Everything you need to know before requesting a return.

<h2 dir="ltr" id="isPasted">Your return options</h2>When you return an item, you&apos;ll receive one of three things: a&#xA0;refund&#xA0;to your original payment method,&#xA0;store credit&#xA0;for a future purchase, or an&#xA0;exchange&#xA0;for another product. Which options are open to you depends on how you paid and how long it has been since your purchase. The same rules apply whether you live in Malaysia or are visiting.The day you receive your order (online purchases) or make your purchase (in-store purchases) counts as day 1. Weekends and public holidays are included.Time limits<div dir="ltr" align="left"><table style="margin-right: calc(51%); width: 49%;"><thead><tr><th>To receive</th><th>Request your return within</th></tr></thead><tbody><tr><td>A refund </td><td>7 days of purchase </td></tr><tr><td>Store credit </td><td>Within 30 days of purchase </td></tr><tr><td>An exchange </td><td>Within 30 days of purchase </td></tr></tbody></table></div> Based on how you paid These apply on top of the time limits above.<div dir="ltr" align="left"><table style="margin-right: calc(0%); width: 100%;"><thead><tr><th style="width: 37.8223%;">You paid with</th><th style="width: 62.0344%;">You can receive</th></tr></thead><tbody><tr><td style="width: 37.8223%;">Debit or credit card </td><td style="width: 62.0344%;">A refund to the same card, store credit, or an exchange </td></tr><tr><td style="width: 37.8223%;">E-wallet, FPX or buy now, pay later </td><td style="width: 62.0344%;">A refund to the original mode of payment, store credit, or an exchange </td></tr><tr><td style="width: 37.8223%;">A gift card&#xA0; </td><td style="width: 62.0344%;">Exchange or store credit only </td></tr><tr><td style="width: 37.8223%;">Store credit </td><td style="width: 62.0344%;">Not eligible for a refund, new store credit or an exchange. Manufacturing defects are still covered under our 30-day warranty.</td></tr><tr><td style="width: 37.8223%;">A mix of payment methods </td><td style="width: 62.0344%;">A refund to your card for the card portion, and store credit for any gift card portion. Any portion paid with store credit is not refunded. </td></tr><tr><td style="width: 37.8223%;">Mall vouchers </td><td style="width: 62.0344%;">Product exchange only </td></tr></tbody></table></div>If the item was a gift to you, you can choose store credit or an exchange, but not a return/refund.Our store at The Gardens Mall is cashless.Returns can only be made to our Malaysia store or byinviteonly.my, and cannot be made in Singapore. Store credit issued in Malaysia can only be used in Malaysia.Learn more about the <a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-exchanges-8861893" target="_blank" rel="noopener noreferrer">terms and conditions for</a> <a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-exchanges-8861893" target="_blank" rel="noopener noreferrer">Exchanges</a>.<h2 dir="ltr" id="isPasted">What can be returned</h2>To be accepted, your item must be:<ul><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">New, unused, and with no signs of wear or damage.</li><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">In its complete original packaging: jewellery box, jewellery pouch and card insert. You don&apos;t need to return the mailing box or paper bag.</li></ul>Each product can be returned once within the warranty period.To keep returns fair for everyone, By Invite Only may decline returns or exchanges from customers with a pattern of frequent or repeated returns.Items we can&apos;t accept<ul><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">Any items purchased with a discount of 30% off or more, or marked Final Sale at checkout..</li><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">Gift with Purchase (GWP) items. See our&#xA0;<a href="https://faq.byinviteonly.my/en-US/can-i-return-replace-or-exchange-a-gwp-8862654" target="_blank" rel="noopener noreferrer">returns, replacement and exchange policy for GWP</a>.</li><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">Jewellery care products.</li><li dir="ltr" style="text-decoration: none; font-family: Arial, Helvetica, sans-serif;">Add-ons such as extensions and backings.</li></ul>Faulty items are the exception. See below.Faulty itemsIf your item has a manufacturing defect, let us know even if it was a Final Sale purchase. We review every faulty item case by case.Please contact us within 30 days of receiving your item, with photos of the issue. Depending on the defect, we may offer a replacement or refund.Wear and tear, misuse and accidental damage are not considered faults. <h2 id="isPasted">Promotions, points and codes</h2><ul><li style="font-size: 16px; line-height: 2;">If returning part of an order means it no longer meets a promotion&apos;s conditions, your refund will be adjusted to the full retail price of the items you keep.</li><li style="font-size: 16px; line-height: 2;">Crystal Club points used on an order are restored only if the whole order is returned.</li><li style="font-size: 16px; line-height: 2;">Discount codes used on a returned order are not reissued.</li><li style="font-size: 16px; line-height: 2;">For orders that included a GWP, see our&#xA0;<a href="https://faq.byinviteonly.my/en-US/can-i-return-replace-or-exchange-a-gwp-8862654" target="_blank" rel="noopener noreferrer">returns, replacement and exchange policy for GWP</a>.</li></ul><h2 id="shipping-your-return">Shipping your return</h2><ul><li style="font-size: 16px; line-height: 2;">Return shipping costs are covered by you. We recommend a trackable service, as we cannot take responsibility for parcels lost on the way to us.</li><li style="font-size: 16px; line-height: 2;">If your return does not meet these terms, we will send the item back to you, and the delivery cost will be covered by you.</li></ul>By Invite Only reserves the right to decline any return that does not meet these terms.

[UPDATE] Tell me more about the terms and conditions for Returns

If you're heading down to one of our stores, have your order number ready and approach our retail team at the store.

<h5 id="isPasted">To make a return request online, please proceed to our <a href="https://www.byinviteonly.shop/a/returns" target="_blank" rel="noopener noreferrer" style=" text-decoration: none;">Self-Service Centre</a>.</h5>If you&apos;re heading down to one of our stores, have your order number ready and approach our retail team at the store.&#xA0;<ul><li style="font-family: Arial, Helvetica, sans-serif;">Locate your order number via your email receipt or log in to your account here.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif;">Learn more about our <a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-returns-8860604" target="_blank" rel="noopener noreferrer">terms and conditions for returns</a>.</li></ul>

[UPDATE] How do I request for a return

<h2 id="isPasted">Returning a gift from a friend?&#xA0;</h2>Please proceed to our&#xA0;<a href="https://www.byinviteonly.shop/a/returns" rel="noopener noreferrer" target="_blank">Return &amp; Exchange Portal</a>&#xA0;to request a return to store credits.All gift returns will be processed as per our&#xA0;<a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-returns-8860604" rel="noopener noreferrer" target="_blank">r</a><a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-returns-8860604" rel="noopener noreferrer" target="_blank">eturns policy</a>. If you prefer to exchange your item to another item, please visit our store to make the exchange. To learn about our exchange policy,&#xA0;<a href="https://faq.byinviteonly.my/en-US/tell-me-more-about-the-terms-and-conditions-for-exchanges-8861893" target="_blank" rel="noopener noreferrer" class="fr-green">click here</a><a href="https://faq.byinviteonly.shop/en-US/articles/exchanges-3246" rel="noopener noreferrer" target="_blank">.</a>&#xA0;Note: If you do not wish any email receipt to be sent to your friend. Please inform our friendly retail staff to change the email receipt to your preferred email address. To complete the return seamlessly without your friend&apos;s assistance, below are the steps to receive store credits into your account!Step 1: Click on the &quot; Return a Gift&quot; button on our <a href="https://www.byinviteonly.shop/a/returns" rel="noopener noreferrer" target="_blank">Return &amp; Exchange Portal</a>. <img src="https://attachments.gorgias.help/uploads.gorgias.io/v31pE7yEK47ZaGQR/Screenshot_2023-09-21_at_6.12.59_PM-d07b01a6-98d2-44a6-b8d8-0437ce065d6b.png" style="width: 458px;" class="fr-fic fr-dii">Step 2: Fill up the necessary information &amp; click &quot; Locate My Gift&quot;.&#xA0;<ul><li style="color: rgb(0, 0, 0);">Order ID starts with a # followed by six numerical numbers. Ex.#123456&#xA0;</li><li style="color: rgb(0, 0, 0);">The Order ID is not the same as the receipt number.&#xA0;</li><li style="color: rgb(0, 0, 0);">If you cannot locate the order ID, please <a href="https://faq.byinviteonly.my/en-US/contact" target="_blank" rel="noopener noreferrer">reach out to our Customer Service team</a> with your friend&apos;s email address or phone number, and we will be happy to share the order ID.&#xA0;</li><li style="color: rgb(0, 0, 0);">The gifter&apos;s contact information must be registered in our system to trace an order number based on the contact number.</li></ul><img src="https://attachments.gorgias.help/uploads.gorgias.io/v31pE7yEK47ZaGQR/Screenshot_2023-09-21_at_6.07.53_PM-890517c2-56fd-4174-a608-5df1949a44de.png" style="width: 540px;" class="fr-fic fr-dii">Step 3: Select the item that you wish to return.<img src="https://attachments.gorgias.help/uploads.gorgias.io/v31pE7yEK47ZaGQR/Screenshot_2023-09-18_at_5.39.31_PM-ae8cc826-949e-45b2-87c0-eed89b8e8f19.png" style="width: 435px;" class="fr-fic fr-dii">Step 4: Select the reason for the return &amp; upload an image of the item.&#xA0;<img src="https://attachments.gorgias.help/uploads.gorgias.io/v31pE7yEK47ZaGQR/Screenshot_2023-09-18_at_5.40.43_PM-949ff735-9ca6-42d8-a5ac-da7eb44aea0d.png" style="width: 435px;" class="fr-fic fr-dii">Step 5: Select either one of the following options<ol><li style="color: rgb(0, 0, 0);">Return for Store Credits - &#xA0;Return the item to any of our Physical Store(s) in Malaysia</li><li style="color: rgb(0, 0, 0);">Return for Store Credits - Mail the item back to the mailing address provided</li></ol><img src="https://attachments.gorgias.help/uploads.gorgias.io/v31pE7yEK47ZaGQR/Screenshot_2023-09-18_at_5.50.10_PM-915be37e-41f4-4c14-85ef-5deecfb244c5.png" style="width: 435px;" class="fr-fic fr-dii">Step 6: An RMA number will be generated for your request.&#xA0;We will review your request within the next two business days, and an approved email will be shared with you!Step 7: After your return is approved, drop off the item using your preferred method.&#xA0;Upon receiving it in our office, we will issue store credits to your account.All returns will be processed within 14 business days from the date of drop off, excluding weekends and public holidays. Urgent requests will not be entertained. We seek your patience and understanding.

Returns

[UPDATE] Tell me more about the terms and conditions for Returns

[UPDATE] How do I request for a return

How do I return a gift?