Frequently Asked Questions
(1) What materials are your beddings made of?
(3) How do I clean my pillow/quilt?
We recommend to sun them regularly as required. For stain removal, only spot clean with damp cloth and mild cleanser. Do not wash them in the washing machine or tumble dry.
(4) Does quilt cover set comes with fitted sheet?
No, quilt cover set and fitted sheet set are sold separately. You may refer to the chart below. Only Tencel 5pc set consists of a full bedding components.
Free Gift Disclaimer
We offer free gifts with qualifying orders, as a token of our appreciation for your support. To be eligible for a free gift, your order must meet or exceed the minimum purchase requirement stated on our website or promotional materials.
Please note that if you apply a discount coupon that readjusts your order value to lower than the minimum requirement, the free gift will be automatically removed from your final order confirmation and shipment.
Our free gift program is designed to ensure fairness and transparency for all customers who meet the qualifying criteria. We apologize for any inconvenience this may cause but appreciate your understanding.
The free gift offered may vary in color options or types depending on availability while stocks last, and we reserves the right to change the color variations or types without prior notice.
For any questions or concerns regarding our free gift policy, please refer to our customer service contact information provided on the website.
(1) Do you have a physical store/showroom?
We are fully digital based now and do not have any physical stores at the moment. You may view our full catalogue here at www.aussino.com.my
(2) How do I make an order?
Add your desired items into your shopping cart as you browse through the catalogue in the website. You may add or remove items in the cart before payment is finalized. When you're ready, review the details in the checkout page and make a payment via eGHL (bank transfer/credit card/etc) or PayPal. An order confirmation email will be sent to you once the order is placed successfully.
(3) I forgot to use a promotional code during checkout, what should I do?
Once your payment is finalized, we are unable to amend it. You may cancel the order within 30 minutes and place a new order using the promotional code.
(4) How do I cancel my order?
If you'd like to cancel your order, kindly contact our customer service in the chat or email us email@example.com as soon as possible. Please note that we are unable to cancel your order once your order has been processed and shipped.
(5) How do I change my shipping address?
If you'd like to change the shipping address after the order is placed, kindly contact us at firstname.lastname@example.org as soon as possible. However if the shipment is already on its way, we are unable to redirect the shipping destination.
(6) Can I make one order with two different shipping addresses?
We are unable to cater to that as each order will only ship to one address. If you'd like to have the items shipped to different addresses, kindly split your orders.
(1) Where do you ship to?
We ship within Malaysia only. For other countries, kindly visit the relevant Aussino regional websites.
(2) How long does the shipping take?
(3) How much does the shipping cost?
(4) How do I track my shipment?
A tracking number will be updated in the system once your order is shipped. You will also receive a tracking notification email/SMS. If you've any issues regarding the shipping, kindly contact us at email@example.com
(5) I do not receive a tracking number or order. What should I do?
(1) How do I return/exchange my order?
(2) I’m not happy with the product, how do I get my refund?
Kindly be notified that not all products are eligible for refund. If you have any issues with the products, kindly contact us firstname.lastname@example.org
(3) How long does it take to get my refund?
If your refund is approved, a store credit will be issued to you in the form of a digital gift card where you can apply during check-out for your next order.
(4) There’s a missing/damaged item in my order, what should I do?
If you've received an incomplete or a damaged order, kindly contact us within 7 days of receiving. We will assist to resolve the issue promptly.
(5) What if the fitted sheet/quilt cover doesn't fit my mattress/quilt?
We STRONGLY encourage you to measure the size of your mattress/quilt ( L x W x H ) and compare to the size chart provided in the respective product description before placing an order. Different mattress manufacturers have different sizing standards --one size doesn't fit all the same way (e.g. King size mattresses come in different measurements and thickness).