Shipping & Returns

Shipping

Order Processing

All orders are processed within our standard processing timeframe once payment has been confirmed.

Orders placed during weekends, public holidays, promotional periods or peak festive seasons may require additional processing time.

Once your order has been dispatched, you'll receive a shipping confirmation email or notification, along with tracking information where available.

Domestic Shipping (Malaysia)

We deliver across Malaysia through our appointed courier partners.

Estimated delivery timelines are as follows:

• West Malaysia: Approximately 1–5 business days
• East Malaysia: Approximately 3–10 business days

Please note that these are estimates and delivery times may vary depending on your location, courier operations, weather conditions and unforeseen delays.

International Shipping

For now, we're only delivering within Malaysia. We hope to bring Puteri to you wherever you are in the future. ♡

Shipping Fees

Shipping fees are calculated at checkout based on your delivery destination and the applicable shipping method.

From time to time, we may offer complimentary shipping promotions, subject to the relevant terms and minimum purchase requirements.

Incorrect Shipping Information

Customers are responsible for ensuring that shipping details provided are accurate and complete.

Puteri KL shall not be liable for:

• failed deliveries;
• delays; or
• additional charges

resulting from incorrect or incomplete shipping information.

Lost or Delayed Parcels

Once your order has been handed over to the courier, delivery is subject to the courier's operations and timelines.

If your parcel is significantly delayed or appears to be lost, please reach out to us with your order number. We'll do our best to assist you and follow up with the courier.

Returns & Exchanges

Eligibility for Returns or Exchanges

Return or exchange requests must meet the following conditions:

• Requests are submitted within 14 days of delivery.
• Items are unworn, unused and unwashed.
• Original tags and packaging remain intact.
• Items are in their original condition, free from stains, perfume, alterations or damage caused after delivery.

All requests are subject to review. Items that do not meet these conditions may not be eligible, subject to applicable consumer protection laws.

Non-Returnable Items

The following items are generally not eligible for return or exchange, unless defective:

• Sale or discounted items
• Promotional or complimentary items
• Accessories
• Customised or altered products
• As-Is items: Items sold on an As-Is basis are considered final sale and are not eligible for return or exchange due to their disclosed condition.

Please review product descriptions and any disclosed imperfections carefully before placing your order.

Exchange Requests

Exchanges are subject to availability and approval.

If your preferred item is unavailable, we'll be happy to discuss the available options with you, which may include an alternative item or a refund where applicable.

Return Process

To request a return or exchange, please contact our team with the following details:

• Order number
• Reason for the request
• Supporting photographs, where applicable

Once your request has been reviewed and approved, we'll guide you through the return process. Return shipping costs are generally borne by the customer, unless the item is defective, incorrect, or the issue arises from an error on our part.

Please wait for our instructions before sending any items back.

Refunds

Approved refunds will be processed through the original payment method where possible.

Please allow some time for processing, as timelines may vary depending on your payment provider or bank.

Original shipping fees are generally non-refundable unless the refund arises from an error on our part or otherwise required by applicable law.

Defective, Damaged or Incorrect Items

If you've received a defective, damaged or incorrect item, please contact us within 3 days of delivery, with your order number and clear photographs of the issue.

Once we've reviewed the matter, we'll work with you to arrange an appropriate resolution, which may include:

• a replacement,
• exchange, or
• refund, where applicable.

Please keep the item and its original packaging until the matter has been resolved.

Colours & Product Appearance

We do our best to capture the colours and details of each piece as accurately as possible.

However, slight variations may occur due to lighting, photography and differences in device or screen settings. Minor colour variations alone do not generally constitute a product defect.

Contact Us

Need a little help? We're happy to assist.

For shipping, returns or exchange enquiries, reach us at:

Email: [email protected]

We're always happy to hear from you. ♡