1. Do I need an account to place an order?

Yes, you are required to register for an account to shop. When you register with us, you will enjoy the following benefits:

• Having an account makes you eligible for our Ivan Young Loyalty Program
• Earn cashback every time you shop to use on future purchases
• Keep track of your orders and review past purchases
• Add pieces you love on to your Wish List
• Save your address and card details so you can shop with more convenience

2. What should I do before I shop?

• First, head to ivanyoung.com and create an account by clicking on the ‘my account’ profile button on the upper right corner of the page

• Select the currency displayed by clicking the currency on the upper left corner of the page

3. How to shop at Ivanyoung.com?

• Our products are primarily categorized by ‘New arrivals’, ‘Clothing’, ‘Shoes’, ‘Jewelry’,’ Sale’, and ‘Custom orders’. Click on the section that you are interested in browsing.
• Once you have found your desired item and selected the correct size by clicking on the ‘Please Select’ size button, then click ‘Add to Cart’.

• A notification will appear to confirm the item has been added to your cart. You may also review your shopping cart contents by clicking on the ‘Bag’ icon at the top right of the page

• Then click ‘Go to Cart’

• In your shopping cart you may change how many units of each item you wish to purchase by changing the number under the ‘Quantity’ column and then clicking ‘Update Cart’. You can remove items from your cart by clicking on the ’Bin’ icon in the last column

• Once you’ve checked the details of your cart and are ready to place your order, click on ‘Proceed to Check Out’

• On the checkout page, carefully fill in the required fields. Be sure to fill in your correct shipping address. Please refer to the list in the link below to ensure that you fill in the full and complete city name of your location.

• Click on ‘Place Order’ and you will be redirected to complete payment via your selected payment portal

• You will receive an order confirmation email shortly after you have successfully completed payment.

4. Can I search for items by color, size, or price range?

• Yes, you can use the filters in the sidebar on the left to choose what filters you would like to apply. Simply click on the boxes to view items by color, size, brand, collection, and availability You can also use the slider at the bottom of the filter bar to view items by price range

5. How to find your size

• You can select your size by clicking on the ‘Please Select’ size button on the item page.

• To ensure you have the right size click on the ‘Size and Fit’ tab to view measurement details, and you can click on ’View our Size Chart Here’ to view our full size chart. Our size chart is also accessible under customer care at the bottom left of the page

• If your desired size is not in available in stock you will see the option listed to pre-order it. Do note that it may take up to 20 working days for you to receive pre ordered items

• If you do not see a size that will be suitable we are able to produce a custom order to fit your measurements for you. Simply click on the ‘Custom Size’ option.

6. How does your custom bespoke order service work?

• If you have a special design in mind we offer bespoke services and are able to produce a custom order for you. Simply click on the ‘Custom Order’ section which is listed at the top of our main page.

• You will be required to fill out a custom order form with your measurements in centimeters. If you don't know how to take your measurements or are unable to, we advise you to have them taken by a tailor or seamstress to ensure the measurements are accurate

7. How do I make payment? What are the available payment methods?

• You can pay via credit or debit card and/or PayPal. FPX bank transfer is also available for customers with Malaysian bank accounts that offer FPX
• On the checkout page, you will be able to select your desired payment method

• Click on ‘Place Order’ and you will be redirected to complete payment via your selected payment portal

• If your credit card does not seem to work when you select ‘credit card, debit card, and online banking’ Try using it by selecting ‘PayPal express checkout’ or ’credit card by stripe’ instead
• Be sure to review your purchase one last time before completing the payment process
• You will receive an order confirmation email shortly after you successfully completed payment

8. Is your online payment system safe?

Yes - we use the latest certified security technology which means that you do not need to worry when using your credit or debit cards to make a purchase with Ivan Young.

9. How do I use a promo code?

If you have a voucher or promo code, you must input it into the ‘Promo Code’ box in the shopping cart and hit ‘Apply’ to redeem your discount. The total amount will then be readjusted

10. What do I do if I'm having problems with my promo code/voucher?

• When faced with input or application issues, kindly check the following:
• That your voucher/code has not expired
• That the voucher/code is not for one-time use only and has already been redeemed
• That you are not trying to input more than one code, as each order only accepts one (1) code
• That the code may not be valid for use on the brand you’re trying to purchase
• That you’re not using a non-participating debit or credit card for the promoted discount

11. What to do if I did not key in a promo code when making a purchase?

Promo code discounts are only valid if keyed correctly when making the purchase and are not valid for application to orders that have already been made. Please ensure you key in the promo code when making your purchase as requests to apply the promo code discount subsequently will not be honored.

12. How does the IY Rewards Points system work?

• You will be awarded 20 IY Rewards Points for every RM100 you spend with us
• 1 IY point is equivalent to RM1, meaning for every RM100 you spend you will get 20% cashback to use on your future purchases
• To use your IY points you must input them into the rewards points box in the shopping cart and hit ‘Apply’ to redeem your discount. The total amount will then be readjusted.

• You can check your points balance by first clicking the ‘My Account’ profile button on the upper right.

• Under the ‘Account Navigation’ section on the left you will see ’Rewards Points’, click on it to view your current points balance, as well as the number of points that you have earned, spent, and the number of points that have expired

• Do note that IY points are not credited immediately after a purchase, IY points will only be credited 8 days after your order has begun processing
• IY Rewards Points expire within 180 days from the day your points are credited to your Account
• Store credit awarded for refunds and exchanges will also be credited into your account as IY points, and will expire within 365 days from the day your points are credited to your Account

13. How does shipping work?

• We only ship via DHL Express and we offer free international shipping for orders above USD300. Shipping for orders below USD 300 will be calculated and added to your purchase total at checkout.
• Once you have selected your item and proceeded to the checkout page, delivery charges will be added to your purchase. Deliveries within Malaysia can be expected within one to three (1-3) working days from order placement, while international orders vary, depending on where you are. Please refer to our Shipping Policy for more info.

14. Can I cancel my order?

• You are eligible to cancel your order if you notify is within 10 days of your order confirmation providing the item is undamaged, unopened and unused.
• Store credit awarded for cancellations will be credited into your account as IY points, and will expire within 365 days from the day your points are credited to your Account

15. Can I amend an order after I have placed one?

Unfortunately, you will be unable to make changes such as adding a promo code, removing/adding an item once payment has been made. You may, however, get in touch with us if you need to change your delivery address provided the items have not been shipped out yet.

16. Can I return purchased items and how do I return them?

All sale and promotional-priced items are not eligible for refund, return, or exchange. Only items that are incorrect, damaged, or defective can be returned.

• Incorrect meaning the item was not the item that you ordered. Model, size, or color was different from what is indicated on the order summary, or there are missing items or parts inside the packaging
• Damaged meaning the item was found already damaged when you received the delivery.
• Defective meaning the product does not function as described by the manufacturer’s or merchant’s specifications

Do note that if your item is returnable you will be eligible for store credit refund only. This store credit will be credited into your account as IY points, and will expire within 365 days from the day your points are credited to your Account

You can then use the store credit to re-purchase your desired item, or you can keep the store credit for future purchases.

Item must be in new condition and returned in the original packaging along with all accessories (including manuals, boxes, cards, pouches) and free gifts received with it

• All packaging must be unopened, unused, unmarked, and not defaced in any manner
• Item must not have been used or worn. Security seals must not be broken
• Items purchased as part of a set or multi-item pack must be returned as a whole set

If you purchased more than one item but want to return part of your order them simply email us the details at [email protected] or WhatsApp us at +60143632491.

Customers must inform the Ivan Young team within 7 calendar days after delivery and The Ivan Young team must receive the return item no later than 14 calendar days after delivery.

Returns will be made via DHL Express and all return fees are to be borne by the customer

The return procedure will be as follows:

• We will send you a 2C2P payment request for the return fees
• Once payment has been made you will then receive the DHL Express return form by email
• Print out and attach the form to the original packaging with the item inside
• The DHL Express courier will collect the item from you at your arranged date and time

17. Can I exchange an item if it's been delivered faulty?

Yes, please contact our customer service by WhatsApp us at +60143632491or email us at [email protected] if you find any faulty products among delivered items. Be sure to include your order number, product details, and a photo of the item in question in your query. Please do not discard the faulty product as it will be collected by one of our couriers.

18. What if I have a query about a certain item?

Ivan Young tries to give you as much information as possible about the items we carry, including the description of items, and the size chart. However, if you have a question that our guide does not answer, you can email us at [email protected] or WhatsApp us at +60143632491 with the product SKU and we will try our best to help.

19. How do I check the price of a certain item?

All our items are listed complete with pricing on our website, however if you are not able to locate the item on our website simply email a picture of the item at [email protected] or WhatsApp us at +60143632491 and we will try our best to assist you.

20. Are prices negotiable?

No. Prices are fixed and the amounts indicated on the website are final.

21. 21. How do I contact customer service?

You may WhatsApp us at +60143632491 or email us at [email protected]