Frequently Asked Questions
Order & Shipping
How long does shipping take?
Standard shipping within Malaysia takes 1-5 business days to arrive. International orders may take longer to arrive due to unforeseen circumstances and custom clearance processes.
Do you offer international shipping?
We currently ship to:
If your country is not listed here, please contact us at care@keaestudio.com. Shipping costs and delivery times vary by location.
I have issues with my order, how do I reach out for help?
Please contact us at care@kaeastudio.com for any enquiries and issues. Our customer service hours are Monday to Friday, 10am - 5pm (excluding weekends and Malaysia public holidays)
Exchange & Refund
What is your return/refund policy?
We accept returns for exchange or store credit within 7 days, as long as your item is unworn, unwashed, and in perfect condition with tags attached.
We only offer cash refunds for faulty or defective items within 7 days of receiving your order.
Note: Sale items are final and can’t be returned.
To start the process, please email us at care@kaeastudio.com to request an exchange form. Please note we do not cover shipping costs for the exchange item and the cost to re-ship the items, the customer will need to bear the additional costs.
How long does your refund process take?
Once we've settled on all the details, please note that it will take up to 7-14 business days for you to receive your refund. If you have not receive your refund after the time period stated, please email us at care@kaeastudio.com and we'll look into it.