Help Center

• How do I sign up as a member?

Just sign up HERE!
Or alternatively, login with your Facebook or Google account and shop away!

If you have an existing account with us as of 15th December 2020, you'll be automatically enrolled into our Reward Program. You'll be assigned a tier - either Regular, VIP or VVIP based on your online purchases made in the previous 12 months under the account.

• How do I change my password?

Click HERE and go to “Forgot Your Password?”
Enter your email address and submit.
You will receive an email which will guide you through the process of changing/resetting your password.

• Should I subscribe to your E-Newsletter?

YES, definitely! By subscribing to our newsletters, you will be the first to know of our new arrivals, exclusive deals, promotions and flash sales.

• Do I need to register to shop?

No, you do not need an account to place an order with us. You may choose to check out your shopping cart as a guest. 
However, we would encourage you to sign up for an account with us so as to better manage and track your order history with us, and for smoother and faster checkout on your next purchase. Also, to collect and redeem Rewards Points for every bucks you spent!

Click HERE for more details on our Rewarding Journey!

• Am I required to spend a minimum amount in a single order to accumulate points?
  

No, there is no minimum order required.

• How many points would I get for each RM spent?
  

RM 1 = 1 Point

• Are there any conditions imposed on accumulation of points?
  

The total number of points earned will be determined by your total paid amount (including postage charge) after being rounded down (i.e. RM59.90 = 59 points earned).

• Are there any conditions imposed on redemption?

The vouchers cannot be used concurrently with any active discount codes/ongoing promotions.

Kindly refer to HERE for more details.

• Will my tier status be downgraded?

Regular tier: Will never expire!
VIP tier: Will only be downgraded to Regular tier if you do not hit the accumulated spend of RM600 over a 12-month period from the date you joined/upgraded.
VVIP tier: Will only be downgraded to VIP or Regular if you do not hit the accumulated spend of RM1,000 over a 12-month period from the date you joined/upgraded.

• What happens if my tier status gets downgraded?

Not to worry, you'll still get to enjoy the benefits of your new tier.
The good news is that you will not lose any of your points. As soon as you've met the minimum spend required to reach the next tier, you'll be upgraded again!

• Will my tier be downgraded when I redeem my points?

Not at all! Redeeming your points won't affect your tier status.
To maintain your tier status, you only need to meet an accumulated spend required for the tier.

• What are the different tier levels and benefits?

Click HERE for more information!

• I completed an activity/made an order but didn't earn any points! What should I do?

Don't worry, just reach out to us via Facebook, Instagram or email at my@airspaceonline.com with your issue. Screenshots will be helpful as well and we'll do our best to sort this out for you!

• Are your products ready stock?

Yes, all the items listing on our site are ready stock; the variant availability is shown in real time status. The system shall ensure your order is with stock before you proceed to payment.

(Pre-order items are excluded from the rules above and will be labelled with a red “Pre Order” sign to remind you before you place an order.)

Only under very rare circumstances, with defect items or missing stocks, we will notify you and proceed with refund in the form of discount code. Otherwise, all your successful orders are deemed to be of ready stocks.

• How do I place an order?

You may contact us via Facebook Messenger or Instagram to place an order with our Customer Service Team.

Or kindly refer to HERE to make a purchase online.

• Can I amend my order after it has been placed?

We are afraid that we are unable to allow amendments to be made to your order upon confirmation. This will allow us to process all orders as efficiently as possible and to avoid confusion which might result in errors later on.

We seek your understanding regarding this and strongly encourage you to review and be 100% sure of all your order details before checking out.

• How do I cancel my order?

You may contact us via Facebook Messenger and provide your Order ID.

We will try our best to assist you but we are unable to cancel the order once it has been processed.

• How do I check my order status?

Kindly log into your Air Space account, and your Order ID with its status will be shown.

Also, a confirmation email will be sent to you after the order has been placed successfully. You may check on the order status in the particular email.

• Why did I not receive a confirmation email after placing an order?

There might be a slight delay in delivery of the confirmation email.

Or it may have landed in your junk or spam folder. Please do a quick check on your spam/junk mail or “Promotion” folder for Gmail user.

If they're still nowhere to be found, kindly reach out to us via Facebook Messenger or email at my@airspaceonline.com for assistance.

• What happens if I check out a Pre-Order item along with a Ready-Stock item? 

Unfortunately, combine order of pre-order and ready stock items is strictly not allowed. 
Your pre-order item and ready-stock item will be separated into two different orders. 

Do note that additional shipping fees will apply and you might have to top up additional postage for them to be shipped separately.

• Why is the item in my shopping cart out of stock? What should I do?

Oh no! We are sorry that items in your shopping cart are not reserved. Hence, we encourage you to complete your purchase as soon as you can in order to secure your items.

In the event that your item is unavailable, we will notify you and proceed with refund to you in the form of discount code.

• Will an item be restocked?

We are unable to assure the restocking of all products but do let us know what you'd like to see restocked and we might just bring it back! 
And whenever we get a restock, we will usually announce it on our Facebook fan page, so it’s good to check frequently.

Or kindly click the "Notify Me" button located on the product page that is currently out of stock, and complete the required fields. You will receive an automated notification via email once the item is back in stock. 

Every design usually comes in limited pieces so be sure to grab it before it’s sold out.

• Do you have a size guide?

Of course we do!

• How do I read your measurement chart?

Our products are measured laid flat from pit to pit in "CM", which means it is taken on a single side.

Do refer to the size chart on individual product pages for measurements specific to each and every item before deciding on a size.

• Can discrepancy in measurements be considered a defect?

Length discrepancy of 2 to 3cm shall not be considered a defect.

Please note that for knit items, due to the high level of stretchability of knit, this variance is set to 8 to 10cm for knit items.

• Is the colour of the product image on your website exactly the same as the actual item that I will receive?

We make every effort to display, as accurately as possible, the colours of our products that appear on our website. However, the actual colours you see varies with the resolution, settings and brand of your monitor screen, we cannot guarantee that your monitor's display of any colours will be exactly the same as the colours of our products.

Kindly allow 10% discrepancies in colour or print due to variations from different monitors.

This shall not be considered as a defect. Meanwhile, the standard Return Policy applies if you would like to return the item as the actual colour is not up to your expectation.

• How do I make payment?

For orders made via Facebook Messenger or Instagram, you may make payment via bank transfer to our company account.

Click HERE for more details.

• How long do I have to make payment via internet banking/ATM before my order is released?

Our payment timeframe for all Internet Banking orders is 2 days.

• What if I cannot make payment within the payment timeframe?

All orders will be cancelled automatically if payments are not made within the stipulated timeframe.

• What are the forms of payment you accept?

We accept payment via Credit/Debit Cards, Bank Transfer (Internet banking and ATM transfer) and Cash On Delivery (COD).

• How long does payment verification take?

For card payments, payment verification is instant.

For internet banking/ATM transfers, payment verification takes 1 working day. 

For interbank transfers, your local bank would take approximately 3 working days to effect the fund transfer. Thereafter, please allow us another working day for payment verification.

Kindly take note that weekend and public holiday is not our working day.

• How do I know if my order went through and that my purchase is successful?

All successful order transactions will receive an order confirmation email upon order placement. 

If you have not received your order confirmation email, kindly check your Order History (if you have an account) or your email junk/spam folder. 

• I cannot proceed to pay for my order/my payment has failed, what should I do?

There may be several reasons why your payment was unsuccessful:

Kindly make sure your internet connection is stable and strong before proceeding to pay in order to ensure a smooth checkout experience.

If you're still having trouble making payment after multiple attempts, we're here to help! Please take a screenshot of the error message (if any) and drop us a message HERE.

• What if I cannot make payment within the timeframe but still interested in getting the items?

Kindly reach out to us and we will assist you from there!

• What are your delivery options and how much is shipping?

We are working with various courier partners to ensure your parcels arrive on time. Unfortunately, we are unable to assign your preferred courier to your shipment.

For more delivery details, kindly refer to HERE.

• What happens if I missed my delivery?

Depending on the courier, your delivery may be rescheduled to the next working day.

Take note: we are unable to arrange redelivery once the parcel has been returned to us. Kindly check on the delivery status via the online tracker once you have received the tracking information of your parcel.

If you've any trouble receiving your order, please reach out to us and we'll do our best to help get your order to you!

• Do you provide international shipping?

We are sorry but we only ship to Malaysia and Singapore.

BUT have no fear, visit our HQ website and check out if we deliver to your place!

• What should I do if there's a delay in my delivery?

We're sorry your parcel has been delayed! While there may be a delay in the delivery, no action is needed on your end. You may continue tracking your parcel from the online tracker.

• Can I receive my order tomorrow if I made a purchase today?

We will need at least 4-6 working days to get your order to you. To avoid disappointment, we highly recommend placing an order with us at least a week in advance.

• Do you provide Cash On Delivery (COD) or Self Collection?

We do not provide self collection yet we do offer COD as one of our shipping methods. 

• Can I do an exchange if the sizing/fitting don’t fit me?

Unfortunately, we do not exchange but we accept return. You may return your item and store credit in the form of discount code will be refunded for your next purchase. You may use it to purchase your preferred item.

We only accept returns for items that are in its original condition (with tag attached, unworn, unwashed and unaltered). You will be issued a credit voucher equivalent to the purchase price of each returned item(s). Delivery fees to return your order, if any, will not be refunded.

*Purchase of sale items, intimates and swimwear are final and strictly non-returnable.

Please refer to our Return Policy page for further details on how to do a return.

• What is the return process?

Please contact our team through Facebook Messenger or email within 7 days from the date of receipt based on the tracking code.

Kindly do send us an email at my@airspaceonline.com for approval of returns before mailing anything back to us.

Click HERE for more information.

• I received a defective/wrong item, what should I do?

We apologise for this oversight on our end. In such an unlikely case, all costs of mailing shall be reimbursed by us. We would assist to process the order and promptly rectify this error, please email us within 7 days from the receiving date with the details below:

- Your Order ID

We're sorry that defective/incorrect items would not be replaced/exchanged.

• What is considered as Defective?

- Incorrect product or design, e.g. you ordered a piece of long white dress but received a pair of red mini skirt

• What is NOT considered as Defective?

- Subjective opinions on colour tone, e.g. thought that the product image was of orange-red but the actual item is in bright red

All returns are assessed on a case-by-case basis. 

• Can I come and collect/return a parcel in person?
  

We truly apologise as we do not accept walk-in pickup and/or returns. We seek for your kind understanding on this matter.

• What happens if I’ve returned an order that is not eligible for returns?

We'll drop you an email once we have processed your parcel and will have to return your order back to you. Redelivery fees may be incurred and borne by you under such circumstances.

Kindly reach out to us for approval of returns before sending anything back to us.

• How do I check the status of my refund?

A notification email will be sent to you as soon as the returned item(s) is inspected by our team and confirmed that it fits within our return policy. Kindly allow 10 to 14 working days for the refund process to be completed.

• I've been refunded the incorrect amount/I've not received any refund within a month, what should I do?

Kindly contact us as soon as possible (within a month of the order) and our team will get back to you during our working hours. We are unable to extract the banking records of more than a month and your compassion on this matter would be greatly appreciated.

• How do I use a promo/voucher code?

Please key in the code in “Discount Row” before check out to payment page. 

Kindly refer to our Promo Policies for further details.

• Terms & Conditions For Promotions & Vouchers

Double Eleven Promotion

Double Twelve Promotion

New Year 2021 Promotion

February 2021 Promotion

March 2021 Promotion

• How long do you take to reply my email?

We endeavour to attend to all customer emails within 1 working day. During peak periods however, please expect a slower response, but we would definitely reply your email in latest 2 working days. Please do also take note of your junk/spam email folder in case our replies end up there.

• What do I do if my question is not covered here?

If you cannot find the answer to your question here, we recommend you to contact us via

1) Facebook Messenger

2) Instagram @airspace_mysg

3) Email at my@airspaceonline.com

We will be more than happy to assist you and respond to your enquiries during our working hours (Weekdays from 9am to 5pm, excluding Public Holidays).