Frequently Asked Questions

 

We are dedicated to helping customers enhance their online shopping experience and below you can find detailed information, together with screenshots, on how to use our website and how to make payment.

 

Please note that we operate online only through our website www.bbluvsme.com and we do not have any physical store.

 

SECTION 1. REGISTERING


WHY DO I NEED TO REGISTER?

You must first register and open an account with us to be able to make a purchase.

 

By registering you will have the benefit of automatically joining our mailing list so that we can keep you updated with new arrivals, sales and promotions.

 

 

HOW TO REGISTER OR LOGIN TO MY ACCOUNT?

Click on 'Login/Register' located on the top right hand corner of our homepage as indicated by the blue arrow below.

 

 

NEW CUSTOMER - fill in the email field box  under ''Create Your Account" and click on the orange 'SUBMIT' button to begin registration process as indicated by the orange arrow below.


EXISTING CUSTOMER - fill in your email and password under "Login" and click on the green 'LOGIN' button as indicated by the green arrow below.

 

 

NEW CUSTOMER - you will be redirected to our registration page (see screenshot below) where you will have to fill in all field boxes with '*'. Then click on the orange 'REGISTER' button to successfully create an account with us.

 

 

Should you have any problems registering, please send us an email at enquiries@bbluvsme.com and we'll help you create an account.

 

 

HOW TO CHANGE MY PERSONAL INFORMATION, PASSWORD OR ADDRESS?

Login and access your BBLuvsMe account by clicking on your name, which should appear in the top right hand corner of our homepage. You will be redirected to "My Account" page where you can manage your personal information, password and address (see screenshot below).


 

 

HOW TO CHANGE MY PASSWORD?

In MY ACCOUNT page, click on 'Your Personal Information' as per screenshot above.

 

Follow these steps below:

CURRENT PASSWORD - type your current password in this field box

PASSWORD - type your new password in this field box

CONFIRMATION - re-type your new password in this field box

Click on 'SAVE' button to save your new password.

 

 

WHAT HAPPENS IF I FORGOT MY PASSWORD?

Just click on 'Forgot Password' in the REGISTER OR LOGIN page.

 

Enter your registered email address in the field box displayed and click on the blue 'RETRIEVE' button.

 

A new password will be generated and sent to your registered email address. Kindly note that all email communications will be sent from enquiries@bbluvsme.com and we will never request for your login (email and password) details.

 

Login with your registered email address and new generated password to access your account again.

 

 

SECTION 2. PLACING AN ORDER AND PAYMENT

 

HOW TO ADD AN ITEM TO CART?

Browse our website and click on any item that you wish to purchase.

 

To add the item desired to your cart, simply choose the size and quantity desired from the relevant dropdown menus as per screenshots below and click on the blue 'ADD TO CART' button.

 

 

 

 

 

HOW TO CHECKOUT AND PAY FOR MY ORDER?

Click on 'MY CART' as indicated by the blue arrow below at anytime to access YOUR SHOPPING CART page.


You may redeem any discount or store credit codes on this page as indicated by the red arrow in below.

 

Click on the green 'CHECKOUT' button to proceed to payment.

 

Alternatively, click on 'CONTINUE SHOPPING' button as indicated by the orange arrow below to continue browsing our website and adding more items to your cart.

 

 

On your ADDRESSES page, verify your delivery address. You may also leave us a comment about your order in the field box provided.

 

Click on the green button 'NEXT' as indicated by the green arrow below to proceed to pay.


Alternatively, click on 'PREVIOUS' button as indicated by the orange arrow below to go back to YOUR SHOPPING CART page.

 

 

On your SHIPPING page, verify that the correct shipping cost and service have been selected.

 

Tick the box indicating that you have agreed with the terms of service and adhere to them unconditionally.

 

Click on the green button 'NEXT' as indicated by the green arrow below to proceed to pay.

 

Alternatively, click on 'PREVIOUS' button as indicated by the orange arrow below to go back to ADDRESSES page.

 

 

On your YOUR PAYMENT METHOD page, please choose the payment gateway you wish to pay with as per screenshot below:

- PAYPAL

- IPAY88

 

Alternatively, click on 'PREVIOUS' button as indicated by the orange arrow below to go back to SHIPPING page.

 

 

OPTION 1. PAYING VIA PAYPAL (Credit Card, Visa & Mastercard)

Paypal is a safe and reputable payment gateway owned by Ebay and accepts Visa and Mastercard.

 

On PAYPAL page, you will have two options:

 

1. Click on 'Pay with my Paypal account' as indicated by the blue arrow below if you already have a paypal account with a card linked to it.

 

2. Click on 'Pay with my debit or credit card' as indicated by the orange arrow below and fill in the required field boxes before clicking on 'CONTINUE' button as indicated by the green arrow below to pay.

 

NOTE: To ensure that your card is still valid, Paypal will temporarily hold a small authorisation charge of USD 1.00 (or local currency equivalent) on your card. It may take a few minutes or up to 30 days, depending on your card issuer, for the USD 1.00 to be refunded on your card. If the authorisation charge remains on your card after 30 days, we suggest that you contact your card issuer/bank.

 

DO NOT CLOSE your browser and wait until you are redirected to our THANK YOU page.




 

OPTION 2. PAYING VIA IPAY88 (Online Banking)

IPAY88, a reputable online merchant owned by Mobile88 (an MSC status company), accepts the following online banking payment methods:

 

Maybank2u

Cimb Clicks

Heong Leong Connect

RHB Now

AmBank

Affin Bank

Bank Islam (FPX)*

PBeBank (FPX)*

 

*Please note that FPX services operate from 7a.m to 11 p.m (Malaysian time) daily.

 

Click on 'Online Banking' tab then select the online banking payment method from the dropdown menu as shown in the screenshot below.


 

Click on 'PROCEED' button as indicated by the green arrow below.


 

Ensure that you have disabled your pop up blocker as the bank payment page will pop up in a separate window as per example shown below.

 

BANK POP UP

 

 

DO NOT CLOSE YOUR BROWSER OR ANY POP UP WINDOW while payment is being processed and wait until you are redirected to our THANK YOU page on our website.

 

 

WILL I RECEIVE AN EMAIL CONFIRMATION?

You will receive an email confirmation from IPAY88/PAYPAL and BBLUVSME.COM confirming successful transaction.

 

Kindly note that all email communications will be sent from enquiries@bbluvsme.com and we will never request for your card or bank login details.

 

 

CAN I CHANGE MY ORDER ONCE PAYMENT IS MADE?

Once your order is received, we pride ourselves in packing and shipping out your order as soon as possible. We will make our best efforts to amend your order if it has not been shipped out yet but we cannot guarantee such changes made after payment.

 

It is recommended to finalise your order before proceeding to payment.

 

 

MY PAYMENT WAS UNSUCCESSFUL. HOW TO PAY AGAIN?

If you have attempted to pay but were unsuccessful, you will have to refill your cart and proceed to checkout again.

 

Please note that items are NOT reserved when the status of the order is a payment error. We therefore recommend that you place another order as soon as possible to ensure that you obtain the same items in the size and colour that you wish to purchase.

 

 

MY BANK ACCOUNT HAS BEEN DEBITED BUT WHY IS MY ORDER STATUS SHOWING UP AS PAYMENT ERROR?

Should this situation arise, please contact us immediately by sending us an email at enquiries@bbluvsme.com. We will verify on our end whether payment has effectively been received.

 

Once we confirm successful payment, we will convert the status of your order to ''payment accepted''.

 

This situation sometimes happens due to slow internet connection resulting in the payment page not loading properly or customers closing their browser before being redirected to our THANK YOU page on our website.

 

 

MY BANK ACCOUNT HAS BEEN DEBITED BUT WHY CAN'T I SEE MY ORDER IN MY HISTORY?

Should this situation arise, please contact us immediately by sending us an email at enquiries@bbluvsme.com. We will verify on our end whether payment has effectively been received.

 

Once we confirm successful payment, we will manually reserve the items that you have purchased. Please note that your order will still not appear in your history but we will confirm the status of your order via email.

 

This situation sometimes happens due to slow or intermittent internet connection resulting in the payment gateway not sending information back to our backend system.


 

SECTION 3. SIZING

 

GENERAL SIZE CHART

You can click on the orange general size chart button provided on each individual product page for guidance on sizes.

 

A quick guide as to how to read our general size chart is as follows:

'm' denotes Months (falling into category baby 0-24 m)

'T' denotes Toddler (falling into category toddler 2-5 yrs)

Number only denotes the age in years (falling into category children 6yrs and up)

 

Most of our products will conform with this general size chart provided.

 

 

PRODUCTS NOT CONFORMING WITH GENERAL SIZE CHART

Should the sizing of any of our products differ from the general size chart, we will provide the measurements  in the product description or an age recommendation as guidance.

 

Any measurement is taken with item laid flat and unstretched. Please note that there may be difference of 1-2 cm/0.5-1 inch from our given measurements. In such cases, the variance is not considered as a defect.

 

If both measurements and standard age recommendation are given in the product description, it is recommended to rely on the measurements provided for a better accuracy since children vary in height and size.

 

If you are still unsure about the size, it is  best to buy a bigger size for your child to grow into.

 

Should you have any questions about sizes, please do not hesitate to email us at enquiries@bbluvsme.com.

 

 

AGE CATEGORY LISTING

We list our products according to the upper limit of any age bracket.

 

For example:

In the Baby section, a onesie size 3m will be listed in age category 0-3 months.

In the Toddler section, a t-shirt size 3T will be listed in age category 2-3 years.

 

Age bracket

 

 

SECTION 4. GIFT WRAPPING SERVICES


DO YOU OFFER GIFT WRAPPING SERVICES?

Yes, we offer gift wrapping services for RM 8 per any single order. All items in one single order will be wrapped in the same packaging, except if you notify us in your order that specific items are not to be gift wrapped.

 

If you wish for some items to be gift wrapped separately, a separate order will have to be placed for these items.

 

We use a patterned see-through plastic gift wrap for our gift packaging and will select an appropriate colour according to the gender of the recipient.

 

 

 

WHERE TO OPT FOR GIFT WRAPPING?

You can opt for gift wrapping on SHIPPING page during checkout process as indicated by the blue arrow below.

Once you select this option, a field box will appear where you can write a gift message (up to 150 characters), which will be printed in black on coloured paper.

 

 

 

ARE PRICE TAGS REMOVED FOR GIFT WRAPPED ORDERS?

Yes, we do remove all price tags for gift wrapped orders.

 

 

IS AN INVOICE SENT TO THE RECIPIENT OF THE GIFT?

We do not send any invoice to the recipient of the gift wrapped order.

A soft copy of the invoice can be viewed at any time in MY ACCOUNT page under 'History and details of your order'.

 

 

WHAT IS YOUR RETURNS POLICY FOR GIFT WRAPPED ORDERS?

The same returns policy applies for gifts. Items may be returned for store credit only. See our Returns Policy.

 

Any store credit will be emailed to the original purchaser as the recipient of the gift may not have an account with us. If you wish for the store credit code to be emailed directly to the recipient of the gift, kindly email us the contact details including email address of the recipient.

 

 

SECTION 5. PROMOTIONAL VOUCHERS AND STORE CREDIT CODES

 


WHAT ARE PROMOTIONAL VOUCHERS AND STORE CREDIT CODES?

Promotional vouchers are discount codes which can be used by everyone.

 

Store credit codes are unique codes linked to a customer's account and are generally issued in cases of returned items or inventory errors.

 

WHERE CAN I FIND MY STORE CREDIT CODE?

All store credit codes will be sent to your registered email address but if you cannot locate the email, your code is also stored in your bbluvsme account.

1. Login to your account with registered email and password.

2. Click on your name on the top right hand corner of our homepage to access MY ACCOUNT page.

3. Click on YOUR VOUCHERS' to view all store credit codes linked to your account.

 

HOW DO I REDEEM MY DISCOUNT/STORE CREDIT CODE?

Promotional vouchers/ store credit codes can be redeemed during the checkout process on YOUR SHOPPING CART page.

1. Type the code in the 'Promotional Vouchers' field box.

2. Click on 'Apply' to activate the voucher code and the page will be refreshed to display your new total after discount/store credit has been deducted.

 

Please note that promotional voucher/store code(s) may not be used in conjunction with other promotional voucher/store credit code(s).

 

 

SECTION 6. RETURNS

WHAT IS YOUR RETURNS POLICY?

See our Returns Policy.

 

PROCEDURE TO RETURN ITEM

Please enclose the invoice within the parcel so that we can easily process your return.

 

Once item is posted, please send us an email at enquiries@bbluvsme.com to notify us that item has been posted and provide us with the tracking number (if any). We highly recommend that you use a registered postal service as we will not be liable for returned items lost in normal post.

 

WHERE TO POST MY RETURN ITEMS?

Any item should be posted back to the following address:

BB Luvs Me

13, Jalan TU 51A

Taman Tasik Utama

75450 Ayer Keroh

Melaka

Malaysia

062531998

 

SECTION 7. CARE INSTRUCTIONS FOR YOUR GARMENT

 

To preserve the shape and appearance of our garments, we recommend to gently handwash them on reverse in cool water using mild detergent. Kindly refrain from washing dark coloured garments with clothing of lighter colour to prevent any colour transfer.

 

All our garments should be turned inside out before being hand dried. Kindly refrain from drying under direct sunlight to prevent colour or print from fading.

 

We advise to turn our garments inside out before ironing at low to medium heat.

Delicate garments made of chiffon, silk, satin, tulle or other thin or sheer material are to be steam ironed or ironed with a piece of cloth between iron and garment.

 

All graphic prints should be ironed with a piece of cloth between iron and print.

 

IMPORTANT NOTICE: Please note that BBLUVSME.COM will not take responsibility for any shrinkage, colour transfer, colour fading or iron scorch marks if care instructions are not properly adhered to.

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