Return Policy
What we take back, how long you have, and who pays for what.
If something is not right, we would rather have it back than have you keep a piece you will never wear. This page is the whole policy — what we accept, what we do not, and who pays for what.
The short version
- Tell us within 7 days of your parcel arriving.
- Post it back within 7 days of us confirming.
- Unworn, unwashed, tags still attached.
- Refunded to how you paid, within 7 working days of it reaching us.
- Underwear and made-to-measure pieces cannot be returned.
What you can send back
Almost everything. If it does not fit, does not suit you, or is simply not what you hoped for, send it back.
Sale pieces included. A discounted piece is returnable on exactly the same terms as a full-price one. We do not think a lower price should buy you a worse policy.
If you ordered two sizes to compare, that is fine — keep one, return the other.
Condition
We resell what comes back, so it has to be resellable:
- Unworn and unwashed. Trying it on is not wearing it.
- No makeup marks, perfume, smoke or pet hair.
- Tags still attached.
- In its original packaging where you still have it.
We check every return when it arrives. If we cannot accept one, we will tell you why and send you a photo of what we found — and post the piece back to you at our cost. We will not quietly keep it and quietly refuse.
What cannot be returned
| What | Why |
|---|---|
| Underwear and intimates | Hygiene. This includes bras, briefs, and anything worn next to the skin. |
| Pieces made to your measurements | A Calyn Customade piece is cut for one person and cannot be sold to anyone else. |
Neither of these applies if the piece arrives faulty, or if a customade piece does not match the measurements you gave us. That is our mistake, and we remake it or refund you.
Please check the size guide before ordering either.
Things that are not faults
Being straight about this now is better than disagreeing about it later.
- Colour on a screen. Every screen renders colour differently. We photograph in daylight and do not adjust the colour of a garment. If what arrives is plainly a different colour from the photograph, that is ours to fix — a shade's difference is not.
- Measurements within 2cm. Every piece is cut and sewn by a person, so no two are identical to the millimetre. A garment within 2cm of the flat measurements on its product page is made as intended.
- The character of the material. Linen creases and has slubs. Wool has a halo. Tencel relaxes with wear. These are what the fibre is, not a defect in the piece.
You can still send any of these back — they are simply a change of mind rather than a fault, so the return postage is yours.
Who pays the postage
You changed your mind — you pay to send it back, and the original shipping you paid is not refunded.
We got it wrong — wrong piece, faulty, damaged in transit, or a customade piece that does not match your measurements — we pay both ways, and you get the original shipping back too.
Please use a trackable service. Until the parcel reaches us it is still your parcel, and we cannot refund something that never arrives.
How to start a return
- Email hello@calyncadeau.com within 7 days of delivery. Include your order number and what is wrong. If it is damaged or faulty, attach a photo — it saves a round of messages.
- We reply within 1–2 working days confirming the return and giving you the address to send it to.
- Post it within 7 days, with a note of your order number inside, and send us the tracking number.
- We check it when it arrives and refund you within 7 working days.
We do not publish a return address, because we want to know a parcel is coming before it turns up. Please wait for step 2 rather than sending anything to an address you found elsewhere.
Refunds
We refund to the account or card you paid from — we cannot send it somewhere else, and we do not give store credit instead unless you ask for it. There is no restocking fee.
We send the refund within 7 working days of the parcel reaching us. How soon it shows up after that is your bank's doing, not ours; cards in particular can take a few more days.
We refund what you paid for the pieces you sent back. Two details worth knowing:
- Original shipping is not refunded on a change of mind. It has already been spent getting the parcel to you. If the return is our fault, we refund it.
- Free shipping is not clawed back. If your order qualified for free shipping and returning part of it drops the total below RM150, we do not go back and charge you for the delivery. You keep it.
Exchanges
We do not hold stock aside for exchanges — sizes move quickly and we would rather not promise something we cannot keep.
The fastest route is to return the piece for a refund and place a new order for the size you want. If you are worried about the size selling out, order it now and return the first one when you can; the refund is processed exactly the same way.
If something arrives faulty, wrong or damaged
Send us a photo within 7 days and we will sort it out at our cost. You choose: a replacement if we still have your size, or a full refund including the shipping you paid.
You will not be asked to chase the courier yourself. That is our job.
Returns from Singapore
The policy is the same, with three things that only apply across a border:
- Return postage is international, and on a change of mind it is yours to pay. It is worth reading the size guide carefully before ordering.
- GST and duties you paid the courier are not ours to refund. We never received that money. Singapore Customs may allow you to reclaim it directly on a returned item.
- A refused parcel is treated as a return. If a delivery is refused because of the import charges, we refund the pieces but not the shipping, and the cost of the parcel coming back to us is deducted.
Changed your mind before it ships?
Email us as quickly as you can. If it has not been packed yet we will cancel it and refund you in full. Once the courier has it, it becomes a normal return.
Your rights
Nothing on this page reduces the rights you have under the Malaysian Consumer Protection Act 1999. Where the law gives you more than this policy does, the law wins.
Anything unclear, ask before you order rather than after — we are happy to help. Shipping rates and delivery times are on the shipping page.