1. Cala Qisya Return Policy.

Yes, you can return an item within 30 days of receiving it, whether purchased from the CALAQISYA online store (www.calaqisya.com) or any of our physical stores, if you're not completely satisfied. If returning via post, the tracking number or item must reach our team within the 30-day window. Please note that any late submissions of items or tracking numbers will not be accepted.

YOU MAY RETURN FOR EXCHANGE:

• All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn.
• All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels.
• Items that are damaged, marked or found to have manufacturing error is acceptable for return and exchange. New item in good condition or other item with same purchased value will be returned to the customer.
• Item(s) purchased does not fit or look good on customer.
• Maximum ONE return & exchange process for ONE Order ID/Receipt.
• CALARAYA 2024: Return & exchange is only applicable for designs within the CALARAYA 2024 collection. In the case where the item is Out of Stock or defective, customer will be entitled for a full refund. Maximum one-time Return & Exchange per Order ID/receipt is allowed.

YOU MAY NOT RETURN FOR EXCHANGE:

• Accessories such as scrunch kids, perfume(s), body & hair mist(s), brooch(es), face mask(s), tie,tie, twilly, and such are not returnable.
• Inners such as the under series, under scarves, handy and such are not returnable unless a manufacturing defect or parcel processing error.
• Wrong washing, storing, or ironing methods that may cause product damage will not be entertained.
• Pre-order item(s).
• Sale items and purchases made with discount coupon are not returnable, exchangeable, & refundable.
• Damaged, soiled, washed, altered, and worn item(s) are not returnable by any chance.
• Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the color tone of the pictures and the actual item.
• Please note that any order purchased from Personal Shopper or preloved item is not under Cala Qisya's responsibility.
   

RETURN FOR EXCHANGE PROCESS :

ONLINE STORE  (www.calaqisya.com)

Return & Exchange Method (Online):

STEP 1: Review Checklist
STEP 2: Email to help@calaqisya.com and request for return exchange process
STEP 3: Fill in the details required and wait for approval
STEP 4: Packing & Return

• 30 days from arrival of package for local and overseas delivery.
• Item is in original condition with price tag and label
• Item not damaged, washed, or stained
• Item has not been altered
• Item(s) purchased online can be exchanged both ONLINE and at our outlets located in TRX, Central i-City Shah Alam, KL East Mall, Johor Bahru, and Ipoh.

Our working hours are on Monday to Thursday from 9 am to 5 pm, Friday 9 am to 1 pm except on public polidays.

Emails sent outside of these hours will be responded to on the next working day. Emails sent after 1 PM on Fridays will also be replied to on the next working day. Rest assured, all inquiries will be addressed.

For orders with missing, defective, or incorrect items, please email us at help@calaqisya.com with your order ID and use the subject header "Missing, Defect & Wrong."

To check the status of returns and refunds, please contact our CRM Team via email.

BOUTIQUE

If the return tag is still attached and item is in an unwashed, unaltered, and unworn condition, returns will be accepted for product exchange, refund, or credit points only.

• 30 days from arrival of package for local and overseas delivery.
• Item is in original condition with price tag and label
• Item not damaged, washed or stained
• Item has not been altered
• Item(s) and proof of purchase must be presented at the cashier counter.
• Item(s) return or exchange must be at any nearby outlets.

2. Cala Qisya delivery charge.

ONLINE:  (www.calaqisya.com)

• Please note that courier charges for your return package will NOT be covered by Cala Qisya
• Please obtain a delivery receipt from courier company of your choice or record your tracking number to trace your return package if it reaches our warehouse.
• Cala Qisya will not be liable for any loss or damage of your return package and/or product(s) handled by courier company of your choice.
• Please note that in person returns to our warehouse are NOT accepted.

BOUTIQUE:

Shipping costs are borne by the customer and we are not liable until it reaches our boutique.
 

3. Cancellation by Customer: Non-Faulty Product

ONLINE: (www.calaqisya.com)

• If you wish to cancel your order please contact our CRM Team.
• No cancellation fees shall be applicable.
• Once order has been placed, it can't be cancelled. It will be immediately processed by our third party warehouse hence, changes are not possible.
• Once the order has been made dispatched, it may not be cancelled and the item must be returned to the company according to the guidelines provided by CRM Team.

BOUTIQUE:

• If you wish to cancel your order please contact our Boutique staff.
• No cancellation fees shall be applicable.
• Once the order has been made dispatched it may not be cancelled and the item must be returned to the company according to the guidelines provided by our boutique staff.
   

4. Cancellation by Customer: Faulty Product

ONLINE: (www.calaqisya.com)

• All product descriptions, information and materials posted in the website are provided 'as is' and without warranties express, implied or otherwise howsoever arising.
• Product image as seen on the website may slightly differ from the actual product that you receive.
• Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item.
• If the item you received is faulty, please contact our CRM Team.
• Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible.
• In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees.

 

BOUTIQUE:

• All product descriptions, information and materials posted in the website are provided 'as is' and without warranties express, implied or otherwise howsoever arising.
• Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item.
• If the item you receive is faulty, please contact our Boutique staff.
• Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible.
• In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees.
   

5. Defective / Faulty Items

We sincerely apologize for the inconvenience and assure you that we will take care of everything. Please allow us to make it up to you in any way we can! Kindly drop us an email with the following details:

• Order ID (#XXXXXX)
• The matter of the issue (defective/faulty)
• Pictures or videos, whichever applicable
• Opt for Full Refund / Exchange with same value item(s). Please provide your banking details to ease the refund process.
   

6. Refund

Customer will be entitled for a full refund in the event of:

• The customer received a parcel with missing item(s), faulty item(s).
• Item(s) ordered is out of stock.
• Item(s) requested to be exchanged is Out of Stock.

Please note that the refund process will take a maximum of 14 working days.

 

7. Product Guarantee

We hear you and always prioritize our customers. All regular-priced items now come with a unique product guarantee.

Product(s) are promised to be delivered on time from the processing date (maximum 10 working days). However, this guarantee does not apply during peak seasons and major sale campaigns.

Product(s) are guaranteed to be in perfect condition as advertised. We are very concerned about every cent spent.

If you experience a delay in delivery, please contact our CRM Team, and you can opt for an apology store credit for your next purchase.

 

CONTACT OUR CRM TEAM

Email: help@calaqisya.com

Working hours:

Monday to Thursday: 9am to 5pm

Friday: 9am to 1pm