FAQS

ORDERS

First time shopping with Celessa? You may place your order by applying an account through our secure website. 

Once your order is confirmed, an order confirmation email will be sent to the email address provided by you, which contain:
1. Your Order Number (4 digits)
2. Total order amount
3. The number of item(s) ordered
4. Your billing and delivery address

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

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.

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

Should you have any problems, please feel free to contact our customer service team via sales@celessa.com.my.

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

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.

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. 

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

Due to MCO, 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 / Pre-Order items and is only applicable for Ready Stock items. 

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

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.

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.

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, please note that our customer service is not manned continuously after 6pm or at weekends & Public Holiday.

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. 

We use Pos Laju & DHL Services to deliver within West Malaysia and East Malaysia. And we ship Singapore via EasyParcel.

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.

Would you like to change your delivery address after checked out? 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.

RETURNS AND REFUNDS

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. 

Quick link to our Refunds & Returns Policy.

Due to hygiene concerns, all Lingerie Products included : Bra, Bralette, Underwear, Sleepwear & Socks are non-exchangeable, non-returnable, and non-refundable, please inspect your order upon delivery.

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

POPULAR QUESTIONS

Quick Link to Latest Announcement 

Please note that size may vary based on different designs, please refer to the size guide under each product.

Still not sure which size would fit you best? Please feel free to ask for some advice from us at sales@celessa.com.my or call +6(07)-287 2123, every Monday – Friday (excluding Public Holidays) before 6pm for assistance.

No, Celessa Soft Clothing only operates via online.

NO. We noticed that there are other sellers selling our products on Shopee, but Celessa Soft Clothing has not authorise any other party to sell Celessa products. Please be aware of these sellers and we are not responsible for product not purchased from our official store.

Yes, we do. Please contact sales@celessa.com.my for further cooperation. We will get back to you within 24hrs excluding weekends and Public Holidays.

For further enquiries, please do not hesitate to contact us via email at info@celessa.com.my or call our Malaysia HQ at +6(07)-287 2123, every Monday – Friday (excluding Public Holidays) before 6pm for assistance.