Buyer Protection

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I’m a new customer. How do I order ?

Welcome to Dhause. Our company, Karuna (Sarawak) Enterprise Sdn Bhd (972491-T) and hereby trading as “Dhause” and its related entities. Dhause ( is owned and administered by Karuna (Sarawak) Enterprise Sdn Bhd (972491-T). When you are ready to proceed to checkout, click on ‘Proceed to Checkout’. Please have the bank or credit card details ready as well as delivery address.

Do you have a shop?

No we don’t have a shop. We are 100% based on the internet. However if you want to visit our office, kindly contact our customer service at TEL : (+0350) 331 646 / (+082) 576 113 or via EMAIL : [email protected]

Can I call you?

You are always more than welcome to call us at (+0350) 331 646 / (+082) 576 113. Lines are open
Monday – Friday: 09:00 to 17:00.
We look forward to hearing from you.

The product I want is sold out – will you receive it later?

Unfortunately some products get sold out. Customer service might answer if a specific product will be in stock again. We can only recommend you to have a look at our site, and also subscribe to our newsletters to receive information regarding new products.

I need more info regarding a specific product.

We write as much info as possible on our products such as size, colour, materials and if the product for example is slimfit. If you need further information then please write to the customer service.

The product I have bought is now cheaper – do you pay back the difference?

Unfortunately we are not able to refund the difference for customers who have bought a product which later in time, was reduced in price. We recommend that you subscribe to newsletter to keep up to the latest promotions and offers to avoid disappointment.

Payment in General

Prices are shown in RM (MYR). All prices inclusive Malaysia GST of 6%. We have the right to change prices at any time. We do not offer tax free purchases on orders if you are shopping from outside the country. We are not responsible for the payment of customs, taxes or tariffs in your country.

Which payment method do you accept?

We accept the following payment methods:
• senangPay
• Online Payment Gateway
• MasterCard

How to use the credit card?

Pay safely and securely by PAYPAL & SenangPay

In the payment phase you will receive an overview of the products you have added to the basket and the total price as well. When you choose “Go to Checkout”, you will be redirected to our secure server where you have to enter the following:

• Credit Card number
• Expiry date
• Control digits

If you don’t fill out these fields correctly then your purchase can’t be registered. After this press button “Accept” and the amount is reserved. The amount is first withdrawn when we ship your order from Dhause. You will receive invoice when you receive your order.

Can I self collect / pick up?

Unfortunately it’s not possible to pick up your order from our warehouse or office.

My order is a gift – can I add a card?

Yes, you will be able to do so. We offer a variety of design for packaged gift. Please email / call customer ser-vice with regards to this.

I have made an order… Can I change my order?

Only if we have not packed your order. We pack all day so we need your change as soon as possible so we are able to change your order. Call us or email us as soon as possible.
If I am not at home when my package arrives – what happens then?
Our courier services will place a note in your letterbox and you can afterwards pick it up at your local postal office. We recommend that you put in your work address where there will always be someone to receive it.

What is the time of delivery?

Orders are shipped within 2 working days from order placement. Exceptions are items to be ordered from the manufacturer, if not in stock. Normal delivery time to addresses in Malaysia is within 3 to 7 business days after the purchase. The goods are sent by either Citylink, Speedline and Poslaju. All goods are supplied while stocks last. Note: We reserve the right to correct price errors.

Can I track my order?

Orders sent as parcels will have a track-and-trace number which you can look up at:

City Link Express
GD Express

It might take 36 hours before the parcel is registered.

Can I return or change a product at your office or warehouse?

No it’s not possible to come to our office to return or swap a product. If you want to swap a product we deliver the swapped product to your home address. It’s important that you fill out the return form together with the products you want to swap or else we are not able to change your products.

I need to return a product.

You are always welcome to return products. You can return products 7-14 days after you have received your order. If you regret your purchase – then you have to return the product in the same condition as you received the product. The refund will be transferred to your account within max. 7-14 days since the moment when we receive the product. It can take up to 7-14 days for the return parcel to be accepted and processed by our return stock. It’s important that you write your name, the invoice num-ber and that you want a refund. For more details, check our D’Hause Return Policy to make sure your item is eligible for re-turn.

If your return meets all requirements, return can be initiated via the Online Returns Form (recommended for a faster processing). If you are unable to access the Online Return Form, contact our Customer Service. We are happy to help you with your return.

I have received a faulty product.

D’Hause checks all products for their quality before shipment. However should there anyway be faults in the products then you should return the product as soon as possible. You have to write you name, invoice number and what is the fault with the product when it’s returned. A faulty product will be replaced in 7-14 days from when we have received the product. If we don’t have a replacement then we will refund you your money in maximum 14 days from we have received the faulty product Faulty products needs to be returned to: D’Hause, 315, Lot 1171 & 1172, Jalan Batu Kawa, 93250 Kuching Sarawak, Malaysia.

Dhause Return Policy

All items sold on Dhause are covered under the 7-DAY EASY PROTECTION and/or SATISFACTION GUARANTEED.
The logo(s) of the return policy for each item can be found on the item’s page


7-Day Easy Protection

Satisfaction Guaranteed
Coverage of return policy

7 calendar days

14 calendar days

Change of mind

Not Available


Money back guarantee



D’ Hause verified-service of sellers



Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

What is the requirement for a valid return?

• Proof of purchase (order number, tax invoice, etc)
• Bank details in Return Form if original payment is made via iPay88.
• Include printed Return Form and D’Hause Tax Invoice in each return package box
• Reason for return has to be valid and return acceptance conditions met (check out below)
Should there be any item damage due to our transportation, please contact our customer service within 24 hours for claim purposes.

For which reasons can I return an item?

You may want to return your item due to any of the following reasons:

x : Not Required | : Required


Reasons for return YOUR RETURN MUST BE :
New condition Sealed condition Complete (free gifts, accessories, original packaging) Not damaged Tags & labels attached
Delivery – Wrong Product

Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Quality – Damaged Product x x x
Quality – Defective x x
Quality – Product Condition
Delivery – Parts Missing x x
Website – Incorrect Content
Product – Does Not Fit (Not applicable to fashion items from overseas sellers)
Customer – Change of Mind (not applicable for items from overseas)
Not As Expected

NOTE: In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed. Returns are not applicable for all under garments due to hygiene purposes

Can I return an item after the return policy coverage days?

Your item cannot be returned after 7 calendar days for items under 100% Buyer Protection and 14 calendar days for items under D’Hause Satisfaction Guaranteed.
After this period, if the item is covered by a manufacturer’s warranty, please contact the manufacturer directly for assistance and return.
You can also find the warranty center contact information for your item on the warranty card in the package.

Read more about warranty information here.

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner.

How long is the quality evaluation process?

Replacement process only begins after we have completed evaluating your returned item.
This quality evaluation process may take up to 2 – 3 business days.

Where to return?

Kindly have your returns shipped to our (will be confirm soon) address.

How do I use my store credit?

Store credit is a return mechanism worth equally to the value of product you ordered.
You can use the store credit like a voucher code to purchase any item. Store credit can only be used for one-time purchase and is valid for 1 year.

If you have been issued a store credit, you will have received a voucher number.
Please enter this voucher number in the voucher code box and click “Use Voucher” during checkout. A corresponding deduction will be applied to your total amount.

What if I fail to use my store credit within the allocated time frame?

No worries! We can reactivate the store credit for you.
However, please note that reactivation of store credit can only be done once. Store credit that has exceeded one month for reactivation period is deemed void.

How long does it take to replace my item?

Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 business days. We will send you an email and SMS notification once completed.
Please expect to receive your replacement within the following time frame:

• In Metro areas: 1 – 7 working days
• In Non-Metro areas: 7 – 14 working days

How do I know if replacement has been processed?

You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.

How to Contact DHause

If you have any questions please contact the customer service at [email protected]

A-5-10 Empire Tower SS16/1,
Subang Jaya 47500 Selangor

Lot 10210. No 67, 3rd floor,
Jalan Tun Jugah,
93350 Kuching

You are always more than welcome to call us at (+0350) 331 646 / (+082) 576 113.
Lines are open
Monday – Friday: 09:00 to 17:00.
We look forward to hearing from you.