Shipping Policy

This policy explains how handcrafted product orders placed through this website are processed, packed, shipped, and delivered within Malaysia.

1. Shipping Coverage

We deliver to valid residential, business, office, and supported delivery addresses within Malaysia.

Delivery availability may depend on the coverage provided by our courier partners.

2. Order Processing

Orders are processed after payment has been successfully received and confirmed.

Processing time may vary depending on product availability, order quantity, customisation, materials, production requirements, and current order volume.

3. Handmade Production Time

As our products are handcrafted, some items may require additional time to make, assemble, paint, personalise, finish, or prepare before shipping.

Estimated preparation times may be stated on the product page or during checkout.

4. Ready-Made Products

Products that are already completed and in stock will usually be processed faster than made-to-order or personalised items.

Processing time may still vary during busy periods, promotions, weekends, and public holidays.

5. Personalised and Made-to-Order Products

Personalised, customised, engraved, printed, painted, embroidered, or made-to-order products may require additional preparation time.

Production begins after the customer confirms all required details, including names, spelling, colours, sizes, designs, quantities, and other customisation instructions.

6. Working Days

Orders are normally processed on working days.

Weekends and Malaysian public holidays are not counted as processing or delivery days unless otherwise stated.

7. Shipping Charges

Shipping fees will be displayed at checkout before payment is completed.

Charges may vary based on parcel weight, parcel size, delivery location, product quantity, protective packaging, special handling, and courier rates.

8. Delivery Estimates

Any delivery timeframe shown on this website is an estimate only and is not guaranteed.

Actual delivery times may vary depending on the destination, courier performance, weather, traffic, festive periods, public holidays, remote-area coverage, and other delivery conditions.

9. Courier Selection

We may use different courier or logistics providers depending on the parcel size, product type, destination, service availability, and operational needs.

Customers may not always be able to choose a specific courier.

10. Delivery Information

Customers must provide a complete and accurate:

  • recipient name;

  • delivery address;

  • postcode;

  • state;

  • contact number; and

  • unit, floor, building, company, or landmark details where applicable.

We are not responsible for delays, returns, or failed deliveries caused by incorrect or incomplete information provided by the customer.

11. Address Changes

Please contact us as soon as possible if the delivery address needs to be changed.

Address changes are not guaranteed after the order has entered production, been packed, labelled, or handed to the courier.

12. Order Tracking

Tracking information will be provided when available after the parcel has been shipped.

Courier tracking updates may take time to appear and may not always update immediately.

13. Protective Packaging

Handcrafted products may require additional wrapping, padding, boxes, protective materials, or special packaging to reduce the risk of damage during delivery.

Packaging materials may vary depending on the product’s shape, size, weight, material, and level of fragility.

14. Handmade Variations

Handcrafted products may have small differences in colour, shape, texture, pattern, size, stitching, painting, finishing, or arrangement.

These natural handmade variations are not considered shipping damage or product defects unless they significantly affect the product’s function or differ greatly from the confirmed order.

15. Separate Parcels

Orders containing several products may be shipped in separate parcels due to product readiness, size, weight, stock location, or packaging requirements.

Separate parcels may arrive on different dates.

16. Failed or Unclaimed Deliveries

A parcel may be returned to us if:

  • the address is incorrect or incomplete;

  • the recipient cannot be contacted;

  • delivery attempts are unsuccessful;

  • the parcel is refused; or

  • the parcel is not collected within the courier’s collection period.

Additional shipping, return, handling, or redelivery fees may apply.

17. Damaged, Missing, or Incorrect Parcels

Please contact us as soon as possible if the parcel arrives damaged, incomplete, or contains the wrong product.

Please provide:

  • your order number;

  • clear photos or videos of the parcel;

  • a photo of the shipping label;

  • photos of the internal packaging;

  • photos of the products received; and

  • clear evidence of the damaged, missing, or incorrect item.

Please keep the parcel and all packaging until the issue has been reviewed.

18. Delivery Completion and Policy Updates

Delivery is considered completed when the parcel is delivered to the provided address or accepted by the recipient, another person at the address, reception staff, building management, security, a guardhouse, mailbox, or parcel locker.

We may update this Shipping Policy by publishing a revised version on this website.

This policy is subject to applicable Malaysian laws and consumer rights.