FAQ
General Information
How to track your Order? / How do I track my order status?
Feel free to contact online CS or we will send you an Order Confirmation email with updates order status. Also you can check for your information by clicking ”My Order”online. If you are not registered, click the online CS or the “Tracking Information” link in the Email for details.
What do the order statuses mean?
Official Website:
Pending Payment: Your payment was unsuccessful
Processing: Payment is completed and your order is in progress
Shipped: Your parcel has been sent out
In-Delivery: Your parcel has been passed to courier
Completed: Order completed
APP:
Pending Confirmation: Payment is completed and your order is in progress
In-Delivery: Your parcel has been passed to courier
Returned: Product returned.
I forgot my password, what can I do?
Please to reset your password by clicking ”Forget Password”.
How to check the order number?
Feel free to contact online CS or we will send you an Order Confirmation email with updates order status. Also you can check for your Order Number by clicking ”My Order”. If you are not registered, click the online CS or the “Tracking Information” link in the Email for details.
Do I need to register an account for shopping?
It’s not necessary to register an account for shopping on website, but must do so on APP before placing an order. It’s easy to sign up and create a new account with us so that you would enjoy your shopping more.
Is product the same across the product image shown on our site/APP?
The product color might be slightly different due to the shooting lighting or the screen display color. You are welcomed to visit our physical stores to know more.
May I pick up my order at offline stores?
Currently we provide Delivery Service only for online shopping.
Are the online products assortment the same with those in the physical stores?
Yes.
Are the prices of products different from those on the price tag?
The prices of productsare subject to the system display at the time of purchase.
Is the pricing the same between online and offline stores?
Yes, except when having certain special promotional activities through specific channels or stores in malls.
May I cancel the order?
You can apply for returns when the order is in completed status. Returns will be accepted within 30 days of purchase with the sales receipt. Items must be in the original condition with tags and packaging intact. Items such as panties, socks, swimwear, nipple cover, beauty or cosmetics, accessories or free items are unreturnable. However, due to current MCO 3.0 restriction, we have extended our return period to 60 days for all orders made from 2 May 2021.
How can I return?
Please contact online CS or check order and find “RETURN”.
Delivery and Shipping
Time for shipping?
In general the shipment will be finished in 3 - 7 days upon an order is successfully placed and during high season and sale, you may experience a longer than expected delivery time. If the status of order remains unchanged over 7 days. You are suggested to contact CS to get better understanding of your order.
Is there a shipping service for a purchase at offline store?
There is no delivery service at all 6IXTY8IGHT offline stores.
May I exchange for another size?
Feel free to return and place a new order for a proper size online as there is no exchange arrangement for online sales yet. Returns will be accepted within 30 days of purchase with the sales receipt. Items must be in the original condition with tags and packaging intact. Items such as panties, socks, swimwear, nipple cover, beauty or cosmetics, accessories or free items are unreturnable.
May I return without price tag?
Items must be in the original condition with tags and packaging intact. Returned goods without price tag would not be accepted.
What happens if I missed my delivery?
Your parcel will be returned to our stores if we cannot reach you for 2 times and your order will be canceled and refunded. But we would be more than happy to redeliver your order. Please contact CS if you miss the delivery.
Can I request for my parcel to be left outside my residence, if there is no one home to accept my delivery?
We will call you before delivery. We don't suggest leaving your parcel in such manner. We would like to make sure your parcel reaches you safely, so a signature is required upon delivery.
How do I change my delivery information?
You can contact our CS for changing address or contact information. But it cannot be changed when the order status is SHIPPED.
I received a defective item, what should I do?
We are sincerely sorry about that. Please contact CS for handing. And you may need to send the information below.
Your Order ID (e.g:ecmy4000000408)
The product code of the defected item (e.g: 8F9TP07624E21)
Clear photo of the defect
Our Customer Care team will get back to you as soon as possible.
CS Contact:
Malaysia: eshopmy@6ixty8ight.com
I received a wrong item, what should I do?
We are sincerely sorry about that.
Please contact our CS and you may need to prepare the information as
Your Order Reference (e.g:ecmy4000000408)
The product code of item you have ordered (e.g: 8F9TP07624E21)
The product code of item you have received (e.g:8F9TP07625A02)
Our Customer Care team will get back to you as soon as possible.
CS Contact:
Malaysia: eshopmy@6ixty8ight.com
Who will bear the cost for returns?
The cost for returns will be borne by customers.
Where should I return the products to?
Refund application can be initiated online. Please return the products via mail with the information of order number, your name and phone number to below address.
Malaysia
Sunway Pyramid
Unit No. LG1.05, Lower Ground One, Sunway Pyramid Shopping Mall, No. 3 Jalan PJS 11/15, 47500 Bandar Sunway, Selangor Darul Ehsan, Malaysia
Tel: 603 5612 9868
You may also return your items physically to any 6IXTY8IGHT store in Malaysia.
Refund Policy
Partial Return: If you are requesting a partial return, we will only refund the price paid for the product(s). Any hearts used will not be refunded.
Full Return (Wrong Item or Quality Issue): In case of a full return due to wrong item or quality issues, we will provide a full refund. However, a valid unboxing video proof is required. Please upload the unboxing video to WeTransfer and include it in your email to us at eshopmy@6ixty8ight.com. Please note that the unboxing video must be taken before opening the parcel; otherwise, we will only refund the price paid for the product(s). Additionally, if you choose to return the product via postage, the postage fees will be borne by you.
Change of Mind/Size Not Fit: For returns due to change of mind or size not fitting, we do not refund the shipping fee. Additionally, if you choose to return the product via postage, the postage fees will be borne by you. Before making your purchase, we kindly recommend checking out our size guide to ensure the perfect fit for your items.