Last updated: 1 October 2026

We want you to love what you ordered. If you do not, here is how returns and refunds work at kilau.

7-day easy returns

You can return most items within 7 days of receiving them, as long as they are unused, in original condition and packaging, with all tags and accessories.

Items that cannot be returned

  • Jewellery that has been worn or resized, and earrings (for hygiene reasons).
  • Watches with removed protective film, scratches or signs of wear.
  • Personalised or engraved items, and gift cards.
  • Items damaged through misuse.

How to return

  1. Contact us within 7 days at hello@kilau.my or WhatsApp +60 12-345 6789 with your order number and photos if the item is faulty.
  2. We will confirm your return and send you the return address.
  3. Pack the item securely and send it back. Return shipping is free if the item is faulty or incorrect; otherwise it is at your cost.

Refunds

Once we receive and check your return, we refund the item price to your original payment method within 7–14 working days. Original delivery fees are refunded only if the return is due to our error.

Faulty or wrong items

If your item arrives damaged, faulty or not as ordered, tell us within 48 hours of delivery and we will replace it or refund you in full.

Exchanges

For a different size or colour, return the original item and place a new order. We will do our best to hold stock for you.