Sonia

SHIPPING POLICIES

1. When will I receive my purchase ?
   Delivery within West Malaysia will take 3 – 5 working days, East Malaysia 5 – 7 working days and Singapore will take 7 – 10 working days.
   
   This DOES NOT apply for PRE-ORDER / BACKORDER items and is only applicable for READY STOCK items.
   
   
2. When will my backorder ship?
   Items on backorder will be dispatched when they arrive back in stock. If you place an order that has one or more items on backorder, we will hold your order until all items are available, your order will then arrive in one delivery.
   
   
3. How can I track my order?
   Your tracking number will be available once your order status states it is COMPLETED.
   
   If your tracking number still cannot be located, please contact us via sales@celessa.com.my.
   
   
4. What are the shipping rates?
   It’s only a flat rate of RM12.00 (within West Malaysia), RM15.00 (within East Malaysia) and RM50.00 (Singapore) regardless of weight.
   
   However, this delivery charge will be waived if you meet the requirement of our FREE DELIVERY WITH PURCHASE promotion.
   West Malaysia : Purchase over RM150
   East Malaysia : Purchase over RM180
   Singapore : Purchase over RM350
   
   
5. What delivery service do you use?
   We use Pos Laju & DHL Services to deliver within West Malaysia and East Malaysia. And we ship Singapore via EasyParcel.
   
   
6. How to change address for a paid order?
   If it’s within the hour, please contact our customer service teams via sales@celessa.com.my and we might be able to tweak your order for you. However, if your order has already been packed and shipped. In that case, we will not be able to make any changes.

You may return your merchandise within 7 days in original condition only If you have received incorrect, defective or damaged product with your purchase. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, must not be soiled, with tags and its original packaging. You'll also need the receipt or proof of purchase.

Returns that do not meet our policy will not be accepted.

2. What are Non-Returnable / Non-Refundable / Non-Exchangeable Items?
Please ensure that your items do not fall under the list of non-returnable, non-exchangeable and non-refundable items:

• Panties,Sleepwear & Socks
  Due to hygiene concerns, Panties, Sleepwear & Socks are non-exchangeable, non-returnable, and non-refundable, please inspect your order upon delivery.
• Gift Card
• Discontinued/Clearance item 

IMPORTANT
In order to protect all our customers and make sure that we handle every return or exchange with reasonable fairness, we refuse to accept a return or exchange in certain situations, including:

• Products returned for personal reasons unrelated to product performance or satisfaction.
• Return items showing soiled, washed or altered, with visible signs of wear and tear or smell (cigarette/perfume).
• Products with a missing label or label has been removed.
• Products damaged by misuse, abuse, improper care or negligence, or accidents 
• We do not provide cash refunds for any return orders and for delivery costs.

3. Exchange
Our exchange policy are only available for size and/or colour of the same product. Exchanging for a different product is strictly not allowed. Applicable for return and exchange in the event of “wrong size” or “defect upon receiving".

If the preferred size is out of stock, the customer may choose to exchange with another colour (depending on stock availability) or opt in for a return and refund.

4. Shipping Fee for Return / Exchange
Postage is to be borne by the customer in the event of an exchange or return.

5. Shipping Time Frame
For the vast majority of return or refund, it may take up to 10-15 working days , excluding shipping times. We will be sending you email notifications for each step in the process. Do keep a look out for it!

6. Refund Process
Refunds are typically issued via your preferred payment method indicated while placing your order. All returns will be refunded via your original payment method.

7.Can I get a refund if the price has changed since I ordered it？
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case, we will not refund the difference.

You can always contact us for any return question at info@celessa.com.my with your order number.