Frequently Asked Questions

Discount Code Disclaimer

Take advantage of our automated promotion code!
– Buy 2, Get 1 Free – Simply add three sets of bedding to your cart to qualify for the promotion. The free item will be calculated at checkout.
Other – Discount Codes –  can be applied before checkout, please note that the system will only allow the application of ONE best-valued discount in a single transaction.
By using the discount code, you agree to be bound by the terms and conditions outlined below:
  • Applicable only to eligible products or services as specified by Aussino. The discount code may not be applicable to all items or services offered.
  • The discount code is valid for a single use only and cannot be combined with any other discount codes, promotions, or offers unless expressly stated otherwise. Only one discount code can be applied per transaction.
  • Best Discount Applied: When using the discount code, the best available discount will be automatically applied at the checkout. This means that if there are multiple eligible discounts or promotions applicable to your order, only the one with the highest value will be considered.
  • The discount code has an expiration date specified by the provider. It must be used before the indicated expiration date to avail of the discount. We reserves the right to modify or terminate the discount code at any time without prior notice.
  • The discount code is non-transferable and may not be resold, exchanged, or redeemed for cash. It is intended for individual use only and cannot be used for commercial purposes.
  • The discount code may have certain limitations, such as being valid for specific geographical regions, limited quantities, or restricted to certain customer groups. Please review the terms and conditions associated with the discount code to ensure eligibility.
  • We are not responsible for any errors, omissions, or technical issues that may arise during the usage of the discount code. We reserve the right to cancel orders or refuse the application of the discount code at their discretion.
  • The usage of the discount code must comply with all applicable laws, regulations, and policies. Any fraudulent, abusive, or unauthorized use of the discount code may result in legal action.

By using the discount code, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this disclaimer. If you do not agree with any part of this disclaimer, please refrain from using the discount code.

 

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.

Orders

 (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 aussino.my@aussino.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 aussino.my@aussino.com 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. 

Shipping

(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?

Local: 1 - 7 working days     
Ships from Overseas: 20 - 60 days

(3) How much does the shipping cost?

We offer free shipping for all orders with shipping addresses to Peninsular Malaysia and subsidize partially for shipping addresses to East Malaysia; with no minimum purchase requirement. The shipping cost will be calculated at checkout according to the volumetric weight.
Note: return/exchange shipping cost will not be borne by Aussino. 

(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 aussino.my@aussino.com

(5) I do not receive a tracking number or order. What should I do?

Kindly allow certain time for the system to reflect your tracking information after it is shipped. You should be able to track your orders after it has been updated. Do check your spam/junk mail for the email notification. 
If your tracking information shows that parcel is delivered, do alert us at aussino.my@aussino.com and at the same time check with your guard house/family members/courier provider.

 

Return/Exchange/Refund/Damaged/Missing Items

(1) How do I return/exchange my order?

Kindly check your the items in your order upon receiving them and contact us within 7 days. To be eligible for a return/exchange, your item must be unused and in the same condition that you received it.
For more information, kindly refer to our Exchange & Refund Policy.

(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 aussino.my@aussino.com 

(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).

Aussino's Beddings

(1) What materials are your beddings made of?

We have a few series in our collections:
If you're looking for soft and durable microfiber, go for the RELAX and NOW series.
While CONTEMPO, INSPIRE, LOFT, KIDS and PLAIN DYE series are made of natural 100% cotton. 
Our premium TENCEL™ series are made of high quality wood cellulose to give a silky smooth, soft and durable luxurious lasting comfort. 
Please be informed you may find all the material details in individual product listings as well.
(2) How do I care for my Aussino bedding sheets? 
Care instructions are available in the relevant product page and packaging. 
Use mild detergent and softener for washing machine washable items and do not bleach. Tumble dry at low temperature, however we generally recommended to air dry your sheets flat away from direct sunlight to avoid colour fading. 

(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. 

For silk quilt, we recommend only dry clean.

(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.

Fitted sheet sets and quilt cover sets are sold separately.
 
Fitted Sheet Set: Fitted Sheet + Bolstercase + Pillowcase(s)
Quilt Cover Set: Quilt Cover + Pillowcase(s)
 
While the Tencel 5 pc collection comes with all the components: Fitted Sheet + Quilt Cover + Bolstercase + Pillowcases
 
You may also find out the content in the set under the product description in each listing.