Shipping Service Policy

We currently provide shipping within Malaysia, including West Malaysia, Sabah, and Sarawak, subject to courier service availability.

International shipping may be available upon request and may be subject to customs clearance, import duties, taxes, courier restrictions, insurance requirements, and additional verification.

Orders will only be processed after payment has been confirmed and order verification has been completed.

Normal processing time:

• Ready-stock items: 1 to 3 working days
• Custom-made items: Subject to production timeline
• Resized or engraved items: Additional processing time required
• Special-order items: Timeline to be confirmed separately

Estimated delivery time depends on the delivery address, courier partner, service availability, parcel pick-up time, and public holidays.

• West Malaysia: 1 to 5 working days
• Sabah and Sarawak: 3 to 7 working days
• International delivery: Subject to destination and customs clearance

Delivery estimates are not guaranteed unless a specific guaranteed delivery service has been confirmed in writing.

We may use trusted courier or logistics partners such as:

• DHL eCommerce
• Pos Malaysia
• GDex
• J&T Express
• Ninja Van
• Other approved courier partners

For security reasons, we reserve the right to select the courier service based on product value, delivery location, insurance availability, and service reliability.

Shipping fees will be displayed during checkout before payment is completed. Additional charges may apply for:

• Insured shipping.
• High-value parcel handling.
• Remote delivery areas.
• International delivery.
• Failed delivery and re-delivery.
• Special delivery arrangements.

Due to the value of selected products, insured shipping may be required for certain orders.

Insurance coverage may depend on:

• Declared item value.
• Courier insurance terms.
• Delivery location.
• Parcel weight and dimensions.
• Shipping method selected or assigned.

If insured shipping is required, the customer will be informed before the order is shipped. We may also split high-value orders into separate parcels for security and insurance purposes.

All products are packed carefully before shipment. Depending on the item, packaging may include:

• Product box.
• Protective inner wrapping.
• Outer shipping box or parcel bag.
• Security seal or tamper-evident packaging.
• Invoice, receipt, certificate, or warranty card where applicable.

Customers are advised to keep all packaging materials after receiving the parcel, especially if they need to report damage, missing items, or delivery issues.

Once the order has been shipped, customers may receive a tracking number by email, SMS, WhatsApp, or through their account order page.

Customers are responsible for monitoring the tracking status and ensuring that someone is available to receive the parcel.

For high-value orders, delivery may require:

• Recipient signature.
• Identity verification.
• One-time password verification, where supported by the courier.
• Delivery to the registered customer or authorised recipient only.

We may contact the customer before shipment to confirm delivery details. Orders may be delayed if verification cannot be completed.

Customers must ensure that:

• The shipping address is complete and accurate.
• The contact number provided is reachable.
• The recipient is available during the delivery period.
• The parcel is checked upon delivery where possible.
• Any delivery issue is reported to us as soon as possible.

We are not responsible for delivery failure caused by incorrect address, unreachable contact number, unavailable recipient, or customer failure to collect the parcel within the courier’s holding period.

Customers should inspect the parcel before opening it. If the parcel appears damaged, opened, resealed, wet, crushed, or tampered with, customers should:

• Take clear photos of the parcel before opening it.
• Record an unboxing video before removing the product.
• Keep all packaging materials.
• Report the issue to the courier, where applicable.
• Contact our customer support team immediately.

For damaged parcels, customers should report the issue within 24 hours of receiving the parcel.

Delivery may be delayed due to:

• Courier operational delays.
• Public holidays or peak sale periods.
• Weather conditions, floods, or natural disasters.
• Incorrect or incomplete delivery address.
• Recipient unavailable during delivery attempt.
• Customs clearance for international orders.
• Events outside our reasonable control.

If a parcel is delayed, we will assist the customer by checking the delivery status with the courier partner.

If a parcel is lost or damaged during transit, we will assist with courier investigation and claim submission where applicable.

Any refund, replacement, or compensation will depend on the investigation result, courier terms, insurance coverage, and applicable laws.

If delivery fails due to incorrect address, unavailable recipient, or failure to collect the parcel, the courier may return the parcel to us.

Re-delivery may be arranged after the customer confirms the correct delivery details. Additional shipping or handling fees may apply.

Store pickup may be available for selected orders. Customers must present:

• Order confirmation.
• Valid identification document.
• Payment confirmation, if requested.

Third-party collection may require written authorisation from the customer and identity verification of the authorised person.