FAQs

KALISA

About KALISA

Who is KALISA?

KALISA is a luxury brand from Vietnam, specializing in high-quality designer clothing and hand-crafted dresses. We combine traditional Vietnamese craftsmanship with modern design and expert tailoring to create timeless pieces that fit beautifully, feel incredible, and inspire confidence.

Learn more About Us.

What makes KALISA different from other luxury brands?

At KALISA, we offer more than just fashion—we create a personal experience. Each KALISA dress is hand-crafted by our skilled artisans, ensuring exceptional quality and precision tailoring for a perfect fit that celebrates your individuality.

Discover what sets KALISA apart here.

Why are KALISA dresses priced at a premium?

Our prices reflect the meticulous craftsmanship, premium materials, and the countless hours our talented artisans dedicate to perfecting each piece. Every dress is designed not only to showcase exceptional artistry and tradition but also to deliver a flawless fit tailored to you.

Learn more about our making process on KALISA's Craftsmanship page.

KALISA

Products

Where are KALISA’s dresses manufactured?

All KALISA garments are crafted in our manufacturing atelier in Vietnam, by our in-house team of skilled designers and artisans, ensuring our commitment to quality and craftsmanship shines through.

Learn more about our making process here

Are KALISA's dresses ethically made?

Absolutely! All our dresses are made in our in-house atelier, ensuring ethical labor practices and exceptional attention to detail.

Learn more about our making process here

Are KALISA dresses handmade?

Yes! From the choice of fabric to the intricate embellishments, each KALISA dress is meticulously handcrafted by our artisans to offer a unique work of art that cannot simply be replicated.

Learn more about our making process on KALISA's Craftsmanship page.

Does KALISA offer custom designs?

Unfortunately, KALISA does not offer custom designs at present.

Does KALISA offer custom tailoring?

Yes! We provide custom tailoring services for tailored perfection at NO extra cost. Simply select the Custom Size option for your favorite product, fill in your exact measurements, and your perfect fit is on its way!

How do I care for my KALISA dress?

Every KALISA piece is made from the finest materials, which require proper care to maintain their texture and sheen. Please check the garment’s care label for specific instructions before washing. Detailed care instructions are also provided with every item on its specific product page.

If you have any questions about the product's maintenance, don't hesitate to Contact Us.

KALISA

Size & Fit

Is KALISA's clothing true to size?

Yes, KALISA garments are true to size with a tailored fit. If it’s not perfect, don’t worry—we’ve got you covered with our Perfect Fit Guarantee for your Custom Sizing purchase.

Please check out our Size Guide or Contact Us with your exact measurements to find the perfect fit for yourself.

How can I ensure the perfect fit?

Each KALISA dress includes a detailed Size Chart to help you find your ideal fit. Additionally, we offer a "Custom Size" option for tailored perfection at no extra cost. If you are unsure about your size, our Customer Support Team is happy to assist with sizing advice.

Can I request custom sizing?

Yes, KALISA offers a Custom Size option at no extra cost, allowing you to enjoy a dress tailored exclusively for you. Simply select the Custom Size option for your favorite style, fill in your exact measurements, and your perfect fit is on its way!

Do you offer dresses for petite or plus sizes?

Yes. Our collection includes a variety of styles and sizes, and we offer custom tailoring for specific needs. If you worry about your size, Contact Us with your exact measurements to find the perfect fit for yourself.

KALISA

Orders & Delivery

How can I place an order?

Placing an order with KALISA is seamless and hassle-free. Explore our online collections, choose your desired item, and proceed through the secure checkout process. 

If you need help at any step, our dedicated Customer Support Team is ready to assist. Contact Us now.

How can I track my order?

Tracking your order is simple with KALISA.

  1. Order Confirmation Email: After placing your order, you will receive an order confirmation email containing your order number and details. Once your order is shipped, you'll receive a shipping confirmation email with a tracking number and a link to track your shipment.
  2. Visit Kalisa Website: Log into your account on Kalisa.com, navigate to the "My Orders" section, and select your order to view tracking details.
  3. Direct Link: If you don’t have an account, simply use the tracking link sent in your shipping confirmation email to monitor the progress of your delivery.

If you are having trouble tracking your order or if you didn’t receive a tracking number, Contact Us for assistance.

Why didn't I receive a confirmation email after placing my order?

If you haven’t received a confirmation email after placing an order, please check your spam or junk folder. If it’s not there, ensure the email address provided at checkout is correct. 

For further assistance, Contact Us with your full name and order details, and we’ll help you verify your order.

Do you offer international shipping?

Yes, Kalisa ships to various countries worldwide, but availability may depend on your location. During checkout, you can see if international shipping is available for your country. Please note that shipping times and costs vary depending on your location. 

For more information, visit our Shipping Policy page or Contact Us for assistance.

How long will it take for my order to arrive?

Delivery times vary depending on your location. Typically, domestic orders arrive within 7-10 business days, while international orders may take 10-15 business days. Please note that customized orders require an additional 5-7 business days for completion and delivery.

For more accurate estimates, please check our Shipping Policy page or Contact Us for assistance.

Why haven’t I received my order yet?

If you haven’t received your order yet, it could be due to delays in processing or shipping. First, check the tracking information provided in your shipping confirmation email for updates. 

If your order status hasn’t been updated or you didn’t receive tracking details, please Contact Us, and we’ll investigate the issue and provide further assistance promptly.

Can I cancel my order?

If you have any problems with your order, please Contact Us as soon as possible, and we’ll do our best to assist you within 10 hours.

Please note that once your order has been confirmed, cancellations are not allowed due to the custom nature of many KALISA products. However, you can choose to keep the item or contact us for a return or exchange after receiving it.

For more information, check our Return and Refund Policy.

Can I make changes to my order?

If you need to make changes, please Contact Us within 10 hours of placing your order. Once your order has been processed, your request for changes will not be applicable.

What if my package shows delivered but I have not received it?

If your tracking information shows that your package has been delivered but you have not received it, please take the following steps:

  1. Check Your Surroundings: Look around your delivery location, including your front door, mailbox, or any other designated area.
  2. Ask Neighbors: Check with your neighbors to see if the package was delivered to them by mistake.
  3. Contact the Carrier: Reach out to the shipping carrier with your tracking number to confirm the delivery details.

Contact Us: If you’re unable to locate your package after all, please Contact Us with your order details, and we’ll work with you to resolve the issue promptly.

KALISA

Returns

How do I initiate a return?

To initiate a return, please Contact Us within 30 days of receiving your order. Include your order number and the reason for the return.

For more information, check our Return and Refund Policy.

What items can I return?

You can return items within 30 days of receipt that are unworn, undamaged, and have all original tags attached. Customized items are not eligible for return unless there is a manufacturing defect.

For more information, check our Return and Refund Policy.

What items cannot be returned?

Non-returnable items include sale items, final sale items, customizable items, swimwear, underwear, accessories, jewelry, shoes, bags/handbags, gift items, and gift cards.

For more information, check our Return and Refund Policy.

How can I return my order in the US?

To return your order in the US from KALISA, ensure that the item is eligible for return within 30 days of receipt.

  1. The item must be in original condition (unworn, unwashed, and have all original tags attached. Items that are not in their original condition may incur cleaning charges or may be refused.
  2. Certain items, such as final sale items, customizable orders, or intimate apparel, may not be eligible for return.

For more information, check our Return and Refund Policy. If you need assistance or have questions about the return process, please Contact Us.

Do I have to pay any fee for my return?

Your first return is free of charge (excluding self-posted returns). You will be responsible for return shipping costs and any additional expenses incurred for subsequent returns unless the returns are for defective or incorrect products.

For more information, check our Return and Refund Policy.

Can I receive a full refund?

Yes, you can receive a full refund for eligible items returned within 30 days of receipt, provided they are in their original condition—unworn, undamaged, and with all original tags attached. Please note that Custom Sizing items are not eligible for returns, refunds, or exchanges unless there's a manufacturing defect.

For more information, check our Return and Refund Policy.

Can I return items purchased on sale?

Sale items marked with a crossed-out original price and final sale items are not eligible for return unless defective.

For more information, check our Return and Refund Policy.

How long does it take to process a return?

Once we receive your returned item, it typically takes 7-10 business days to process. Refunds will be issued to your original payment method.

For more information, check our Return and Refund Policy.

What should I do if the package is damaged in transit?

If your package arrives damaged, please take clear photos (or videos) of the damaged packaging and contents immediately. Reach out to our Customer Support Team with your order details and evidence within 7 days of delivery, and we will assist in resolving the issue promptly.

For more information, read our Return and Refund Policy.

What should I do if I receive the wrong item?

If you receive an incorrect item, please Contact Us and we can resolve the issue promptly. Please note that you will need to provide an unboxing video and clear photos of the incorrect item as evidence.

What should I do if I receive a defective/stained item?

KALISA always strives to deliver to you the best quality products. If you receive a defective/stained item, please Contact Us to report it within 7 days of delivery. You will need to provide an unboxing video and clear photos of the defect as evidence.

For more information, check our Return and Refund Policy.

What if my return is unidentified?

All unidentified returned items will be disposed of after 30 days from the date of return arrival. Please ensure you include your order number and details with your return.

For more information, check our Return and Refund Policy.

How do I track my return?

You will need to retain the tracking information from your return shipment to monitor its status. Once it arrives at our warehouse, we will notify you regarding the inspection and refund.

How will my refund be processed?

Refunds are issued to your original payment method after the returned item is inspected. Please allow 7-10 business days for processing.

For more information, check our Return and Refund Policy.

KALISA

Payments

What payment methods do you accept?

KALISA accepts a variety of payment options, including major credit/debit cards (Visa, MasterCard, American Express, and Discover) and PayPal.

For more details, contact us here

How can I use my discount code?

Simply enter the discount code at checkout. Type or copy and paste the exact code into the "Coupon Code" field and click "Apply" to see the updated total. If you encounter any issues, please Contact Us for assistance.

Can I use more than one discount code on my order?

No, only one discount code can be applied per order (including our free shipping codes).

Why is my discount code not working?

If your discount code is not working, it may be due to one of the following reasons:

• The code has expired.

• The code does not apply to the items in your cart.

• The minimum purchase amount required for the discount has not been met.

• The code has already been used.

Please double-check the terms and conditions of the code. If you are still experiencing issues, please Contact Us for assistance.

What if I placed my order but forgot to use my discount code?

Unfortunately, we cannot apply a discount code to an order after it has been placed. We encourage you to double-check and apply the code at checkout for future orders.

Where can I get a discount code to use on my order?

Promo codes are often shared through our email newsletter, social media channels, and special promotions on our website. Be sure to subscribe to our newsletter and follow us on social media to stay updated on the latest offers and discounts.

KALISA

Accounts

How do I create an account with KALISA?

You can easily create an account by heading to the "My Account" section at the top-right corner of our website, clicking on “Create Account”, and filling in your details to get started.

If you need help at any step, our dedicated Customer Support Team is ready to assist. Contact Us now.

Can I sign in with my Facebook account?

No, currently KALISA does not support signing in with Facebook or other social media accounts. You can log in using your email address and password. If you don’t have an account yet, you can easily create one through the "My Account" section on our website.

For further assistance, Contact Us.

What can I get when having a KALISA account?

With an account, you can track your orders, save your preferences, manage your wishlist, and enjoy a faster checkout process. By joining KALISA, you can also get updated on our exclusive promotions and collections.

Why can’t I log into my KALISA account?

If you’re unable to log into your account, it may be due to one of the following reasons:

  • Incorrect email or password: Double-check your login credentials. If you’ve forgotten your password, click the “Forgot Your Password” link to reset it.
  • Account not activated: Ensure you’ve completed the account activation process via the confirmation email sent to you upon registration.
  • Technical issues: If the problem persists, clear your browser cache or try logging in from another device or browser.

For further assistance, please Contact Us.

Can I delete my KALISA account?

If you wish to delete your account, please Contact Us, and we’ll assist you with the process.

Is my personal information secure in my account?

Yes, we use advanced security measures to protect your personal information. 

For more details, please refer to our Privacy Policy.

What should I do if I suspect unauthorized access to my account?

Immediately reset your password and Contact Us for assistance if you suspect unauthorized access.

How can I reset my account password?

If you’ve forgotten your password, navigate to the “My Account” section on the top-right corner of our website, click on the "Forgot Your Password" link on the login page, and follow the instructions to reset it.

For further assistance, please Contact Us.

Can I save my payment details in my account?

Yes, you can securely save your payment information for faster checkout. Your details are protected with encryption technology.

For more details, please refer to our Privacy Policy.

Can I unsubscribe from KALISA newsletters?

Yes, you can unsubscribe from our marketing emails at any time by clicking the 'Unsubscribe' link in our emails. Additionally, you can Contact Us to adjust or limit data collection preferences where applicable.

KALISA

Security & Privacy

Is my payment information safe when shopping with KALISA?

Absolutely! KALISA uses secure payment gateways and encryption technologies to protect your payment information during transactions.

For more details, please refer to our Privacy Policy.

Do you share my personal data with other companies?

We do not sell your data. However, we may share it with trusted partners, such as delivery services, to fulfill your orders.

For more details, please refer to our Privacy Policy.

Can I update or delete my personal information from KALISA?

Yes, you can. You have the right to access and update your personal information. To do so, please Contact Us to request updates or deletion of your personal data as per our Privacy Policy.

What should I do if I suspect a data breach?

At KALISA, we are 100% committed to protecting your privacy and security.

If you believe your data has been compromised, please Contact Us immediately, so we can investigate and assist.

For more details, please refer to our Privacy Policy.

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