CUSTOMER SERVICE
How much is shipping?
For Domestic Malaysia shipments, we charge a flat rate fee of RM15 for any orders under RM500 and FREE SHIPPING for any order over RM500
How can I track my order status?
Once your order has been shipped, you will receive an email with your shipment’s tracking information, allowing you to keep tabs on the
progress of your delivery.
Why isn’t my order status updated on the shipment tracking platform?
Please allow up to 5 business days for tracking to appear.
Tracking shows my label has been created, but no movement. Why is this?
Your shipping status may take 1-2 business day before any location updates appear. If your tracking does not update after 5 business days, please email MIND/KIND Customer Service Team at mindodakind@melium.com and we will research the matter further.
My package shows as “Delivered” but I never received it. What should I do
Based on your location and preset preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbour of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Customer Service Team at mindodakind@melium.com and we will investigate the issue further.
Do you offer same day delivery?
Unfortunately, MIND/KIND do not offer same day delivery, however you’re welcome to visit and purchase from MIND/KIND in-store located at Lalaport Bukit Bintang City Centre.
Can I pick-up my order from MIND/KIND store?
Online orders cannot be retrieved at any MIND/KIND store location as all online orders must be shipped from our warehouse which is not open to the public.
Shipping Information
MIND/KIND ships to selected countries.
Order(s) will be shipped upon successful receipt of payment. Once your order has been shipped, you will receive an email with your shipments tracking information, allowing you to keep tabs on the delivery progress.
Our delivery processing periods are Monday to Friday from 10:00 AM till 3:00 PM (GMT+8). Any orders made after 3:00 PM will be processed on the next business day. Tracking information will be updated online one (1) business day after your order has been shipped.
We will deliver your goods to the address you give for delivery at the time you make your order. Delivery days are estimates only and are not guaranteed as we will always try to deliver your goods within the estimated delivery times below but actual delivery times are sometimes outside of our control.
Accordingly, unless you and MIND/KIND specifically agree otherwise, the delivery deadline for the goods is not essential.
Multiple Orders
We will normally deliver all items in a multiple product order together if they are ordered within the same day. However, sometimes your order might be split into separate deliveries to allow quicker processing and efficient delivery of your products.
Delivery Rates
Enjoy delivery and shipping fees on us with a minimum purchase of RM500 in a single receipt.
Purchases below RM500 will be charged as follows:
• RM15 for delivery within West and East Malaysia
Delivery Terms
We aim to deliver the Product to you at the place of delivery requested by you in your Order and the delivery time indicated by us at the time of your order checkout (as updated in the Order Confirmation). 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.
We shall notify you if we expect delays in shipping time and delivery date to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If it is not possible for us to deliver to some locations, we will inform you using the contact details that you provided to arrange for an alternative delivery address.
Should there be a change on your end of the arrangement and you are not available to take the delivery, we will leave a message with instructions on self-collection from the carrier.
Undervalue / Mark as Gift
We do not and will not undervalue products or mark them as gifts.
Return Policy
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
We recommend you return your items using the packaging your order arrived in. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund.
Please email your request to mindofakind@melium.com or processing. Kindly allow us three (3) to five (5) working days to respond.
Kindly note that Sale and Discounted items are not eligible for returns/refunds.
In-Store Return
Incorrect sizing and/or faulty product(s) can be returned within seven (7) days of receiving your product except for face mask, hosiery, swimwear, undergarments, jewellery due to health and safety purposes.
Please ensure that the product is sent back to us in the same condition as it was when received by you. Items must be unused, product tags shall not be tampered with, and the product shall be returned in the original accompanying packaging including authenticity tags and/or dust bags. Returns that do not meet the policy criteria will not be accepted.
Online/Shipping Return
For product/size exchanges, products must first be received for processing and requests will be completed, based on product availability.
If the requested exchange of colour and/or size is not available, we will refund you via store credit which you may utilise for your next purchase within 3 months. We may at our discretion offer either an immediate replacement or a full refund via store credit which you may utilise in your next visit subject to the terms and conditions.
We reserve the rights to not honour any refund/return requests of non-faulty products in instances where there may be evidence of usage and/or tempering.
All costs of shipping and taxes incurred related to returns are the responsibility of the customer and not the seller.
Each item is limited to a one-time exchange request only.
In the rare occurrence where the Product you receive is damaged, has defects and/or is faulty, please do not hesitate to contact our team at mindofakind@melium.com and provide your Order / Receipt Number for our reference within seven (7) days of receipt.
We offer a flexible returns policy; however, do note the number of returns made by a customer is monitored and continued returns in breach of our terms and conditions will be flagged and may at our discretion lead to the closure of your account or future orders being cancelled.
Defective Products
In the event that you receive a defective product or receive a product different from what was ordered, please email mindofakind@melium.com within 7 days of your product’s arrival. We will accept exchanges or returns on defective products in the following cases:
• If the customer contacted MIND/KIND more than 7 days after receiving the product
• The item appears to have been used, has a strong odor, has been worn, repaired, washed, cleaned or exchanged with another product not found on our store/website
• If the product is scratched or significantly different from when it was originally shipped
• The original product tags are separated or lost
Regarding Refunds
Refunds will be made within three (3) to five (5) working days. You will be refunded via store credit which you may utilise for your next purchase within 3 months.
Privacy Policy
We take our customers’ privacy very seriously and we will only collect, record, hold, store and use your personal information as outlined below. We will only keep your information for as long as we are either required to by law or as is relevant for the purposes for which it was collected.
This policy stipulates the handling of user’s personal information acquired by MIND/KIND as the member uses the services operated by The Melium Group.
Personal Data
We do not sell, share or trade customers’ personal information collected online with third parties. Personal information collected online will only be disclosed within our corporate group and to third parties for the purpose for which it was collected, as authorised and consented by you.When you create an account, the personal information we collect may include your:
• Name
• Delivery Address
• Email Address
• Telephone Number
• Mobile Number
• Date of birth
• Gender
When you make a purchase on our website, the additional information we collect may include credit card details based on payment methodology.
The personal information we collect from you will be used in some or all of the following ways:
• To deliver the products you have purchased from us
• To update you on the delivery of the product and for customer support purposes
• To provide you with relevant product information including marketing and/or promotional content
• To process your orders and to provide you with the services and information offered through our website and which you request
• Further, we will use the information you provide to administer your account with us; verify and carry out financial transactions in relation to payments you make online; audit the downloading of data from our website; improve the layout and/or content of the pages of our website and customise them for users; identify visitors on our website; carry out research on our users’ demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes
• To process your orders and to provide you with the services and information offered through our website and which you request
We may pass your name and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).
When you register as a preferred user on our website, we will also use your personal information to send you marketing and/or promotional materials from time to time.
Payments that you make through the website will be processed by our appointed agent. You must only submit to us or our Agent or the Site information which is accurate and not misleading and you must keep it up to date and inform us of changes.
Your actual order details may be stored with us but for security reasons cannot be retrieved directly by us. However, you may access this information by logging into your account on the website. Here you can view the details of your orders that have been completed, those which are open and those which are shortly to be dispatched and administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorised third parties. We cannot assume any liability for misuse of passwords unless this misuse is our fault.
Account Recovery
In the event you misplace or lose your password, you may recover your account by following the steps below:
Step 1: From the MIND/KIND login page, click on Forgot your password?
Step 2: Enter the email that you used to create your MIND/KIND account and click Submit
Step 3: You've been sent an email with a link to reset your password. In the email, click Reset your password.
Step 4: Enter your new password and in the Confirm password field.
Step 5: Click Reset password.
Step 6: Go back to the login page and log in with your new password.
You may also email us at mindofakind@melium.com to request recovery of the account, however, you will need to provide proof of ownership.
Updating Personal Information
You can access and update your personal information anytime by accessing your account on our website.
Security of Your Personal Information: we ensure that all information collected will be safely and securely stored. We protect your personal information by:
• Restricting access to personal information e.g. only through passwords
• Maintaining technology products to prevent unauthorised computer access
• Securely destroying your personal information when it's no longer needed for our record retention purposes
MIND/KIND websites use 128-bit SSL (secure sockets layer) encryption technology when processing your financial details. 128-bit SSL encryption is estimated to take at least one trillion years to break, and is the industry standard.
Changes to This Policy
The contents of this policy as subject to change without the consent of users. The changed privacy policy will take effect from the time it is communicated either via email or displayed online.
Inquiries Regarding Personal Information
Please email all inquiries regarding personal information to mindofakind@melium.com and we will get back to you within 2-3 business days.
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Presented by The Melium Group, MIND/KIND is backed by over 30 years of retail experience in the luxury segment, operating and managing mono-brand stores like Givenchy, Roger Vivier, Emilio Pucci, TOD’S, MCM, Max Mara, Hackett London, and many more.
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