FAQs

DELIVERY POLICY

Malaysia - Delivery Options

  1. Do I have to pay a delivery charge?

Yes, all orders under RM380 are charged at RM10. All orders which are above RM380 enjoy free delivery.

  1. What delivery services do you offer?

We only offer standard shipping in Malaysia.

  1. Can you send my order without an invoice?

We are not able to dispatch orders without an invoice.

  1. Can I have my order delivered to a business address?

You can choose to have your order delivered to a business address. However, please be aware that we are unable to accept any responsibility for any loss or damage to the parcel once the delivery has been made.

Malaysia - Delivery Questions

  1. How long will my delivery take?

Delivery in East Malaysia will take 6-10 days and West Malaysia will be 5-8 days.

  1. Why haven't I received a dispatch email?

Please check for the email in your spam folders of your inbox. You can also view your dispatch notifications by logging into your Guess account.

If you have not received a notification and your account does not show that your order has been dispatched after 24 hours, please contact us.

  1. Why haven't I received any confirmation emails?

All notification emails are sent to the email address that has been used to place the order, if the email address was entered incorrectly you will not receive the email. Please also make sure to check your spam folders of the email address.

If you still have not received any emails please contact us.

Malaysia Delivery

  1. Do I have to pay a delivery charge?

Yes the customer pays for shipping for all orders under RM380.

  1. How long will my delivery take?

We aim to deliver your order as soon as possible. Delivery in East Malaysia will take 6-10 days and West Malaysia will be 5-8 days.

 

  1. Why haven't I received my order?

You will have had an estimated delivery date at the checkout and an order confirmation email to reflect this. If there has been no movement in your tracking for 5 days, please contact us.

 

SHIPPING POLICY

Malaysia - Change my order

  1. Will you price match my item?

As our discounts and promotions are only for a limited time, we do not offer price matching on orders placed outside the promotional period.

  1. Can I exchange my order?

No exchange is allowed currently, if you are unhappy with your order you can return within 30 days.

  1. Can I have my order delivered to another country?

Currently we only ship to Malaysia.

  1. Can I change my address after placing an order?

We are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'.

  1. Can I cancel my order?

We are unable to cancel orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'. You are able to return an item within 30 days for a full refund.

  1. Can I change my order?

We are unable to change orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'. You are able to return an item within 30 days for a full refund. Delivery fee of RM10 is non-refundable.

Malaysia - Payments

  1. Why does nothing happen when I click 'buy now'?

This could be a connection error. Please close down the webpage, clear your browser history and ensure you have enabled all cookies and pop ups.

  1. Why have I received an error message when placing my order?

Please reach us at contact@guess.com.my

  1. How can I pay for my order?

We accept any payments through MasterCard, Visa and Amex.

Malaysia - Placing my order

  1. Where can I find a size guide?

You can find our size guide on each product description page under the 'Size Chart’ tab. Basic measurements can also be found on the 'Select Size' drop down menu.

  1. What size should I order?

It is very difficult to recommend which size to purchase as each person has their own preferences for how an item should fit and feel. Our items are slim fitting, so we recommend taking this into consideration when placing your order.

  1. Will this item come back into stock?

We are unable to provide exact dates for if or when an item will be restocked in store or online. Our stock levels are updated daily so that items are made available as soon as possible.

  1. Can I change my address after placing an order?

We are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'.

  1. Can I cancel my order?

We are unable to cancel orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'. You are able to return an item within 30 days for a full refund.

Malaysia - Promotions

  1. Why isn't my promo code working?

It may have been entered incorrectly. You may find it helpful to copy and paste the code so that it is an exact match.  If the code has been entered correctly but does not work, please contact us.

 

Malaysia - Store returns policy

  1. Can I return my order to a Guess store?

All returns for online orders must be sent back to us via a trackable shipping service provider. You may reach us at contact@guess.com.my for all return enquiries.

The stores will not process your returns.

  1. What can I do if I am not happy with a store purchase?

If you are unhappy with a purchase you have made from one of our stores, you can return it to any of our stores with a valid proof of purchase for a refund or an exchange within 7 days of purchase.

 

Malaysia - Store questions

  1. Where is my nearest store?

You can locate your nearest store in the Stores Locator.

  1. Why haven't I received my eReceipt?

Please check your spam folders for the email address you provided at the time of purchase. If you cannot locate your eReceipt, please contact us with your purchase information.

 

  1. What is your store returns policy?

For items bought in our Malaysia stores you can return them to any Malaysia store (excluding airport stores) within 7 days for a refund, an exchange, providing the item is unworn, its original condition and proof of purchase can be provided.

Acceptable proof of purchase includes your original purchase receipt or a credit/debit card statement showing the transaction. 

Please note due to hygiene reasons, we are unable to offer an exchange or refund on underwear, swimwear and cosmetics, socks.

This returns policy does not cover gift cards, products bought from third party retailers (including concessions and franchise stores); products bought outside Malaysia and personalized or altered products. 

If you have bought the items from a Guess store outside Malaysia, please contact that store directly or check your receipt for the terms & conditions.