SHIPPING POLICY

Introduction

This Shipping Policy explains how SHINEFLOWERS BEAUTY SDN. BHD. (“SHINEFLOWERS”, “we”, “our”, or “us”) processes, packs, dispatches, and delivers orders placed through our website, online store, social-media channels, email, messaging platforms, marketplaces, and other authorised sales channels.

We aim to provide a smooth and reliable delivery experience for our customers. As we supply perfumes, cosmetics, skincare products, soaps, toiletries, hair-care products, personal-care items, beauty accessories, and related products, certain delivery requirements may apply depending on the type of product ordered, destination, courier restrictions, weather conditions, and applicable regulations.

By placing an order with us, you agree to the terms of this Shipping Policy.

Order Processing Time

Orders are generally processed within one (1) to three (3) business days after successful payment confirmation, excluding Saturdays, Sundays, Malaysian public holidays, and any announced company closure dates.

Processing includes payment verification, product availability confirmation, picking, quality checks, packaging, and preparation for courier collection.

Orders placed after our daily processing cut-off time may be treated as received on the next business day. Orders placed during festive periods, major sales campaigns, product launches, public holidays, or periods of unusually high order volume may require additional processing time.

We will make reasonable efforts to process and dispatch orders as promptly as possible. However, processing times are estimates only and are not guaranteed delivery dates.

Delivery Coverage

We provide delivery services to addresses within Malaysia, subject to courier coverage, delivery accessibility, product restrictions, and service availability.

Delivery may be available to:

  • West Malaysia / Peninsular Malaysia;
  • Sabah;
  • Sarawak; and
  • Other Malaysian locations supported by our appointed delivery partners.

For remote areas, island locations, rural addresses, restricted-access properties, military locations, high-rise buildings, or locations requiring special entry arrangements, delivery may take longer or may be subject to additional courier requirements.

International shipping may be available for selected products and destinations upon request. International customers should contact us before placing an order to confirm product eligibility, shipping charges, customs requirements, and estimated delivery arrangements.

Estimated Delivery Time

After an order has been dispatched, estimated delivery times are generally as follows:

West Malaysia / Peninsular Malaysia

Estimated delivery time: approximately one (1) to five (5) business days after dispatch.

Sabah and Sarawak

Estimated delivery time: approximately three (3) to ten (10) business days after dispatch.

Remote or Special-Access Locations

Estimated delivery time may be longer depending on the courier route, local delivery capacity, weather conditions, accessibility, and other circumstances outside our control.

Please note that delivery times are estimates provided for general guidance. Actual delivery timing may vary due to courier operations, public holidays, festive periods, high order volumes, incomplete delivery details, customs clearance, weather disruptions, road conditions, or other external events.

Shipping Charges

Shipping charges, where applicable, will be shown at checkout before payment is completed. Charges may vary depending on factors such as:

  • Delivery destination;
  • Parcel weight and volumetric weight;
  • Number of products ordered;
  • Product type;
  • Courier service selected;
  • Special packaging requirements;
  • Urgent delivery requests; and
  • Any applicable promotional shipping campaign.

From time to time, SHINEFLOWERS BEAUTY SDN. BHD. may offer free-shipping promotions, discounted shipping, shipping vouchers, or minimum-spend delivery incentives. Such promotions may be subject to separate terms, eligibility requirements, destination limits, product exclusions, campaign periods, and availability.

Unless specifically stated otherwise, shipping fees are non-refundable once an order has been dispatched.

Product Packaging and Handling

We take reasonable care to package products securely before dispatch. Beauty and personal-care products may be packed using protective materials such as bubble wrap, protective sleeves, cartons, sealing tape, cushioning materials, or other suitable packaging methods.

Products containing liquids, creams, fragrances, glass bottles, pumps, or fragile components may receive additional protective packaging where reasonably necessary.

For hygiene, quality control, and product-integrity purposes, certain products may be sealed, shrink-wrapped, boxed, or packed in tamper-evident packaging. Customers are encouraged to inspect their parcel and product packaging immediately upon delivery.

Perfumes, Fragrances, and Restricted Products

Certain products, including perfumes, eau de parfum, body mists, fragrance sprays, aerosol products, alcohol-based products, or other items classified by a courier as restricted, regulated, flammable, or sensitive goods, may be subject to special delivery limitations.

These products may:

  • Be unavailable for delivery to certain areas;
  • Require a particular courier service;
  • Be subject to longer processing or delivery timelines;
  • Be ineligible for express or same-day delivery;
  • Be unavailable for international shipment; or
  • Require additional packaging or handling charges.

We reserve the right to contact customers if an order contains a product that cannot be shipped using the selected delivery method.

Delivery Address Accuracy

Customers are responsible for providing a complete, correct, and accessible delivery address at checkout. This includes the recipient’s full name, contact number, building name, unit number, street name, postcode, city, state, and any relevant delivery instructions.

Please ensure that the contact number provided is active and reachable by the courier where required.

SHINEFLOWERS BEAUTY SDN. BHD. will not be responsible for delays, failed deliveries, returned parcels, additional courier charges, or loss arising from:

  • Incorrect, incomplete, outdated, or unclear address details;
  • Incorrect postcode, unit number, building name, or contact number;
  • Failure of the recipient to answer courier calls or messages;
  • Failure to collect a parcel from a courier collection point within the required time;
  • Delivery refusal without a valid reason; or
  • Failure to provide access to a guarded property, office building, condominium, or restricted location.

If an order has not yet been dispatched, customers may contact us to request an address update. Address changes cannot be guaranteed once the parcel has been handed to the courier.

Tracking Information

Where tracking is available, customers will receive a shipping confirmation, tracking number, courier reference, or delivery update after an order has been dispatched.

Customers are responsible for monitoring the tracking status and contacting the courier directly where appropriate for delivery updates, rescheduling options, collection instructions, or access-related queries.

Tracking updates may take time to appear after the parcel is collected by the courier. Courier tracking information is generated and maintained by the delivery provider, and SHINEFLOWERS BEAUTY SDN. BHD. does not control the accuracy, frequency, or availability of courier system updates.

Failed Delivery, Unclaimed Parcels, and Returned Orders

A parcel may be returned to us if delivery is unsuccessful after the courier has made reasonable attempts, if the recipient refuses delivery, if the address is invalid, or if the parcel remains uncollected after the courier’s collection deadline.

Where an order is returned to us, we may contact the customer to arrange re-delivery. Additional shipping charges may apply before the order is sent again.

If the customer does not respond within a reasonable period, we may treat the order as cancelled after deducting any non-recoverable delivery, return-to-sender, packaging, handling, payment-processing, or administrative charges, where permitted by applicable law.

Lost, Delayed, or Damaged Parcels

Once an order has been dispatched, delivery is carried out by an independent courier or logistics provider. While we will make reasonable efforts to assist customers with courier-related enquiries, we cannot guarantee that delays or disruptions will not occur.

If your parcel appears delayed, missing, damaged, tampered with, or delivered to the wrong location, please notify us as soon as possible. We may require supporting information such as:

  • Order number;
  • Tracking number;
  • Photographs or videos of the parcel and products;
  • Images of the courier label and outer packaging;
  • Date and time of delivery;
  • A description of the issue; and
  • Any communication received from the courier.

For damaged parcels, customers should retain all outer packaging, courier labels, protective materials, and damaged products until the matter has been reviewed.

Delivery Confirmation and Risk

Delivery may be considered completed when the parcel is delivered to the address provided by the customer, received by the customer, received by an authorised person at the delivery address, left at a designated safe location in accordance with the customer’s instructions, or recorded as delivered by the courier.

Customers should not request delivery personnel to leave parcels in unsecured locations unless they accept the associated risk. SHINEFLOWERS BEAUTY SDN. BHD. is not responsible for loss, theft, damage, or misdelivery after a parcel has been marked as delivered in accordance with the courier’s delivery record, except where otherwise required by applicable law.

Order Changes and Cancellations

Requests to change an order, amend the delivery address, combine orders, upgrade delivery services, or cancel an order must be made before the order has been processed or dispatched.

We cannot guarantee that changes or cancellations can be accommodated after payment confirmation. Once an order has been packed, handed to a courier, or marked for dispatch, it may no longer be possible to amend or cancel the order.

Contact Us

For shipping enquiries, delivery assistance, order updates, or special shipping requests, please contact:

SHINEFLOWERS BEAUTY SDN. BHD.
Registration No.: 202601023661 (1685758-T)

2B-16-12, Plaza Sentral Office Suites
Jalan Stesen Sentral 5
50470 Kuala Lumpur
W.P. Kuala Lumpur
Malaysia

Phone: +6011-2088 6348
Email: flowers_shine@outlook.com

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