Orders Policy

Can I cancel my order?

  • Unfortunately, we are not able to cancel an order once it has been placed.

I put the wrong address on my order, what should I do?

  • Please be careful when entering your shipping address, Calain Beauty will not be responsible for orders sent to the incorrect delivery address provided by the customer.

I have not received my order confirmation, what should I do?

  • Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at calainbeauty@gmail.com with your inquiry.

How can I check the status of my order?

  • Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order. Or you can check your order status here.

How can I track my package?

  • Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on your Calain Beauty tracking page.

My package seems to have stopped moving?

  • If your package stops moving at any point, do not fret! It is still on its way to you. Occasionally, there may be delays due to weather and/or traffic events. If this happens, your tracking page will be updated with the latest shipping status.

Do you offer returns?

  • We are unable to offer refunds, returns, or exchanges. All sales are final. Please note, Calain Beauty reserves the right to refuse all returns, reshipments, and refunds.
  • In the unlikely event that a product arrived damaged, the customer must contact customer service within 48 hours of receipt. The customer must include photos of the issue and a screenshot of the order confirmation email.

Do you offer exchanges?

  • Unfortunately, we are unable to process exchanges at this time.

I refused my delivery, where is my refund?

  • Refused delivery will incur an RM10 restocking fee and outbound shipping will not be refunded. Please allow up to 5 business days for your refund to appear once we process the return. PLEASE BE ADVISED THAT REFUSED OR UNCLAIMED DOMESTIC ORDERS WILL NOT BE REFUNDED.

My items arrived damaged, what should I do?

  • Please contact us immediately, within 48 hours of receiving the order, at calainbeauty@gmail.com. Please provide us with your order number and multiple photos of the damaged products.

I received incorrect items in my order, what should I do?

  • Please contact calainbeauty@gmail.com within 48 hours of receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.