Frequently Asked Questions

Order & Delivery
  • Store pickup
    For store pick-up, the store will contact you once the parcel has reached them. You can expect a call from our store once the order is completed in 2 - 3 working days.

    If you do not receive any calls from our store, please provide us your Order Number for us to check with our store. Please bear with us and we will reply to you within working hours 9:30am - 7pm (Monday to Friday).

  • Local delivery
    For local delivery, you may expect to receive the parcel within 5 - 7 working days after order is completed.

If your order tracking information is marked as "Delivered" but hasn't received your parcel, do provide us your Order Number and we will further assist you!

Our orders are scheduled for dispatch at 10am. However, please be aware that unforeseen circumstances could potentially result in an earlier or delayed dispatch. Please reach out to our customer service agent at for more information on your order status.

Your order is expected to be delivered within 5 - 7 business days.

Yes, you may pick up your parcels conveniently within 7 - 10 working days at our stores in Malaysia, please select store collection before checkout. The store assistant might contact you through phone call.

  • If your order is completed, we are unable to make any changes to your order.
  • If order is placed within the first few hours of confirmation, do provide us with Order Number and the new shipping address. We will try our best to rectify it as soon as possible.

Once your order is confirmed, you will receive an order confirmation along with a tracking number. Please use this tracking number on the designated tracking website to monitor the progress of your order.

  • Pending payment
    If you have paid successfully but order status remains as Pending payment.

    Please email us at with your Order Number and a screenshot of the transaction slip (if possible).

    We will check and reply you as soonest, within working hours between 9:30am - 7pm (Monday to Friday)

  • Unfulfilled
    Your order has been successfully placed. We kindly ask for your patience as we prepare to dispatch your order shortly.

  • Fulfilled
    We have dispatched your order, and our courier partner has picked it up. They will arrange for the delivery to you as soon as possible.

  • Failed
    Your payment has not gone through. Please proceed to your account page and access your order to complete the payment process.

We are unable to deliver to P.O. boxes, army camps and hotels in Malaysia as our delivery process requires a signature upon receipt. This precaution is taken to ensure that your parcel reaches the intended recipient securely.

Yes, we do deliver internationally. Regarding international delivery, you will receive an email containing tracking information once the parcel departs from our warehouse. Kindly note that there may be an extended lead time due to customs clearance procedures.

If you require additional assistance, please leave us a message. We will respond during our working hours from 9:30am to 7pm (Monday to Friday).

  • We apologize for the confusion. Please send an email to with the following details, and we will rectify the issue:
  1. Order Number
  2. Product name and Article Number
  3. Image of the incorrect item
  4. Preferred Exchange Method: Store location or by courier service

  • For missing items, kindly email us at with the following details, and we will address the situation:
  1. Order Number
  2. Product name and Article Number of the missing product

We will investigate this matter and advise you on the next steps accordingly.

Return & Exchanges
  • For online exchange, if you happen to change your mind, simply visit any iORA retail stores to do an exchange with an item of the same price value or higher within 30 days of purchase. Do bring along a copy of the order invoice/e-invoice for reference. 
  • For in-store purchase, exchange must be done within 14 days of purchase. Please bring along the receipt for reference.
  • For returning an online order, we're sorry to hear that our item did not meet your expectations. You may return the item to any iORA retail stores within 30 days of purchase. Once we have verified your return, we will refund online store credits to your account within 2 - 3 working days.

If you need a change of size/item, our retail crew are happy to assist you with an exchange!
Please ensure that the item for exchange and return is unworn, unwashed & in its original sold condition with tag intact. 
Please also note that sale items are not exchangeable or refundable.

Please email us at with your order number, we will assist you from there.

Certainly, you can process the return or exchange at any iORA retail stores. We recommend notifying us via email in advance for a smoother return or exchange process.

  • For online orders, the time frame for exchange/return is within 30 days of purchase.

  • For in-store purchases, the time frame for exchange/return is within 14 days of purchase.

Please note that sale items are non-exchangeable or return unless they are defective.

Please be aware that orders made using a promotional code are not eligible for exchange or return. However, you can still reach out to us via email to discuss this further.


We accept various payment methods for online orders, including credit cards (VISA, MASTERCARD, AMEX) and PayNow on our website.

There are various reasons that can lead to payment failure, including an expired credit card, a disrupted connection during credit card processing, or failure to authenticate in time. If you encounter any payment issues, please feel free to email us for assistance.


To stay updated with our latest information, you can follow our social media channels. Alternatively, you can visit this page to view our current ongoing promotions.

Your coupon might not be working due to the following reasons:

  1. Verify if the code has been correctly entered.
  2. Confirm if the code has expired.
  3. Ensure that you are logged into your account for certain codes to apply.
  4. Certain codes might necessitate a minimum spend or only apply to specific products.
  5. For any other coupon codes received via our newsletters, please review the terms and conditions outlined in your email.

If the issue persists, please email us at and provide a screenshot of the error message for further assistance.

You can submit the form on the 'Contact Us' page or reach out to us via email. We will review each case individually and make every effort to assist you with your query.

Gift Card & Store Credit

Regrettably, physical gift cards are no longer available at our stores. Nevertheless, you can acquire an E-Gift card directly from our website.

You can conveniently purchase your e-gift card by following this link

The E-Gift Card remains valid for one year from the date of purchase, and no extensions will be granted beyond this period. Please refer to the following URL for our full terms and conditions

To redeem, simply apply the gift card code provided in the email during the checkout process. You can utilize the E-Gift Card for multiple transactions until its value is fully depleted.

Certainly, you are able to exchange or return your order when using a gift card for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

Here are the terms and conditions regarding our store credits:

  • Store credit can be utilized solely for online purchases at
  • Store credit remains valid for 3 months from the date of issuance.
  • Store credit cannot be redeemed for cash and is non-refundable and non-exchangeable.
  • It cannot be used to purchase any gift vouchers.
  • Store credit will be provided once return and exchange items have been verified and finalized in-store.
  • For purchase amounts exceeding the value of the store credit, the remaining balance must be settled using our accepted payment methods.

To redeem your store credits, simply copy the code you received in the email and apply it at the checkout page. Please ensure that you are logged into your account during the redemption process, as the credits are tied to your email.

If you are unable to locate your unused store credits in your account, provided they have not yet expired, please send an email to We will investigate the matter and do our utmost to assist you.

Certainly, you are able to exchange or return your order up to 1 time only when using store credit for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

The conversion of your store credit into cash is not permitted.

Membership & Account

Currently, please note that online and in-store memberships are separate. For online membership, you can simply create an account with us on our website. If you are shopping in-store, just inform our staff that you wish to create a membership account during the checkout process.

Currently, please be aware that online and in-store memberships are separate. You may reach out to any of our staff in store to check your in-store membership status.

Here's a breakdown of our in-store membership tiers:

  • Silver
    2 years spending of RM500 - RM2,999
    Points accumulation of 3% every purchase
  • Gold
    2 years spending of RM3,000 - RM7,499
    Points accumulation of 5% every purchase
  • Diamond
    2 years spending of RM7,500 and above
    Points accumulation of 7% every purchase

For online membership, we are in the process of development. But do keep an eye out for exclusive online promotions and deals!

At the moment, they are separate. Having an in-store membership does not automatically grant you an online account, and vice versa. However, we are actively working on integrating both programs, so stay tuned for updates!

You can easily update your personal details by logging into your account and editing them in your profile. Alternatively, you can also reach out to us for assistance at

Website, Products, Newsletter

Yes, we recommend signing in before checking out. This allows you to conveniently access your order status and view your purchase history, providing a better shopping experience and the ability to track your orders.

  • Check Your Spam or Junk Folder: Sometimes, password reset emails may be filtered into your spam or junk folder. Look in these folders to see if the email is there.
  • You can also check if you have an account with us. You may have signed up for our newsletter without creating a full user account. If that's the case, you may not receive password reset emails because there's no associated account. In such instances, you can create a new account or contact our customer support for assistance.

Adding items to your shopping cart typically does not reserve them for a specific period of time. Items in your shopping cart are not guaranteed to be available for purchase until you complete the checkout process. Product availability is determined when you place your order and complete the payment.

Our products come in a variety of cuts to accommodate diverse style preferences, and you can find specific measurements for each item in the corresponding measurement chart. When it comes to caring for your iORA apparel, please refer to the care instructions provided on the product tags.

Please check your junk mailbox, our mail might have found their way there! Alternatively, please reach out to us at and we will assist you from there!

You may click on unsubscribe at the bottom of every email. Alternatively, you could contact us at and we can assist you on that. We hope to see you again!

Retail Stores

You may head down to the store directly with your item unwashed in the original packaging, and your receipt and our staff will assist you from there.

Please see our full list of locations here: Stores

Yes, please approach our staff for more information and they would be happy to help.

Subject to availability, you may reserve your item for up to 3 days in store. Sale items excluded.