Celest Thoi would love for you to be completely satisfied with your online purchases. However in the event that may not be the case, we are happy to accept your return or exchange of unworn and unaltered merchandises (excludes bespoke items & face masks) within 15 calendar days from the date delivered. Please keep in mind the following:
Shipping is available internationally and within Malaysia. Delivery charges will apply and differ based on countries and shipping companies used. We will always use a trustworthy courier service that offers the best rate. Fees are chargeable on all exchanges and returns. Customers are responsible for taxes & duties if any.
For all enquiries, please WhatsApp us at +60-13524-0026 or email hi@celestthoi.com
In the event that we processed an order incorrectly or you received a damaged item, please contact us immediately upon delivery on WhatsApp +60-13524-0026 or email hi@celestthoi.com (within 3 working days)
All orders are shipped with tracking number. For security reasons, all purchases made online require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or rented post addresses.
To estimate the total delivery time for your purchase, please allow one to two business days to process your order for shipment. Orders are processed and delivered Monday through Friday excluding national holidays. Celest Thoi cannot be responsible for unanticipated shipper delays.
Orders placed with multiple items may ship in multiple packages.
• Merchandise must be returned within 15 days of delivery for a full refund credit. We will get back to you once returned item(s) is received and we will email your refund credit voucher once the item is received in its original condition. This will normally take about 2-3 working days upon received.
• Returns/exchange can only made one time per order number. Meaning that any order made with return credit cannot be returned the subsequent time.
• Fees & delivery time varies depending on your local courier service and custom clearance.
• Customers are responsible for all postage fees to send merchandise back to our facility. If you are located in Malaysia, please allow 2-3 weeks for exchanges and returns to be processed after you have sent the merchandise back. It may take longer for international orders. Please ensure to obtain a tracking service for the packages shipped back to us for your reference.
• Full refund will be issued excluding shipping fees. Customer is responsible for shipping fees to send the exchanged items back.
• Merchandise purchased online cannot be returned to Celest Thoi Flagship Boutique.
• To be eligible for return, your item must be unused and in the same condition that you received it. Merchandise must not be worn, washed or altered, and must be free of stains, pet hair, floor debris, and pin marks with all tags attached, packed in original packaging with original receipt.
• Shoes must be in their original condition and packaging with no signs of wear. We advise our customers to try shoes on carpeted areas to prevent scuffing. If the shoes are returned with scuff or sticky tape marks, signs of wear, toe marks, scuffed soles, we will not be able to process the return or exchange.
• Merchandise marked as Sale / Discounted / Special Price cannot be returned or exchanged. Sale merchandise is a final sale with no exceptions.
• *Sales items may have slight defects/colour discrepancies /measurements discrepancies and are strictly not returnable.
• All face masks, accessories and bespoke made-to-order items are considered final sale, they are not eligible for return or exchange.
• Some items are final sale and are eligible for exchange in the same design in another size only.
• Please note that all exchanges has to be the same or higher in value.
• Celest Thoi reserves the right to deny unreasonable repairs, returns, refunds, and exchanges. All exchanges are subject to items availability. Any merchandise that does not adhere to our policy will not be accepted and will be sent back to the customer.
• If you need to return or exchange an item, simply fill out the return form that is enclosed in your package. Please WhatsApp us at +60-13-524-0026 or email hi@celestthoi.com if you have any questions about the exchange/return process. We'll notify you via e-mail of your refund once we've received and processed the returned item.
• Ship your return package using your preferred trackable and insured shipping method, and please keep record of tracking and courier information.
• Celest Thoi is not responsible for shipping fees or lost returns. Address the return package to the address below, including your order number:
Celest Thoi Return
RT2A1 Les Suites, Level 6,
The Gardens Mall,
Lingkaran Syed Putra,
Mid Valley City
59200, Kuala Lumpur
#Order Number
• All bespoke orders are made-to-order pieces, meaning each outfit/shoe is made upon receiving customer’s unique order. Once placed, these outfit/shoe/accessory orders cannot be modified. Due to this, the return and cancellation policy differs from the rest of the collection.
• To proceed with a bespoke order, a RM100 confirmation deposit will be required before sketches and quotations will be sent for agreement.
• This RM100 confirmation deposit will go towards the final quotation & payment.
• Cancellations and returns will be subjected to a restocking fee equal to 50% of the retail price.
• If you wish to cancel your order, please WhatsApp us +60-13-524-0026 (within 3 working days from date of order) or email us at hi@celestthoi.com. We will not be able to cancel the order if work has commenced.
If an item is on pre-order, an ‘Expected To Ship’ date will be shown on the product page and at checkout. You will receive an email if there are any changes to the status of your item(s). You will only be charged a deposit to confirm the order. Full payment will only be charged for pre-ordered items when they are shipped
In the event that your order includes a pre-ordered item, we reserve the right to cancel the item or ship your order in multiple packages. If you would like to cancel a pre-ordered item, please WhatsApp us +60-13-524-0026 or email hi@celestthoi.com within 3 working days from the order date.
Returns of 3 or more items are subject to a restocking fee of RM15/item. Purchases made using our store gift card / gift vouchers are only eligible for exchange of equal / higher value. By making a purchase, you agree to abide to our store policies.
*A processing fee of RM5 (within Malaysia), USD$3 (International) will be charged for each return item. For example, if the returned item costs USD55 you will receive a refund or store credit of USD52.
*Colour of products may varies due to studio lighting used and please allow 20% of colour variation in real product as compared to actual products. It may appear darker or lighter. Exchanges due to this reason will be charged a processing fee.
*There might be 1cm-2cm differences in the measurements given due to the different quality of the material. Please do check the measurements given in our products and compare with your existing dresses for best fit. Otherwise please WhatsApp or email us your statistics to gauge your best fit.
Depending on your countries, some packages may be subjected to additional customs fees, which the buyers are responsible for. Please be advised we are not responsible for any additional customs charges that your package may be subjected to. We encourage you to check your country's import regulations. The shipping charges of your purchase only cover the postage cost; it does not cover any additional customs duty.
Most returns will process in approximately 2-3 weeks upon receiving the returned merchandise, depending on your method of return. Additional delays may occur.
A refund will then be credited back to your account and it will be posted approximately 1-3 working days after the processing date. Gift Card or gift voucher purchases will be refunded in the form of a merchandise credit.