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 merchandise (excluding bespoke items & face masks) within 15 calendar days from the date of delivery. Please keep in mind the following:
Shipping and pickup services are only available within Malaysia. Delivery charges will apply and may vary based on location and the shipping service used. We will always use a trustworthy courier service that offers the best rates. Fees are chargeable on all exchanges and returns.
For all enquiries, please WhatsApp us at +60-13-524-0026 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 via WhatsApp +60-13-524-0026 or email hi@celestthoi.com within 3 working days.
All orders are shipped with a 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 shipping 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 notify you once the returned item(s) is received and will email your refund credit voucher once the item is confirmed to be in its original condition. This typically takes 2-3 working days upon receipt.
Returns/exchanges can only be made once per order number. Orders made with return credit cannot be returned again.
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.
Full refunds will be issued excluding shipping fees. Customers are responsible for shipping fees when sending back exchanged items.
Merchandise purchased online cannot be returned to the Celest Thoi Flagship Boutique.
To be eligible for return, items must be unused, unwashed, and unaltered, free of stains, pet hair, floor debris, and pin marks, with all tags attached in the original packaging, along with the original receipt.
Shoes must be in their original condition and packaging with no signs of wear. We recommend trying shoes on carpeted surfaces to prevent scuffing. Shoes with scuffs, sticky tape marks, toe marks, or worn soles will not be eligible for return or exchange.
Sale/discounted/special price merchandise cannot be returned or exchanged.
Sale items may have slight defects, color discrepancies, or measurement variations and are strictly non-returnable.
Face masks, accessories, and bespoke made-to-order items are final sale and not eligible for return or exchange.
Some items may be eligible for exchange only in the same design for a different size.
Exchanges must be for items of the same or higher value.
Celest Thoi reserves the right to deny unreasonable returns, refunds, or exchanges. All exchanges are subject to item availability. Merchandise that does not adhere to our policy will not be accepted and will be sent back to the customer.
To initiate a return or exchange, fill out the return form enclosed in your package. Contact us via WhatsApp at +60-13-524-0026 or email hi@celestthoi.com if you have any questions. You will receive an email notification once your refund is processed.
Ship your return package using a trackable and insured shipping method, and keep a record of the tracking and courier details.
Celest Thoi is not responsible for shipping fees or lost returns. Address return packages to:
Celest Thoi Returns
NO. 28, JALAN CENDERAI 1,
59100 BANGSAR, Kuala Lumpur, Malaysia
#Order Number