Shipping, returns & exchange policy.
At Moodboard, we want you to love every pair. If something isn’t right, we’re here to help.
Questions? Email us at askme@moodboardstore.online
Shipping
Orders are processed within 3 working days. Orders placed on weekends or public holidays start processing on the next working day. We’ll email your tracking number once your order ships.
| Destination | Delivery time | Rate |
|---|---|---|
| West Malaysia | 1–3 working days | RM10 |
| East Malaysia | 2–5 working days | RM20 |
| Singapore / Brunei | 3–7 working days | RM45 |
| Philippines | 3–7 working days | RM50 |
- Pre-order items are delivered 30–45 days after purchase.
- Report lost or damaged parcels within 7 days of delivery.
- International orders may be charged import duties by the destination country.
Returns & exchanges
You can request a return within 14 days of delivery. We offer exchanges only — no cash refunds. Exchange for an item of equal value, or top up the difference for a higher-priced item.
If an item is faulty or we sent the wrong one, we’ll replace it (subject to stock). If no replacement is available, we’ll refund to your original payment method.
Order changes & cancellation
Once an order is placed, we’re unable to change, cancel or combine it, as we start packing right away. Delivery address changes are only possible before the order ships.
Conditions for returns & exchanges
All returns are checked and approved at management’s discretion.
How to return your item
Email askme@moodboardstore.online with your order number, product details and photos (for faulty or wrong items). Please wait for our team to reply before sending anything.
Pack the item securely in its original packaging and send it with a tracked service to:
Shiranoe Sdn Bhd (741630-K)
15, Jalan Helang Bukit, Kepong Baru Industrial Estate
52100 Kuala Lumpur · +603-6274 3334
We inspect your return and process approved exchanges within 5 working days (up to 7 during peak seasons).
We send out your exchange and email you the tracking number. For change-of-mind exchanges, return postage is paid by you plus a handling fee of RM10 (West Malaysia) or RM20 (Sabah & Sarawak).
Frequently asked questions
Can I get a cash refund?
No — we offer exchanges only. Refunds apply only to confirmed faulty or wrong items that can’t be replaced.
Can I exchange for a different item?
Yes, for an item of equal value, or top up the difference for a higher-priced item.
Can I return sale items?
Clearance and sale items can’t be returned or exchanged, unless faulty.
Who pays for return shipping?
For change-of-mind exchanges you pay return postage plus a handling fee — RM10 for West Malaysia, RM20 for Sabah & Sarawak. There’s no handling fee for faulty or wrong items; our team will advise.
How long does an exchange take?
About 5 working days after we receive your item (up to 7 during peak seasons), plus delivery time.
Full details: Shipping policy · Refund policy · Terms of service
