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 how to access my account?
- If you are not an existing member yet, simply click on 'Register' in the top right hand corner of our home page as shown by the green arrow below. If you are an existing member, simply click on 'Login'.
- If you are a new customer, fill in the email field box under ''Create Your Account" and click on the 'submit' button displayed in orange to begin registration process. If you are an existing customer, simply fill in your email and password under "Login" and click on the 'login' button displayed in green.
- New customers will be redirected to our registration page where they will have to complete their personal details, mailing address and phone number. Existing customers will be redirected to their account.
- Should you have any problems registering, please send us an email at enquiries@bbluvsme.com and we'll help you create an account.
Can I change my delivery address?
- Yes, you can update your delivery address.
- Simply login and access your BBLuvsMe account by clicking on your name, which should appear in the top right hand corner of our home page.
- You will be redirected to "My Account" page where you can manage "Your Addresses".
- You can use both field boxes Address and Address (2) which means line (1) and (2) to type in your delivery address.
How to change my password?
- In "My Account" page, click on "Your Personal Information".
- To change your password, simply follow this 3-step procedure in the field boxes highlighted in bold:
1.Current password (step 1: type your current password here)
2.Password (step 2: type your new password- something that you can easily remember)
3.Confirmation (step 3: re-type your new password here)
- After you have completed the above, simply click on "Save" button to save your new password.
What happens if I forget my password?
- Just click on 'Forgot Password' in the 'Register or Log In' page.
- Enter your registered email address in the field box displayed and click on the "Retrieve'' button in blue.
- A new password will be generated and sent to your registered email address.
- Login with your registered email address and new generated password to access your account again.
SECTION 2. PAYMENT
Which payment methods are accepted?
- Payment can be made either through Paypal or Ipay88.
- Ipay88 accepts the following:
Credit Card
Visa
Mastercard
Online Banking/ Bank Transfers
Alliance Online
AMBank Group
Cimb Clicks
Hong Leong Connect
Maybank2U
RHB Now
MEPS/FPX - Cimb Clicks, RHB Now, PBE Bank, Maybank2U, Hong Leong Connect, Bank Islam
Please note that certain FPX services operate from 7a.m to 11 p.m (Malaysian time) daily.
- Paypal accepts Visa, Mastercard and Paypal balance (if you own a paypal account).
- Paypal and Ipay88 are well-known, convenient and secure online methods of payment.
- Ipay88 is a reputable online merchant owned by Mobile88 (an MSC status company).
Do you accept cash deposit machine/ATM transfer?
- Due to potential fraud issues, we do not accept cash deposit machine/ATM transfers to our bank account.
Do you accept offline direct transfer into your bank account?
- We do not accept any offline direct transfers to our bank account. All payments are processed via our online payment gateways, Ipay88 or Paypal.
How to pay for your order?
1. On your 'Shopping Cart Summary' page, click on the green button 'Checkout' located on the bottom right hand corner. You may also wish to continue shopping by clicking on 'Continue Shopping' as shown by the red arrow below.
2. On your 'Address' page, please verify your delivery address before clicking on the green button 'Next' located on the bottom right hand corner. You may also leave any comment about the order or gift message in the field box as shown below.
3. On your 'Shipping' page, please select the method of delivery desired. Please note that all deliveries within Malaysia are processed via Pos Laju (Local).
Tick the box indicating that you have agreed with the terms of service and adhere to them unconditionally before clicking on the green button 'Next' located on the bottom right hand corner.
4. On your 'Payment' page, please choose the payment gateway you wish to pay with:
- Ipay88
- Paypal
How to pay with IPAY88?
1. If you select 'IPAY88' as your payment method, you can either click on the "Credit Card" option for payment by credit card or click on "Online Banking" for local bank transfer.
2. Fill in the required field boxes before confirming payment.
3. Upon confirming payment, please DO NOT CLOSE YOUR BROWSER and wait for payment to be processed and to be redirected to your BBLuvsMe account history.
* ATTENTION: Please note that closing your browser may result in either payment errors or your order not being processed through our system while payment goes through.
We make our best efforts to provide impeccable customer service and will respond to and assist with any issues as soon as they come to our attention.
What happens after payment is made?
4. An automated email will be sent to your registered email confirming the status of your order i.e whether payment was successful or whether there has been a payment error.
Can I change my order once payment has been made?
- Once your order is received, we pride ourselves in packing and shipping out your order as soon as possible. We will attempt to make any changes if your order has not been shipped out yet but we do not guarantee changes made after payment.
- It is recommended to finalise your order before proceeding to payment.
How do I pay for my order again after receiving a payment error message?
- You will have to refill your cart and proceed to checkout as per usual.
- 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 items in the size and colour that you wish to purchase.
Why is the status of my order showing ''PAYMENT ERROR'' but my bank account has been debited?
- 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 their BBLuvsMe account history.
My bank account has been debited but I cannot 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 be 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. SHOPPING ON BBLuvsMe
How to make a purchase?
- You must first register in order to make a purchase on the website.
- 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 desired from the dropdown menu and click on the 'Add to Cart' button.
- You will then be automatically redirected to your 'Shopping Cart Summary' page.
- If you wish to continue shopping, click on 'Continue Shopping' as shown by the green arrow below.
- If you wish to pay, click on 'Checkout' as shown by the blue arrow below.
- If you have any promotional voucher or store credit code, please enter the code in the field box as shown by the red arrow below and click on 'Apply' to activate the code BEFORE proceeding to checkout.
How do I know whether a particular size is available?
- Click on the dropdown menu as shown below by the green arrow and you will be able to view the sizes and whether they are available for purchase or not.
How to amend quantity or remove a product from my cart?
- Go to your 'Shopping Cart Summary' page by clicking on 'My Cart' located at the top right hand corner.
- Increase quantity of any product (same size) in your shopping cart by clicking on the '+' sign as shown below.
- Should you wish to decrease the quantity, click on the '-' sign.
- Should you wish to remove a product from your shopping cart completely, click on the 'x' sign.
SECTION 4. SIZING
How do I know which size will fit my child?
- You can click on the general size chart provided in 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 the general size chart provided.
Products not conforming with our general size chart:
- Should the sizing of any of our products differ from the general size chart, we usually provide the measurements in the product description or a standard age recommendation.
- Any measurement is taken with item laid flat and unstretched. Please note that there may be difference of 1-2 cm 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 as to the fit 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.
How are the products listed in the various age categories?
- We list our products according to the upper limit of any age bracket.
- For example:
In the baby section, a onesie sized 3m will be listed in age category 0-3 months.
In the toddler section, a t-shirt sized 3T will be listed in age category 2-3 years.
SECTION 5. 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.
How to opt for gift wrapping?
- In STEP 3 ADDRESSES of the checkout process, you may add a note to the gift of up to 140 characters and the note will be printed in black ink on post card paper.
- In STEP 4 SHIPPING of the checkout process, simply select the option to have your order received in gift packaging.
Is a gift receipt sent to the recipient of the gift?
- We will not send a receipt together with the gift wrapped order if the recipient's name differs from the purchaser's name. However, a gift receipt not showing the prices can be sent to the recipient only upon request by the purchaser.
- The gift receipt is in the form of a delivery slip and will show both the recipient's and the purchaser's name and address but will omit the prices.
What is the returns policy for gifts?
- The same returns policy applies for gifts. Items may be returned for store credit.
- Please note that the recipient of the gift will bear the cost of posting the items back to us.
- Any store credit refund will be linked to the sender's account (not the recipient's account as the latter may not have an account with us).
SECTION 6. PROMOTIONAL VOUCHERS AND STORE CREDIT CODES
How do I use promotional vouchers or store credit codes?
- Promotional vouchers/codes can be entered during the checkout process in the 'Promotional Vouchers' field box as shown below in the bottom left hand corner of your 'Shopping Cart Summary page'.
- Click on 'Apply' to activate the voucher code before checking out and the page will be refreshed to display your new total after discount.
- Please note that all promotional voucherc odes may not be used in conjunction with other promotional voucher codes.
SECTION 7. RETURNS AND EXCHANGE
Where to post any items I wish to return or exchange?
- Any item should be posted back to BB LUVS ME to the following address:
11-1 Jalan Mutiara 5, Taman Mutiara
Melaka Baru
75350 Melaka
Malaysia
What are the steps required to post the item back?
- 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) .
What is your Returns and Exchange Policy?
- See our Returns Policy.
SECTION 8. CARE INSTRUCTIONS FOR YOUR GARMENT
- Please follow the instructions on how to wash and care for your garment on the care instruction tag attached to the garment.
How to care for dark coloured garments?
- If no care instruction tag is attached, the following care instructions are recommended for dark coloured garments:
1. Wash dark colour garments in cold water to help prevent shrinkage and to retain the dark colour longer.
2. If possible, use a gentle detergent to wash dark coloured garments or a detergent specifically made for dark colour garments.
3. DO NOT wash dark coloured garments with clothing of lighter colour as dark colour may run onto lighter colour clothing.
4. Hand dry dark coloured garments and it is recommended not to dry dark coloured garments under direct sunlight as the colour may fade.
5. Turn garment inside out before ironing at low to medium heat.
IMPORTANT NOTICE: Please note that we will not take responsibility for transfer of colour from any of our items onto other garments.
How to care for bright coloured garments?
- If no care instruction tag is attached, the following care instructions are recommended for bright coloured garments:
1. Wash similar colours together.
2. Turn your clothes inside out before washing.
3. Use a gentle cycle if item is machine washable or handwash any special clothing.
4. Wash bright coloured garments in cold water.
5. If possible, use of special detergent formulated to prevent colour loss.
6. Turn your clothes inside out before drying under the sun as direct sunlight will cause the colour to fade.
7. Do not overdry your bright coloured garment as this may also cause colour to fade.
8. Turn garment inside out before ironing at low to medium heat.
IMPORTANT NOTICE: Please note that we will not take responsibility for colours fading if care instructions are not properly adhered to.
How to care for white coloured garments?
- If no care instruction tag is attached, the following care instructions are recommended for white coloured garments:
1. Wash white coloured garment separately as other colours may transfer onto white garment.
2. Treat stains immediately. Follow stain removal guidelines for different fabric types and type of stains. Do not automatically use bleach because overuse can cause yellowing.
3. It is not recommended to dry a garment that still has a stain as it may become permanent.
4. Dry white coloured garment outside as ultra violet rays will help whiten and brighten the garment.
5. Turn garment inside out before ironing at low to medium heat.
IMPORTANT NOTICE: Please note that we will not take responsibility for staining or colour transfer if care instructions are not properly adhered to.
How to care for delicate garments?
- If no care instruction tag is attached, the following care instructions are recommended for delicate garments:
1. It is recommended to carefully and gently handwash delicate fabric using mild detergent and cold water.
2. Delicate garment should not be dried under direct sunlight.
3. It is best to steam iron or iron with a piece of cloth in between iron and delicate garment.
4. Use low heat to iron.
How to care for prints?
- Turn your garment inside out before ironing.
- Do not iron directly on print.
- Use low to medium heat to iron.
