CreditFor a different style or colour, choose Store Credit when submitting your return in the Returns Portal. Repurchase your desired item using the Store Credit provided.For a different sizing, choose Exchange submitting your return in the Returns Portal.

In-store PurchasesItems bought in-store can be exchanged at our store (subject to in-store inventory availability). Visit us promptly or WhatsApp our team to check availability.

Bring for Exchanges:

• Purchase receipt
• Order number
• Items unused, unworn, scent-free, with original tags attached

Kindly make a request for an exchange or refund for faulty items. Kindly provide the photos and faulty details via our Returns Portal.

For assistance, you may contact our Customer Representative Team via Live Chat or email them at hello@whimsigirl.com with your Order Number, Photos and Fault Details.

Submit your return request through our Returns Portal (for both Malaysia & International).

Drop-off at a PUDO Point (Malaysia)We partner with Ninjavan for easy returns. Pack items in their original packaging with tags, unused, and include the receipt. Print the return label and drop it off at your nearest PUDO Point.

Find a PUDO Point here.

International ReturnsSubmit via the Returns Portal. Once approved, we will email return instructions. International customers must arrange for their own return shipping.

Returns are free and easy. Return request must be submitted within thirty (30) days from the purchase date via our Returns Portal. You may choose an exchange or a refund (store credit or original payment method).

For Leather Goods, return requests must be submitted within seven (7) days of receiving the order.

Due to the nature of our handmade candles, used or lit items are not eligible for returns or refunds. Return requests must be made within seven (7) days of delivery, and damaged items should be reported immediately to hello@whimsigirl.com

Items must be unused, free of foreign scents, with original tags attached, and in saleable condition. All returns must include the Order Invoice.Processing takes up to seven (7) business days from the date the return is received. You will be notified by email once completed.

Free Return Limits

• West Malaysia: One free return per order number
• East Malaysia: One free return per order number
• Singapore: One shipping reimbursement (up to RM25) in store credit per order number

Please note that an order can only be returned once, and if it has been exchanged online or in-store, it will no longer be eligible for another exchange.

Return approval is at the discretion of the operations team. Non-compliant returns will be shipped back to the customer with applicable shipping charges.

Exchanges

• For size changes: Select “Return for Exchange” in the Returns Portal.
• For a different design or colour: Select “Return for Store Credit” and place a new order.

Final Sale ItemsSale items are not eligible for return or exchange. No exceptions.

Order ErrorsIf an order is processed incorrectly, it will be replaced or refunded. One free return is provided for Malaysia, and one shipping reimbursement for Singapore. Contact customer service for assistance.

Defective ProductsInspect products upon receipt, before washing or wearing. Washed, worn, or altered items may not be eligible for return or exchange.

Third-Party PurchasesProducts purchased from other retailers or marketplaces cannot be returned to Whimsigirl.

Pricing ErrorsOrders affected by pricing errors, system malfunctions, or technical issues may be cancelled. Customers will be informed, and a full refund will be issued within fourteen (14) working days (subject to payment provider timelines).

Once a parcel is received, return processing takes 1–3 working days (excluding refund processing time). All return and refund notifications will be sent via email.

Refunds to the original payment method are at Whimsigirl’s discretion. Please expect 7-14 business days for processing time.

ResponsibilityReturned items remain the customer’s responsibility until received by Whimsigirl. Ensure they are securely packaged to prevent damage in transit. Proof of postage is strongly recommended in case follow-up is required.

Whimsigirl is not responsible for items returned by mistake or orders returned to sender due to an incorrect address. If the items can be located (not always possible) and the customer requests them to be sent back, delivery costs will be charged to the customer.

Fair UseUnusual return patterns that raise concern — for example, signs of worn items being returned, excessive order-and-return behaviour, or returned items not matching the original order — may result in account deactivation, including linked accounts. Customers who believe this is an error should contact the Customer Service Team for review.

If an account has been deactivated but a valid return is required, contact the Guide Girl Care Team for assistance.

Whimsigirl reserves the right to take legal action if returned items do not match the original order.

All returns are reviewed and processed daily. Please allow 1–3 business days for our returns team to complete the processing. You will receive an email notification once your return has been processed.

For international orders, your country might charge customs or import duty fees. These are not included in your order or shipping cost, and customers are responsible for any duties or taxes upon delivery.

Self Pickup is an easy and free way to collect your Whimsigirl online orders. Choose from Bangsar, KL East, or our HQ to pickup your orders. Orders are usually ready within 2 working days, and we will drop you an email or SMS when it is ready.

Please collect your order within 7 days of that notification. Orders left uncollected after 7 days are returned to our HQ and will then be sent out to you by delivery instead, with the delivery charge payable by you.

A few items — such as the Discovery Kit — carry their own shipping rates, which will show at checkout.

Note for Singapore: Singapore GST is charged on orders above SGD400, as required by Singapore customs.

International Orders

All international orders are subject to the destination country’s customs and import duties, payable by the recipient. These fees are not included in the order or shipping cost.

Recipients are responsible for responding to courier or customs requests. Unresponsive or unclaimed shipments may be abandoned or disposed of at the destination. Whimsigirl will not be responsible for any resulting loss, fees or refunds.

Once you have made your online purchase, we will process your order accordingly. You will get a tracking link as soon as it is on the way — just give it about 24 hours before the updates start showing.

Track your order here:Peninsular Malaysia: https://www.ninjavan.co/en-my/trackingSabah & Sarawak: https://www.citylinkexpress.com/track-your-shipment/Singapore: https://www.ninjavan.co/en-sg/trackingRest of the World: https://www.dhl.com/my-en/home/tracking.html

Send us your inquiries and ideas to hello@whimsigirl.com. If we are interested, we will get back to you as soon as we can.

Complimentary products are available in limited quantities on a first-come, first-served basis. Once it is out of stock, these items will not be restocked.

All orders are carefully and securely packed with attention to presentation. A personalized note can be added during checkout, which will be included with your order.

During non-peak seasons, items can be reserved in-store for up to 24 hours upon request. Kindly contact our Store Team directly for assistance.

Yes. Points have been renamed to Tokens as part of Whimsigirl Membership. Your balance and earning rate remain unchanged.

No, rewards redeemed with Tokens are non-refundable and cannot be exchanged for cash or other products

Yes! Members can continue earning Tokens through purchases and selected activities, and redeem Tokens for vouchers, merchandise, and selected products.

We look forward to creating even more special experiences for our community in the coming future.

No, once your birthdate is entered, it cannot be changed.

Yes. Tokens can be earned both online and in-store as long as you use the same registered account/email address.

Existing members will retain their current Token balance when moving to Whimsigirl Membership.

Tokens earned from previous purchases will follow the applicable expiry timeline shown in your account.

For new members, Tokens will begin accumulating from the date you join Whimsigirl Membership.

No. Tokens are not transferable and must be used by the registered account holder.

No. Only one reward redemption can be used per transaction unless otherwise stated.

Rewards are designed to be used one at a time and cannot be combined with additional discount codes or promotional vouchers. Rewards can still be used on sale items unless otherwise stated.

Examples: A dress is already marked down in our Sale section. You may still redeem your Tokens or voucher towards the purchase.

If you have a promotional discount code, you may choose to use the code instead of your reward.

If you have store credit, you may choose to use your store credit or your reward for the order.

Yes, Tokens are earned on sale items unless otherwise stated.

Yes. You will need at least 100 Tokens to begin redeeming rewards.

Yes, you will still receive a birthday reward as part of your Whimsigirl Membership.

On your birthday, we'll send you a RM30 discount code via email with a minimum spend of RM100. Your birthday reward is valid for 30 days from the date you receive it. To make sure it arrives, simply add your date of birth to your membership profile.

No. Your Whimsigirl Membership does not expire.

You can remain a member as long as you have an active account. Please note that Tokens earned from each purchase will expire 12 months from the date they are earned.

Log into your account online or ask our in-store team to check your current balance and tier status.

Spend RM1 = 1 Token.

You can also earn bonus Tokens through selected activities from time to time. Tokens are earned on sale items unless otherwise stated. Tokens are awarded based on the product total only, excluding shipping fees and taxes.

Create an account using your email and you’re automatically a member.

Log into your account, browse available redemptions, and apply your selected reward at checkout.

You can update your information by logging into your account on our website.

Your Tokens are valid for 12 months from your most recent eligible purchase. Each time you make a new purchase and earn Tokens, your entire Token balance is refreshed for another 12 months.

Example:

* You earn 200 Tokens on 19 July 2026. * You earn another 400 Tokens on 20 August 2026. * Your balance is now 600 Tokens, and all 600 Tokens will expire on 20 August 2027 if no further eligible purchases are made.

Every eligible purchase extends the validity of your current Token balance for another 12 months.

Tokens will typically appear in your account within 48 hours after your order has been fulfilled.

Tokens earned from cancelled or refunded orders will be removed once the cancellation or refund has been processed.

If Tokens were redeemed on a cancelled order, those Tokens will be returned to your account.

Yes. Whimsigirl Membership is open to customers worldwide.

Whimsigirl Membership is free to join and use.

Tokens can be redeemed for vouchers, merchandise, and selected Whimsigirl products.

Previously, Early Access was linked to different membership tiers. With Whimsigirl Membership, all members will enjoy the same access window. This creates a more consistent experience for our community.

Your points are now Tokens. We’ve given them a new name as part of Whimsigirl Membership, but everything stays the same. You’ll continue earning and redeeming Tokens just like before.

The previous tier system has been retired. We wanted to create a simpler experience where membership benefits are not based on different spending levels.

Whimsigirl Membership now offers one shared membership experience for everyone, with Tokens that can be earned and redeemed across the same system.

You do not need any password to log into your account. Simply enter your email and you will receive a special code to access your account!

A dedicated redemption space where customers can exchange Tokens for exclusive Whimsigirl merchandise, vouchers, selected products and future community items. More details will be shared closer to launch.

Whimsigirl Membership is our updated way for customers to enjoy more from shopping with us. Members can collect points (now known as Tokens) through purchases and selected activities, then redeem them for vouchers, merchandise, and selected Whimsigirl pieces

Contact us with your order number or receipt, and we will help resolve the issue as soon as possible.

If your Tokens do not appear after 48 hours, please contact our customer service team with your purchase details.

You may redeem your Tokens through a new redemption option, through the Whimsigirl Gift Shop.

We wanted to create a simpler experience where membership benefits are not based on different spending levels.

All members will now have the same access to new collections while continuing to enjoy Tokens and redemptions.

As Whimsigirl continues to grow, we wanted to create a simpler and more open membership experience for our community. We’re moving away from tier-based benefits and creating one shared membership experience, where every customer has the same opportunity to discover and shop our collections.

Tokens are not earned on purchases made using store credit or gift cards.

Yes. Tokens expire 12 months after the date they are earned. We will send reminders via email before your Tokens expire. It will also reflect in your profile page.

Yes. Community experiences remain an important part of Whimsigirl. Rather than tying invitations to spending tiers, participation will be determined based on the event or activation.