Last updated: 2 November 2026

When you can request a return or exchange

We accept returns or exchanges if your order:

• arrives damaged during delivery,

• has a manufacturing defect, or

• is not the item you ordered.

Please contact us within 7 days of receiving your order. We are unable to accept returns for change of mind.

Items that cannot be returned

• Personalised, customised or bulk/corporate orders.

• Food and drink items (such as organic tea and ginger tea) and personal care items (such as soap and candles) once the seal or packaging is opened.

• Items that have been used, washed, altered or damaged through misuse.

• Sale or clearance items, unless they are defective.

• Gift cards and vouchers.

A note on handmade products

Many of our products are handmade by local artisans using natural materials such as mengkuang (screwpine), wood, jute, rattan and leather. Small differences in colour, pattern, size and texture are part of each piece’s character and are not considered defects.

How to request a return or exchange

1. Contact us by WhatsApp at +6012-484 5521 or email marketing.lailai@gmail.com within 7 days of receiving your order.

2. Share your order number, a short description of the issue, clear photos of the item and packaging, and a full unboxing video.

3. We will reply within 3 working days with the next steps. Please do not send items back without our approval.

Return conditions

Returned items must be unused and sent back in their original packaging, with all tags, accessories and any free gifts included.

Exchanges and refunds

• Once we receive and inspect the item, we will send you a replacement or exchange of the same item, subject to stock.

• If a replacement is not available, we will offer store credit or a refund to your original payment method.

• Approved refunds are processed within 7–14 working days. The time it takes to reach your account depends on your bank or payment provider.

Return shipping costs

If the return is due to our error (damaged, defective or wrong item), we will cover the return shipping cost. Return shipping for any other approved return is paid by the customer.

Purchases from our outlets

For items bought at our Langkawi outlets, please bring the item together with your receipt to the outlet where you bought it within 7 days of purchase.

Order changes and cancellations

Orders cannot be changed or cancelled once they are being processed. If you made a mistake, please call us at +6012-484 5521 immediately after placing your order and we will do our best to help.