FAQ

Where do you deliver?

We deliver worldwide, except to Israel.

How much does shipping cost?

We offer FREE worldwide shipping on orders above USD $99.

For orders USD $99 and below:

• Malaysia - FREE*
• Rest of Asia - USD $5
• Rest of the world - USD $12
  

We offer FREE worldwide shipping on orders above USD $99.

*For orders within Malaysia, a min spend of $12 applies. Orders under $12 will have a shipping fee of $2.

Do you ship to P.O. boxes?

We do not ship to P.O. boxes at this time.

Where are your clothes shipped from?

We ship from sunny Kuala Lumpur, Malaysia!

When will my order be dispatched?

Please allow 1-4 business days for us to process and pack your order. 

When will my order arrive?

Your order will arrive within 2-7 business days after it ships depending on customs.*

How do I track my order?

Once your order has been shipped, we will send you a confirmation email with tracking.

Will I be charged customs and duties?

As much as we try to minimise issues relating to customs and import taxes, we unfortunately do not have control over them. If charged, customers are liable for all import duties, customs, and local sales taxes levied by the country where the order is being shipped to. Payment of these charges is necessary to release your order from customs on arrival. We are unable to advise on the levy amount as it varies depending on countries and regulations. Please contact your country's custom office for estimated charges and rates on packages coming from overseas.

*We do our absolute best to stick to these timeframes, but in the event of weather, carrier delays, production issues, or other extenuating circumstances, your delivery may take longer. Thanks for understanding!

What currency will my order be processed in?

All orders will be processed in US Dollars (USD). The currency converter is a convenient tool for your reference only.

What payment methods do you accept?

You can select your preferred payment method at checkout. We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 

Note that additional exchange fees may apply if your currency is other than US dollars.

What is your returns policy?

We offer a 30-day returns policy from the day the item was purchased. To be eligible for a return, products must be unworn, undamaged and in their original condition and packaging accompanied by proof of purchase. We will not accept product returns due to normal wear and tear, stains, and accidental or cosmetic damages. Items sold on sale are not eligible for returns or exchanges.

How do I lodge a returns request?

For returns, please email hello@shopterrae.com with the subject 'Returns' and include your order number, name and the reason for the return. We will then provide you with instructions on where to send the returned items. Since you will be liable for any lost or damaged packages we highly recommend using a carrier that provides tracking services. Please note that you are responsible for shipping costs of returned items. 

When will I receive my refund?

Once we have received and inspected your items, please allow 5-7 business days to process your return and 5-10 business days for your bank to post the refund to your account. We’ll send you a confirmation email once we've completed processing so you'll be updated on the status of the refund.

Do you accept exchanges?

We do not accept exchanges at this time. However, you may return the items within 30 days for your refund to be considered.

What should I do if I received a wrong/damaged product?

Oh no! So sorry about that. It's rare, but these things happen. If we sent you the wrong items or your items appear damaged, please send an email to hello@shopterrae.com with subject 'Wrong/Damaged' and include your order number, name and supporting photos with descriptions of the damaged items. Please note that requests must be submitted within 30 days of purchase.

What size am I?

Check out our size guides here.

In between sizes? Size down for a more compressive fit, or size up for a more relaxed fit. Still not sure what size you are? Get in touch at hello@shopterrae.com.

What fabrics do you use?

Our Movement collection is crafted from ECONYL® regenerated nylon, which is a 100% recycled fibre made from discarded fishing nets from the ocean, along with other waste like fabric scraps bound for landfill. Learn more about ECONYL® here.

Our To Dye For Tees are made from 100% GOTS, OEKO-TEX® and OCS certified organic cotton. 

Our Lounge Edit and Scrunchies are made from deadstock and upcycled fabrics.

Where are your clothes made?

Our ECONYL® fabric is sourced from Italy, and our Movement collection is assembled under ethical conditions in our partner factory in China.

Our To Dye For Tees are made in Bangladesh under GOTS certified environmental and social standards.

Our Lounge Edit and Scrunchies are sourced and produced locally in Malaysia under ethical conditions.

What is terrae doing to help the planet?

From the materials of our garments to the packaging we use, we are taking incremental steps to achieve our goal of closing the loop on fashion. Learn more about our sustainability efforts here.