FAQ

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 contacts page.

How can we help?

FAQ

01. General information

How can I contact the Customer Care service?

For any queries regarding SacoorBrothers.com do not hesitate in contacting the Customer Care service:

Telephone: +60321100335

The Customer Care service is available Monday to Friday from 9 am to 1 pm and from 2 pm-5 pm (GMT).

Are online prices the same as the ones in the store?

Yes, but if there is a difference between the prices shown online and those on the items’ labels in-store, the correct price is always the one shown on the receipt.

How can I make an online purchase?

You have to be over 18 and provide a home address in Malaysia & Singapore, for shipping and billing purposes. The items are kept in the shopping basket for 24 hours, but this does 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.

What is a Wishlist and how does it work?

A Wishlist is a tool that allows registered users to mark as favorites 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, after choosing the color and size, click on the heart symbol which you can find at the bottom of the product page.

We remind you that adding an item to the Wishlist does not mean it has been reserved as the available stock for the selected color and size will continue to be available for sale on the online store and may become unavailable. We remind you that the information regarding the availability of any items is shown online.

Can I take advantage of the Tailoring Service on items bought in the online store?

The Tailoring Service is free for Customers who are members of Sacoor Club.

Customers who make purchases online (except the items of "SACOOR OUTLET") can benefit from our Tailoring Service in-store at any of the Sacoor Brothers locations.

02. My account

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.

Is creating a membership account free?

Yes, the process is free and the membership is for a lifetime.

Do I earn points with my membership?

Yes, points are accumulated with every purchase made under your account.

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 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.

What is Sacoor Marketing Communication?

Sacoor Marketing Communication refers to the various methods and channels Sacoor uses to communicate with its customers and audience. This includes email newsletters, social media updates, SMS notifications, promotional offers, and other forms of digital and traditional marketing aimed at keeping customers informed about products, services, events, and special offers.

However, for Singapore-based customers, SMS will not be sent to their registered mobile number, but they will still receive our newsletter via email.

How do I enable Sacoor Marketing Communication?

Follow these steps to enable Sacoor Marketing Communication:

1. Log in to your Sacoor account.
2. Navigate to your account settings or preferences.
3. Look for the section related to communication preferences or marketing communication.
4. Enable the option for Sacoor Marketing Communication.
5. Save your changes.

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.

Why do I not receive any SMS notifications for my birthday?

If you are not receiving SMS notifications for your birthday, it is because our SMS service only caters to Malaysian mobile numbers.

I have registered my mobile number, but I am still not receiving birthday SMS notifications. What should I do?

Since our SMS service is limited to Malaysian mobile numbers, customers with non-Malaysian numbers will not receive SMS notifications.

How can I receive birthday notifications if my mobile number is not Malaysian?

For assistance, kindly contact our customer care team at customercare@my.sacoor.com.

I do not wish to be associated with Sacoor Brothers anymore. How do I disable or terminate my account?

We are sad to hear that you want to leave us. To disable or terminate your account, please contact us directly via email at customercare@my.sacoor.com for further assistance.

03. Placing an Order

How do I place an order?

Choose the collection (Women’s, Men’s, or Kids) 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 do so by signing up.
Choose the delivery method.
Choose the 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:
Email: customercare@my.sacoor.com

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.

Can I cancel my order?

For any questions regarding this subject please contact our Customer Care service via:
Email: customercare@my.sacoor.com

How can I check if a particular item is in stock?

The sizes that are not available will appear in a grey shade and will be unavailable for selection. When an item is out of stock, it will be removed from our website.

Will I receive the exact item as shown in the photos?

Yes, except where items have been manufactured using artisanal methods (brushing, waxing, distressing, etc.) in which some differences from an 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 or exchange it (at Sacoor Brothers or Sacoor Kids stores only) as long as it has not been worn. For further information, please refer to our exchanges and returns policies. You can also contact our Customer Care team with any further questions.

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 to 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 to your basket.

How do I know if my order is successfully placed?

You will receive an email notification with the order number and details of your order. The email will be sent to the email address that you used to submit your order.

Can I request for gift wrap?

Regrettably, we do not offer gift wrapping at the moment.

Can I request for a special message for my order?

Regrettably, we do not offer curated messages for orders placed.

Can I place my order through phone, email, or direct messages (WhatsApp)?

Orders must be placed through our official website.

I live outside of Malaysia/Singapore, how do I place my order?

Unfortunately, customers living outside of Malaysia & Singapore will not be able to place an order.

Can I deliver my order to a country other than Malaysia & Singapore?

Unfortunately, you can't. Only addresses within Malaysia & Singapore are acceptable.

04. Order Fulfillment

When will my order be processed if I place it between Monday and Thursday?

Orders placed between Monday and Thursday will be processed on the next working day. For example, if you place your order on a Tuesday, it will be processed on Wednesday.

How are orders placed on Friday, Saturday, or Sunday handled?

Orders placed on Friday, Saturday, or Sunday will be processed on the following working days. For example, an order placed on Friday will be processed on Monday, while an order placed on Sunday will also be processed on Monday.

What happens to my order if I place it on a public holiday?

Orders placed on public holidays will be processed on the following working days. For example, if a public holiday falls on a Wednesday and you place your order that day, it will be processed on Thursday, assuming Thursday is not also a public holiday.

(Please take note that Public Holiday here refers to Malaysian Public Holiday)

Can I expedite my order processing time?

Currently, all orders are processed according to our standard processing schedule. We do not offer expedited processing services.

Are there any exceptions to the order processing times?

Generally, all orders are processed according to the outlined schedule. However, in exceptional circumstances such as severe weather conditions, significant system outages, or other unforeseen events, there may be delays. We will notify you if such situations arise.

What could cause a delay in the fulfillment of my order?

Your order might be delayed if we find that the item(s) in your order are not fit to be shipped due to damage.

How will I be informed if there is a delay due to damaged items?

If we encounter damaged items in your order, we will communicate with you via email within 48 hours after the order is placed to advise you on the available solutions.

Are there other reasons for potential delays in order fulfillment?

Yes, high order volume, especially during special sales periods like Black Friday or Christmas Sales, might cause delays.

During warehouse stock take event will also caused delays.

However, the delay is expected to be no more than 48 hours from the date you placed your order.

Will I be compensated for delays during special sales periods?

While we strive to minimize delays during special sales periods, we do not offer specific compensation for delays that occur due to high order volumes within the expected 48-hour timeframe.

05. Packaging

What kind of packaging is used for my order?

All orders are carefully packed in our eco-friendly box with high-grade recyclable material.

Does a shopping bag come included in my order?

In our mission towards sustainability, shopping bags are not included in any order placed. However, you may request within 24 hours after an order has been placed by contacting our Customer Care team at customercare@my.sacoor.com

06. Logistics and delivery

In what countries is it possible to buy online?

To place an online order, you must reside in Malaysia or Singapore. Only residents of these two countries are eligible to make purchases.

What types of delivery are provided?

We only have Home Delivery (courier) method for orders to Singapore

How much does it cost and how long does delivery take?

The delivery times depend on the type of delivery method chosen.

 You can refer to Orders & Shipping to know more about deliveries.
 

Deliveries are carried out between 9 am and 6 pm. someone will need to be at the specified address to receive the package. During sales periods, delivery can take longer than usual. Our warehouse is closed during public holidays.

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 Customer Care service.

Can I place an order from one country and get it delivered to a different one?

No, for the time being.

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 hyperlink through which you will be able to track your order. You can also track your parcel via your “My Account” after logging in to sacoorborthers.com

Will there be any potential delays in delivering my order?

es, there are a few circumstances that may lead to potential delays in the delivery of your order. These include:

Peak Season Sales: During peak sales periods, such as holiday seasons or special promotions, the high volume of orders may take extra time for our fulfillment team to process. We will do our best to fulfill your order as soon as possible.

Warehouse Stock Count Events: Occasionally, we conduct stock count events in our warehouse. During these times, processing work might be temporarily halted to allow for the accurate counting of stock. If this affects your order, we will notify you of the delay.

Uncontrollable Issues: Natural disasters, carrier hub or depot sorting issues, and other unforeseen events beyond our control may lead to delivery area closures and delays. Natural disasters, carrier hub or depot sorting issues, and other unforeseen events beyond our control may lead to delivery area closures and delays.

What should I do if I need my order urgently? Can you expedite it?

If you need your order urgently, please contact our customer service team. We will check with the relevant team for any possibility to expedite your order and update you via email.

How will I be notified of any delays?

If there are any delays affecting your order, we will notify you via email or through the contact information you provided during checkout.

07. Returns

How can I return an item?

For more information please visit Returns & Exchanges

Please feel free to contact us for any further assistance:

Telephone: +60321100335
Email: customercare@my.sacoor.com

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 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?

Sacoor Brothers only sell items that are in perfect condition so, in the event that you receive a damaged item please contact the Customer Care service.

Does returning an item incur any costs?

No. Returns are free of charge.

08. Refunds

Type of refund mode

Post/Courier Return: Original payment mode

Time Frame for Refund Request Acceptance

For online purchases, the refund request must be submitted within 30 days from the date of order received. Failure to adhere to this time frame may result in the rejection of your refund request.

How the refund is processed for Your Online Purchase.

To initiate a refund for your online purchase, please refer to Return & Refund page

Refund Processing Time

The refund will be credited to your bank account within 15 working days, following the bank calendar. To ensure timely processing, please provide accurate bank details, including:

Bank Name
Bank Account Number
Name as per Bank Account
Swift Code

These information is mandatory. Providing accurate information will help avoid any delays in processing your refund.

Shipping Fee Refund Policy

Please note that shipping fees applied to orders in MY (Malaysia) and SG (Singapore) are non-refundable.

09. Exchanges

How can I exchange an item?

We've made the exchange process as convenient as possible for our online shoppers. You can exchange your purchased items at any of our Sacoor Brothers and Sacoor Outlet locations, depending on the item's collection:

Sacoor Brothers Items: Exchange your Sacoor Brothers items hassle-free at any Sacoor Brothers boutique.


Special Deals Items: For items purchased under our Special Deals collection, you can exchange them at any Sacoor Outlet store.

How long do I have to exchange an item?

Exchanges are accepted within 30 days after the purchase and after receiving the original item.

Can I Exchange via Mail/Post?

Regrettably, we do not offer exchange services via mail or post. To ensure a smooth and satisfactory exchange experience, we conduct all exchanges exclusively in our physical stores. We believe this approach allows us to provide personalized assistance and immediate solutions to meet your needs. We appreciate your understanding and encourage you to visit us at any of our locations for your exchange requests.

Exchange Process for Singapore Residents

If you're residing in Singapore and need to exchange an item, please follow these guidelines:

In-Store Exchanges: Exchanges are only accepted physically in our stores. You are required to visit one of our designated stores within the specified time frame to complete your exchange. Exchanges are strictly allowed for sizes or color of the same model.

Return and Reorder Option: If visiting a store is not convenient for you, you can return the product and place a new order online. The returned goods will be refunded via the original payment method used for your purchase.

10. Payment

What are the payment options available?

We accept the following payment methods: online banking/credit/debit card

Is it safe to use my bank card on your website?

Yes, all data provided is encrypted with an SSL protocol. For payment with a credit or debit card, you will need to provide the CVV (Card Verification Value)number, a code displayed on the back 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 declined 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.

11. Gift Receipt

What is a gift receipt?

A gift receipt allows you to send someone a parcel without disclosing the amount paid. You can also add a personalised message.

How can I place an order with a gift receipt?

At checkout, you can select the "Include gift invoice" within the "About you" section. If you need more than one gift invoice, please contact the Customer Care team.

Can I send a message to the recipient?

Yes, at checkout you can write a short message which will be printed and included in the package.

How can the person who received the present, return an item with the gift receipt?

The return of the item must be carried out by the person who bought it. In this instance, to return an item the person who received the present must get in touch with who bought it, so they can proceed with the return according to the relevant terms and conditions.
The person who received the present can also return or exchange the item in-store at any of our Sacoor Brothers locations.

12. Gift Card

How do I buy a Gift Card?

You can buy a Gift Card at any of our stores (including the Online store E-Gift Card) except Outlets and Sacoor One.

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 on one or more purchases. After you spend the full amount on it, the card will become inactive. Top-ups are not available.

Can I return a Gift Card?

Gift Cards cannot be returned or exchanged.

13. Sacoor Club

What is Sacoor Club?

The Sacoor Club is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor Kids and Sacoor One, launched in 1991. The membership program provides access to unique advantages in all participating stores worldwide. Whether in the UAE, Malaysia or Indonesia, we will always recognize your membership with corresponding benefits.
Our loyalty program is free to join and is designed to make your shopping experience with us even more pleasurable. Membership gives you the chance to earn Tier Points with Sacoor Brothers and all participating boutiques and also enhances your shopping experience with services that make every visit to our stores more rewarding.

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 enrollment 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 driving 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 earn Points?

Earning Points quickly is naturally one of the things our Customers really care about. Every purchase at Sacoor Brothers provides you with Points, even special offers.

How do I access my account?

An easy-to-use, personalized My Account greets every Sacoor Club
member after login. 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?

Every time you shop with Sacoor Brothers you earn Tier Points. They cannot be spent 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.



Silver: 1 → 849

Gold: 850 → 2499

Platinum: 2500 → ∞

How many Tier Points do Sacoor Club members earn?

Sacoor Club members win a number of Tier Points equal to the value of the sale ticket, net of all deductions and discounts. This means that if your total sale ticket indicates 100.00 monetary units you will win 100 Tier Points.

When will Points be credited to my account?

Tier Points are credited to your account immediately after you have made a purchase.

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. We offer Points on all fares, which applies to Tier Points.

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.

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. You may find this information online.

How many Tier Points do I earn from a purchase?

The amount of Tier Points you earn from a purchase matches the amount of the sale ticket that you pay.

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.

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. The card is renewed every year, and the status is according to the 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 suit care 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 (only available in certain locations)
- Free suit care (only available in certain locations)
- 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 (only available in certain locations)
- Free suit care (only available in certain locations)
- 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 enrol 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

Is my “Sacoor Club discount” benefit combinable with other promotions or discounts?

Your Sacoor Club discount is not combinable with existing offers, promotions or discounts.

What is the “Birthday gift” benefit and how am I entitled to it?

Birthday Discount is 50% for all Tier Levels. 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 the time of purchase.

What is the “Home delivery” benefit and how do I use it?

Home Delivery allows Gold and Platinum Sacoor Club members to have their tailored garments delivered to their house or hotel within a 50 km range from the store they were bought (terms and conditions apply also for the online store). This benefit may only available in certain locations.

What is the “Suit care” benefit and how do I use it?

Suit Care allows Gold and Platinum Club members to bring their suits to any of our Sacoor Brothers store and we will save them for you while you are travelling. We will keep them for you for a period of up to 6 months. This benefit may only available in certain locations.

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.

How can I change my personal information or details on my Sacoor Club account?

If you need to change your name, birth date, residency or any other information you may do so by logging in to your Sacoor Club account.

Is it possible to change the base ‘Country’ where my Points are valued?

No. You need to make a new registration at sacoorbrothers.com.

Can I have two or more Sacoor Club accounts?

No. You can only have one Sacoor Club account at a time.

14. Happy Days

What are Happy Days?

Assignment of a Happy Days ticket with a value of 50% of the amount paid on a purchase. This receipt is discounted on your next purchase with the same value or superior to 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 have Sacoor Club discount or other);

- The outlet stores and Dolce Vita Tejo, only accept Happy Days tickets issued in those stores;

- 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.

Get in touch

Have questions about your order, or a general enquiry?