FAQ Order & Delivery | Love & Co. Malaysia

How do I know if my order is confirmed?

01

After placing your order, you should be expecting a payment notification from your payment provider and an order confirmation email shortly after from us. In an unlikely scenario where you do not receive an order confirmation email, do drop us an email at ecommercemy@love-and-co.com.

Can I amend my order after it is confirmed?

02

Generally, all order placed are final and confirmed. If you want to make amendments to your order after purchase, please chat with us online at the soonest possible. If orders have not been shipped out, our logistics team are able to make amendments on a case-by-case basis.

With changes to your order, do expect a slight delay in delivery.

Can I cancel or refund my order?

03

All online orders placed are final and non-cancellable, and we are unable to provide a refund unfortunately.

In the event of a special scenario, we are able to provide a refund minus a payment processing fee.

However, you can exchange your order for another item. Please refer to our Return & Exchange policy for more details.

How can I request an e-Invoice for my order?

04

If you require an e-Invoice, please contact our Customer Service immediately after placing your order via WhatsApp at +60122446381 or email at ecommercemy@love-and-co.com.

Please note that if we do not receive an e-Invoice request, our team will not proceed with the e-Invoice submission for your order.

What can I do if the order is meant as a gift?

05

All Love & Co. orders are packed in a recyclable box that comes with our Love & Co. paper bag and an official invoice. If the order is meant as a gift for the receiver, please drop us an email at ecommercemy@love-and-co.com with your order number if you want to exclude the official invoice in the package.

Do note that an invoice is necessary if you require any post-purchase follow up services, such as exchanges, engravings or polishing. Do make sure you keep your physical copy of receipt.

How do I track my online order?

06

After making a purchase, you will expect to receive an order confirmation email with details on your purchase and the estimated delivery date. Our orders typically take 3-5 working days for processing, and you will expect another email from us when your order has been shipped from our warehouse. This email will contain an updated delivery date.

What delivery methods does Love & Co. have and how much are your delivery charges?

07

We offer standard shipping and in-store collection.

Standard shipping is offered free of charge for all orders in West Malaysia. A flat delivery fee of RM15 applies to orders within East Malaysia. Most orders usually ship out within 3–5 working days after payment confirmation. Once your parcel has been handed over to GDEX, you will receive tracking details to follow your delivery status.

We also offer in-store collection. Orders are usually ready for collection within 7–10 working days after successful order placement. We will notify you via email and phone once your order is ready for collection.

Kindly note that the fulfilment periods shared above exclude weekends and public holidays.

Can I purchase online and collect item is store?

08

Yes, we offer in-store collection for online purchases. You can select the store collection option at the shipping page when you are carting out your order.

Customers must present the order confirmation email for verification to ensure the Order ID, buyer’s name and contact number match.

Can someone else collect the order on my behalf?

09

Yes, the buyer must send a signed authorization letter provided below, stating the authorized person’s details and permission to collect the order on their behalf, to our customer service team via WhatsApp +60122446381 at least 2 days in advance of the collection date.

When collecting the order from the respective store, the authorized person must present the following documents for verification:

A valid identification card (NRIC/Passport)
A copy of the order confirmation email, to ensure the order details match our records
A signed authorization letter from the buyer (as submitted to customer service) (optional)
These documents help ensure a smooth and secure collection process.

My order is delayed. What do I do?

10

Our orders usually ship out within 3–5 working days after payment confirmation for standard delivery. In an unlikely situation that your order has yet to reach you, please write in to us at ecommercemy@love-and-co.com with your order details.

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