At Kalasha Silks, we take great care to ensure your order reaches you safely and on time. Please read the policy below for full clarity on how our delivery process works.
1. Order Processing Time
All orders are processed within 1 to 3 business days.
Orders placed on weekends or public holidays will be processed on the next working day. Once processed, the order will be handed over to our courier partner for delivery.
2. Delivery Timeframe (Within Malaysia & International)
Delivery timelines may vary based on location:
- West Malaysia: 2 to 5 working days
- East Malaysia: 3 to 7 working days
- International: 10 to 15 working days
Delivery durations may be extended during festive seasons, promotional periods, or due to courier delays outside our control.
3. Free Shipping
We offer free shipping for all orders RM500 and above within Malaysia.
4. Tracking Information
A tracking number will be provided via email or SMS once your order is shipped.
Tracking updates are dependent on the courier's system and may take time to reflect.
5. Lost, Delayed, or Returned Parcels
a) Lost or Delayed Parcels
We work closely with our delivery partners to ensure safe and timely delivery. If an order is lost or significantly delayed, we will assist by opening an investigation with the courier and provide updates as we receive them. Resolution will follow the courier's official findings.
b) Returned Parcels
We do not offer Cash on Delivery. If a parcel is returned to us for any reason (no recipient, unclaimed, etc), the order will not be refunded. Redelivery can be arranged, and the customer will be responsible for the redelivery fee.
6. Wrong Shipping Address Provided
If an incorrect or incomplete address is provided during checkout, the customer will be responsible for:
- Any redelivery fees
- Any delays caused by the wrong address
Kalasha Silks will not be held responsible for parcels delivered to incorrectly provided addresses.
7. Damaged Parcel Upon Arrival
If the outer parcel appears damaged, the customer must record a full unboxing video showing:
- The parcel being opened
- The item in its original condition
- The damage clearly visible
Claims without a complete unboxing video cannot be processed. All damage reports must be submitted within 24 hours of delivery.
8. Wrong Item / Missing Item
If an incorrect item or a missing item is discovered, the customer must provide a full unboxing video showing the parcel opening process clearly.
All wrong item or missing item claims must be reported within 24 hours of delivery. Claims submitted after this timeframe cannot be processed.
9. Multiple Orders & Combined Shipping
Orders cannot be combined once they have been processed. Each order will be shipped separately according to its own preparation time.
10. Failed Delivery Attempts
If the courier attempts delivery and the recipient is unavailable, it is the customer's responsibility to arrange redelivery with the courier. Any additional fees from repeated attempts will be borne by the customer.
11. Order Changes & Cancellations
Once an order is placed and processed, it cannot be modified, changed, or cancelled. This ensures efficient handling and fair processing for all customers.
12. International Taxes & Import Duties (For Customers Outside Malaysia)
For international orders, any customs duties, VAT, import taxes, or clearance fees imposed by the destination country will be the full responsibility of the customer. Kalasha Silks does not cover or reimburse these charges. Delays caused by customs inspection are beyond our control.
13. Delays Due to External Factors
Kalasha Silks will not be responsible for delivery delays caused by factors outside our control, including but not limited to:
- Weather disruptions
- Customs clearance delays
- Logistics routing issues
- Courier operational delays
We appreciate your understanding when such external circumstances affect delivery timelines.