WHAT IS Made-to-order?
A Made-to-order is a purchase for an exclusive product that is not yet in stock, and is especially made for you upon placing your order (Made-to-order).
HOW DOES Made-to-order WORKS?
- Made-to-order products are clearly marked as “Made-to-order” on the product page. To secure your item, full payment is due at checkout.
- Our team will keep in touch with you for sizing, colour, fabric choices, and etc, via WhatsApp or video call. In the process, fabric choices may be sent to you if necessary (Malaysia only).
- For all Made-to-orders, please allow up to 30 – 50 days for production.
DO YOU PROVIDE ALTERATION SERVICES?
Yes, we do provide alteration services for all our Couture clothings. If you would like to do any alterations, please e-mail us at email@example.com , or WhatsApp +6012-4856863. Service charges apply.
* When purchasing our Couture clothing, please refer to our size chart, and send us the correct measurements, should any alterations is required. Alterations are done before we ship out your order.
CAN I AMEND MY ORDER?
CHANGING A CONFIRMED ORDER
Due to security reasons, our customer service are unable to make any amendments after you have confirmed your order. This is because our production team will immediate start to work on your order once it is confirmed in order to complete it as soon as possible so that it can be shipped out to you.
If an order is cancelled, no cash refund is offered. We only offer refund in terms of store credit (1 year validity).
HOW TO EXCHANGE OR RETURN?
Keith Kee has a return policy, EXCEPT for accessories, Made-to-orders, and any products that are specifically stated non-returnable. All returns must be sent to Keith Kee within 7 days (Malaysia) / 14 days (Outside Malaysia) of receipt.
- Contact our customer service by e-mailing us at firstname.lastname@example.org , or WhatsApp +6012-4856863 to reserve your exchange item, or for a refund.
- To pack the product(s)
• All products must be unworn, unwashed, unaltered and in its original condition with tags attached.
• Fill in the Return / Exchange slip (which comes with your shipment)
• Pack product(s), purchase invoice, and the above mentioned slip into the shipping box
• Fill up the courier label and paste on top of the parcel.
- Post the parcel using any courier services
• Drop off the parcel at the nearest courier service hub
• You will be notified once your parcel have been received and process through e-mail or WhatsApp.
Return your product(s) to the address below:
Keith Kee Couture SDN BHD
P-01-05, Tropicana Avenue, No.12
Persiaran Tropicana, Tropicana Golf & Country
47410 Resort, PJU3, Petaling Jaya, Selangor
* Keith Kee reserves the right to decline any returns, and send the product back to the customer, if the product does not meet our Return / Exchange criteria.
* All refunds are in the form of the store credits. (NO CASH REFUND)
* Return shipping is borne by the customer. We are not liable for any loss / damage until the parcel is received by us.
DEFECTIVE / INCORRECT PRODUCT(S) RECEIVED
If we have sent you an incorrect / defective product, kindly contact our customer service at email@example.com , or WhatsApp +6012-4856863 with following details:
- Your order number
- The reason for the return(e.g. incorrect / defective product)
- The serial code found on the product tag
- Pictures of the defective area
* All products must be dry-cleaned. We do not guarantee that the products will not be altered (colour runs, shrink, etc) after washed, and if it happens, Keith Kee will not be responsible and no return request will be entertained.
* An exchange will be done if the product(s) sent to you is defective / faulty.
* A refund will be processed if the product(s) is not available for exchange.
* All refunds are in the form of store credits. (NO CASH REFUND)
* There may be 1cm-2cm difference in our given measurements. Please allow 20% of colour variation in real product compared to actual product. Colour of product may vary due to studio lighting. In such cases, the variance are not considered as a defect.
HOW LONG DOES IT TAKE TO GET MY PACKAGE?
- 3-7 working days within West Malaysia; 7-14 working days within East Malaysia
- 10-20 working days to Singapore
- 3 weeks to Australia
- Made-to-orders are shipped out after the production of 30-50 days.
- Our customer service will keep in touch with you regarding the estimated delivery date.
* We will do our best to keep delays to a minimum, and will update you on the progress of your order.