- General Enquiries
Are all items in stock?
All items are in stock. However, stock quantities may vary from one item to another. If an item is sold out, it would be indicated as SOLD OUT. Should there be an issue with stock availability once you have already made a purchase, we are prepared to assist you to rectify the matter.
How long will my item stay in my bag if I do not proceed to make payment immediately?
Your bags selected item(s) will remain for a maximum of 2 hours. Thereafter, the item(s) will be released.
Do I need to be a registered member to make a purchase?
Yes, you are required to register as a member prior to making your purchase.
The item I would like is no longer in stock, Will it be restocked?
Sold out items are rarely restocked due to season and collection cycle changes.
If the item you like has sold out, you may call our Customer Service and we will try our best to assist.
Is there a physical store which I can visit and try on the items?
Yes. You can purchase our products from any of our stores listed here.
Can I reserve an item I like and make my purchase later?
Unfortunately, we do not offer reservations of items. Items selected will only be held in your cart for a maximum of 2 hours.
If really like an item, we would suggest making payment for it immediately to avoid disappointment.
How can I send my feedback on items or any other matters pertaining to the site?
You may contact our office to convey your feedback by calling +603 7958 3315.
We also advise that there may be inconsistencies with each design depending on the batch of cotton that we use for our T-shirts, but we strive to ensure all our products are consistent.
How do I unsubscribe from your newsletter?
To unsubscribe from our newsletter, sign in to Pestle & Mortar Clothing, head on to your "Account". Then click "Newsletter Preference" and TICK the unsubscribe check box. Please allow up to 24 hours for this action to take effect.
What are my payment options?
Pestle & Mortar Clothing uses Paypal and iPay88 as payment options.
Paypal allows you to make payments via your credit/debit card or Paypal account.
iPay88 allows for online internet banking options such as CIMB Click and Maybank2U. This option is only applicable for customers in Malaysia.
I don't have a Paypal registered account. Do I have to sign up for one?
It's not necessary to sign up for a Paypal account if you don't have one. Once you have checked out, you will be brought to Paypal's payment portal. You have the option to sign in with your registered Paypal account OR you may use the service as a guest by just keying in your payment details.
What are Cross border fees mentioned during my checkout?
As Paypal is not based on Malaysian shores, all credit card users may be subjected to cross border fees. The rates may vary with every credit card provider. We strongly suggest that you enquire with your issuing bank on this matter.
On another note, we are actively working on additional payment modes in future for your convenience!
Paypal just charged me 1 USD ! What is this charge for?
Worry not. The 1 USD charged by paypal is a verification fee. Once you have made full payment of your purchase via Paypal, you will be refunded the 1 USD charged to your credit card.
We strongly suggest that you check with your credit card issuing bank for further information on the refund if it is not done immediately.
Does iPay88 keep my personal information?
iPay88 acts as a payment portal linking you to various online banking options. Depending the the bank you wish to use, you are required to login with your online banking details to perform a transaction.
Most local banks would require a TAC or transaction CODE in order to proceed with a transaction. This is for security reasons.
Should there be an issue performing payment via online banking, it would be best to consult your issuing bank.
Are all bank accounts ready for online banking functions?
It would be best to consult your bank for advice.
Most banks require an activation of online banking from your bank account.
Can I return my purchased items for any reason?
You may return your purchased items based on the terms & conditions of the returns policy. You will also be provided a printed copy of the returns policy and guidelines when you receive your purchases.
For the full Returns Policy for both Retail Stores and the Online Store, please refer below :
Store Return Policy
1. Items purchased from Pestle & Mortar are eligible for an exchange if returned within 7 days of purchase. Only damaged/faulty items are returnable.
2. Items must be returned unworn, unwashed, undamaged and unused with all original tags and packaging attached, along with the receipt or proof of purchase.
3. Sale items are not eligible for an exchange or a refund.
4. Damaged items: If you have purchased an item that is damaged/faulty, please contact us immediately.
Online Store Return Policy
1. All products are only eligible for exchange (based on availability) and are non-refundable. Only damaged/faulty items are refundable.
2. Items purchased from Pestle & Mortar Clothing are eligible for exchange within 14 days after arrival of item. Sale items are not eligible for exchange or refund.
3. Items can be exchanged for equal or lesser value of original purchase price.
4. Please note that payment via bank transfer must be paid in exact amount as we do not provide change for any orders.
5. If item received is damaged/faulty, please contact us immediately.
Will you reimburse my shipping cost for returning the item?
No, all items returned are shipped at your own cost and choice of shipping partner as per the Terms & Conditions.
Will I be refunded once I have returned an item?
Once we have received the returned item(s), We will put it through Quality Control. When it has passed, we will refund the paid amount in the form of store credit via your Pestle & Mortar Clothing account. We will contact you if there is an issue with the returned item(s).
Can I request for an exchange of item?
No. All items sold are non-exchangeable unless there had been an error on out part. If it's certain there has been an error, please contact us immediately and we will assist accordingly.
How can I check on my order status?
You may check your order status under 'Purchase History' in your Pestle & Mortar Clothing account.
Should you have any other concerns pertaining to your order, please contact our Customer Service.
Can I cancel my order once I have made payment?
Unfortunately all orders placed and paid for are final and we are not able to cancel the order. If there are severe reasons for cancellations, please contact us.
How do I select a size?
Garments and footwear sizes represented differently according to the source of the items. You may refer to our size guide in every product page to assist you in selecting the appropriate size. Please note that sizes are never 100% accurate according to the guide as it highly depends on each garments or footwear's cutting and style.
Should you wish to enquire in further detail of a specific item, please contact us.
- Privacy & Security
I have registered with pestlemortarclothing.com, are all my personal information secure?
Yes, all personal information provided by you during registration and during a purchase transaction completion is kept strictly confidential.
Pestle & Mortar Clothing requires basic personal information such as your name, address, email and contact number in order to ensure hassle free delivery.
Will my personal information be utilised other than for shipping reference?
Pestle & Mortar Clothing may use your email or shipping address to send you occasional promotional information. However, your personal information is kept safe within Pestle & Mortar Clothing and will not be sent to any third party for promotional activities.
Are my payment details such as my credit/debit card number secure?
Pestle & Mortar Clothing currently uses Paypal as the credit/debit card payment option. If you choose to pay via credit/debit card on Paypal, we will receive your payment confirmation. No credit card information is provided to us hence, no payment details will be retained.
- Shipping & Delivery
Do I have to pay for shipping charges?
For Domestic shipment, we use Poslaju as our domestic courier partner.
Domestic shipping is charged at RM6.00 for orders below RM50.00 and is free for orders above RM50.00.
In-store pickup is only available for orders made in Klang Valley and is free for all orders. You may choose to collect your order from Pestle & Mortar Clothing Bangsar and Major Drop Sunway Pyramid.
Singapore shipping is charged at RM40.00 (approx. SGD15) for orders below RM500.00 and is free for orders above RM500.00.
International shipping is charged at RM80.00 (approx. USD20) for orders below RM500.00 and is free for orders above RM500.00.
Express International Shipping is charged at a flat rate of RM120.00 (approx. USD30) and is only applicable for orders from the United States.
What is in-store pick up?
In-store pick up is only available for domestic orders. Pick up points are at Major Drop Sunway Pyramid or Pestle & Mortar Clothing Bangsar. It will be ready for collection within 3 working days.
Print out your email receipt or upload receipt to your mobile.
Head to our Major Drop store in Sunway Pyramid or Pestle & Mortar Clothing store in Bangsar.
Show our staff your email receipt to collect your order. You will be asked to initial a form as proof of receipt.
When do I pay for the shipping charges?
Shipping charges are calculated automatically based on your cart items. The amount is payable upon checkout.
How long will it take for my purchase to arrive?
For deliveries within Malaysia, the estimated shipping time would take approximately 3-4 days. An additional day is usually required for deliveries within east Malaysia or rural addresses.
For international shipping, it may take up to 20 business days, depending on shipping address.
Will my order be processed, shipped out on the same day I made my purchase?
Your order will be shipped out the next working day after your order is placed. Delivery will take between 3-4 days and an additional day for East Malaysia. International orders will be sent the next working day and may take up to 20 working days to reach its destination.
Do note that when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
Do you ship on Weekends?
We're sorry, we are only able to ship your items to you on weekdays during office hours.
Can I indicate a P.O box as my delivery address?
For orders within Malaysia, only residential or commercial addresses are accepted. We will not send purchases to a P.O Box.
For International orders, residential and commercial addresses are advised as we cannot advise on each countries' shipping regulations.
What If I'm not around and have missed the delivery?
Should you happen to be away during the delivery, our courier partner will contact you.
If the above fails, our courier partner will leave a note at your delivery address that they have missed you. You would be required to collect your parcel/package at the courier outlet stated in the note.
Please indicate your contact number and shipping address accurately during your purchase transaction. In any case that your parcel was returned to us and need to be resend to you due to incorrect address or was not picked up at the courier outlet during the specified period, you will need to bear the cost of shipping incurred to be sent to you.
Should you encounter any issues, please contact us.
Can I change my shipping address once my order has been confirmed?
Once your order has been placed and confirmed, you are not allowed to change the shipping address. Please indicate your shipping address accurately to avoid any inconvenience.
However, you may contact our Customer Service if there is a concern.
Can I indicate an office address as my delivery address?
Yes, we ship to both residential and commercial addresses.
For commercial / office address, please note that our courier partners are required to comply with the buildings rules and regulations – if our courier partner is restricted from access to your office, they will contact you via your contact number provided.
We do not advise that our courier partners be instructed to leave your purchases at any reception/management office/security office. We will not be held responsible for any losses in this case. Please contact us if you require further clarification.