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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).

**Personal Use**

All purchases made on whimsigirl.com are for personal use only. Purchasing on behalf of others, resale through any platform or arrangement, and the creation of multiple accounts to circumvent purchasing limits are not permitted. Whimsigirl reserves the right to cancel orders, deactivate accounts, or restrict future purchasing access where a violation is identified.

**In General**

Access to and use of this Website and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or this entire Website.This Website may also contain links to other websites, which are not operated by Whimsigirl (WINC Studio Sdn Bhd). Whimsigirl (WINC Studio Sdn Bhd) has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.

**Privacy Policy**

Our privacy policy, which sets out how we will use your information, can be found at Privacy Policy page. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.

**Prohibitions**

You must not misuse this Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, Trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as “spam”; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Whimsigirl (WINC Studio Sdn Bhd) will report any such breach to the relevant law enforcement authorities and disclose your identity to them.We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

**Intellectual Property, Software and Content**

The intellectual property rights in all software and content made available to you on or through this Website remains the property of Whimsigirl (WINC Studio Sdn Bhd) or its licensors and are protected by copyright laws and treaties around the world. Whimsigirl (WINC Studio Sdn Bhd) and its licensors reserve all such rights. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Whimsigirl (WINC Studio Sdn Bhd) or its licensors. Whimsigirl.com are trademarks belonging to Whimsigirl (WINC Studio Sdn Bhd). No license or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks that are colourably similar without the written permission of Whimsigirl (WINC Studio Sdn Bhd).

**Terms of Sale**

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland Malaysia and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.In order to contract with Whimsigirl (WINC Studio Sdn Bhd) you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. Whimsigirl (WINC Studio Sdn Bhd) retains the right to refuse any request made by you. If your order is accepted we will inform you by email and we will confirm the identity of the party that you have contracted with. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.**a. Our Contract**

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods that you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.**b. Pricing and Availability**

Whilst we try and ensure that all details, descriptions and prices that appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods, which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.**c. Payment**

Upon receiving your order we carry out a standard pre-authorization check on your payment card to ensure there are sufficient funds to fulfill the transaction. Goods will not be dispatched until this pre-authorization check has been completed. Your card will be debited once the order has been accepted.**d. Discount Codes**

Promotional discount codes – We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website.**e. Sales Items**Items purchased during a sale are not eligible for return, exchange or credit without exception and merchandise is sold as is.To ensure your complete satisfaction with your purchase, we kindly request that you carefully inspect the item upon receiving before washing or wearing it. In the unfortunate event that you discover any defects or issues with the product, we want to address them promptly and efficiently. However, if the item has been washed or worn, we may be unable to accept returns or exchanges for such defects.

**Disclaimer of Liability**

The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law Whimsigirl (WINC Studio Sdn Bhd) and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect Whimsigirl’s (WINC Studio Sdn Bhd) liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability, which cannot be excluded or limited under applicable law.

**Linking to this Website**

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.You must not establish a link from any website that is not owned by you.This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page. We reserve the right to withdraw linking permission without notice.

**Indemnity**

You agree to indemnify, defend and hold harmless Whimsigirl (WINC Studio Sdn Bhd), its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the Terms of Service.

**Variation**

Whimsigirl (WINC Studio Sdn Bhd) shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.

**Complaints**

We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.

**Governing Law and Jurisdiction**

These terms and conditions are to be construed in accordance with the laws of Malaysia and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the Malaysian courts.

**Entire Agreement**

The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and Whimsigirl (WINC Studio Sdn Bhd). Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of Whimsigirl (WINC Studio Sdn Bhd).

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 Pay2. **Airwallex – Additional Methods**PayNow, WeChat Pay, TnG, Boost, DuitNow3. **Grab**GrabPay, Grab PayLater4. **Atome**Buy Now, Pay Later5. **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 Credit**For a different style or colour, choose **Store Credit** when submitting your return in the [Returns Portal](https://360.postco.co/whimsigirl). Repurchase your desired item using the Store Credit provided.For a different sizing, choose **Exchange** submitting your return in the [Returns Portal](https://360.postco.co/whimsigirl).

**In-store Purchases**Items 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](https://360.postco.co/whimsigirl).

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

Submit your return request through our [Returns Portal](https://360.postco.co/whimsigirl) (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](https://www.ninjavan.co/en-my/support/find-ninja-point).

**International Returns**Submit 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](https://360.postco.co/whimsigirl). 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](mailto: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 Items**Sale items are not eligible for return or exchange. No exceptions.

**Order Errors**If 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 Products**Inspect products upon receipt, before washing or wearing. Washed, worn, or altered items may not be eligible for return or exchange.

**Third-Party Purchases**Products purchased from other retailers or marketplaces cannot be returned to Whimsigirl.

**Pricing Errors**Orders 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.

**Responsibility**Returned 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 Use**Unusual 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.

| Country | Shipping Rate | Estimated Delivery Time || ------- | ------------- | ----------------------- || West MalaysiaWest Malaysia

East MalaysiaEast Malaysia | ( RM100.01 = Free Shipping)

( RM100.01 = Free Shipping) | 3-5 Business Days

5-10 Business Days || Singapore | Non-Festive Season RM25

Festive Season RM25

Express Delivery RM50 | 5-10 Business Days

7-14 Business Days

3-7 Business Days || ASEAN Countries | RM110 - RM180 | 5-14 Business Days || Rest of The World | RM150 - RM220 | 7-14 Business Days |

Note for Singapore: 8% tax will be charged for purchases above SGD400 as required.

###### International Orders

All international orders are subject to the destination country’s customs and import duty fees, determined upon arrival based on product value. These fees are not included in the Whimsigirl order or shipping cost and must be paid by the recipient. Courier partners may vary to ensure the best rates and timely shipping.

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/tracking](https://www.ninjavan.co/en-my/tracking)Sabah & Sarawak: [https://www.citylinkexpress.com/track-your-shipment/](https://www.citylinkexpress.com/track-your-shipment/)Singapore: [https://www.ninjavan.co/en-sg/tracking](https://www.ninjavan.co/en-sg/tracking)Rest of the World: [https://www.dhl.com/my-en/home/tracking.html](https://www.dhl.com/my-en/home/tracking.html)

Send us your inquiries and ideas to [hello@whimsigirl.com](mailto: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.