Return & Refund policy

1) If I am not happy with my purchase, can I return the product?

Yes, we have a 30 days return policy. ESPL Store accepts returns for all items, except ESPL masks, gift cards and sale items. In the event you are unsatisfied with your product, you can return it. But, we do not offer free returns, so the postage fee must be paid by you. 

  2) How do I return an item?

You can return the item with 4 easy steps:

Step 1: Please send your return request to our support email address at store@espl.co with the following details:

Email subject: Return form (Order number)

Product name(s) 

Reason for returning: 

Supporting documents 

Step 2:  Please wait for our reply. We typically reply emails within 1-2 business days. We will send you the address that you will need to mail the return item to. Please note that postage is to be borne by the customer in the event of a return.

Step 3: Do send us the postage tracking number once the item has been posted. Once we have received the item, the item will be inspected for quality checking by our warehouse.

Step 4: If return conditions are fulfilled, we will send you an email to notify you of the payment reimbursement. 

3) What do I do if I have problems with my purchase? 

If you find your items have been damaged/products missing from your order upon delivery, please send us an email to support@espl.gg with the supporting evidence of the damaged item, within 7 days upon receipt of shipment. Our support team will do their best to assist you . 

Shipping & Delivery

1) How much is the delivery?

At checkout, shipping fee is charged for each sent package. Your total shipping charges will automatically compute during checkout, prior to the order completion. Standard delivery charges applied. 

2) How long does it take to ship my order once I have made my payment?

Due to current MCO restrictions, please expect delays in delivery. Items purchased will be couriered via standard courier service within 5-7 working days for West Malaysia and 6-8 working days for East Malaysia, excluding weekends & public holidays). For international shipment delivery, please expect delivery delays within 14-22 working days, depending on the country that the shipment was sent to, based on international Covid 19 guidelines. A shipping confirmation email will be sent out as soon as the order has been shipped and tracking number will be provided in the same confirmation email. 

3) Where do we ship to?

We ship to both West & East Malaysia and internationally. Currently, international shipping applies to countries such as Singapore, Indonesia, India and Pakistan. If your country is not included, we may not be able to deliver to you directly however you can contact the support team if you have any queries. 

4) I accidentally entered the wrong order information in the checkout.

Please contact the support team right away. If the order has not been sent out, the support team will be able to update your order information. 

5) Do I need to be present at the delivery address?

We want to make sure that you receive your purchase. This is why all orders need a signature to ensure they’re safely delivered. However, ESPL Esports Sdn Bhd will not be responsible for orders that were signed by someone other than the designated receiver.

6) Do you ship to P.O boxes?

At the moment, we are unable to deliver packages to P.O boxes. However, if you require  assistance with shipping, please write in to our support team via our support email address. They’ll be happy to assist you. 

7) Can I request a special delivery request such as calling in advance, scheduling delivery dates or leaving the package in a specific location?

At the moment, we are unable to accommodate such requests. If you have further questions regarding shipping & delivery, please reach out to our support team and they’ll be happy to assist you. 

8) Does my order need to go through customs?

Yes, since your order is dispatched internationally, the package has to go through customs. Don’t worry, the delivery date provided at the checkout accounts for clearance times. 

9) What about duties and taxes?

Duties and taxes are included in your total shipping charges and will automatically compute during checkout, prior to the order completion. Duties and taxes vary from country to country. 

10) The product I want to order is out of stock. When will it be available?

You can sign up for a waitlist on the product page. This way, you will receive an email as soon as the product is back in stock. 

Orders & Payment

1) What happens if an item in my order is not available?

If an item you have ordered becomes unavailable or out of stock, you will be notified via email. 

2) How do I track my order?

Once orders have been processed, the orders will be packed and shipped by our warehouse. A shipping confirmation email will be sent to you as soon as your order has been shipped and tracking number will be provided in that confirmation email. However, tracking information may take up to 24 hours to update, so don’t worry if it doesn't show up immediately. We recommend that you or the intended receiver be at home to receive the package and to sign for it. 

3) What are my payment options?

Currently, we are using Shopify Payment and you can pay directly with your credit/debit  card.

 4) Can my delivery address be different from my billing address?

Yes, it is possible. You can choose different addresses during the checkout process. Please keep in mind that this option is only valid for addresses within the same country. 

5) Why was my online order cancelled? 

Unfortunately, sometimes we have to cancel orders. This can be due to a number of reasons, including:

  • stock availability (sizes, styles may ran out of stock)
  • payment issues (payment did not go through/ we could not verify your payment details. 
  • Delivery addresses issues. (incorrect/incomplete delivery address)

  • Please note that you will not be charged for cancelled products. if you have made an order and parts of your order are cancelled, you will be refunded for the cancelled products. If you wish to get a clear understanding of why your order was cancelled, please contact our support team for assistance and they'll be happy to assist you. 

    6) How can I cancel my order?

    All orders are automatically processed on our secure merchant processor and are sent to the warehouse to prepare for shipment as soon as they are placed. During this process, we are unable to accept requests to cancel orders. Please refer to the order cancellation policy for more information. If you have any concerns or questions, please do not hesitate to contact our support team!