1. Order Processing & Dispatch

All orders are dispatched from our fulfilment centre in Malaysia.

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

Estimated delivery to Singapore is 5–7 working days after dispatch, excluding order processing time.

Working days exclude weekends and public holidays. Public holidays in Malaysia or Singapore may affect transit and delivery.

Delivery durations are estimates, not guaranteed arrival dates. Customs clearance, peak periods, adverse weather and transport disruptions may cause additional delays.

3. Order Tracking

Tracking information will be provided after dispatch. Please allow time for the first tracking update to appear.

Tracking updates may be less frequent while your parcel is in cross-border transit or awaiting customs clearance. Please monitor your shipment and respond promptly to delivery or clearance requests.

4. Delivery Details & Address Changes

Please provide a complete delivery address, including the correct unit number and postcode, together with your recipient name and contact number.

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. Customs Clearance & Applicable Charges

Orders shipped from Malaysia may be subject to customs clearance in Singapore.

Any applicable import taxes, duties or clearance charges that have not already been collected at checkout are payable by the recipient. If a charge was collected at checkout, retain your order receipt and contact us if you believe you have been charged twice.

Please respond promptly if the delivery provider or customs authority requests information or payment required to release your parcel.

6. Unsuccessful Delivery & Returned Parcels

If delivery is unsuccessful, please arrange redelivery or collection according to the delivery notification.

Parcels may be returned because of incorrect delivery details, refusal of delivery, failure to collect or failure to complete required customs clearance procedures.

Once the parcel is returned to us, we will contact you regarding the next steps. Additional return or redelivery costs may apply where the issue resulted from incorrect customer details or failure to receive, collect or clear the parcel. Where the issue resulted from our error, we will arrange the necessary correction at no additional delivery cost.

7. 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.

8. 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.

9. 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.