SEASONAL SALE FROM 15.12 TO 22.12

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1.0 Orders


 My Account

  • You must create and sign into your account before you can proceed to payment.
  • To see or track your orders you will need to sign into your account.

 May I amend my order?

  • Our distribution team goes into action same day as soon as your order is confirmed online and payment is successful, so we can't make any changes. This includes amending the order items, changing the delivery address or payment method.
  • However, you may be able to cancel your order completely and place a new order instead.

 

May I cancel my order?

Yes, if you are within the time limit.

If you really wish to cancel your order, sign into your account. Look at your last order status.

  •  If the ‘Cancel/View’ button is available, you still have time to cancel it by clicking that button. The status will change to 'Cancelled'.
  • If the 'Cancel/View' button is not available (grey), it's too late for you. The items are on its way to you. You can return your order to us once you've received it.
  • For successfully cancelled orders, there will be no money taken from our side. However there may be a delay in reflecting the credit back in your statement depending on your bank or card merchant.
  • Once an order has been cancelled on our administration system, we cannot reinstate it.
  • General cancellation time limits:

Monday to Friday

Orders placed before 3p.m. will be sent same working day. Window to cancel order is short. You may cancel anytime up to 2p.m. that day.

Order’s placed after 3pm will be sent the next working day. You may cancel order up to 2pm the next working day (includes Saturday).

Saturday

Orders placed before 12noon will be sent same day. Window to cancel order is short. You may cancel anytime up to 11a.m. that day.

Order’s placed after 12noon will be sent the next working day. You may cancel order up to 2pm the next working day.

Sunday

All orders placed will be sent next working day. You may cancel anytime up to 2p.m. that working day.

 

 I received an incorrect or faulty Item

Firstly we are so very sorry!

Please check Returns section for incorrect of faulty items

 

 Size Chart

 Here is our women’s size guide for measurements:

SEA-citizen Size Chart

XS

S

M

L

Measurement

Equivalent Size

UK 8
US 4
EUR 36

UK 10
US 6
EUR 38

UK 12
US 8
EUR 40

UK 14
US 10
EUR 42

BUST

Inches

32

34

36

38

WAIST

Inches

24¾

26¾

28¾

30¾

HIPS

Inches

34¾

36¾

38¾

40¾

INSIDE LEG SEAM (REG)

Inches

 

 

 

 

 

 

Care Guide

Do


  • Always read the care label and wash instructions before washing your clothes.
  • Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
  • Turn garment inside out before washing.
  • The care label washing temperature is the highest permitted temperature. If you are unsure, always wash at a lower temperature rather than higher.
  • Iron with medium heat.

Don't
s

  • Avoid using too much detergent.
  • Do not use fabric detergents that contain chlorine bleach.
  • Do not tumble dry garment unless indicated on the care label.
  • Do not leave garments with white and contrast coloured panels soaking for prolonged periods.

 

 

 

2.0 Payments

 

Payment Methods

  • You can use any of the payment types listed below to pay for your order. Your details are safe with us as we take security very seriously indeed.

 

PayPal

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

IPay88

iPay88 is an Internet Payment Switching Gateway through Bank debit cards, Internet Banking (or E-Debit) & Electronic Wallet (E-Wallet), developed by Mobile88.Com Sdn. Bhd.

 

  • We also take fraud potential very seriously so all credit and debit cardholders are subject to validation and authorization by the card issuer, if required, and us.

 

Promo code/ Gift vouchers

Enter your promo code or gift voucher code on the order summary when you are at 'confirm & pay' page. This must be done here as it can't be applied later. Once code is entered, click 'Update' and it will apply to your order. You will notice that the total price is amended.

 

  • Only one promo code or gift voucher code can be used per order
  • Promo codes cannot be used with gift vouchers
  • Terms and conditions for each promo code vary so do check when you receive any promo code and make an order

 

Declined Payments

Please check the following:

  • Check the card details and make sure the information is correct, e.g. name on card, card number, card expiry date, billing address.
  • Check that the security code is entered correctly
  • Your card issuer may have declined your payment – e.g. exceeding card limit per transaction. Best to check directly with card merchant.
  • As no payment went through successfully, try paying with another card.

 

Customs and Import Duty Charges

Parcels may be subject to local customs or import duties by the destination country. It will be charged upon parcel’s arrival at destination country.

Charges are not within our control. Customs policies and import duties vary from country to country. Please check with your local customs office for current charges prior to order, so you are not surprised by the custom charges.

 

 

3.0 Delivery

 

Where do you deliver?

We can deliver anywhere in the world. Delivery charges differ.

 

How long will delivery take?

A general delivery period is given on the order confirmation. This is based on the delivery destination city, state and country.

 

 

Order Tracking

Sign into your account and look at the last order status.

  • Once your order is confirmed and payment successful, you will receive an automated email order confirmation. The order will be “In Progress”.
  • When our distribution team has couriered your order, you will receive an automated email dispatch confirmation. You will be able to track he parcel with courier with the link provided.

 

Courier Tracking and Delivery

  • Your order will be sent out via the most suitable carrier, dependent on size and weight. As best as possible we select couriers that fit value for money as well as parcel security and safe delivery.
  • Follow your parcel’s journey to you. When you receive our confirmation email that your order is on its way from our distribution team, simply click on the tracking link so you can follow your parcel’s journey.
  • Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
  • Our couriers deliver during normal business working hours and may require a signature on receipt. Please try to ensure someone is available to accept it at the given delivery address.
  • If you are not in when your parcel arrives, the courier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.
  • Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next working day.

 

Delivery Charges

  • Each confirmed and successful order will be packaged into a single delivery to lower your delivery charges. One order, one delivery charge.
  • From time to time we will introduce promotions that may include free delivery charges with minimum purchases.


Multiple Delivery Addresses

Each shopping cart order has one delivery address option. If you wish to have multiple delivery addresses for different items, order must be separated, placed and purchased in separate shopping carts.

 

Change of delivery address after order confirmation

Unfortunately once the order is confirmed and payment is successful, we are not able to change the delivery address for your order. This is to avoid possible fraud.

 

  • If you're not in when a delivery is attempted, our couriers will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

 

 

4.0 Returns/ Exchanges

 

Sorry to hear you wish to return an item.

In general, we have a ten (10) day return policy. We're also happy to exchange an item for another size if we have it available in our inventory and your item is returned in its original condition.

 

Please read the returns/ exchange policy, terms & conditions and method below.

 

Return/ Exchange Policy (within South East Asia)

  • You can return any item for a refund, or an exchange for a different size, within ten (10) days of receiving your original order.
  • To exchange for a different colour or pattern for the same style item, you will need to place a new order.
  • Return or exchanges must be requested online within ten (10) days of parcel receipt. From the date of the online return request, all returns must be delivered and received by our distribution centre within seven (7) days. Packages received after seven (7) days after the online return request will not be accepted and may have to send original item back to you.
  • If the returned item is acceptable, we will refund the price you purchased your item.

 

 International Return/ Exchange Policy (outside South East Asia)

  • You can return any item for a refund within 10 days of receiving your original order.
  • To exchange for a different size, colour or pattern for the same style item, you will need to place a new order.
  • Returns must be requested online within ten (10) days of parcel receipt. From the date of the online return request, all returns must be delivered and received by our distribution centre within ten (10) days. Packages received after ten (10) days after the online return request will not be accepted and may have to send original item back to you (with additional delivery charges).
  • If the returned item is acceptable, we will refund the price you purchased your item.

 

Conditions for Return/ Exchange

  • Items returned or for exchange must be in their original condition; have the garment tags still attached, in good condition and unused. Items will be inspected once we have received them.
  • Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid damage on the way to us. In the unlikely event that an item is returned to us in an unsuitable condition; used, worn or damaged, we are not able to refund or provide exchange and may have to send original item back to you.
  • We are not responsible for any items that are returned to us by mistake.

 

Unacceptable Returns/ Exchanges

These include, but not limited to

  • Item is not in its original condition; e.g. garment tags detached
  • Used, worn or damaged goods
  • Items where the product page was marked as non-returnable or final sale
  • Returns requested more than ten (10) days of receipt
  • Returns received by us more than seven (7) days of online return request (within SEA)
  • Returns received by us more than ten (10) days of online return request (outside SEA)

 

 How do I return/ exchange an item?

In order to process your return as quickly as possible, we kindly ask that you follow the procedure below. Items returned without the correct paperwork will take significantly more time than usual to process.

  • Initiate the self-service return/ exchange procedure online. Please sign into your account, find your last order and click “Returns”. Select item to return and fill in the Returns Form. Check order number and the desired return item’s name and number are correct.
  • Print the Returns Form and place inside the box (this will be your return packing slip).
  • Return items to the address provided.
  • Keep your postal proof of return receipt.
  • Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid any damage on the way to us.
  • If you’ve asked for a refund, we will refund the price you purchased the item. The actual credit may take up to 2 - 6 weeks to appear back on your bank statement. This depends on your bank or card merchant.
  • If you'd like to exchange your item for a different size, we will send your exchange item to the default delivery address on your account. To check or update your address details, log into My Account and click 'edit' below your Address Book (remember to click 'Save' when you're done).

 

Return/ Exchange for incorrect or faulty Item

In order to process your return as quickly as possible, we kindly ask that you follow the procedure below. Items returned without the correct paperwork will take significantly more time than usual to process.

 

  • Incorrect or faulty items are eligible for full refund in the original form of payment or replacement, once the incorrect/ faulty item is received and fault confirmed.
  • Free delivery charges for returns for incorrect or faulty items.
  • Initiate the self-service return procedure online. Please sign into your account, find your last order and click “Returns”. Select item to return and fill in the Returns Form. Check order number, the desired return item’s name and number are correct and the delivery address.
  • Print the Returns Form and place inside the box (this will be your return packing slip).
  • Print out the pre-paid Return Label and attached to the outer package. We need this pre-paid label to identify incorrect/ faulty orders; without it, the return/ exchange process may be delayed.
  • Pre-paid return shipping is equivalent to the delivery price (excluding promotional codes where delivery is free). If you use the prepaid return label provided, and we find the item was neither faulty nor incorrect, the pre-paid return shipping will be deducted from your refund amount.
  • Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid any damage on the way to us.
  • If you’ve asked for a refund, we will refund the price you purchased the item. The actual credit may take up to 2 - 6 weeks to appear back on your bank statement. This depends on your bank or card merchant.
  • If you requested a replacement, we will send your new parcel to the default delivery address on your account. To check or update your address details, log into My Account and click 'edit' below your Address Book (remember to click 'Save' when you're done).

 

 

5.0 My Account

 

I’ve forgotten my password

If you receive a message that says your email address/password is not recognized, follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
  • Once logged into your account, you will be prompted to create new password for your account. You can also update other details such as your email address, email preferences or default delivery address.

 

I’ve been locked out of my account

If you receive a message that says you have been locked out of your account, follow the steps below:

  • If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. You can wait until the account is unlocked and try again or click request for new password. Answer security questions and we will send a new temporary password to you.

 

 

6.0 Contact Us

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