Frequently asked questions

Sizes

What are the sizes for your products?

The measurements are in the description box.



Are there more than one size for your products?

Unfortunately no (for the time being).



Why are there no other sizes?

Every design comes in a set of measurements that does not work with simple sizing calculations. The design and size are constricted by the width of the fabric as we use the whole 'block' of fabric for one design (zero waste pattern cutting). At the moment our fabric is only 110cm wide. It means it is impossible to produce a range of sizes for the same design. (Please refer to Our Story for more information about our zero waste design).



If there's no sizes, how do I know which to purchase?

The exact measurements will be written in the description box. We will also include a rough estimate of sizing but highly recommend you to measure yourself to compare the sizes. If you have any inquiries regarding this matter, please email us at hello@lttl.co.



How to make sure the garment fits?

Use a tape measure to measure following the graph below. Bare in mind, the tape measure should go around the body to get an accurate measurement.



Delivery

Where do you deliver?

We currently only ship to the following countries: Southeast Asia: Singapore, Thailand, Brunei, Indonesia, Philippines, Indonesia and Vietnam. Asia: Japan, South Korea, China, Hong Kong and Taiwan International: New Zealand, Australia, United Kingdom, United States of America and Canada



How much does shipping cost?

MALAYSIA ​ Free shipping on ALL domestic orders. All domestic orders are delivered by GDEX. Standard delivery time of 3-5 working days. ​ ​ INTERNATIONAL SHIPPING ​ All our international orders are delivered by PosLaju, GDEX, DHL or FedEx. We do not offer free international shipping on orders. A country-specific shipping fee will be applied at checkout on orders under relevant amount. Shipping times may vary, but you will receive your order with estimated 4-10 business days of its ship date.



How long does delivery take?

MALAYSIA ​ All domestic orders are delivered by our national courier service, GDEX. Standard delivery time of 3-5 working days. ​ ​ INTERNATIONAL SHIPPING All our international orders are delivered by PosLaju, GDEX, DHL or FedEx. Shipping times may vary, but you will receive your order with estimated 4-10 business days of its ship date.



Has my order been shipped out yet?

**As each piece is lovingly handmade, it can take up to 2-3 weeks to process and ship your order(s). Once payment is made, we will process your order within 24 hours (working day) and will ship within the next 48 hours (working days) via PosLaju, GDEX, FedEx or DHL (for international orders). For Pre-order only items, please read under Shipping Info for the delivery date. Once your order has been processed and packed, we will email you a unique tracking code for you to keep tab on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it's there!



Order

How do I place an order?

1. Start by browsing our products. 2. Once you have found the item you like, select the amount of pieces you'd like to purchase and click on the ADD TO CART button. 3. Your cart will pop up on the right side. 4. If you wish to check out immediately, push VIEW CART. 5. If you'd like to continue browsing, ignore the pop up and continue your shopping. 6. When you are happy with the items in your cart, click on the shopping bag icon on the top right side of the page. Click VIEW CART. 7. Then click CHECK OUT to complete your order.



What do I do if there's a problem with my order?

We are more than happy to help you. Email us at hello@lttl.co and we will get back to you as soon as possible.



What payment methods do you accept?

(a) Our payments are processed through PayPal: 1. You can pay using your Visa or Mastercard. If you check out in a currency other than your credit card's currency, you may be subject to a currency conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees. 2. You can also pay through PayPal. PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees. (b) You may also opt for offline bank transfers. The payment instructions will be presented to you at checkout. if you have any inquiries, please do not hesitate to email us at hello@lttl.co



I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via email to hello@lttl.co and we will assist in cancelling your order so that you can place a new one.



Can I cancel my order?

Yes, you can. You will need to email hello@lttl.co within the first 24 hours so that we won't process your order. Order cancellation requests will not be entertained after 24 hours.



Why was my order canceled?

In most cases, orders are automatically canceled if we do not receive payments from you via PayPal or offline bank transfer. However, if the amount has been deducted from your bank account, kindly email us at hello@lttl.co and we'll sort it out right away (within working days).



How do I add an item to my order after checking out?

You will need to make a separate order altogether.



The item I received is faulty.

We apologise for this blunder. If a faulty item is sent to you, please let us know immediately.Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to hello@lttl.co. We will exchange your item for a new one. In the event of your faulty item is out of stock, we will refund you fully including the shipping fee. Or we can put in a special made to order for you, with up to 30 days waiting period. We will send you instructions via email to return the faulty item back to us.



I received an incorrect item.

Do let us know immediately via email at hello@lttl.co along with your order ID and we'll get it sorted out for you.



An item is missing from my order.

Send an email to hello@lttl.co with your order ID and we will have it shipped out to you as soon as possible. There is will be NO additional shipping charges.



Do you restock items?

We might. Whenever we restock an item, we will announce it on our Facebook and Instagram. So, do like and follow to keep up to date.



Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so at the moment but we are working on it. We will announce new arrivals and restocks on our Facebook and Instagram. So, don't forget to subscribe and check frequently! :)



Payment

What payment methods do you accept?

(a) Our payments are processed through PayPal: 1. You can pay using your Visa or Mastercard. If you check out in a currency other than your credit card's currency, you may be subject to a currency conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees. 2. You can also pay through PayPal. PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees. (b) You may also opt for offline bank transfers. The payment instructions will be presented to you at checkout. if you have any inquiries, please do not hesitate to email us at hello@lttl.co



How do I pay with my debit / credit card?

1. During checkout, after you have filled in all the details, click CHECK OUT WITH PAYPAL. 2. You will be directed to PayPal. 3. Scroll down to find 'Pay with debit or credit card' option. 4. All you need to do now is to fill in your debit / credit card details and you are set to go.



Returns

What is your returns policy?

We hope our products are in perfect condition when they reach you but if something is faulty, you have 14 days to send it back to us. We’ll give you a full refund by the same method you used to pay, and we ask that items are returned clean, unworn and have all their tags on. If you decide to return something, please ensure that it is in its original condition. This means... - clean (no deodorant, perfume, body odour or make-up stains) - unworn - unwashed ​ For hygiene reasons, masks cannot be returned or exchanged. If the mask(s) we send you is/are faulty, please reach out via our socials or email us at hello@lttl.co. ​ Any non-faulty items will not be refunded and will be sent back to you.



How do I return something to you?

Please email us at hello@lttl.co. We will send you instructions via email to return the faulty item back to us.



Will you refund me my delivery charge?

No. Delivery charges are not refundable.



I have been refunded the incorrect amount.

Do email us at hello@lttl.co and we will refund you accordingly.



Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.



I returned an item and it was incorrectly refunded or replaced.

Do email us at hello@lttl.co and we will check on your orders accordingly.



Can I come and collect or return a parcel in person?

We truly apologise as we do not accept walk-in pickup and/or returns at our studio. You may ship your items to us.



Contacts

Need to speak to someone?

Email us at hello@lttl.co or drop us a dm on our Facebook and Instagram. We will respond to you as soon as possible during business hours from Monday - Friday, 10 am - 5 pm.