Frequently Asked Questions

Once an order has been placed, we’re unable to make changes to it.

However, if you need to cancel your order entirely, you can do so within 15 minutes of purchase. Please email us at support@wearmasquad.com as soon as possible, and our team will be happy to assist you!

We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, DuitNow, Touch ’n Go, GrabPay, ShopeePay, FPX, Google Pay, Apple Pay, and PayPal.

You can select your preferred payment method securely at checkout.

Your invoice will be sent to the email address you provided at checkout. If you haven’t received it, please check your spam or junk folder. If you still need assistance, feel free to reach out to us at support@wearmasquad.com.

We ship worldwide. Wherever you are, we’ll do our best to get your WEARMASQUAD pieces to you!

If your territory doesn’t appear at checkout, just reach out to our support team and we’ll be happy to check route availability for you.

For domestic orders within Malaysia, we ship with J&T Express.

For international orders, we work with UPS, Aramex, and regional postal networks, depending on your destination. We’ll always use the available service best suited to your location.

For domestic orders, your parcel typically arrives within 2–4 business days once dispatched from our studio. Just keep in mind that transit time begins once your order has been dispatched, rather than from the date your order is placed.

For international orders, delivery generally takes 3–12 business days once dispatched. Delivery times can vary depending on customs clearance and local distribution in your region. Your available shipping options and estimated delivery time will be shown at checkout.

The estimated shipping date for each preorder piece is listed on its product page. If your order includes a preorder item together with ready-to-ship pieces, we’ll send everything together once the preorder item is ready.

Once your order has left our studio, we’ll send you a shipping confirmation email with your tracking number, so you can keep an eye on your package as it makes its way to you!

For international orders, import duties, VAT, taxes, brokerage fees, or other local charges may apply depending on your country’s regulations. These charges are not included in your order total or shipping fee and, if applicable, will be the responsibility of the recipient.

Since these charges are determined by your local customs authorities, we’re unable to estimate or control them. If you’re unsure whether additional charges may apply, we recommend checking with your local customs authority before placing your order.

You may request a return or size exchange within 7 days of receiving your order. Once your return has been approved, the item must reach our studio within 14 days from the original delivery date.

To be eligible for a return or exchange, garments must be:

• Brand new and unworn
• Unwashed
• Free from any scents, stains, marks, or other signs of wear
• Returned with all original tags and labels attached
• Returned with the original protective packaging fully intact

Items that show signs of wear or are returned without their original packaging will not be accepted and will be sent back to the customer at their own expense.

Reach out to support@wearmasquad.com within 7 days of receiving your order and let us know whether you’d like to request a return or a size exchange. Our team will guide you through the next steps and let you know once your return has been authorized.

All returns must be sent using a tracked courier service. Once your parcel has been shipped, please send your tracking link or waybill number to support@wearmasquad.com so we can keep an eye on its journey.

Please note that return courier fees are the responsibility of the customer. We’re also unable to take responsibility for parcels that are lost or delayed in transit without verifiable tracking information.

Yes. Return courier fees are the responsibility of the customer and will need to be arranged directly with your chosen courier service.

For refunds, a standard 5% restocking fee will be deducted from the final refund amount.

If you’d prefer, you can choose 100% of the returned item's value as WEARMASQUAD store credit, with no restocking fee.

Once your return arrives at our studio, we’ll inspect the item to make sure it meets our return conditions. Please allow 2–3 business days after arrival for your return to be processed.

For approved refunds, the amount will be returned to your original payment method, less the applicable 5% restocking fee.

If you choose store credit instead, you’ll receive 100% of the item's value in WEARMASQUAD store credit, with no restocking fee.

We’re happy to offer size exchanges as long as the item meets our return conditions.

Please contact support@wearmasquad.com within 7 days of receiving your order to request an exchange. Once your returned piece arrives and passes our quality inspection, please allow 2–3 business days for your replacement to be shipped.

We strongly recommend checking the specific garment measurements listed on each product page before placing your order, as sizing and fit can vary between pieces.

Sizing consultations are always available at support@wearmasquad.com prior to order placement. Share your height and weight with us, and we’ll point you straight to your best size.

You can find detailed fabric information under the “Composition” section on each product page.

Our pieces are produced by our production partners in Ho Chi Minh City, Vietnam, and Guangzhou, China.

If you’ve entered an incorrect shipping address, please contact us as soon as possible at support@wearmasquad.com. If your order has not yet been dispatched, we will update the details for you before it leaves our studio.

We currently provide customer support via email at support@wearmasquad.com and Instagram @wearmasquad. Our team typically responds within 24 business hours.

Follow us on Instagram @wearmasquad for first looks at new collections, campaign releases, behind-the-scenes content, and updates.

We’re open to working with creators, stylists, and other creatives whose work aligns with WEARMASQUAD. For collaboration enquiries, please contact us at collabs@wearmasquad.com or send us a message on Instagram. We’d be happy to learn more about your work and ideas!

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