IMPORTANT NOTE: Any items bought online including items from SALE / PROMOTION / DEFECT / AS IS / DISCOUNTED PRICE / PROMO CODE are not eligible for return nor refund.
However, exchange is allowed ONCE for FREE-OFF-CHARGE (FOC) within 7 working days; only if you purchased items in its original price. You have to bear the cost to repost your exchange item (s) once you know the required exchange sizes are available.
All orders are subject to acceptance and availibility. The items in your online shopping cart will not be reserved and may be purchased by other customers until it is checked out and confirmed by you.
Where are your products shipped from?
All of our products are manufactured in Malaysia and shipped from our warehouse located in Petaling Jaya, Selangor, Malaysia.
Where is my order?
The price shown does not include Shipping Fees. We deliver through PosLaju (within Malaysia) / EMS (for international) only. PosLaju is the leading courier company in Malaysia, which has the widest network coverage and the largest courier fleet in Malaysia. You can track your order here https://www.poslaju.com.my/track-trace-v2/
Your order could be in a couple of places; our warehouse, awaiting delivery courier pickup, on its way with the courier or delivered. The first thing to check is have you received your email? If yes, then it's on its way. If you haven't received it (don't forget to check those junk / spam folders as well!), then your order is waiting to go.
If you don't have your order number with you, you can retrieve it by logging into your account and then check your 'Order History'.
Modifying or cancelling an order
All orders leave our warehouse at 11:00AM on any business day (Monday to Friday). Our cut off payment time will be 10.00AM for same day postage arrangement. Any payment after 11.00AM will be processed on the next business day. Due to our efforts to ensure that you receive your order as quickly as possible, we are unable to cancel or make changes to your order after you have placed it with us. Please be 100% sure that you are confirming the purchase to be fair to all customers. Once payment is received, we can't cancel your order as it has already been processed. All orders will be confirmed upon placing it on the website, we can't guarantee if it is sold out while you are still browsing and other customers has placed the order earlier than you.
My tracking is showing that my parcel is being returned to sender?
The courier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property or to contact your given phone number). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will repost it to you with a fees of RM10.00 (applicable to Malaysian customer only) to be paid by you to our bank account. If the courier was unable to deliver this time, it may be worth considering when you next order to use an alternative shipping address where you know someone will be able to receive the parcel.
Returns/Refund are only allowed IF you have received a defective item only which must then be verified and approved by Kurung Ladies Enterprise first. The result of this will determine whether it is a defective item or not. "Customer's subjective opinions on product preference" or any other reason will not be considered as valid grounds for a defect, nor will it be replaced or refunded. Our team will usually offer a replacement for the defective item. If there is no replacement available, however, a refund will be processed in 5 business days after deducting postage fees.
I received a defect / wrong item, what do I do?
Oh no! We're really sorry to hear that you've received an item that's not in perfect condition. In order for us to sort it out, please email us at firstname.lastname@example.org with below details:
- Your Name
- Order Number
- Product Name
- Product Color/Pattern
- Product Size
- Picture of the defect/wrong product
- Description of the defect/wrong product
Note : The product name can be found on your order confirmation email. We will repost a brand new exact item to buyer once the defective item is received, confirmed and approved by us. If the exact piece is not available, we will contact you to change to a different item. All returns are subject to approval and verified by Kurung Ladies Enterprise to be eligible.
Can I exchange an order? (Applicable to Malaysian customer only)
Any items bought online especially during SALE / PROMOTION / DEFECT / AS IS / DISCOUNTED PRICE / PROMO CODE are not eligible for an exchange.
We allow an exchange order if you purchase items in original price, ONLY ONCE, to change to a bigger/smaller size for the same pattern/color category, provided the required size for that pattern/color is still available and within 7 working days only from the date you received the parcel as per POSLAJU records. Simply drop us an email at email@example.com to check on the required sizes. Once you get a reply, kindly repost the exchange items to us by POSLAJU only. We can't guarantee that the required sizes will still available when your parcel reaches us. Please repost it as soon as you can to avoid having the required items sold out and no longer in stock.
We only accept parcels for any approved exchange by POSLAJU only. The repost items is your responsibility until it reaches us. If the repost items was lost or missing during this transit, you are required to pay for the new exchange item in order for us to exchange it for you. For your own protection, we recommend that you send the parcel using POSLAJU only that insures you for the value of the goods. Please keep the tracking code with you in case we shall need them for reference.
Any used discount or promo codes for the returned order will be voided and not refundable / re-usable.
We will be posting your required sizes once we have received the exchange items to the same address as written in your order confirmation email. Please refer below for the required information:
- Your Name
- Order Number
- Product Name
- Product Color/Pattern
- Current Product Size
- Required Product Size (to check on availability)
Note : The product name can be found on your order confirmation email.
Alternatively, you can contact us to make an appointment to come to Kurung Ladies RTW Warehouse, please refer below for our warehouse address and get it exchanged after making an appointment with us. You can't simply turn up at the warehouse without making an appointment and/or without informing us that it is for an exchange because you still need to contact us to reserve your exchange item.
The returned for exchange products will be checked with the receipt and the goods should be in good condition. The product should also be in original condition as received; unwashed, undamaged, unmarked and unaltered. If the product has been used or damaged by the customer, there will not be any exchange allowed. Reasons such as "I changed my mind", "I don't like it", "I don't want it anymore", "I choose the wrong color", "The color is different from what I see/want", "Slight design variation from photos; e.g: print patterns, prints arrangements", "customer's subjective opinions on product preference; e.g: inner lining, sponge on shoulders, longer/shorter for certain design length, loose threads, etc" will not be considered as valid grounds for an exchange.
Color of products may varies due to lighting used and computer's / phone's / tablet's monitor brightness and this reason is not considered a defect.
For printed items, the prints may vary in terms of symmetry / alignment / slight color patches for each piece and this reason is not considered a defect.
There might be plus minus 1 inch differences in the measurements given due to the nature of producing RTW (ready-to-wear) in bulk production and also due to the different stretchable quality of each material for certain design, if applicable. Please do check the measurements given in our products and compare with your existing RTW (ready-to-wear) for best fit. Otherwise, please WhatsApp us at +6010 404 1603 for us to guide your size to gauge your best fit.
For all exchange for return item(s), Kurung Ladies Enterprise will not be responsible if your shipment is lost during the delivery. You will be responsible for paying for your own shipping costs for exchanging and returning your item(s). Shipping costs for exchanging / returning your item(s) are non-refundable, unless returns due to a defect item(s) which will be subject to approval and verified by Kurung Ladies Enterprise to be eligible.
Please return / exchange your purchase to the following address:
Kurung Ladies Enterprise
19A, 1st Floor, Jalan Sri Manja 10, Taman Sri Manja,
46000 Petaling Jaya, Selangor Darul Ehsan, Malaysia.
Please email us at firstname.lastname@example.org or Whatsapp us at +6010 404 1603 if you have any further questions or doubts. We strongly prefer communication in writing to avoid any miscommunication in delaying / receiving the messages.
Vouchers / Codes given are for one time usage only, unless stated otherwise. A voucher cannot be used with any other code and must be redeemed by the date published, if provided.
Can I do Pre Order for Out-Of-Stock product?
We produce all our designs in bulk production located here in Malaysia but we source and personally handpicked all our raw materials and accessories related to the design from overseas mainly from Korea, Japan, China and Indonesia. This means that most of our designs are not easy, and sometimes impossible, to restock. Therefore, if you see something you like, don't wait! It might took months for you to wait for the restock (if applicable) or you won't get to buy it again.