We understand the struggles of purchasing online, especially when you are unable to physically try on our products. With that in mind, we happily accept returns and exchanges within 30 days from your purchase date. Do remember to mail back your returns within the time frame and it fulfills the following conditions as below:

TERMS & CONDITIONS

  • Returned item(s) must be returned in its original packaging & tags intact.
  • Returned item(s) must be in their original condition -  unworn, unwashed, unaltered, and have no signs of visible wear or tear.
  • Item(s) marked with [CLEARANCE/SPECIAL OFFER], and item(s) sold under Clearance Corner page are final sale and not eligible for return/exchange.
  • All shipping fees are non-refundable.
  • Exchanges are only granted once. 
  • Please note that refunds are strictly not allowed for items that have been exchanged.
  • For returns and exchanges, all shipping costs related (both returning and receiving [For exchanges]) will be borne by the customer. 
  • If you've received any free item via any ongoing discount, all items including free items have to be returned to be eligible for full refund. 
  • All replacement orders will be charged a fixed replacement fee of RM 10.

EXCHANGE & REFUND INSTRUCTIONS

We offer one (1) exchange or return for any unworn and unaltered items exchanged within 30 days of the original purchase date. Shipping and/or handling costs are to be borne by the customer. 

For all refunds and exchanges, an admin handling fee of RM 10 will be applied and will be borne by the customer. 

To initiate a return, kindly: 

  • Fill out your order number and order email.
  • For refunds, we will provide you with options to choose from when prompted. If you prefer an exchange, you can select the item(s) you’d like to exchange and specify the reason(s). In case your desired item(s) isn’t listed, you may opt for store credit and repurchase from our store.
  • Once you’ve filled out the necessary information, simply click ‘Continue’ and select to return via the ‘Mail’ option. You will have the flexibility to choose your preferred courier and arrange the return shipment.
  • Please ensure that you post the item(s) you wish to exchange or return within 10 days of initiating your return and provide us the return tracking number via email at hello@thousandmilesco.com  
  • Once our warehouse inspects your item(s). For exchanges, an invoice for the handling fee will be sent to you via email to proceed with shipping your new exchange order. For refunds, we will process your refund within 2-3 business days. The refund will be issued via your original payment method or as store credit.

START YOUR RETURN/EXCHANGE

Note: If you paid with a Gift Card, your refund will be issued back to that gift card.

Thousand Miles reserves the right to reject refund requests for returned item(s) that do not comply with above criteria above. 

 

RETURN & EXCHANGE FAQ

HOW LONG WILL MY REFUND / EXCHANGE TAKE TO BE PROCESSED?

Please allow up to 7 working days for us to assess your returned item(s) & process your refund / exchange from the day the parcel arrives at our warehouse.

Refunds may take up to 10 business days to be credited back into your original mode of purchase. All refunds will be processed using the same method originally used for your purchase.

Should the customer choose to opt for refunds in the form of store credit, the store credit will be shared with the customer within 2-3 business days.

 

PRODUCT DEFECTS

We're so sorry the order you received was less than perfect. We do have a strict quality control process in place however, a few may have slipped through the cracks. 

In the event where you receive damaged goods or if there’s a manufacturing defect on the item(s) that we have shipped out to you, please email us a clear picture of the defect to hello@thousandmilesco.com within 7 days from the date the product was received so that we can assist you in a timely manner and we can replace the item for you. 

WRONG ORDER 

We understand it can be frustrating to receive the wrong order. Please submit a photo through our return portal and select your desired outcome. Alternatively, you could send in an email at hello@thousandmilesco.com and our team will guide you through the process.

ORDER AMENDMENTS

We work very quickly to process all our orders. Please notify our customer support team with your order ID and email within 24 hours via email at hello@thousandmilesco.com.

However, we cannot guarantee that your order can still be amended as it may have been processed within 24 hours and if that’s the case, we are unable to allow any changes. Please check our size chart carefully before you place an order.

 

ORDER CANCELLATIONS

If you wish to request for a cancellation of your order prior to dispatch, please email us at hello@thousandmilesco.com within 12 hours upon placing your order. If your order has been fulfilled before the 12 hours' time frame, we will not be able to proceed with the necessary cancellations. Anything past 12 hours will not be eligible for cancellation

We cannot guarantee that your order will be canceled upon request as our Fulfillment Team works very quickly in processing all our orders.

 

ALL OTHER QUERIES

Please view our FAQs page, Contact Us or email us at hello@thousandmilesco.com for us to assist you further.

 

RETURN PORTAL FAQ

  • I submitted a return but decided to amend the details of my returns. What should I do?
  • Not to worry! If you need to make any changes to your order, please reach out to us at hello@thousandmilesco.com before sending off your order for us to update your returns back end.

     

  • What happens if I received something faulty and it's already outside the 30 day return window?
  • If you have received a defective item, do reach out to our team at hello@thousandmilesco.com. Kindly note that we only accept returns/exchange requests within the ‘30’ day return period as per our return policy.

     

  • How can I tell which items are not eligible for an exchange or return?
  • All Clearance/SPECIAL OFFER items are not eligible for an exchange or return. 

     

  • Who do I contact if I have further enquiries?
  • For further enquiries, you may reach out to us at hello@thousandmilesco.com.