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FAQ |
Product & Sizing-
How are your product sizing like? How do I choose the right size?
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What are the types of fabrics or materials you use across your product lines?
We use different kind of fabric and materials according to product categories, please refer to each product’s details & fabric description.
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I received a faulty item; it is not the color or size that I ordered. Can I return or exchange the item?
Order & Shipping-
What is your shipping terms & conditions?
Please refer to our SHIPPING page for more information regarding shipping rate, terms and conditions
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How much is the shipping fee?
For orders below USD 99, you will be charged a flat fee of USD 10. If you purchase more than USD 99, we will bear the shipping fee. Parcel is sent via express courier service companies, such as FedEX, DHL or similar.
Please refer to our SHIPPING page for more information regarding shipping rate, terms and conditions
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Where can I track my order?
Once your order has been dispatched from our warehouse you will receive a shipping confirmation email with your tracking number and link to track your order online.
Tracking information should be available as soon as you receive the confirmation email, however please note that until our shipping partner updates their system with your tracking information, you will be unable to track your order.
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How long does it take for my order to arrive?
Orders are shipped on business days only, which are Monday to Friday, 9am - 5pm (MYT or GMT +8), excluding public holidays in Malaysia.
Express shipping usually takes about 7 to 10 working days. If you have not receive your order after 10 working days, kindly CONTACT US. All deliveries must be signed upon receipt.
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Can I use P.O. Box address to receive my order?
No, Express shipping company is unable to deliver to PO Box addresses
The requested shipping address must be reachable with someone available to receive and sign on the parcel. It's also a good idea to add your company name (if a company address) during your checkout process as it'll help the delivery partner to locate you easily.
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Why is there a delay shipment?
If an order is shipped during sales and promotions period or placed during a public holiday where we are busy or unavailable, we can only process your order on the next available working day, hence shipment will be delayed.
There might be unpredictable circumstances beyond our control.
Please CONTACT US for assistance.
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I did not receive the Airway Bill Number for tracking purpose.
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Can the delivery/receiving address be different from my billing address?
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After I placed the order, can I change to another delivery/receiving address?
Yes you may, if your order is still in our warehouse that’s possible. Please CONTACT US with your shipping address and contact number.
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Will I receive a notification when my order is being shipped?
Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email with your tracking number and a link to track your order online.
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The parcel was shipped to a wrong address, how can I get my order?
Our shipping partner delivers your parcel according to your shipping address, if they ship to a wrong address, please contact your nearest express shipping company.
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There is missing item in your shipment.
If you have received an missing product, please contact our customer service team at customerservice@privatestructure.com and let us know the details of your order and we will then assist you further.
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There is wrong item in your shipment.
If you have received an incorrect product, we recommend you to contact our customer service team at customerservice@privatestructure.com and let us know the details of your order and we will then assist you further.
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I would like to change items or add items to my order.
If your order has not yet been processed, we will amend your order as requested if possible.
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I did not receive any order confirmation after placing my order.
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Why was my order cancelled?
Sometimes we have to cancel orders. This can be due to a number of reasons, including:
Stock availability. It is most likely that your size ran out of stock before we could process your order.
Payment issues. Your payment did not go through or we were not able to verify your payment details.
Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
You will not be charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.
In order to get a clear understanding why your order was cancelled we recommend you to contact our customer service team at customerservice@privatestructure.com and we will be able to assist you.
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What are the import duty and other relevant taxes I have to pay?
Assessment of duties and taxes is based on the value of the order and the tax-free threshold for goods imported into the destination country.
Depending on the country your parcel is being delivered to, you need to remain under this threshold in order to avoid being taxed. We are not liable and accountable for any IMPORT TAXES/DUTIES, VALUE ADDED TAXES, GOODS & SERVICES TAXES, PROVINCIAL SALES TAXES or any similar taxes & duties at the importing country. You have to verify the issue with his/her local authorities. Upon ticking/checking the terms & condition boxes at the check-out page, you are deemed agreed to all terms & conditions set by Private Structure.
Payment Options & Transactions & Vouchers-
What are the payment options available?
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I was not able to use your Promo Code and Voucher.
Promo code and vouchers are only valid for use on products that are part of a promotion or campaign, so check whether the relevant promotion is still running.
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I have trouble completing the Check-Out process.
Please clear your browser’s cache and cookies, close your browser and try again.
If you're using a VPN, try disabling it temporarily- especially if you are having trouble at checkout!
Log out and log back into your Private Structure account, and then try placing your order again
If you still having difficulties, please contact us at cutomerservice@privatestructure.com
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I found there are Payment Gateway Technical Issues.
Please check if your card is eligible for online and international purchases.
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What type of currency do you accept for payment?
We are receiving and you are paying all payments in United States Dollar ($ USD) only. You may see your local currency or any other currency in our store, shopping cart and during checkout. This is only for your knowledge of how much is your order in an approximate amount in your local currency. You will be charged in United States Dollar ($USD), which is the only transactional currency in our store.
Return, Exchange & Order Cancellation-
I would like to return the products. How can I do that? What are the terms & conditions?
We do not accept any returns or exchanges on all Underwear Products due to hygienic reasons or claims that the products received do not match the pictures and size indication/guide as published on our website.
However, we do accept returns of Clothing products.
Please refer to our RETURN & EXCHANGE POLICY page for more information
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I would like to exchange the product received to another item. Please tell me the way.
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I changed my mind after placing the order and would like to cancel the order.
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What happens to my voucher if I return my order or part of my order is cancelled?
If you return an order where a promotion code or voucher has been used, the value of the code will not be refunded. The voucher code will not be replaced. Promotion codes are only valid within a certain time.
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Why do I have to wait for Private Structure to receive my returned product before I can get a refund?
Before we can start processing your refund, we need to make sure that your returned products meet our return term and conditions.
As long as your product(s) meet the above criteria, we can reimburse your purchase price .If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately won't be able to give you a refund.
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When will I get the refund?
Your refund will be processed as soon as the product you returned is inspected by our quality assurance team that it fits our return policy. This quality check can take up to 7 working days, though generally less.
Once the return has been approved, it takes 5 working days for the refund to be made by Private Structure to you using the original payment method.
For further information and especially if you do not receive your refund within 21 business days, please feel free to contact us at customerservice@privatestructure.com
Account & Newsletter-
I forgot my account username or password. How can I recover them?
Click the “Forgot Password” at the Sign-In page and enter your email address. We will then email you a link to your registered email address to reset your password.
You can also send us an email request at customerservice@privatestructure.com so that we can assist you further.
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I need to change my email address/username. How can I do that?
Just send us an email request at customerservice@privatestructure.com and let us know the old and new email address so that we can reset your account. We will let you know when it’s all done.
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I have trouble signing into the website.
If you're experiencing trouble signing into our website on your computer, tablet or smartphone, try these quick steps below:
Use another browser
Clear your cache and cookies, close your browser and try again.
If you're using a VPN, try disabling it temporarily- especially if you are having trouble at checkout!
Log out and log back into your Private Structure account, and then try placing your order again
If you still having difficulties, please contact : cutomerservice@privatestructure.com
Where possible, please provide as much information as you can so our IT Team can investigate.
Helpful information includes:
Description of the issue/error Screenshots of the issue/error The device you are using (eg. iPhone or Android, PC or Mac) The browser you are using (eg. Chrome, Safari, Edge) and where possible the browser version
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Why should I sign up for an account? Do you have the Guest Check-Out feature?
There are benefits of signing up an account, such as getting exclusive access to top products at special prices, receiving updates and offers, the ability to review past purchases in Order History and using the track & trace feature to check the status of your recent orders.
Yes we have “Guest Check-Out’
Others-
What do I do if I can’t find the answers here?
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