FAQ | 常见问题

Frequently Asked Questions (FAQ) | 常见问题

🖤 JOSI — FREQUENTLY ASKED QUESTIONS

📦 SHIPPING & TIMELINE

How do you deliver the pieces?

All orders are dispatched via trusted, trackable courier services. Shipping rates are as follows:

🇲🇾 West Malaysia (西马)
- Orders under MYR 250: MYR 10
- Orders MYR 250 – MYR 350: MYR 20
- Orders above MYR 350: FREE

🇲🇾 East Malaysia (东马)
- Orders under MYR 250: MYR 20
- Orders MYR 250 – MYR 350: MYR 30
- Orders above MYR 350: FREE

🇸🇬 Singapore
- Orders under MYR 250: MYR 35
- Orders MYR 250 – MYR 350: MYR 45
- Orders above MYR 350: FREE

When will my package arrive?

Ready-to-wear pieces: Dispatched within 1–3 business days once payment is verified.

Pre-order items: These pieces carry their own rhythm. The estimated timeline is stated explicitly on their respective product pages.

Delivery timeline:
- West Malaysia (西马): 5–8 business days
- East Malaysia (东马): 7–14 business days

Do you ship internationally?

We ship within Malaysia and to Singapore. For other international inquiries, please contact our team directly via email or Instagram DM before placing your order.

📏 Sizing & Garment Care

How do I choose my correct size?

True style lies in the perfect silhouette. A detailed Size Chart with exact measurements is available on every product page. We highly recommend measuring your current favorite pieces for comparison. If you find yourself between sizes or need tailored advice, our team is always here to guide you.

How should I wash and care for my JOSI garments?

To preserve the original structure, texture, and longevity of the fabrics, we recommend a gentle cold hand wash or professional dry cleaning. Avoid tumble drying, bleaching, or harsh wringing. Iron on low heat or use a garment steamer with care.

🔄 Returns & Exchanges

What is your return and exchange policy?

We want your JOSI pieces to feel like a second skin. If a piece does not resonate with you in fit or feel, we accept returns or exchanges within 7 days of receiving your package.

To be eligible, items must remain in their original condition: unworn, unwashed, unaltered, and with all tags securely attached in their original packaging.

Who covers the return shipping cost?

Personal preference / Size exchange: The return courier fee and the shipping fee for the replacement item are borne by the customer.

Defective or incorrect items: In the rare event of an oversight on our part, we take full responsibility. Please contact us with photographic evidence within 48 hours of delivery, and we will arrange a complimentary exchange or refund.

🪙 SILENT MARKS (LOYALTY PROGRAM)

What are Silent Marks and how do I earn them?

Silent Marks are our way of acknowledging your continuous support. Once you create a JOSI member account, every MYR 1 spent on product purchases awards you 1 Silent Mark. You can also unlock marks through special milestones, such as completing your profile or celebrating a birthday.

How do I redeem my marks for rewards?

Your accumulated marks are exclusive tokens that can be exchanged for premium rewards in your Member Panel. Marks can be converted into MYR 20 Gift Vouchers, Free Shipping Coupons, or Exclusive Percent-Off Codes to be unlocked on your future orders.

Q: What payment methods do you accept?

We offer different payment options depending on your location:

🇲🇾 Malaysia
- FPX Online Banking
- Touch 'n Go eWallet
- GrabPay
- Credit/Debit Card (Visa, Mastercard, Amex)
- Bank Transfer / DuitNow
→ Select Fiuu Payment or DuitNow / Bank Transfer at checkout

🇸🇬 Singapore
- Credit/Debit Card (Visa, Mastercard, Amex)
→ Select Stripe at checkout

🇬🇧 United Kingdom
- Credit/Debit Card (Visa, Mastercard, Amex)
→ Select Stripe at checkout

🇦🇺 Australia
- Credit/Debit Card (Visa, Mastercard, Amex)
→ Select Stripe at checkout

⚠️ Please note: FPX and Malaysian e-wallets (Touch 'n Go, GrabPay) are only available for Malaysian bank accounts. If you are outside Malaysia, please use Stripe (credit card) to complete your payment.

Q：你们接受哪些付款方式？

我们根据您的所在地提供不同的付款方式：

🇲🇾 马来西亚
- FPX 网上银行
- Touch 'n Go 电子钱包
- GrabPay
- 信用卡/借记卡（Visa、Mastercard、Amex）
- 银行转账 / DuitNow
→ 结账时选择 Fiuu Payment 或 DuitNow / 银行转账

🇸🇬 新加坡
- 信用卡/借记卡（Visa、Mastercard、Amex）
→ 结账时选择 Stripe

🇬🇧 英国
- 信用卡/借记卡（Visa、Mastercard、Amex）
→ 结账时选择 Stripe

🇦🇺 澳大利亚
- 信用卡/借记卡（Visa、Mastercard、Amex）
→ 结账时选择 Stripe

⚠️ 请注意：FPX 及马来西亚电子钱包（Touch 'n Go、GrabPay）仅适用于马来西亚银行账户。如您在马来西亚以外，请使用 Stripe（信用卡）付款。

Q: Can I return or exchange an item?

A: Please read our return and exchange policy carefully:

Logo-printed / Customised items: Items that have been printed with a custom logo are strictly non-refundable and non-exchangeable. Exceptions are only made if the item has a manufacturing defect (e.g., loose threads, holes, or damage caused during production). In such cases, only the defective pieces may be exchanged.
Jewellery items: All jewellery is non-refundable and non-exchangeable. Every piece undergoes strict quality control (QC) before dispatch.
Shipping damage or lost parcels: We are not responsible for items damaged in transit or lost parcels. Customers are advised to file a claim directly with the respective courier or shipping company for compensation.

Q：我可以退货或换货吗？

A：请仔细阅读我们的退换货政策：

定制logo印刷产品：已印刷定制logo的产品严格不接受退款或换货。唯一例外是产品存在生产缺陷（如线头松散、破洞或生产过程中造成的损坏），此情况下仅可换货有缺陷的产品。
珠宝饰品：所有珠宝产品不接受退款或换货。每件产品在发货前均经过严格质量检验（QC）。
运输损坏或包裹丢失：我们不对运输途中损坏或丢失的包裹负责。建议顾客直接向相关快递公司提出索赔。

Q: How do I track my order?

A: Once your order is shipped, you will receive a tracking number via email. Use it to track your parcel on the courier's website.

Q：我如何追踪我的订单？

A：订单发货后，您将收到一封包含追踪号码的电子邮件。请使用该号码在快递公司官网追踪您的包裹。

Q: Do you ship internationally?

A: We ship within Malaysia and to Singapore. For other international destinations, please contact us directly via email or Instagram DM before placing your order.