Refund Policy & FAQ

Last Updated: June 2026

At THE RACK, we strive to provide a smooth shopping experience for every customer. Please review the following information before placing your order.

Order & Shipping

How long will it take to receive my order?

Shipping times vary depending on product availability and collection type.

Ready Stock Items

Orders will be shipped within 3 working days after payment confirmation.

Pre-Order Items

Orders will be processed and shipped within 7–10 working days after payment confirmation.

Please note that pre-order timelines are estimates and may vary due to manufacturing schedules, supplier delays, public holidays, or unforeseen circumstances.

Do you ship internationally?

Currently, THE RACK only ships within Malaysia.

Stay tuned for future updates.

How do I track my order?

Once your order has been shipped, a tracking number will be provided via email or WhatsApp.

If you have not received any updates after the stated processing period, please contact us and we will assist you.

Can I make changes to my order?

Please contact us as soon as possible if you need to modify your order.

Changes can only be made before production or shipping begins.

Once an order has entered production, it cannot be cancelled, modified, or refunded.

Returns & Exchanges

What is your return policy?

All sales are generally considered final.

Returns or exchanges may only be approved under the following circumstances:

Wrong item received
Defective product
Damaged product upon arrival
Manufacturing defects

Requests must be submitted within 7 days of receiving your order.

Can I exchange my size?

Size exchanges may be accepted on a case-by-case basis.

Customers are responsible for all shipping costs related to the exchange.

Approval is subject to stock availability and product condition.

Please contact us before sending any item back.

What items are not eligible for return or exchange?

We do not accept returns, exchanges, or refunds for:

Change of mind
Minor colour differences
Screen-to-product colour variations
Size variations within ±1–3cm
Normal wear and tear
Incorrect size selection made by the customer

Please review all product details and size measurements carefully before placing your order.

What if my item arrives damaged?

If your item arrives damaged or defective, please contact us within 7 days of receiving your order.

Please provide:

Order number
Photos of the item
Photos of the packaging (if applicable)

Once verified, we will arrange a replacement or suitable solution.

Limited Edition & Pre-Order Collections

Certain collections available on THE RACK may be released as limited-edition or pre-order items.

Limited-edition products may not be restocked once sold out.

Pre-order products require production time and may have different fulfilment timelines depending on the collection.

Please refer to the individual collection page for specific details.

Giveaway & Promotional Items

Items received through giveaways, lucky draws, contests, or promotional campaigns are:

Not exchangeable
Not refundable
Not redeemable for cash

THE RACK reserves the right to modify or cancel promotional campaigns without prior notice.

Creator Collection Disclaimer

THE RACK serves as a platform for creators, artists, communities, and independent brands.

The views, stories, concepts, and creative expressions featured within creator collections belong to their respective creators and do not necessarily represent the views of THE RACK or INFINITEE STUDIO.

Intellectual Property

All designs, artwork, graphics, logos, photographs, and website content remain the intellectual property of THE RACK, INFINITEE STUDIO, or their respective creators.

Unauthorized reproduction, copying, modification, distribution, or commercial use is strictly prohibited.

Contact Us

If you have any questions regarding your order, please contact us:

THE RACK
One Rack · Infinitee Stories

Email
infiniteestudio.contact@gmail.com

Official WhatsApp
+60 11-5651 4368

Instagram
@therack.infi