FAQ (PRE-OWNED ITEMS)
Do I need an account to place an order?
It is not compulsory to have an account to complete a purchase. But, if you register with us, you may get several privileges as follows through your Illysthetixc account:
- Track your orders
- View previous purchases and payment history
- Save your address and card details so you can shop even more quickly in future
How do I reset my password?
If you have forgotten your password, request a link to reset it or follow the ‘Forgotten password?’ link on the ‘Sign in’ page.
Are all items in Illysthetixc authentic?
Yes, we will go through authentication process meticulously and we provide 100% money back guarantee if items found not authentic.
What size should I buy?
The size and fit of a garment often varies amongst designers. To help you choose the most suitable size, you can refer to the captions on product on every product page.
If you need more details on sizing, contact us at [email protected]
What payment methods do you accept?
Touch N' Go eWallet, Shopback, instant transfer to our bank account.
Do you accept installment plan?
At this moment, we provide installments via Shopback (3-Months ZERO interest) paid through our website and 2 times cash installments monthly basis (through bank transfer) are accepted upon requests, if the second installment payment is not completed within 30 days after the first installment date, your item will automatically considered cancel with no refund provided from your first installment payment. To pay with cash installment payment, kindly click here to fill a form.
If your Shopback limits are lower than the item you wish to purchase, thus the balance amount can be paid through bank transfer.
Example:
Item Price: RM 6,990
Shopback Limits: RM 1,600
Balance after deducted from Shopback Limits: RM 5,390 can be paid through bank transfer.
To pay using this method, you may directly contact our customer care service first before placing an order, +6 013 744 7346.
Can I amend or cancel an item from my order?
Strictly no amendments or cancellations for any of our items displayed (Ready Stock/ Pre-Owned Items) as it will affects the Shipping & Delivery process. Thus, if customer insists to amend or cancel their purchase, there will be no returns/refunds provided to customer under any circumstances.
What's the difference between consignment and selling direct?
Selling directly to us means you’ll get paid immediately. Payment is usually made via Online Transfer. With this method, you save time instead of waiting for the item be sold. However, the pay-out value is lower when compared to consigning the item to us.
When you consign an item to us, you will only be paid after your item is sold (according to the payment schedule in the terms of consignment). Sellers may choose this method of selling if they want a higher value and do not mind waiting for items to be sold.
We only purchase selected items directly. However, we accept most items on consignment. Please refer to our collection for brands we accept.
How do I sell my items?
Selling Direct (Buy-Off)
Consigning your items to us
Are there any charges for consignment?
No, all you have to do is place your items with us for a minimum of 60 days. If you should decide to collect your items within a month; a service fee of RM100 will be charged.
Do I have to make an appointment to sell / consign my items?
Yes, it is recommended, you may contact the person in charge directly for physical item inspection and instant quotation, through whatsapp +6 013 744 7346 or through email at [email protected]
My consigned item is sold, when will I receive payment?
If it is sold between the 1st and 15th of the month, payment will be issued the following month by the 10th. If your consigned item is sold between the 16th and 30th/31st of a month, payment will be issued the following month by the 25th. All payments will be made via bank transfer only.
What are the terms and conditions for consignment?
Learn more here: https://www.illysthetixc.com/pages/terms-condition-for-consignments
What are the type of items you do not accept?
1. Counterfeit goods (RM 350 will be imposed if the items you send to us for consignment found not authentic).
2. Stolen goods
3. Items that are not in sellable condition
4. Shoes that are over worn
5. Bags with obvious holes / damaged
6. Rubber sole shoes that were kept in the storage for a long time, as soles will crack
7. Watches that are not in working condition / dead batteries
8. Bags with missing straps or pouches (subjective to further approval)
9. Bags that were badly recoloured
How much is the shipping fee?
We provide a flat rate shipping fee of RM 100 within Malaysia, and free delivery when you’ve met our minimum spending amount of RM 2,000. For international shipments, it is absolutely free when you've met our minimum spending amount. Simply add item to your cart to find out your entitlement if you qualify for free shipping.
What is the delivery time?
Our delivery partner DHL express & GDEX express provide delivery services based on the schedule below:
Peninsula Malaysia : Within 2-4 days
East Malaysia : Within 2-7 days
*Delivery period stated above only for the delivery period once the pre-order items has arrived Malaysia (Seller address in Malaysia to Buyer address)
Why did I get charged for import duty?
For international shipments, import duties may be charged by your Government. If you are not familiar with the duties charged, it best to check with your local customs officer before placing your order to avoid any unwanted surprises.
How long does it take to receive my parcel?
For customers within Klang Valley, you get to enjoy same day delivery (order cut-off time at 4PM for weekdays and latest 2PM for Saturdays) once your order arrived in Malaysia. Overseas shipments will vary depending on destination. We will provide you with a tracking to track the progress of your delivery.
Can I reserve an item?
For reservations, we will require a deposit of 30% of price (60% for items below RM 500) paid via bank transfer. The deposit is non-refundable but can be utilized for another item should you decide not to get the initial item of interest.
*Reservations applicable for Ready Stock Pre-Owned items ONLY.
Product Warranties
Are there any product warranties?
We do not provide any warranties for any of the items sold by us. As items are preowned, the pricing that we offer is based on a "as is" condition. Clients are advised to go through the pictures thoroughly to check the items condition prior to making a purchase. If you are still unsure of the item's condition, do not hesitate to contact us and we will be more than happy to furnish you with more pictures (and videos for ready stock item) upon request of certain areas that are not sufficiently clear. In case of any unforeseen deterioration of an item's condition after it is sold, you are advised to seek professional advise from your nearest cobbler , repairer or official boutique as we do not offer any after sales repairs or warranties.
FAQ (BRAND NEW ITEMS PRE-ORDER FROM EUROPE)
How do I place an order?
- All you need to do now is browse! You can browse by category located along the bottom of the page
- Once you have found the item you want, select your size and click on the ADD TO CART
- You can either click on the ‘Continue shopping’ or review the items in your cart by clicking on ‘View cart & checkout’.
- If you’re happy with the items in your shopping bag, click ‘PROCEED TO CHECKOUT’ to complete your order.
What do I do if there’s a problem with my order?
Our customer service representatives are more than happy to help you. You may contact us at +6013 744 7346
What payment methods do you accept?
Touch N' Go eWallet, Shopback, instant transfer to our bank account.
If your Shopback limits are lower than the item you wish to purchase, thus the balance amount can be paid through bank transfer.
Example:
Item Price: RM 6,990
Shopback Limits: RM 1,600
Balance after deducted from Shopback Limits: RM 5,390 can be paid through bank transfer.
To pay using this method, you may directly contact our customer care service first before placing an order, +6 013 744 7346.
I couldn’t proceed with payment and my order status is Pending. How do I proceed?
Kindly contact us immediately and we’ll assist in cancelling your order so that you can place a new one. We’d ask for your kind assistance not to bank in/transfer the amount to our bank account as we can’t guarantee the item you purchased is still in stock. In the case that you made a payment manually, we will have to refund you.
Why was my order cancelled?
In most cases, orders are automatically cancelled if we do not receive payments from you. However, if the amount has been deducted from your bank account, kindly contact us at +6013 744 7346 and we’ll check accordingly.
How do I add an item to my order after checking out?
You will need to make a separate order altogether.
I received my order, but one of them is missing. What do I do?
We are terribly sorry about that! Please contact our customer service with your order number and the item you did not receive at +6013 744 7346
I’ve received an incorrect item in my order. What do I do?
We are terribly sorry about that! Please contact our customer service at +6013 744 7346, send the photo of the incorrect item and the item you did not receive to us. You will then need to return the incorrectly received item back to us.
Can I change my address once my order is placed?
It is best to contact us immediately and provide us the order number and correct address as soon as order is placed. If it is doable, we will assist you accordingly in amending the address.
When will you process my orders?
Orders are processed within 24 hours. However, for orders placed on weekends and Public Holiday, they will be processed on the next working day.
*Processed here define as order will be submitted to secure your pre-order items
Which address should I ship my order to?
It is best to use an address in which you wish to receive the item or have a person ready to accept the parcel.
Are items in my cart reserved for me?
Putting an item into your cart does not reserve or hold that item for you. Until you proceed to checkout and make payment, that item will still be available to other buyers.
Can I cancel my order?
Unfortunately, we are not able to cancel your item once order was placed. Thus, kindly make up your mind confidently when purchasing to avoid losses as we will not provide any refund if customer insists to cancel order under any circumstances.
Why is my item notified as Out of Stock?
We perform stringent quality checks and if your item is the last piece available that failed our checks, we will cancel and refund (for pre-paid) the item even if your order was confirmed. You will then receive an email notification upon cancellation.
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