FAQ

MY ACCOUNT

Do I need to have an account to shop online?

Having an account with uchino.com.my will speed up the checkout process and allow you to keep track of your orders.

You also have the option to shop as guest and fill in the required details for payment and shipping upon checkout.

What are the benefits of creating an account?

You will be able to:

Checkout faster by saving your address

View your order status and history

Save your favourite items

Receive the latest news on promotions, new arrivals and online exclusives

How do I create an account?

Head on over to the login page and register for an account.

How do I sign in to my account?

Enter your user name and password into the login field.

How do I reset/change my password?

Head to the login page and select forget your password. Enter your username or email address to receive an email with a link to reset your password.

To change your password, log into your account and head to change password. You can also do this through your account information page.

How can I edit/update my account details?

Log in to your account, head to my account and then to edit account. You can then edit/update your account information.

How can I edit/update my billing and shipping addresses?

Log in to your account, head to addresses. You can then edit/update your billing and shipping addresses and save them for future orders.

How do I unsubscribe from emails?

If you wish to unsubscribe from our mailing list, log in to the my account section of the Uchino Malaysia website and update the details under my preferences.
Please keep in mind that once you unsubscribe from our mailing list, you will no longer benefit from receiving your Uchino birthday voucher and other member exclusive deals.

SHIPPING

What are the available delivery options and rates?

Note: All orders are currently shipped out of Malaysia.

*Please note that delivery may take longer during sale events.

Does my order come with a guaranteed delivery date?

Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.

How can I track my order?

Once you’ve logged into your account, you can view your order status in my account under order history.

If you opt for guest checkout, you will not be able to view your order status.

For further assistance, please contact us at enquiry@uchino.com.my

I have not received my package, what should I do?

please contact us at enquiry@uchino.com.my

 Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.

Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field. To remove an outdated or incorrect address from your account, log in to your account and edit/update your address.

 How is a failed delivery processed?

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and you may follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.

There’s an item missing from my order, what should I do?

Please check the invoice that was included in your package. If there is any missing item(s), contact us at enquiry@uchino.com.my

PAYMENT

What forms of payment can I use?

We accept all major debit and credit cards from customers around the world.

My payment has been declined, what should I do?

Please try again and make sure you have input the correct information for card number, expiry date, etc. If the problem persists, contact your issuing bank or try an alternative mode of payment. For further assistance, please contact us at enquiry@uchino.com.my

Why are there extra charges reflected on my credit card bill?

Your issuing bank may impose small administrative charges for overseas usage. Please contact your bank for further information.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at uchino.com.my

RETURN & EXCHANGES

Exchange

The best way to exchange is simply to place a new order for the item you want and return the item you already have.

Return

We accept returns within 7 days of purchase should you change your mind about the items you have purchased from us online. 

Please send us an email at enquiry@uchino.com.my and drop the items off at our office Level 30, Menara Prestige, No.1 Jalan Pinang, 50450 Kuala Lumpur within 7 days from the day you receive your order.

UCHINO will not accept any returns of products that have been removed from their original packaging, used, stained, torn, washed, and/or with traces of fragrance or odours. We reserve the rights to reject any returns based on the above stated requirements.

A refund for the item and taxes will be given however shipping for the delivery will not be refunded. 

All returns will be credited back to the original credit card used and will only be processed upon receiving the merchandise.

Kindly provide proof of purchase for all exchange and refund matters.

*For overseas orders, please send your enquiry to enquiry@uchino.com.my for exchange and return matters.

Can I cancel the order or change my order for a different size, colour or item?  

Unfortunately, we are unable to amend these details or make changes to delivery or payment methods, once your order has been placed and payment has been captured.
We will attempt to cancel your order, however this can only be done within 24 hours of your order being placed.  Please contact us at enquiry@uchino.com.my for further assistance.

When I place an item in my shopping bag, will it automatically be reserved for me?

Placing an item in your shopping bag does not guarantee that the item has been reserved. Complete the checkout process to ensure you get your item(s).

I received an error when placing my order, what should I do?

Please provide a screenshot of the page where you experienced the error, or copy the error message and send it to enquiry@uchino.com.my for further assistance.