Frequently Asked Questions
Everything you need to know about shopping with The Factory KL.
What are your shipping rates and delivery times?
We offer flat-rate shipping across Malaysia. Standard delivery typically takes 3-5 business days for West Malaysia and 5-7 business days for East Malaysia. International shipping rates are calculated at checkout based on weight and destination.
How do I determine the right size for me?
Each product page features a detailed size guide with specific measurements. As our styles range from slim-fit to oversized, we recommend comparing the measurements against a similar garment you already own for the best fit.
What is your return and exchange policy?
We accept returns and exchanges within 14 days of receipt, provided the items are unworn, unwashed, and have all original tags attached. Please note that sale items and innerwear are non-returnable for hygiene reasons.
What payment methods do you accept?
The Factory KL accepts all major credit cards (Visa, Mastercard), FPX online banking, and popular e-wallets including GrabPay, Touch 'n Go, and Boost.
Are the products ethically sourced?
Quality and responsibility are our priorities. We partner with ethical manufacturers who adhere to fair labor practices and utilize high-grade materials to ensure every piece from The Factory KL is built to last.
Can I track my order after it has been shipped?
Yes, once your order is dispatched, you will receive an email notification containing a tracking number and a link to the courier's website to monitor your delivery progress.