CONTACT US

Estimated e-mail response time; 

• Normal case;                              3 working days
• Wrong item/colour/size & others; 14 working days
• Return item;                               14 working days
• Refund;                                      14  working days
• Email after 1pm on Friday will be replied on the next working day

 
EMAIL: [email protected]

OPERATION HOURS: 

Monday - Thursday     : 9 am - 5 pm

Friday                        : 9 am - 1 pm

LOCAL DELIVERY (WITHIN MALAYSIA)

Q1: What is the cost for shipping within Malaysia?

We charge :

Tracking numbers are emailed once posted.

Q2: How long does it take for my parcel to reach me?

We post all orders made from Monday to Friday however, please be informed that orders processing will take 3-5 working days (excluding public holidays and weekends) before being shipped out by Ninjavan.

If customers do not received the tracking number within 5 days, please email [email protected] for assistance.

INTERNATIONAL DELIVERY (WORLDWIDE)

Q1: What are the international shipping methods?

Singapore / Brunei / other Countries orders are ship using SF Express or Aramex. Order processing will take 3-5 working days (excluding public holidays and weekends) before being shipped out. Once it has been picked up, the transit time will take around 7-14 days.

If you do not receive your parcel after 14 days of receiving the tracking number, please email to [email protected] for assistance.

For Singapore & Brunei, free shipping for purchase above RM500.

*If you cannot find your country in the list above, please email us at [email protected], we will assist you from there.
Tracking numbers will be provided by email once order has been processed.

International Shipping Customs Duty

You'll be charged customs duty on parcels sent to your country if they are above a certain value :

 * The price paid for the items

 * Postage, packing and insurance 

RETURN POLICY

1. Cala Qisya Returns Policy.

Yes you can, within 30 days of receiving an item ordered from the CALAQISYA online store (www.calaqisya.com) or any of our physical stores if you are not completely happy with.

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 2023: Return & exchange is only applicable for designs within the CALARAYA 2023 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, collaboration 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 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: Fill in the Return Form provided by CRM team
STEP 3: Packing & Return

• 30 working 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 from online can be exchanged with ONLINE and also through our outlets ; Central i-City Shah Alam, KL East Mall, Johor Bahru & Ipoh.

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

Emails sent outside these hours will be replied on the next working day. On Friday, email after 1pm will be replied on the next working day. Rest assured any inquires will be answered.

For all orders with missing, defect or wrong item, email us again at [email protected] with your order id # using subject header "Missing, Defect & Wrong".

To check the return and refund status, you may 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 working 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 item 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

This is mightily embarrassing and we will have them all covered. We are very sorry and will make it up to you in any possible ways! Please 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 processes.

6. Refund

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

• The customer received a parcel with a 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 heard you and always prioritised our customers. All regular price items are now provided with a unique product guarantee.

Product(s) is promised to be delivered on time from the processing date (max 10 working days). However, this treatment is not applicable during peak season and big sale campaign.

Product(s) is promised guarantee to be in the perfect condition as advertised. We are very concern about every cent spent.

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

CONTACT OUR CRM TEAM

Email: [email protected]

Working hours:

Monday to Thursday: 9am to 5pm

Friday: 9am to 1pm

Can we change our orders after making a successful payment?

Unfortunately, you can't because once order has been placed, it will be immediately processed by our fulfillment centres hence, changes are not possible.

REWARD POINTS REDEMPTION GUIDE

Step 1: Check the amount of shopping points balance available in your account.

Step 2: Enter the amount you wish to redeem.

Step 3: Confirm the points has been redeemed.

How to Unshrink Cotton Fabric in 4 Easy Steps!

All you need:

• baby shampoo or soft conditioner
• lukewarm water
• bucket/ bowl

Here is how to Unshrink Cotton Fabric:

1. Fill up a bucket/bowl of lukewarm water. Make sure it's not too hot.
2. Add in 1 tablespoon of soft hair conditioner or baby shampoo.
3. Soak the piece of fabric for 30 minutes and gently stretch the piece of clothing back to its original shape.
4. Hand wash to rinse out the conditioner and hang to dry.

Customised FAQ for CALAQISYA

WHO IS SPLIT

Q: What is Split?

Q: Apa itu Split?

A: Split is an instalment payment service that allows Calaqisya to offer their customers to pay in up to 3 monthly instalments.

Your remaining instalment will be auto-deducted in exactly 30 days from the first day of purchase (don’t worry, we believe in 100% transparency and we’ll notify before any deduction).

A: Split adalah perkhidmatan pembayaran ansuran yang membolehkan Calaqisya memberi pilihan kepada anda untuk membayar hingga sebanyak tiga ansuran bulanan.

Baki ansuran anda akan dikurangkan secara automatik pada bulan berikutnya (jangan risau, kami yakin dengan ketelusan 100% dan kami akan memberitahu sebelum ada potongan).

Q: Who can use Split?

Q: Siapa yang boleh menggunakan Split?

A: Residents of Malaysia, Singapore and Brunei above the age of 18. Owns a credit or debit card.

A: Penduduk Malaysia, Singapura dan Brunei yang berumur 18 tahun ke atas. Memiliki kad kredit atau debit.

Q: Does Split charge fees?

Q: Adakah Split mengenakan yuran?

A: Split is always free for people to use - no interest, late fees, processing fees or any hidden fees.

A: Split bebas digunakan oleh semua orang - tanpa faedah, tanpa yuran lewat, tanpa bayaran memproses atau apa-apa bayaran tersembunyi.

Q: Is Split’s BNPL service Shariah Compliant?

Q: Adakah perkhidmatan BNPL yang ditawarkan oleh Split ini Patuh Shariah?

A: Yes, Split instalments are officially certified Shariah Compliant by Masryef, a registered Shariah advisory company with the Securities Commission (SC).

A: Ya. Kaedah pembayaran ansuran yang ditawarkan oleh Split diklasifikasikan sebagai sekuriti yang patuh syariah. Ianya telah mendapat kelulusan dan diperakui oleh Masryef iaitu sebuah syarikat penasihat Syariah di bawah pengawasan Suruhanjaya Sekuriti (SC) Malaysia.

Q: What makes Split’s BNPL service Shariah Compliant?

Q: Apakah kriteria yang menjadikan perkhidmatan BNPL Split Patuh Syariah?

A: Split’s transparent business model! Customers will never be charged interest, late fees or processing fees ever. What you see is what you pay.

A: Split mengamalkan model perniagaan yang telus. Pelanggan tidak akan dikenakan sebarang faedah, caj bayaran lewat mahupun kos pemprosesan. Apa yang anda lihat, adalah apa yang anda bayar.

Q: What does the certification of Shariah Compliance mean?

Q: Apakah yang dimaksudkan dengan pengesahan Pematuhan Shariah?

A: After review, Masyref confirms that Split’s business model operates in accordance with Islamic principles. Customers can use Split with confidence, knowing that they are choosing a buy now pay later (BNPL) offering that works in accordance with their religious beliefs.

A: Pihak Masyref telah mengkaji dan memperakui bahawa model perniagaan operasi Split mematuhi garis panduan prinsip Shariah.

Para pelanggan boleh menggunakan Split dengan yakin kerana perkhidmatan beli sekarang bayar kemudian yang ditawarkan oleh Split adalah selaras dengan garis panduan yang dititik beratkan dalam agama Islam.

HOW DOES SPLIT INSTALMENTS WORK?

STEP 1

With your selected items at checkout, simply choose the “Split” payment method. Pilih item pilihan anda dan semasa pembayaran, pilih kaedah pembayaran "Split". STEP 2

Enter your details and pay with any local debit / credit card. You can choose to pay in up to 3 monthly instalments.

Masukkan maklumat anda dan bayar dengan kad debit / credit. Kamu boleh pilih hingga sebanyak tiga ansuran bulanan.

STEP 3

Purchase complete! For your reference, we’ll email you a summary of your instalment plan and when you have to pay the next instalment(s).

Pembelian selesai! Untuk rujukan anda, kami akan menghantar e-mel kepada anda ringkasan tentang pelan ansuran anda dan tarikh pembayaranan untuk bayar ansuran baki.

Q: When do I receive the order? Do I have to finish paying before I get my product?

Q: Bilakah saya menerima pesanan? Adakah saya perlu menyelesaikan pembayaran sebelum mendapatkan produk saya?

A: No, you don’t! Once your first instalment has been successfully paid, Calaqisya will process and ship your order.

A: Tidak perlu. Setelah ansuran pertama anda berjaya dibayar, Calaqisya akan memproses dan menghantar pesanan anda.

ORDERS AND REFUNDS

Q: If I pay using Split, can I refund my product?

Q: Sekiranya saya membayar menggunakan Split, bolehkah saya memulangkan semula produk saya?

A: Absolutely, simply contact Calaqisya by email and request a refund. Once we

approve your refund, Split will return any instalments that has already been paid. T&C applies

A: Sudah tentu, hubungi Calaqisya melalui e-mel untuk pemulangan semula. Setelah kami meluluskan pembayaran balik anda, Split akan mengembalikan ansuran yang telah dibayar. T&C applies

Q: How many products can I have in ONE instalment plan? Is there a maximum amount for instalments?

Q: Berapa banyak produk yang saya dapat dalam SATU pelan ansuran? Adakah jumlah maksimum untuk ansuran?

A: There is a limit of RM2000 for purchases in Calaqisya.

A: Had maksimum untuk belian di dalam talian Calaqisya tidak melebihi RM2000.

Q: When will my card be automatically charged?

Q: Bilakah kad saya akan dicaj secara automatik?

A: Your card will be charged one month from the first day of purchase. For example, you paid your first instalment on 1st May. The next instalment will be charged on 1st June. You can also check your confirmation email from Split.

A: Kad anda akan auto-debit tepat satu bulan dari hari pertama pembelian. Contohnya, anda telah membayar ansuran pertama pada 1 Mei. Pembayaran anda yang seterusnya adalah pada 1 Jun. Anda juga boleh menyemak e-mel pengesahan anda dari Split.

Q: Can I pay off my instalments early?

Q: Bolehkah saya membayar ansuran lebih awal?

A: Of course! You can do so at dashboard.paywithsplit.co and click “first-time login”.

A: Sudah tentu! Anda boleh melakukannya di dashboard.paywithsplit.co dan klik “log masuk kali pertama”.

TROUBLESHOOTING WITH SPLIT

Q: Why did Split reject my card?

Q: Mengapa Split menolak kad saya?

A: Possible reasons include insufficient amount in the card or your bank may be blocking e-commerce transactions. Additionally please ensure you aren’t using a prepaid card, Split only accepts debit and credit cards.

A: Sebab yang mungkin termasuk jumlah kad yang tidak mencukupi atau bank anda mungkin menyekat transaksi e-dagang. Selain itu, pastikan anda tidak menggunakan kad prabayar, Split hanya menerima kad debit dan kredit.

Q: What happens when I pay late next month?

Q: Apa yang berlaku apabila saya lewat lakukan pembayaran bulan depan?

A: Split does not charge any late fees. Please ensure that you are able to pay your instalment on time, and if you foresee difficulties in payment, please reach out to Split’s customer service team at [email protected]

A: Split tidak mengenakan sebarang bayaran lewat. Pastikan anda dapat membayar ansuran tepat pada waktunya, dan jika anda menghadapi kesukaran dalam pembayaran, hubungi khidmat pelanggan Split di [email protected]

Q: How many Split instalment plans can I have at a time?

Q: Berapa banyak rancangan ansuran Split yang dapat saya miliki pada satu masa?

A: You can only have 1 ongoing instalment plan with Split.

A: Anda hanya boleh mempunyai 1 pelan ansuran dengan Split.

Q: Can I have 4 or 6 month instalment plans?

Q: Bolehkah saya mempunyai rancangan ansuran 4 atau 6 bulan?

A: Split only offers up to 3 instalments for Calaqisya orders.

A: Split hanya menawarkan pembayaran hingga sebanyak tiga ansuran bulanan untuk pesanan Calaqisya.