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Return/Refund Policy

Thank you for shopping with us! If you are not satisfied with your purchase for any valid reason, you may return it for an exchange or a refund within 14 days from the date of delivery. 

If 14 days have passed since your parcel was delivered, you are not entitled for a refund or exchange of any kind. Please contact us at or through our website chatbot at

Please read below for more information on our Return / Refund policy.

  • Upon receiving your item(s), please contact us immediately if the item is defective or if you have received the wrong item(s).
  • Supporting evidence (eg. images / videos of the items, packaging, parcel) are required to ensure a smooth return / exchange process.
  • The return item(s) MUST be unused, unworn and in the same condition as it was received along with the original packaging, and the original price tag MUST be intact.
  • Special Price items, sales items, gift vouchers, perishable goods, innerwear, earrings, bedding, bath and personal care items (beauty, cosmetics, fragrance products etc.) cannot be returned, exchanged or refunded, unless the item is defective or wrongly sent.
  • Returns, exchange or refund will be processed within 14 working days or more, depending on the type of item(s) returned.
  • Returns are free if the product you received is wrong or defective, otherwise the shipping charges will be borne by you.
  • A final inspection will be done to ensure the return item(s) are in their original condition. Refunds will be made only if the return item(s) have met the Return / Refund Policy requirements as listed above, via your original mode of payment.
  • We will notify you via email if the refund is approved or rejected.
  • If the refund is approved, the refund will be processed automatically. Depending on your bank / e-wallet’s policy, it can take up to 14 working days for the refund amount to be credited into your account. 
  • Shipping charges are non-refundable. If the item(s) has been discounted either by discount promotion or promo codes, the amount that is refundable shall be based on the net amount (after deduction of promotion value and shipping charges).
  • Returns that do not meet our policy will not be accepted, and will be returned to you at your cost.
  • Please pack the item(s) to be returned with the original packaging or any other proper packaging as required by the courier service provider and address it to:
 E-Commerce Department,
 Level 3, Isetan The Japan Store, Lot 10,
 50 Jalan Sultan Ismail, Bukit Bintang,
 50250 Kuala Lumpur. 
  • The return parcel is under your responsibility. Isetan Kuala Lumpur is not liable for any lost return parcel/additional taxes incurred for return parcels.