FAQ
ORDER PLACEMENT
READY STOCK AND PRE-ORDER STOCK
If your order is a mixture of ready stock and preordered apparels, you order will only send out together upon the arrival of the pre-order stock.
If you wish us to arrange sent out the ready stock first, kindly do not hesitate to drop us an email terra.customerservices@gmail.com and provide us your name and order reference number (EXCEPT for overseas shipping).
HOW LONG DOES PREORDERING TAKE?
Pre-ordering takes around 14-21 days to reach you after payment.
- We operate in a pre-order basis which means no ready stocks are kept.
- As the apparels are preordered, sometimes the stock will not be available. We will then refund the amount or the customer may opt for another design. Any extra will be refunded back.
- Do note that we cannot guarantee the exact date it will reach your doorstep and sometimes it will take up to 3 weeks (in very rare case only). Please reconsider if you need the order urgently.
HOW DO I CHANGE MY ORDER?
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.
However, we could assist to change the order detail for shipping address and contact number, but not including changes of product content and payment method, if only if the order has not been shipped yet.
Please note that depending on the shipping method and the time you place order, the delivery time may be vary, hence it is recommended to contact us as soon as possible.
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.
Besides, you may check notification on your member account.
If they're still nowhere to be found, kindly reach out to us terra.customerservices@gmail.com for assistance.
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 store credit. Otherwise, all your successful orders are deemed to be of ready stocks.
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!
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.
PAYMENT
WHAT ARE THE PAYMENT METHODS AVAILABLE?
We accept the following payment methods:-
1. Credit/Debit Cards
2. Local Internet Banking
HOW DO I MAKE PAYMENT BY DEBIT/CREDIT CARD?
Choose “ipay88” as your payment method upon check out. We would direct you to ipay88 website to proceed with your payment.
HOW LONG IT TAKES TO VERIFY MY PAYMENT?
Please kindly give us up to 24 hours to verify your payment, do take note that weekend and public holiday is not our working day.
IF I CANNOT MAKE PAYMENT WITHIN 24 HOURS BUT I STILL INTERESTED TO PURCHASE THE ITEMS?
Kindly email us at terra.customerservices@gmail.com if you cannot make payment within 24 hours. We will assist you from there.
SHIPPING
WHAT IS YOUR SHIPPING FEE WITHIN MALAYSIA?
Free Shipping within Malaysia with any purchase of RM350 and above
West Malaysia : RM10 (below purchase of RM350)
East Malaysia : RM15 (below purchase of RM350)
DO YOU SHIP INTERNATIONALLY AND WHAT IS THE SHIPPING COST?
You may refer to the table below for the shipping area coverage and delivery time.
Singapore
| Weight Range | Shipping Cost |
| 0kg - 1kg | RM35 |
| 1.01kg - 2kg | RM50 |
| 2.01kg - 3kg | RM75 |
| 3.01kg - 4kg | RM85 |
| 4.01kg - 5kg | RM100 |
Taiwan and Indonesia
| Weight Range | Shipping Cost |
| 0kg - 1kg | RM60 |
| 1.01kg - 2kg | RM90 |
| 2.01kg - 3kg | RM110 |
| 3.01kg - 4kg | RM130 |
WHEN WILL MY ORDER WILL BE SHIPPED OUT?
Your order will be shipped within 1-3 business days after your payment being verified. We will try our best to ship it as soon as possible.
WHEN WILL I RECEIVE MY ORDER?
West Malaysia: estimated 5 to 7 business days.
East Malaysia: estimated 7 to 14 business days
International: -
(a) Singapore: estimated 7 – 10 business days
(b) Taiwan: estimated 12 – 14 business days
(c) Indonesia: estimated 3 – 5 business days
WILL I BE CHARGED CUSTOM DUTY OR IMPORT TAX?
International Shipping may apply customs import duty and tax charges. These charges are usually paid by the receiver. Unfortunately, customs duty and import taxes are charged at random by your local customs authority.
Note: Due to different tariffs and customs policies applied on different countries, we cannot determine on how much the cost you need to pay. It is recommended to confirm with the local customs before ordering.
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.
However, please contact us if you found there is no update on delivery for 3 days and above.
WHERE IS MY ORDER?
Once you have placed the order, you'll be receiving an order confirmation email from us.
Then when your order is on its way, you’ll receive another email with your courier tracking information.
Please keep an eye on your inbox (and junk folder too).
You can check the estimated delivery date through following steps:
Log into Member center > My order > Order details > click the tracking number
Please be informed that the given date is an estimated date, not the actual date of delivery. During COVID-19 pandemic, orders might be delayed due to current travel restrictions.
I PUT IN THE WRONG ADDRESS, HOW DO I CHANGE IT?
Once your order has been shipped, we are not able to make any changes. You may contact respective courier company to assist you.
If your order has not been shipped yet, we could assist to change the shipping address for you. Please contact us as soon as you realize it, as we will check whether we able to update it before shipping.
RETURN AND EXCHANGE
Merchandises sold are not refundable.
Return must be done within 7 working days upon receiving your order.
Kindly ensure all returned item are well packed in the original packaging (to avoid any damage during the transit)
Return must be done for an item(s) in its original condition (tag attached, unworn, unwashed and unaltered)
After your return’s has been confirmed, you’ll be issued a Discount Voucher equivalent to the purchase price of each retuned item. We do not provide cash refunds for any return orders and delivery fees, if any, won’t be refunded.
Discount Voucher can only be used once, non-transferable, non-refundable, not applicable with any other further discount and must be redeemed within 90 days from the date of issued
Return and exchanges are accepted on merchandise with the same or higher value within 7 days of the purchase receipt.
Return must be done for an item(s) in its original condition (tag attached, unworn, unwashed and unaltered)
THE ITEM I RECEIVED IS DAMAGED
If the purchased product is faulty:-
First, kindly reach out to us by WhatsApp us +6017-2860653 , upload picture of the defect with your order reference number to us.
Second, do complete and enclose return form provided with the returned items and mail your item(s) to the following address:
Terra Clothing Enterprise
H-154 A, JALAN SUSUR 1,
KELAPA SAWIT, 81030 KULAI,
JOHOR.
Contact number +6012-6755686
CAN I EXCHANGE TO ANOTHER DESIGN OF DIFFERENT PRICE ?
For same or higher value (a top-up will be required)
WHAT ARE THE EXCHANGE EXCLUSIONS?
For hygienic purposes, the following products are non-returnable:-
- Intimates: underwear
- Accessories: hair clips, hairpins, hair ties, headpiece, anklets, bracelets, earrings, necklaces, chokers, socks/legwear, and masks
Promotional items are not applicable for exchange.
Repeated exchange is not permitted.
WHO BEAR THE RETURN DELIVERY FEE?
- The buyer bears the return delivery fee
- If the item is faulty, the seller will bear the return delivery fee
MY QUESTION IS NOT ADDRESSED
If you have any queries regarding return or refund, reach out to us at terra.customerservices@gmail.com
Terra reserves the right to revise Terms & Conditions, correct any errors or omissions and to change or update information at any time without prior notice