Returns & Refund

Due to hygiene concerns, certain items are non-exchangeable, non-returnable, and non-refundable, please inspect your order upon delivery.

Kindly double check that the items you wish to return do not fall under this list :

  • Bra Top / Bralette
  • Underwear
  • Sleepwear
  • Socks

*If the returned team receives a non-returnable item without notice, we will send back the item to the original shipping address without a refund / exchange.

INCORRECT OR DEFECTIVE ITEM?
We are sorry to hear that you were disappointed with the product you have purchase at Celessa recently. We sincerely apologise and we would like to make it up to you! You may return your merchandise within 7 days in original condition If you have received incorrect or damaged product with your purchase.

Please drop us an email here with the following details:

1. Your order number
2. The matter of the issue (e.g. incorrect/defective item)
3. Pictures or videos, whichever applicable

RETURN OPTIONS
You can choose one of the following return options :

  1. Replacement for a wrong or defective item sent
  2. A full refund to your original payment mode
RETURN AND REFUND ELIGIBILITY

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 refund in certain situations, including:

  • Products returned for personal reasons unrelated to product performance or satisfaction.
  • Products damaged by misuse, improper care or accidents (including pet damage)
  • Products with a missing label or label that has been defaced/removed or the item has been washed or used.
  • Products that have been soiled or contaminated.
  • Products lost or damaged due to fire, flood, or natural disaster.

Please ensure that replacement for faulty or wrong items are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed, while stocks last***

*** Exchange or item that is equivalent or lower in value only.

Please note that items in the Non-exchangeable, Non-returnable and Non-refundable items list are not available for exchange, unless stated otherwise.
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.

For Billplz payment option, please ensure that the following details are provided completely and correctly:

Bank Name:
Account Number:
Account Holder’s Name:
Identification No.:

RETURN/REFUND TIME FRAME

Due to the extension of CMCO, items returned via CollectCo may take an additional 5 working days to be processed. You can also drop off your return items via select PosLaju branches.

We aims to process your return in the fastest time possible, however, 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!

RETURN

According to Pos Laju, after dropping off your return item at any Pos Laju outlet, it might take up to 2 – 5 working days for it to arrive at the Celessa warehouse. We advise tracking your returns via the Pos Laju e-tracker.

REFUND

Refer to list as below, see when you would receive your refund after your return item has been processed by our warehouse.

Credit / Debit Card : 3 – 5 working days for your refund to be reflected in your credit/debit account. However, for some banks, it will only reflect in your next monthly statement.

Online Banking : 3 – 5 working days for your refund to be reflected in your bank account.

Paypal : 3 – 5 working days for your refund to be reflected in your Paypal account or credit/debit card.

Please note:
*Celessa Soft Clothing reserves the rights to withhold any replacement/refunds if your original item has not reached our warehouse.
*To be eligible for a return/exchange, your item must be unused/unwashed, must be in the original packaging in your package of the returned item(s) and with tags attached to the product.
*For the vast majority of returns or refund, it may take up to 10 – 15 business days, excluding shipping times.

CELESSA Soft Clothing reserves the right to deny a refund or exchange which does not meet our standard return policy.