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.