My Account

Q: How do I register for a Fitmall account?
A: You can click the Sign Up button at the top of the website to create a new account using your existing email or you can sign up using either your Facebook or Google account.

Q: How do I change my account information?*
A: We’ve prepared an Account Control Panel section for you to edit any information regarding your account (e.g. address, phone number, email).

Q: I forgot my account password, what should I do?
A: Don’t panic. We got you covered. Just click on the ‘forgot my password’ link and we will send a link to your email to reset your password. You can go ahead and log in to your account with the new password once everything’s done.

Products on Fitmall

Q: The product I’ve received appears to be different from the description?
A: We can ensure you that our team will do their best to describe the product as it is without any sugar coating. We also provide excellent self-taken photos for each product to display how it is used/worn.

Q: Where can I get more product information?
A: There’s a Read More button below the short descriptions of each product. Clicking that button will display the full description of the product (e.g. SKU, Colour, and Production Country)

Q: How do I know if the product I’m displaying is in stock or not?
A: The availability of each product is displayed on top of the price of the product. If the product is out of stock, it will be displayed as out of stock / sold out.

Q: Who is responsible for the products sold in Fitmall?*
A: Fitmall is responsible for every stage of product preparation including photo shoot, packaging, and displaying.

Payments

Q: What are the payment methods available?
A: We offer different types of payment methods, which are Online Banking, Credit/Debit card, and PayPal.

Q: How secure is Fitmall’s payment process?
A: The online banking process in Fitmall is provided by iPay88. iPay88 is a secure online payment gateway system used by many other platforms. Rest assured the security provided by iPay88 is undeniable as it complies with PCI Data Security Standard. Find out more about iPay88 HERE.

Q: How do I know if my payment is successful?
A: For every successful online payment, you will receive a text message from your respective bank and we will send you an email to inform you that your payment was successful along with your tracking number.

Q: Why am I being charged the wrong amount in my order?
A: Before making any payment, we will provide you an order summary that shows the details for each product including the shipping fees. If the total payment does not add up, please contact Fitmall Customer Care so we can assist you right away.

Q: Which credit cards are accepted for payments?
A: Fitmall accepts both debit and credit cards from Visa and Mastercard with 3D Secure enabled. All your credit card information is protected with industry-leading encryption standards.

Q: Do you keep my credit card details?
A:Credit Card detail is a confidential information. Therefore, we do not keep credit card details. Payments made by our customers happen in a secure environment. Your payment information goes directly to our banks.

Q: Where can I get an official receipt for my purchase?*
A: Once an order is placed, Fitmall will send a digital receipt to your email. The official receipt will be sent to you inside the parcel along with your items.

Q: My debit card cannot be used for online purchasing. What do I do?
A: You need to activate your debit card for online for online purchasing. To do so, you need to contact the bank for the activation process and further information.

Maybank 1-300-88-6688
CIMB 03-62047788
RHB 03-92068118
Hong Leong 03-76268899
Public Bank 03-21799999
Bank Islam 03-26900900
Ambank 03-21788888
Citibank 03-23830000 (KL)
04-2960000 (Penang)
07-2680000 (JB)
1800-82-1010 (Sabah & Sarawak)
Standard Chartered 1300-888-888

Shipping & Delivery

Order Tracking

Q: I can’t track my order on courier tracking page. What do I need to do?
A: If you are unable to track your package on the courier tracking page, your parcel might have just been handed over to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping.

Q: I ordered multiple items, but why did I receive only one email and one tracking number?
A: As we handle the packaging ourselves, we will package the multiple items together and you will receive them all at once.

Q: How do I track & trace my Order?
A: You can track your order here, or you can open the shipping company’s website here and key in your tracking number delivered to your email.

Q: How can I know my order status?
A: You can check your order status at Account > Orders > Pending Order
Shipping Information

Q: What shipping options does Fitmall offer?
A: We currently offer 2 types of delivery, which are Standard Delivery (1-3 days) and Express Delivery (1-2 days).

Q: How do I check my shipping fee when placing an order?
A: Your shipping fee will be displayed in the order summary

Q: How do I see which shipping options are available for a product?
A: When displaying a product, the shipping options are displayed below the product description.

Q: What are the shipping fees?
A: The standard shipping rate for Peninsular Malaysia is RM6.90 and RM12 for Sabah and Sarawak.

Q: How can I get free delivery?
A: You will be entitled to free shipping when you spend RM99 and above on Fitmall. You can also get free shipping during promotions (terms & conditions apply).

Delivery

Q: How long do I have to inform if I have any problem with my product (damage/defect/incorrect)?
A: It will be appreciated if you can inform us within 48 hours upon receiving your item/s and we will assist you promptly. Your items are entitled to our 14 day return policy.

Q: Do you deliver during weekends and holidays?
A: We regret to inform you that you can only expect to receive your parcel on working days as our courier partners are unable to make delivery on weekends and public holidays.

Q: Can I pick up my orders at the Fitmall office?
A: Unfortunately, Fitmall does not offer a self-service pick up location.

Exchange Policy

Return Process

Q: I received a damaged item, what should I do?
A: Kindly repack your item in its original packaging along with its tags. Click here for returns related matter or you can contact Fitmall Customer Care for further assistance.

Q: What are the requirements to exchange an item?
A: We are glad to inform you that you can exchange your items for any possible reason. Be it oversized / too small.

Exchange Policy

Q: Is it possible to exchange an item after the exchange policy days?
A: We regret to inform that any returns made after the 14 days return policy will not be accepted.

Q: What is the Fitmall Exchange Policy?
A: Fitmall Exchange Policy allows you to exchange your purchased item for the fit one with Fitmall within 14 days. All items sold by Fitmall are covered under the 14 Days-No Requirement Exchange Policy. Countdown of the 14 days starts from the date you receive your item.

Other Topics

Vouchers and Promotions

Q: How does Fitmall referral program work?
A: If you have a Fitmall account, you can refer a friend to register to Fitmall from the link provided in your account profile. When 3 of your friends register for a new account, we will send you a voucher to your email. You can use the voucher to make a purchase on our website.

Q: When does Fitmall do promotions?
A: We aim to provide continuous flash sales as that is our main value. You can subscribe to our newsletter to get immediate notice when we are having promotions.

Q: Can I use my voucher for pending orders?
A: Voucher codes can only be applied at the payment process as we are unable to key in the code for you within the system.

Careers at Fitmall

Q: where can I send my resume/CV?
A: For sending resume purposes, you can send your resume to this email.
[email protected]

Q: How do I know the vacancies available at Fitmall?
A: You can open our career page and there will be list of available vacancies along with descriptions of what it is like to work with Fitmall.