FAQs

Here are some of the most frequently asked questions we get from visitors to our site.
If you can't find the answer to your question here, you can get in touch with us using the details on our contact page.

01. General information

• How can I contact the Customer Care service?

  • For any queries regarding SacoorBrothers.com do not hesitate to contact Customer Care service:

    Telephone or WhatsApp: +60321100335

    Email for Southeast Asia: customercare@my.sacoor.com

    The Customer Care service is available is available Monday to Friday from 09am-4pm (GMT +8). Excluding Malaysian Public Holidays.

• Are online prices the same as the ones in store?
  
  • Not always. The can be especial events where prices might differ from online vs in-store. In most cases, those items will be labelled as "Online Exclusive".
• How can I make an online purchase?
  
  • You have to be over 18 and provide a home address in Malaysia / Singapore for shipping purposes. Items placed in the shopping basket do not guarantee a reservation. Once you finish choosing the items that you want to buy, click on “Shopping basket” to place the order. You will be shown the price and availability. You will still be able to make changes to your order at this stage. Once you are happy with your order, place it. After you place the order you will receive a confirmation email. You will receive another email once your order has been dispatched which will include a tracking number that will allow you to check the delivery status (valid for home deliveries in MY only).
    
• What is a Wishlist and how does it work?
  
  • The Wishlist is a feature that allows registered users to mark as favourites the products that they wish to buy. This way these products will always be highlighted. To add a new item to the list you have to choose colour and size and click on the heart symbol that is on the right side top of the product image.
    
    We remind you that adding an item onto the Wishlist does not mean it has been reserved as the available stock for the selected colour and size will continue to be available for sale on the online store and may become unavailable.
    
• Can I take advantage of the Tailoring Service? What if I buy overseas?
  
  • The Tailoring Service is free for Customers who are members of Sacoor Club.
    Customers who make purchases online can benefit from our Tailoring Service in-store at any of the Sacoor Brothers locations.
  • However, kindly note there are no alterations or tailoring services on Outlet items (items under menu Outlet-Sale, or within promotions identified as "Outlet").
  • Sacoor Brothers is not responsible for tailoring services nor for the items deposited with us for this purpose that are not claimed within 3 months after the notified delivery date.
  • Garments can only be tailored within the same economic region:
    - Europe;
    - Middle East; and,
    - Southeast Asia.
    
    E.g. a garment purchased in Portugal (Europe) can not be tailored in Malaysia (Southeast Asia).
  • Please note that in-store tailoring service is not available at Sacoor Brothers Imago Kota Kinabalu (Sabah). 

02. My account

• Can I receive emails with the latest updates and offers from Sacoor Brother regularly?
  
  • Yes. By subscribing to our Newsletter you will receive the latest information about Sacoor Brothers. For already registered members we will keep you updated by email and SMS.
• Can I unsubscribe from the Sacoor Brothers Newsletter?
  
  • On your account, you can easily opt out of the subscription. Provide the required information and save the changes you made.
• Can I recover a forgotten password?
  
  • If you cannot remember your password you can reset it on the Login tab. You will receive an email with instructions for setting a new password.
• How can I register?
  
  • Click on Register, displayed at the top of the homepage of Sacoorbrothers.com.
    Fill in the required fields of the section "Create new account". Confirm the user account.
    At this point you will be registered as a Customer of Sacoorbrothers.com.
• How can I access, check and change my personal information?
  
  • You can access your personal information, change or delete it on the tab “Profile”, displayed at the homepage top of Sacoorborthers.com
• Is it possible to view the details of previous orders?
  
  • Yes, you can check your past orders within your customer page.
• What happens to my personal information after registration?
  
  • All of the data that you provide is stored on our systems in a safe manner to avoid you having to re-enter them and making it easier for you to make further purchases.
• Can I transfer my account to someone else?
  
  • No. All accounts are personal and non transferable.

03. Placing an Order

• How do I place an order?
  
  • Choose the collection (women’s, men’s, children) and the type of item.
    View the item(s) that you like.
    Click on the image of the item to zoom in/out and to see more detailed information. Choose an item and add it to your basket. You can then choose between “continue shopping” or proceed to checkout.
    If you want to proceed with placing the order you can do so by signing up.
    Choose the delivery method.
    Choose payment method.
    Confirm your order.
    You will receive a confirmation email about your order.
• Can I check the status of my order?
  
  • Yes, you can check the status of your order at any point by accessing your customer page. To ask us about the delivery of a parcel, please contact our Customer Care service* via: 
    

    Telephone: +603-21100335

    Malaysia/Singapore E-mail: customercare@my.sacoor.com

    *Monday to Friday from 09am-4pm (GMT +8). Excluding Malaysian Public Holidays

• Can I remove an item from my basket?
  
  • Yes. Before proceeding with the order you can remove any items that you do not want from your basket.
• Can I make changes to my order?
  
  • Yes, you can make changes to your order before you place it. We are not able to make changes to your order after it has been placed. You will need to request a refund and make a new order before it is being shipped out. Please speak to our customer care for more info.
• Can I cancel my order?
  
  • For any questions regarding this subject please contact our Customer Care service via:
    

    Telephone: +603-21100335

    Malaysia E-mail: customercare@my.sacoor.com
    
    

• How can I check if a particular item is in stock?
  
  • Unavailable sizes will not be displayed.
• Will I receive the exact item as shown on the photos?
  
  • Yes, except where items have been manufactured using artisanal methods (brushing, waxing, distressing, etc.) in which some differences from item to item may occur.
• What should I do if I receive the wrong item?
  
  • In the unlikely event that you receive an item that you did not order, you can return it online or exchange it only at our stores Sacoor Brothers store for Sacoor items (purchased under Man and Woman menus); Sacoor Outlet for Outlet items (purchased under Outlet-Sales menu) For further information, please refer to our exchanges and returns policies. You can also contact our Customer Care team with any further question.
• How can I know my size?
  
  • To best find out your size there is a link with our Size Guide on every product page.
• I do not want to order now, but I would like to select these items for next time. Is it possible?
  
  • Add the items that you want onto your Wishlist so you know which ones they are.
    Log in or create an account if you want to access it from any device.
• The items added to the basket are reserved for a future purchase?
  
  • No. Adding items onto your shopping basket does not guarantee its reservation or availability. There are items in high demand which can sell out before you place your order, even though they were available when you added them onto your basket.
• Alterations for Outlet Items:
  • There will be no alterations for all items that fall under Outlet online (under menu Outlet - Sales; any item identified as Outlet) or Sacoor ONE Outlet (any item identified as ONE).
• Defective or Faulty Product
  • If under the rare circumstances, you have received a defective or faulty item the quickest solution is to go to our stores on the same day or within the 30 Days. Do contact our customer care who will be able to assist you to check on the stock in the store you wish to exchange.  All online returns for a defective or faulty product will be refunded to the customer. 
• What happens if an item in my order is not available?
  • If an item you have ordered becomes unavailable or out of stock, we will refund the paid item value to you.
• Gift Service 
  • Please be informed that Gift Service Message or Wrapping, unfortunately, does not apply to Southeast Asia Online Orders until further notice. 

04. Logistics and delivery

• In what countries is it possible to buy online?
  • You can currently make online purchases in Malaysia and Singapore. Please note that your IP connection needs to be from either one of these countries to see prices and checkout.
• Where can I receive my order?
  • You can receive your order at your chosen address (home, work, etc. - never in PO boxes), or the Sacoor Brothers store of your choice (Malaysia only. See store locator here)
• How much does it cost and how long does delivery take?
  • Malaysia
    • Collection at a Sacoor Brothers store within Klang Valley: 3-5 working days; Free
  • • Collection at a Sacoor Brothers store in Genting, Penang, Melaka & Johor: 5-12 working days; Free
    • Regular delivery above MYR 150: 3-5* working days: Free
  • • Regular delivery below MYR 150: 3-5* working days: MYR 10
  • *: East Malaysia and Islands:: 7-12 working days

  • During Sales Promotion, all shipments might be sent out using our partner's DHL packaging. 

  • SINGAPORE

  • Orders to Singapore via Teleport (home delivery) will be charged a shipping rate of SGD 15. In the meantime, please note that we are making it a priority to find better shipping options and rates for you.
  • • Collection at a Sacoor Brothers store (C&C) - Not available (no stores in Singapore)
  • • Home delivery - 7 working days (on average): SGD$15

  • During Sales Promotion, all shipments might be sent out using our partner's DHL packaging. 

  • Deliveries are carried out between 9am and 6pm. Someone will need to be at the specified address to receive the parcel. During sales periods, delivery can take longer than usual.

  • Our warehouse is closed during Malaysia's bank holidays, which are therefore not considered “working days” for delivery purposes

  • During Black Friday/Cyber Monday and Main Sales (Chinese New Year, Ramadhan, Deepavali, and Christmas) the shipping time can be superior to the ones mentioned.

• How can I check that I placed my order correctly?
  • You will receive an email confirmation of your order once it has been placed. If you do not receive it, please contact the Customer Care service.
• Can I place an order from one country and get it delivered to a different one?
  • Only between Malaysia and Singapore.
• How can I track my order?
  • As soon as we start packing your order we will send you an email with details about delivery and a tracking number*.
    *only for home deliveries in MY
• My order was marked as Delivered, however I did not receive my parcel.
  • You have 7 calendar days to contact us if your parcel is stated as Delivered but is missing, from the estimated delivery date (refer to Order & Shipping).
• How is in-store delivery carried out?
  
  • If you chose in-store delivery you can check when it is available for collection in your delivery status. You have 15 days to collect your item.
• How long do I have to pick up my purchase in-store?
  • You will have to collect your order within 15 days, after which time your order might be sent back to our warehouse . Additionally shipping fees might be charged. Note: parcels/items not claimed within 6 months will be shipped out to our main logistic centre to be destroyed. Sacoor holds no responsibility for any loss caused.
• Alterations for Outlet Items
  
  • There will be no alterations for all items that fall under Outlet online (under Outlet-Sales menu).

05. Returns

• Return Policy on Received Items
  • Returns are only applicable if the item is in its original condition, unwashed and/or unused. Item(s) that are not meeting the criteria mentioned, the refund will not be issued. Returns can be done one time only per order. Item needs to be identified with an internal label.
• How can I return an item online?
  • Please consult our Returns & Refunds guidelines. 
• When and how will I receive my refund?
  • After approving and issuing your refund (the estimated time varies depending on your bank), you will receive a confirmation email indicating that your refund will be in your account shortly after.
  • If you used a gift card, it will be returned in a state of a credit note that can be used online and in-store.
  • If you returned an item in-store the refund will be issued within 15 working days by bank transfer.
• What do I do if the item received is damaged/without internal label?
  • In the unlikely event that you receive a damaged item or an item without an internal label, please contact the Customer Care service.
• Does returning an item incur any costs?
  • Returns from Malaysia are free of charge. Returns from Singapore of 1 or 2 items are free - however, Singapore returns for 3 or more items will be issued a MYR150 shipping fee. Customers are only to return once for every order.
• When will the courier come to collect my return parcel?
  • Sacoor Brothers will schedule pick-up for the following day of the return label issue date.

06. Exchanges

• How can I exchange an item?
  • We do not do online exchanges for items bought online however you can exchange it at a Sacoor Brothers store (if you purchase from Man and/or Woman menus), Sacoor Outlet (if you purchase from Outlet-Sales menu and the item is identified as Outlet), or Sacoor ONE Outlet (if you purchase from Outlet-Sales or Sacoor ONE Outlet menu and the item is identified as ONE) The item needs to be its original condition, unwashed and/and unused.
• How long do I have to exchange an item?
  • Exchanges are accepted within 30 days after receiving the order. 
  • Important note for Click & Collect, exchanges is allowed within 30 days from the date you collected your order. As you have 15 days window to collect the order from the date it arrives in the store, and should this window passed (you only collect the order after 15 days collection window ends), the 30 days of exchange period will commenced after 15 days collection window ends.
• Can I exchange my item(s) at any Sacoor location?
  • You can exchange at a Sacoor Brothers store in Malaysia or Singapore (if you purchase from Man and/or Woman menus), Sacoor Outlet (if you purchase from Outlet-Sales menu and the item is identified as Outlet), or Sacoor ONE Outlet (if you purchase from Outlet-Sales or Sacoor ONE Outlet menu and the item is identified as ONE) The item needs to be its original condition, unwashed and/and unused.

07. Payment & Online Vouchers

• What are the payment options available?
  • We accept the following payment methods: FPX, Credit/Debit card, and eWallet (Touch 'n Go, GrabPay, MAE (Maybank2u))
• Is it safe to use my bank card on your website?
  • Yes, all data provided is encrypted with an SSL protocol. For payment with credit or debit cards you will need to provide the CVV (Card Verification Value) number, a code displayed on the back/front of your card that is used as a safety measure for all electronic transactions.
• What do I do if my card is not accepted?
  • Your card can be refused for the following reasons:
  • - It might be out of date. Please check the “end date” on your card.
  • - The card might have reached the maximum spending limit. Please check with your bank whether you have exceeded your spending limit.
  • - The details provided are incorrect. Please check if you provided the correct details in all mandatory fields.
• Can I get an invoice in the name of my company?
  • Yes, we are able to provide this, simply write this information on the billing address box.
• How many vouchers can I use at checkout?
  • Only one (1) voucher is allowed to be used at checkout. No vouchers can be combined or accumulated. 
• I have already used my voucher. Why can't I reuse it?
  • Unless stated otherwise, all our vouchers are only for 1-time redemption only. 

09. Gift Card

• How do I buy a Gift Card?
  • You can buy a virtual Gift Card at any of our stores except Sacoor One. You can also buy online.
• How do I use a Gift Card?
  • You can use a Gift Card at any of our stores or online at sacoorbrothers.com. You can spend it in one or more purchases. After you spend the full amount on it, the card will become inactive. In the event that the purchase amount is more than the value available in the gift card, you will need to top-up the balance using any of the payment methods made available. You can use the gift card at physical stores as well, acceptable at any Sacoor Brothers and Sacoor Outlet except Sacoor One and Sacoor Blue.
• Can I return a Gift Card?
  • Gift Cards cannot be returned or exchanged.
• When does the Gift Card expire?
  • Gift Cards expire 12 months after purchase.

10 - Order Shipment & Shoe Packaging

• What Packaging will I get if I buy from Sacoor Online?
  • As sustainability is a huge priority for Sacoor Brothers, our packaging is made entirely from recycled materials, and they’re recyclable too. A box with Sacoor logo will be shipped to customers during the normal sales period. 
  • However, during the high sales period, orders might be shipped via our partner's DHL packaging to quicken the delivery process to your doorstep.
• Will I get a shoebox/suit cover/dust bag when I purchase online?
  • Shoeboxes, suit covers, and dust bags are subject to availability when processing the order.

11. Sacoor Club

• What is the Sacoor Club?
  • - The Sacoor Club is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor One and Sacoor Blue, launched in 1991. Program  membership provides access to unique advantages in all participating stores *worldwide. Whether you are, you will always be recognized as a Sacoor Club member with corresponding benefits.
  • - Our loyalty program is free to join and will make your shopping experience with us even more pleasurable. Membership gives you the chance to enhance your shopping experience with services that make every visit to our stores more rewarding.
  • - *For customers that registered their membership at these regions: Southeast Asia (Malaysia & Singapore) and Middle East can use their membership account within these regions. 
• How do I become a Sacoor Club member?
  • To become a Sacoor Club member please visit our website – www.sacoorbrothers.com – and signup to create your account and join the Sacoor Club by accepting the terms and conditions. Alternatively, any of our staff members in any of our stores will be able to assist you with this. When you join online, your account is activated automatically as soon as you complete the enrolment process.
• Once I’ve become a member, do I get a membership card?
  • The Sacoor Club card is a card-free program. As a member you can identify yourself in any of our participating stores or by presenting your phone number and personal identification card (with a valid picture) to collect Points and redeem your benefits. Some examples of this include your personal ID card, passport or driver’s license.
• How does the Sacoor Club work?
  • - The Sacoor Club allows you to win Points with every purchase you make in all our participating stores. The more Points you earn, the more benefits you can enjoy.
    - The Points in the Sacoor Club program, are valued in the following way:
    • Tier Points are collected when you purchase from Sacoor Brothers and help you reach the next tier of membership to enter a wider world of benefits.
• How do I access my account?
  • An easy-to-use, personalized My Account greets every Sacoor Club member after log in. It is straightforward to navigate and lets you see your total Points, recent online transactions and other useful information at a glance. Key alerts keep you up to date and it even shows you special offers related to your tier.
• How can I earn Points? How are they calculated?
  • - Every time you shop with Sacoor Brothers you earn Tier Points. They cannot be spent/redeemed and are only used to build up your tier status from Silver to Gold and Platinum.
  • - Your Tier Points are calculated using your ticket value only, net of all deductions and discounts and according to brands.

  • Sacoor Brothers MYR 1 = 1 point Sacoor Online MYR/SGD 1 = 1 point

    Sacoor Outlet MYR 1 = 0.25 points

    Sacoor One Boutique MYR 1 = 0.5 points Sacoor One Outlet MYR 1 = 0.25 points

    Sacoor Blue Boutique MYR 1 = 0.5 points Sacoor Blue Outlet MYR 1 = 0.25 points

     
• When will Points be credited to my account?
  • - Tier Points are credited to your account 30mins after you have made a purchase. To check online, please refresh the page after that period.
  • - Tier Points earned from physical stores will be updated online but you cannot track the transaction when you log in to your account online. 
• Can I decide what Sacoor Club account I want to earn Points in?
  • No. Your Sacoor Club membership is personal and you must identify yourself at our stores to gain Points on your purchases. This is our procedure to guarantee that your account is protected and that you are safely entitled to your membership benefits.
• Do I earn Points whatever the garment type?
  • Yes you do.
• What are membership tiers?
  • The Sacoor Club has three membership tiers. They are Silver, Gold and Platinum. Each new Tier brings you inviting benefits that get even better as you move up tiers, so you can look forward to advantages such as free home delivery. Once you are a member you can start collecting Tier Points from your purchases at Sacoor Brothers. As you accumulate Tier Points you will be able to achieve Gold or Platinum membership status.
• How many Tier Points do I have to accumulate to achieve each membership status?
  • The number of Tier Points you have to accumulate to reach Gold and Platinum status vary depending on the country where you are registered in:

  • 	Silver	Gold	Platinum
    Malaysia	>0	≥2,000	≥6,000
    Singapore	>0	≥1,500	≥2,500

• How long are my Tier Points valid for?
  • Your Tier Points are valid up to 12 months from the date your earning activity is completed. Your Tier Points will be removed from your account at the end of the month, one year from when they were earned.
    For example, if you earned Tier Points in January 2022, these Tier Points will expire on 31st January 2023.
• How long is my Tier Status valid for?
  • Your Silver, Gold or Platinum Tier status is valid for a maximum of 12 months from the date you are granted such status up to your annual Tier Review Date. However, if at any point during such period you have accumulated enough Tier Points to qualify for a Tier upgrade, you will be upgraded before then.
• When does my annual Tier Review Date take place?
  • Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status.
• How long do I keep my Tier benefits for?
  • Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status. Points accumulated are valid for a period of one year. Card is renewed every year, and the status is according to total of points each year.
• What are the benefits of each of the different membership tiers?
  

  • There are lots of things to look forward to in every tier, from discounts to our even invitations benefit.

    • Silver Sacoor Club members are entitled to:
    - Sacoor Club 10% discount
    - Happy Days
    - Birthday Discount 
    - Tailoring Services
    - Special Promotion

  •  

    • Gold Sacoor Club members are entitled to:
    - Sacoor Club 20% discount
    - Happy Days
    - Birthday Gift and Discount 
    - Tailoring Services
    - Special Promotions
    - Sacoor Atelier
    - Free home delivery (Malaysia only)
    - Event Invitations
    - Early Reservations for Special Sales
    - Partnerships

  •  

    • Platinum Sacoor Club members are entitled:
    - Sacoor Club 30% discount
    - Happy Days
    - Birthday Gift and Discount 
    - Tailoring Services
    - Special Promotions
    - Sacoor Atelier
    - Free home delivery (Malaysia only)
    - Event Invitations
    - Early Reservations for Special Sales
    - Partnerships

• Which Sacoor Club members are eligible for the program benefits?
  
  • Eligible Sacoor Club members must have reached the age of majority in the country where they enroll for the Sacoor Club.
• What is the “Sacoor Club discount” benefit and how do I use it?
  • If you are a Silver, Gold or Platinum member, you are entitled to use a corresponding discount:
    • Silver Sacoor Club member: 10% discount
    • Gold Sacoor Club member: 20% discount
    • Platinum Sacoor Club member: 30% discount
• Can “Sacoor Club discount” benefit be used on top of other promotions or discounts?
  • Your Sacoor Club discount can not be used on top of other promotions or discounts.
• What is the “Birthday gift” benefit and how am I entitled to it?
  • Birthday Discount is 50% for all Tier Levels (regular price). There is no limit for the number of items customers can buy during the 7 days, starting from the effective birthdate. Valid ID must be verified at time of purchase. For Gold and Platinum Members, redemption of the free gift can be done within the same dates (7 days, starting from the effective birthdate).
• May I include my family and friends in my Sacoor Club account?
  • The Sacoor Club account is personal. Your family and friends will have to sign up for a new account if they wish to be part of the Sacoor Club. We do not recommend sharing of your Membership Account to prevent cases of misappropriate of use.
• How can I change my personal information or details on my Sacoor Club account?
  • If you need to change your name, birthdate, country of residence or any other information you may do so by logging in to your Sacoor Club account or email to us at customercare@my.sacoor.com
• Is it possible to change the base ‘Country’ where my Points are valued?
  • No, it is not possible.
    
    
• Can I have two or more Sacoor Club accounts?
  • No. You can only have one Sacoor Club account at a time.

12. Happy Days

• What are Happy Days?
  • Assignment of a Happy Days ticket with the value of 50% of the amount paid on a purchase. This receipt is discounted on your next purchase with the same value or superior than twice the value of the receipt.
• How can I use the Happy Days ticket?
  • You can use it as follows:
  • - The discount of the Happy Days ticket has to be made on the retailer price;
  • - The use of the Happy Days ticket is not cumulative with the Sacoor Club card discount or other promotions / campaigns, except birthday discount and loyalty coupon;
  • - The Happy Days ticket can only be used in a purchase with equal value or twice superior;
  • - The Happy Days ticket has to be discounted in a single purchase (2 or more Happy Day tickets can be used in the same purchase - the rule remains: the final value paid must always be at least the sum of Happy Days tickets);
  • - The Happy Days ticket issued is equal to 50% of the value of the purchase that originates the Happy Days ticket (if it is the first purchase - means without using a Happy Days ticket - could had Sacoor Club discount or other);
  • - The value of the Happy Days ticket is always 50% of the amount actually paid on the purchase;
  • - The Happy Days ticket is not convertible into cash and cannot be returned under any other payment method (bank wire, ATM wire, check or other);
  • - In case of returning an item that has been purchased with a Happy Days ticket, you will only receive the amount actually paid and the system will issue a new Happy Days ticket of the same value as the one used in the sale that issue to coupon/return.
• Can I use my Happy Days ticket for online purchase?
  
  • - While the rules remains, you can use it online but only for tickets you have earned from Sacoor Brothers boutique stores. Happy Days ticket from Sacoor Outlet is not valid to be use for online purchase.
  • - The ticket only can be used when you logged into your account where the ticket is originated from. 
  • - The ticket cannot be transfer to another account or used with a guest customer account.
• What are the Happy Days dates ? 
  • Happy Days are issued and used in certain periods