All shipping and delivery will be fulfilled by our courier partner, J&T Express (Semenanjung) & Poslaju Malaysia (Sabah/Sarawak). All delivery will be attached with a tracking number to track the shipment.
Cash On Delivery - COD
If customers choose to COD, customers will be contacted through phone call or SMS by our delivery partners (DHL e-Commerce) upon delivery. It is customer’s responsibilities to provide right mobile number when making order. Customers need to prepare sufficient cash amount and doing CASH payment to our delivery partner representative. Kindly noted that bank transfer, cheque or any other payment method is not accepted for Cash on Delivery.
Process & Delivery of goods
All order that complete (with payment and verified proof of payment) before 10.00 am will be process on the same day. Upon processing of order, delivery is within 5 working days, and will be based on the delivery time and date arranged by Poslaju Malaysia. Any late deliveries will not be our responsibility once the parcel has been processed by Poslaju Malaysia.
Our office processing days are from Monday to Friday only, unless notified.
A delivery tracking number will be sent to customer’s Whatsapp and/or email once the order has been processed. Tracking of parcel can be made from courier partner’s website and allow at least 24 hours before checking at their tracking system. If any delivery problems occur, please send an email to [email protected], and we will attend to your enquiry as soon as we can.
Responsibility of receiver
Please ensure the shipping address given is absolutely correct and accurate to avoid any lost order or parcel that is not received. We will not be held responsible for any orders that are lost because of inaccurate information given by the customer.
It is the customer’s responsibility to provide a shipping address where there will be a receiver for the shipment. We would like to avoid our customers to collect orders outside of their shipping address.
Return & refund policy
If any products delivered is received wrongly or in a damaged condition, the customer has to provide the following details:
- Order Number/Date
- Picture of Goods Received
- Details of transaction
The details is to be emailed to [email protected] with your Order Number as the subject.
We will review the enquiry and will refund the customer with a replacement product if found that the damage is made by our own carelessness.
Any order cancellation of paid order will refunded as Ainaa Points (store credit) with equal value of total order.