Shipping & Returns
How long will my order take to arrive?
You order, we process, and then we ship!
Orders placed before 12pm (GMT) usually ship out on the same day (except during weekend and holiday), but please allow us about 1 business day to process your order. Once it ships, a confirmation email containing your parcel’s tracking code will be sent to the email address provided at checkout. You can expect your order to arrive within the times provided below. Please note that these are estimates, not guarantees.
Ninja Van (3-5 business days), DHL eCommerce (1-3 business days)
Ninja Van (3-7 business days), DHL eCommerce (2-6 business days)
Please note that during holidays, new product launches, restocks, and promotions, order processing times may be subject to delays. Business days exclude weekends and holidays. We thank you in advance for your understanding.
Is there free shipping?
We provide free shipping within Malaysia (West and East Malaysia) on orders over RM250, a RM10 flat rate will be charged on orders below RM250.
A RM15 flat rate will be charged on all orders using DHL eCommerce. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order.
Do you ship internationally?
As of now, we only ship to the Malaysia, Singapore, Brunei, Cambodia, Indonesia, Laos, Myanmar (Burma), Philippines, Thailand and Vietnam. We’re trying our best to support more countries. Stay tuned for updates on our Instagram @ilash_my
Can I update my order?
We process orders as quickly as possible, which means that there’s little time to make adjustments. If you wish to cancel or make any similarly urgent request, please email us at email@example.com within 1 hour of placing your order or at least before 10am (GMT)
We can assist you most quickly if the relevant request and order number are included in the subject line. If you wish to update your shipping address, we kindly ask that you include the new address in your email.
Please note that as we cannot make any changes once your order is shipped, we cannot guarantee these requests will always be accommodated.
What’s your return policy?
We are happy to accept returns and issue replacements for faulty items, however we do not offer refunds for change of mind.
All returned items must be in original condition, unused, intact and in its original packaging. We are unable to accept items that are not in the original sale condition and we reserve the right to refuse an exchange should a return item product not meet these requirements or if the product has been damaged by the recipient due to lack of care.
I received the wrong product/my product came damaged!
We take full responsibility if you’ve received an incomplete order, or damaged/defective products, and sincerely apologize if you’ve been affected by either of these issues!
Email us at firstname.lastname@example.org and we will make this right for you. So that we can assist you as quickly as possible, please include photos of the total received items or the damaged/defective product(s) along with your order number! Please note that all order and product issues must be reported within 14 days of its delivery date.