FAQ

Kualesa is a direct-to-consumer online brand selling apparel made from bamboo textiles.

Kualesa is a blend of two Malay/Indonesian words, Kuat and Selesa, meaning "strong" and "comfort". These two words were carefully selected as they embody the strength and core values of our company, customers, and garments while reminding us that truly comfortable apparel is not only how it feels, but how it's made.

Most of our sales are made through our website. We do have stockists that carry our products, and we're expanding our offline presence!

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Please refer to our Shipping & Delivery page.

Please allow up to 2 business days for your order to be processed. All orders should arrive within the guidelines given on our Shipping & Delivery page.

Kindly note that, when you submit an order, we will start to process your order immediately to ensure the quickest delivery. If your order has already left our warehouse, we’ll need some time to rectify the issue and plan for any potential return or exchange. Please send us an email at info@kualesa.co or drop us a message to our live consultants via our Live Chat immediately if you change your mind about your purchase. This is for us to check your order status and modify it accordingly.

If your order has been delivered, kindly refer to our Returns and Refund Policy page for more information.

Don’t worry! Our fulfilment and logistics partner will re-deliver your parcel two more times or notify you to collect it from the nearest 3PL collection hub.

You will receive a confirmation email right after you place an order, which will include the expected ship date(s) for your items. You will receive another email when your order is shipped out!

Once you receive your Tracking Number, you can track it on our Track My Order page.

The order confirmation should be sent right away after placing the order. Please check your spam or junk folder just in case it went there! If you have not received anything after 24 hours, please send us an email at info@kualesa.co to check your order status.

The tracking number will be in the shipping update email which will be sent out a few days after you place an order. Do check your spam or junk folder as well, otherwise let us know at info@kualesa.co if you have not received it.

If you have placed an order for a pre-order category of item together with an in-stock item (our pre-order items are usually distinguished with a "Pre-Order" button and a "Pre-ordered item" tag in your cart), we will be sending that out as one parcel when the pre-ordered item arrives.

Your in-stock item will be reserved for you and sent off as soon as the complete order can be fulfilled.

Please visit the Returns & Refund Policy page to find out more.

Don't worry! We offer free size exchanges within 7 days of receiving your top. Please visit our Returns Portal to initiate the process.

Please see our Returns & Refund Policy for more details.

A return can take an average of seven (7) business days to process, depending on your location. After we receive your item, your exchanged item will be sent out. Please refer to our Shipping & Delivery page for more details.

We're sorry to hear that! If any of the following conditions are satisfied, you may be eligible for a free exchange if:

- Your item is the wrong size;
- Your item is a different design to what you ordered;
- Your item contains defects.

Please visit our Returns Portal or our Returns & Refund Policy for more details.

You could use any of the payment method listed below to pay for your order:

Visa

MasterCard

PayPal

FPX

MAE

GrabPay

All orders will be processed in Malaysian Ringgit (MYR). The currency converter is to be used as a reference only. Please note that additional exchange fees may apply if your currency is other than MYR.

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