Refund & Return Policy

Our approach

Every piece we sell is checked by hand before it leaves our atelier. If anything is not as it should be, we want to make it right. Please read this policy carefully — by placing an order, you agree to the terms below.

Eligibility for exchange

We accept exchanges for items that meet all of these conditions:

• The exchange request is made within 7 days of delivery (we use the EasyParcel delivery date as the start of the window).
• The item is unworn, unwashed, and free of perfume, makeup, or any visible marks.
• All original tags, labels, and packaging are intact.
• You have a clear photo of the original packaging and any defect (where applicable).

Items we cannot accept

• Items marked as Final Sale at checkout.
• Items that have been worn, washed, altered, or scented.
• Items returned without their original tags.
• Items requested for exchange more than 7 days after delivery.
• Vintage pieces (where indicated on the product page) — these are sold as one-of-one.

How to request an exchange

1. Email asmaralokahq@gmail.com or WhatsApp +60 13-307 4212 within 7 days of delivery.
2. Include your order number (the 8-character code from your confirmation email), the item(s) you want to exchange, and clear photos.
3. We will reply within 2 working days with instructions and the return address.
4. Ship the item back via your preferred trackable courier. Return shipping is at your cost unless the item was defective or sent in error.
5. Once we receive and inspect the item, we will arrange the exchange and ship the replacement to you at no additional charge.

Defective or wrong items

If your item arrives defective, damaged in transit, or different from what you ordered:

• Contact us within 48 hours of receiving the parcel.
• Include clear photos of the item and the original packaging.
• Once we verify the defect, we will arrange an exchange at our cost (we cover the return shipping in this case).
• If an exchange cannot be fulfilled because the replacement is out of stock, we will offer a full refund instead.

Refunds

Refunds are only issued in the following situations:

• The item is verified as defective and a replacement is unavailable.
• We are unable to fulfil your order (e.g. stock was sold out before payment cleared) — in this case the refund is automatic.
• Your payment was charged but no order was created — please contact us with the ToyyibPay reference number.

How refunds are processed

• Refunds are made to your original payment method via ToyyibPay.
• Processing on our side takes up to 5 working days from the day we approve the refund.
• Your bank may take a further 3–10 working days to reflect the credit, depending on the issuer.

Cancellations

• You may cancel an order any time before payment is completed. Simply do not proceed with the ToyyibPay payment and your order will be auto-cancelled.
• Once payment is cleared, cancellation is at our discretion and only possible if the order has not yet been packed for shipping.
• To request a cancellation, contact us immediately using the details below.

Sale items

Items marked as Final Sale are not eligible for exchange or refund except where the item is defective.

Vintage pieces

Vintage and one-of-one pieces are sold as-is. We describe condition honestly on the product page; once sold, they are non-refundable and non-exchangeable.