Frequently asked question

ORDERS

How to Place an Order?

First time shopping with Celessa? You may place your order by applying an account through our secure website. Follow these simple steps and you can start shopping with your account!

Here’s how to get started with us:

【STEP 1】

【STEP 2】

【STEP 3 & 4】

Backorder
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, additional stock will become available within 15 – 20 days. You will receive an email as soon as your product ships.
Order Confirmation
Once your order is confirmed, an order confirmation email will be sent to the email address provided by you, which contain :

  • Your Order Number (4 digits) 
  • Total order amount
  • The number of item(s) ordered
  • Your billing and delivery address

Once your order has been fullfilled, packed and delivered out by our store, you will then receive an Order Shipped Email which contains the delivery details and tracking information.

Change or Cancel a paid order?

Unfortunately, the following changes are no longer possible once you have completed checkout. However, we recommend cancelling your order before proceeding and place a new order with the correct details.

Should you have any problems, please feel free to contact our customer service team via [email protected]

Quick link to our Return Policy

Out of Stock Items

Your order has been confirmed but you received an Out of Stock email? We are sorry to inform you that this can indeed happen.

Confirmed Orders
We perform stringent quality checks and if your item is the last piece available that failed our checks, we will cancel and refund the item even if your order was confirmed. You will then receive an email notification upon cancellation. 

Unfortunately, at this point in time, we do not usually replenish our stocks once they are sold out. So grab them when you see them!

Exchange Orders
While we try our hardest to grant your exchange requests, unfortunately we cannot always guarantee 100% availability of your replacement item.

When you submit your exchange request online, be sure that your original return item is returned within 3 days from the date exchange order is confirmed. In cases where exchanges go out of stock, we will proceed to refund you back to your original payment method. You will receive an email notification from us once the refund is processed.

Payments

What are my Payment Options?

One of the great things about shopping with us is that we offer you a diverse selection of payment options! Purchase your orders using any of the following payment methods (select one):

  1. Visa / MasterCard Debit Cards
  2. Visa / MasterCard Credit Cards
  3. Billplz (all major domestic online banking)
  4. Maybank QR Pay
  5. Boost Wallet
  6. Touch N Go eWallet
  7. Union Pay
  8. American Express
  9. Paypal

*Please note that, sometimes international credit cards are not accepted by the system.

How do I know if my payment is successful?
Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. At the same time, you will also receive an invoice from and a payment confirmation email from us. 
How does Coupon Code Work?

Coupon code is a set of code to redeem various special promotions from Celessa Soft Clothing, including free shipping, discounts, or special gifts. All coupon codes are available for a limited time, while supplies last and cannot be used once expired. 

If you have a Celessa coupon code, you can let us know at check-out before confirming your order in the input field “Coupon Code.

*Please note that you may apply 1 Coupon Code per transaction only.

SHIPPING

When will I receive my purchase ?
Due to CMCO, please expect a slight delay in all deliveries.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 Backorder items and is only applicable for Ready Stock items. It is customer’s responsibility to check the status of the item upon ordering as they are stated clearly on the website if the item is under BACK ORDER (AVAILABLE ON BACKORDER) or the item is READY STOCK (IN STOCK).

(Working days do not include Saturday, Sunday & Public Holidays.)

Please do check out more information on deliveries here

When will my backorder ship?

Items on backorder will be despatched when they arrive back in stock. If you place an order that has one or more items on backorder, we will on hold your order until all items is available, your order will then arrive in one delivery.

If my order consists of In-stock and Backoder items, can I get the In-stock items first?

If any items in your order are out of stock, we will hold your entire order until all items become available. Your order will then arrive in one delivery.

How do I Track my Order?
Your tracking number will be available once your order status states it is COMPLETED.

Kindly track your order here.

If your tracking number still cannot be located, please contact us via [email protected], please note that our customer service is not manned continuously after 6pm or at weekends & Public Holiday.

How much will it cost to ship my order?
It’s only a flat rate of RM10.00 (within West & Malaysia) and RM45.00 (Singapore) regardless of weight. However, this delivery charge will be waived if you meet the requirement of our FREE DELIVERY WITH PURCHASE promotion. 

Quick link to our Shipping Policy. 

What Delivery Service does you use?
We use Pos Laju & DHL Services to deliver within West Malaysia and East Malaysia. And we ship Singapore via EasyParcel.
Can orders be shipped internationally?
Currently, we can only deliver to street addresses in West Malaysia / East Malaysia and Singapore. We do not deliver to other International addresses at the moment.
How to change address for a paid order?
Would like to change your delivery address after checked out? If it’s within the hour, please contact our customer service teams via [email protected] and we might be able to tweak your order for you.

However, if your order have already been packed and shipped. In that case, we will not be able to make any changes.

Missed Delivery
Missed a delivery attempt from us? Don’t worry, depending on the courier, your delivery will be attempted on the next consecutive working day.

Returns & Refund Policy

What is your Return & Refund Policy?

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

Please ensure that your items do not fall under the list of non-exchangeable and non-refundable items here

What is Non-Returnable / Non-Refundable Items?
Due to hygiene concerns, all Lingerie Products included : Bra Top, Underwear, Sleepwear & Socks are non-exchangeable, non-returnable, and non-refundable, please inspect your order upon delivery.

More info here

Return Processing Time
For the vast majority of returns or refund, it may take up to 10 – 15 working days, excluding shipping times. 

More info please check our Return & Refund Policy.

POPULAR QUESTIONS

COVID-19 UPDATES
Quick Link to Latest Announcement 
Why should I create an account?
Join Celessa’s by create an account to enjoy more rewards & discounts! Get rewarded by earning points every time you shop, every RM1 you spend on Celessa will earn you 1 Reward Point. And you may use these reward points on your next purchase with no minimum spend!
Rewards and Points

Enjoy amazing rewards by earning points, simple as that :

  • Received 100 Reward Points by create an new account
  • Received 1000 Reward Points when you purchased on you birthday
  • Every RM1 you spend on Celessa will earn you 1 Reward Point.
  • Submit a review on your favourite product on Facebook / Instagram / Google Review and be rewarded with Extra Coupon Code.

*Please note : The program, rewards, privileges and terms & conditions may be changed, withdrawn or terminated at any time without prior notice to members at the sole discretion of the company.

How to get CELESSA Welcome Treats?
Enjoy Extra 5% OFF for new customer who sign up and make their first order (RM150 Min Purchase). Apply Coupon Code “csc5off” at check-out. Terms & conditions apply.
Are the products offered online available in store?
No, Celessa Soft Clothing only operates via online.
Size Guide Reference
Please note that size of panties may vary based on different design, please refer to the size guide under each panty.

Need help determining your apparel size? Still not sure which size would fit you best? Please feel free to ask some advices from us at [email protected] or call +6(07)-287 2123, every Monday – Friday (excluding Public Holidays) before 6pm for assistance.

Do you take corporate or bulk orders?
Yes, we do. Please contact [email protected] for further cooperation. We will get back to you within 24hrs excluding weekends and Public Holidays.

OTHER ENQUIRIES

More Questions

For further enquiries, please do not hesitate to contact us via email at [email protected] or call our MY HQ at +6(07)-287 2123, every Monday – Friday (excluding Public Holidays) before 6pm for assistance.