Refund policy

RETURNS & REFUND POLICY

We want you to love your Tracey bag. If something isn't right, here's how returns work.

RETURN WINDOW
Malaysia: within 14 days of delivery. International: within 30 days of delivery (the longer window allows for shipping time).

CONDITION
Items must be unworn, unused and in original condition, with the hang tag intact and in the original packaging. Minor irregularities such as small dents, creases or wrinkles are natural characteristics of vegan leather and are not considered defects.

HOW TO RETURN (approval required first)

1. Email info@traceystar.com or WhatsApp/call 016-329 5507 with your order number (and photos, for any defect).
2. Wait for our return approval and instructions.
3. Ship the item back using a trackable service — we can't be responsible for returns lost in transit.
   Unapproved returns may not be accepted. We reserve the right to apply a restocking fee on excessive or repeated returns.

NON-RETURNABLE ITEMS
For fairness and hygiene, we can't accept returns on: Final Sale / clearance items (unless a genuine workmanship flaw with hang tag intact); free gifts and gift-with-purchase items; promotional items (e.g. "2nd item @ RM1"); gift cards; personalised items.

REFUNDS
Once we receive and inspect your return (please allow up to 14 days), we'll email you the outcome. Approved refunds are issued to your original payment method for the product price only — original shipping fees are non-refundable. Your bank may take a further 5–10 business days to display the refund. Items returned used, damaged or without their tag may be declined or partially refunded.

EXCHANGES
The fastest way to exchange is to return for a refund (or store credit) and place a new order.

FAULTY OR WRONG ITEMS
If your order arrives faulty or incorrect, contact us within 7 days of delivery with photos. This is on us — we'll arrange a replacement or full refund and cover the return cost.

ORDER CANCELLATION
Email us as soon as possible. We can usually cancel orders not yet dispatched; once shipped, the standard return process applies.

INTERNATIONAL ORDERS
• Store credit: Change-of-mind returns on international orders are refunded as store credit (an e-gift card code) for future purchases rather than cash, to offset the high cost of cross-border returns. Faulty or incorrect items are always eligible for a full refund or replacement.
• Return shipping: You are responsible for returning the item to our address in Malaysia using a trackable service. Original shipping fees are non-refundable.
• Duties & taxes: Import duties or taxes you paid on delivery are collected by your local customs/courier — not by us — and cannot be refunded. Any customs charges on the returned parcel are the customer's responsibility.
• Currency: Store credit and refunds are issued in Malaysian Ringgit (RM); we're not responsible for exchange-rate differences.
• Timeline: Please allow extra time — international return transit can take 1–4 weeks, plus up to 14 days for inspection.

Questions? Email info@traceystar.com or

call/WhatsApp 016-329 5507 — we're happy to help.