1. Order Processing & Dispatch

Once your order is confirmed, it is submitted to our order processing system. Orders are processed and dispatched Monday to Friday, excluding public holidays in Malaysia.

Orders entering the processing phase before the 12 noon courier collection cut-off (Malaysia time) are dispatched on the same business day. Orders entering processing after the cut-off, on weekends or on public holidays are scheduled for dispatch on the next business day.

Order confirmation does not indicate dispatch. Tracking details will be provided once your parcel has been dispatched.

2. Estimated Delivery Durations

Delivery durations begin after dispatch and exclude order processing time.

Working days exclude weekends and public holidays. Delivery durations are estimates, not guaranteed arrival dates. Remote locations, peak periods, adverse weather and transport disruptions may require additional time.

3. Order Tracking

Tracking information will be provided after dispatch. Please allow time for the parcel to be collected and scanned before the first tracking update appears.

Please monitor your shipment and respond to delivery notifications or collection requests promptly.

4. Delivery Details & Address Changes

Please ensure that your recipient name, delivery address, postcode and contact number are complete and accurate at checkout.

For corrections, contact our customer service team immediately with your order number. Changes depend on the order’s fulfilment status and cannot be guaranteed. Once dispatched, any address change or redirection is subject to the delivery provider’s arrangements.

5. Unsuccessful Delivery & Returned Parcels

If delivery is unsuccessful, please follow the delivery notification instructions to arrange redelivery or collection within the stated period.

Parcels may be returned because of an incorrect or incomplete address, an unavailable recipient, refusal of delivery or failure to collect. Once the parcel is returned to us, we will contact you regarding the next steps.

Additional redelivery costs may apply where the unsuccessful delivery resulted from incorrect customer details or failure to receive or collect the parcel. Where the issue resulted from our error, we will arrange the necessary correction at no additional delivery cost.

6. Delayed or Missing Parcels

If your parcel has not arrived within the estimated delivery period, contact us with your order number and tracking details so we can assist with an investigation.

If tracking shows the parcel as delivered but you have not received it, please check with household members, building reception or anyone authorised to receive it, then contact us promptly.

7. Damaged Parcels, Missing or Incorrect Items

Please inspect your parcel upon receipt and record a clear, continuous unboxing video showing the unopened parcel, shipping label and all contents.

Report any damage, missing items or incorrect products promptly, providing your order number, unboxing video and relevant photographs. Retain the packaging and affected items while we review the issue.

Product returns, exchanges and refunds are handled under our Return & Refund Policy.

8. Customer Service

For shipping assistance, contact our customer service team through the contact channels listed on our website.

Please include your order number and, where available, your tracking details.