Product & Sizing
Please refer to our SIZE GUIDE.
You can find a size guide and care instruction on any of the product page.
Please click product info on the product page.
Shipping & Order
Purchase up to MYR 99 for free delivery. For orders below MYR 99, a shipping fee of MYR 6 will apply. From time to time, we will offer free delivery with no minimum spend. Please follow us for updates.”
Please refer to our SHIPPING page for more information regarding shipping rate, terms and conditions
You may track your order with Pos Malaysia using your Consignment number.
Please note that there may be a delay between the dispatch email being sent and the carrier receiving the package. As a guide, please allow up to 24 hours for your order’s information to become visible.”
We offer the following times for delivery in business days.
- Shipping within Klang Valley: 2 to 4 business days.
- Shipping to other states: 2 to 5 business days.
- Shipping to East Malaysia: 7 to 14 business days
If you have not received your order within the business days stated, kindly CONTACT US.
All deliveries must be signed upon receipt.
Hey there! We’re sorry to hear that you didn’t receive your order confirmation. Don’t worry, we’re here to help! Just give our friendly CUSTOMER SUPPORT team a shout, and they’ll make sure to assist you with any questions or concerns you have.
Absolutely! You can provide a separate delivery address during the checkout process. Just make sure to enter the correct information to ensure a smooth delivery.
Absolutely! We understand that sometimes plans change. If your order hasn’t been shipped yet, just reach out to us with the new delivery address and your contact number. However, if your order has been shipped out, it is not possible to change it.
Oh no! We apologize for the inconvenience. To resolve this, kindly contact your nearest express shipping company and provide them with the correct address. They will help ensure your order gets delivered to the right place. If you need any further assistance, feel free to reach out to us CONTACT US.
We sincerely apologize, in such an event please do contact our team at customerservice@privatestructure.com.my with your order details, we will make sure you get the missing item.
We sincerely apologize, in such an event please ensure that the wrong item is in its original condition and proceed to contact our team at customerservice@privatestructure.com.my with your order details, we will make sure you get the correct item.
Unfortunately, we only provide standard delivery for all orders.
Yes, you can arrange your own pick-up. Please notify us you need a special arrangement and allow us 3 working hours to process your package after we have successfully received and confirmed your payment.
Yes, we do ship internationally! However, international shipping is not available through this webstore. Please visit PrivateStructure.com to place your international order.
All the products are ready stocks and shipped locally from Kuala Lumpur, Malaysia.
Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email with your tracking number and a link to track your order online.
Sometimes we have to cancel orders. This can be due to a number of reasons, including:
- Stock availability. It is most likely that your size ran out of stock before we could process your order.
- Payment issues. Your payment did not go through or we were not able to verify your payment details.
- Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
You will not be charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.
In order to get a clear understanding why your order was cancelled we recommend you to contact our customer support team at customerservice@privatestructure.com.my and we will be able to assist you.
If your order hasn’t been shipped yet, we can help cancel it.
Please share your order number and let us know the reason for cancellation.
If the order has already been shipped, we may not be able to cancel it — but we’ll do our best to assist!
Return & Exchange
We are sorry to hear that, please take clear photos of the faulty item along with Customer Support with the order number.
Please also check out our “Return, Exchange & Order Cancellation Policy”
Do get in touch with our Customer Support Team and we’d be happy to help.
We do not accept any returns or exchanges on all Underwear Products, Socks, Swimwear, boxer shorts due to hygienic reasons or claims that the products received do not match the pictures and size indication/guide as published on our website. However, we do accept returns of Clothing products. Please refer to our RETURN & EXCHANGE POLICY page for more information
Before we can start processing your refund, we need to make sure that your returned products meet our return term and conditions. As long as your product(s) meet the above criteria, we can reimburse your purchase price .If your returned product(s) don’t meet the criteria above, we cannot accept the items and unfortunately won’t be able to give you a refund.
If you return an order where a promotion code or voucher has been used, the value of the code will not be refunded. The voucher code will not be replaced. Promotion codes are only valid within a certain time.
For online returns, please ensure that all items are returned in their original condition, including being unworn, unopened, unwashed, and undamaged. Additionally, all original tags must be attached, and the original packaging must be undamaged. Please note that items in their original condition should not be marked, labelled, damaged, or taped.
About Technical Issue/ Setting Issue
Promo code and vouchers are only valid for use on products that are part of a promotion or campaign, so check whether the relevant promotion is still running.
Please clear your browser’s cache and cookies, close your browser and try again.
Log out and log back into your account, and then try placing your order again
If you still having difficulties, please contact us at customerservice@privatestructure.com.my
Click the “Forgot Password” at the Sign-In page and enter your email address. We will then email you a link to your registered email address to reset your password.
You can also send us an email request at customerservice@privatestructure.com.my so that we can assist you further.
Just send us an email request at customerservice@privatestructure.com.my and let us know the old and new email address so that we can reset your account. We will let you know when it’s all done.
We’re glad you asked, by signing up for an account you get to enjoy members only deals, enjoy the latest arrivals, and get to view your order history in your account. However, if none of this is for you, we get it. The guest check-out is there for you convenience.
Please contact us at customerservice@privatestructure.com.my and shoot us your questions
Please check if your card is eligible for online payments or if your e-wallet has sufficient balance.” Additionally, it may be due to scheduled maintenance of the payment gateway.
If you need to contact us, you can use one of the following methods:
Online customer live chat : Available on business days, Monday to Friday from 9.00 am to 5.30pm
By Email : customerservice@privatestructure.com.my
By Whatsapp chat : WhatsApp
By Telephone : 03-92005089
Please note that calls are charged at your standard network rate.
