biji biji frequently asked questions
Here at Biji Biji, we aim to make your online shopping experience the best possible.

Below are the most common answers to questions regarding shipping, returns, and other inquiries.

THE PRODUCTS

Your products are quite pricey. Why is that so?
Each product is handmade with care and requires intensive labor. Our tailors are paid fair wages for their work. We work with our in-house tailor as well as marginalized communities to provide income opportunities. Furthermore, working with up-cycled materials requires more time and effort.

Where are the products made?
Our products are locally made in Malaysia. Every step of the production process from designing to manufacturing takes place in Kuala Lumpur, Malaysia. We strive to manufacture our products in environmentally and socially responsible ways.

Where do you source your materials?
Our materials are sourced locally in Malaysia with the exception of our vintage kimonos. The materials are either purchased in bulk or contributed by responsible individuals and corporations.

Do you accept unwanted materials?
It depends on the quantity and condition of the materials. As well as the function. Please contact us at fashion@biji-biji.com if you're interested to contribute or collaborate.

Do you have a physical store?
Our bags can be found in multiple retailers in Malaysia. A full list of our retailers can be found here.

How do I clean the bags?

How to clean your seat belt bag

For seat belt bags:
Brush gently with a toothbrush and warm soapy water. For stubborn stains, we recommend using uncolored multi-purpose surface cleaner creams.

For Kimono fabric:
Due to the fragility of vintage kimonos, it is highly recommended that you take extra care in the cleaning process. We suggest sending them for specialist dry cleaning to retain their condition.

For Banner bags:
Wipe the surface with a damp cloth, use soapy water for stubborn dirt.

For Felt bags:
Brush gently with a shoe brush or use carpet foam cleaners for stubborn stains.

SHIPPING

Where does Biji Biji ship from? How long will the delivery take?
Biji Biji ships from our headquarters in Kuala Lumpur, Malaysia. Delivery time will often depend on the location of the receiver.

Do you ship internationally?
Yes, we do. We ship worldwide, shipping rates are calculated at checkout. Please contact us at fashion@biji-biji.com if your country is not listed.

What are the shipping rates?
Shipping rates are calculated at checkout. Shipping within Malaysia is free for orders above RM 99 and above.

Are there customs fees?
Customs charges may be applied by Customs of the country of delivery. Please note that the customs fare varies depending on the country of delivery.

Can I pick up my order?
Orders are available for pick up at:

Biji Biji Ethical Fashion,
Me.reka, Publika Shopping Gallery
Lot 1C, Level G1 (A4 Entrance)
Solaris Dutamas,
50480 Kuala Lumpur,
Malaysia.

Mon-Fri: 10:00 am - 6:00 pm

Please notify us at fashion@biji-biji.com after placing an order.

Can I change or add to my order? Can I change my shipping address?

Yes but only if the order has not been shipped. Contact us via live chat or email us at fashion@biji-biji.com as soon as possible after placing your order.

 ORDER AND PAYMENT

What payment methods do you accept?
We offer a variety of payment options. We accept Visa, MasterCard, Paypal, American Express, online bank transfers, and bank deposits.

TRACKING YOUR ORDER

How can I track my order?
In your shipping confirmation email, you'll get a link to the tracking history. From there, you can monitor your package's progress until it's delivered to your door.

My tracking info shows my package was delivered, but I never received it.
Biji Biji provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you should contact the courier service and discuss the issue with them.

RETURNS AND EXCHANGES

Are the bags returnable or exchangeable?

Yes, indeed but with certain limitations.

We pride ourselves in producing quality and timeless products. Hence, it is our pleasure for you to be delighted with your purchase! Please purchase with care as we are unable to provide an exchange or refund unless the item is faulty. If you are unsure about the sizing and materials, please contact our customer service via live chat for assistance regarding your purchase.

Due to delivery circumstances, we cannot accept a return/refund/exchange request from an international location (non-Malaysian address).

 

When is my purchase eligible for a return or exchange?

Requests for exchange or return must be made within 14 days after receiving your order. In the unlikely event that a product is defective, we will arrange for an exchange or return. Every purchase with a promotion code or at a discounted price is not refundable, returnable. and/or exchangeable for cash and credits.

 

In what condition must the product be in?

Product exchanges or return requests will only be accepted if the items are returned:

  • unused
  • with the original sale tags attached
  • in the condition that they were received

 

Who bears the shipping cost?

We will bear the postage in the event of an exchange or return if the item is found faulty.

 

I bought my item on sale, is it eligible for a return or exchange?

Please note that we are unable to offer returns or exchanges on promotional items; this includes discount codes.

 

What is not eligible for return or exchange?

We pride ourselves in producing quality and timeless products. Hence, it is our pleasure for you to be completely satisfied with your purchase! Please purchase carefully as we are unable to provide an exchange or refund unless the item is faulty. The following are reasonable situations where a return or exchange is not allowed:

  • The item shows damaged by misuse, abuse, improper care or negligence.
  • The item shows wear and tear.
  • The sales tag has been removed or defaced.
  • The item has been washed.
  • Personal reasons unrelated to product performance.

 

It has been more than 14 days since I have received my order but my product is damaged. What can I do?

We offer a 1 year warranty with free repairs on our Seat Belt Collection. Please visit our Free Repairs policy page here. If your purchase was made more than a year ago, do not fret, we offer repair services as well.

 

What can I exchange the item for?

Exchanges can be made with different colors, sizes or products, and or multiple products (subject to stock availability). If your exchanged item is of greater value than the original item, you will be charged for the price difference. However, if your exchanged item is of lesser value, no refunds will be credited for the difference.

 

I bought a product from a retail outlet, can I return/exchange the product here?

Returns and exchange requests for any purchases from any retail outlet/experience store are to be referred back to their respective Return Policy. Online purchase's return policy does not apply to any physical store purchases.

 

When can I receive my refund or exchange?

Once we have received and inspected the returned item, we will proceed with the refund or exchange process. This may take up to 20 days.

 

How do I request for a return or an exchange?

Returns and exchange requests can be made to fashion@biji-biji.com. Please include your order number, the reason for the request and attach a photo of the product. For assistance, contact us via live chat.

CAREERS

How do I join the Biji Biji team?
Kindly send in your CV and portfolio to careers@biji-biji.com and we'll be in touch! We welcome international applicants as well!

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