COMPANY POLICIES

Shipping Policy

From our Langkawi studio to your doorstep — everything you need to know about delivery.

Company Policies

Last updated: 2 November 2026

Order processing

Orders are processed within 1–3 working days after payment is confirmed, excluding weekends and public holidays. Orders confirmed after 3:00pm are processed on the next working day. Some handmade or personalised items may need extra time, which will be stated on the product page.

Estimated delivery times

Delivery times are counted from the day your parcel is dispatched:

• Peninsular Malaysia: 2–4 working days

• Sabah, Sarawak & Labuan: 4–7 working days

• International: 7–14 working days

These are estimates from our courier partners. Deliveries may take longer during festive seasons such as Hari Raya, Chinese New Year, Deepavali and Christmas, during bad weather, or due to courier delays beyond our control.

Shipping fees

Shipping fees are calculated at checkout based on the weight and size of your parcel and the delivery destination. Any free-shipping promotions will be announced on our website. For international orders, import duties and taxes charged by the destination country are paid by the recipient.

Courier and tracking

We ship with Pos Laju and other trusted courier partners where suitable. Once your order is dispatched, you will receive a tracking number. Tracking is usually available from 8:00pm on the day of dispatch on the courier’s website.

Delivery address

• Please check that your delivery address and phone number are complete and correct before placing your order.

• We cannot change the delivery address once the parcel has been dispatched.

• If a delivery fails because of an incorrect address or because no one was available to receive it, any re-delivery or return shipping charges will be borne by the customer.

Damaged or missing parcels

Please check your parcel when it arrives. If it is damaged, incomplete or has not arrived within the estimated time, contact us within 7 days of the delivery date with your order number, photos and an unboxing video. We will follow up with the courier and arrange a replacement or refund once the claim is confirmed. See our Return & Exchange Policy for details.

Self-collection in Langkawi

Prefer to collect your order? Contact us before ordering and we will arrange collection at one of our Langkawi outlets.

Need more help?

Our Customer Care team is happy to help. WhatsApp or call us at +6012-484 5521, or email marketing.lailai@gmail.com.