Returns & Refunds

Can I return and get a refund on any Naelofar product?

While most of our products can be returned with no questions asked, here are some of the products that are not eligible for the 30-days return and refund policy:

• Products that are purchased during sales or with vouchers.

• Products that have been used, altered or washed.

• Inners, instant hijabs, scrunchy, hand socks, clothing inners and face masks due to our strict hygiene policy.

• Fragrances, hijab mist, hand sanitiser, and personalised products.

• Delivery boxes, Gift box and packaging materials.

We reserve the right to reject your return/refund request at our sole discretion.

All late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal. 

 

What is the process to return a Naelofar product?

Follow these simple steps to make your return & refund journey with us a smooth one! :

• To submit your request, please email to [email protected] with the following details:

- Order ID

- Return reason

- Proof of defect (videos/pictures), if applicable

- Your bank details (for refund process)

• We will vet through your request and guide you accordingly.

• Once your return request is accepted, you may proceed with returning the item.

• Return product(s) will be inspected by us and products in which conditions do not meet our policy will be rejected and returned back to you.

• The refund process will take up within 7-14 working days and you will receive it in the original method of payment during your initial purchase.

• The refund will solely be on the product(s) returned and will not include shipping fee.

• We do not accept walk in returns to our warehouse/boutique.

• Please note that customer will bear the shipping cost for the returned products.

 

Once refunded, will my FashionPass Points be deducted from my account?

Points will be reversed according to the refund amount, at Naelofar’s sole discretion.

 

I’m not from Malaysia. Will I still enjoy the 30-days return and refund policy?

Yes, the same policy applies and the refund will be given via the same original method during your initial purchase . For defective products, Naelofar will reimburse the courier fee as well. 

 

I received the wrong Naelofar product/size when I purchased it during the sale, can I still enjoy the 30-days return and refund policy?

We are sorry for sending you the wrong product/size. However, please enjoy our 30-days return and refund policy. You will receive the refund in the original method of payment and value during your initial purchase.

 

How do I contact your customer service team regarding my order inquiries?

You may contact us through:

• Email: [email protected]

• Please note that our working hours are Monday to Friday: 9am to 6pm excluding Public Holidays. Emails sent outside these hours will be replied on the next working day.