Order Processing
Orders are processed within 1 to 3 working days after payment is confirmed. Working days exclude weekends and public holidays in Malaysia.
During sales, festive seasons and new collection launches, processing may take a little longer. We will keep you updated by email if your order is delayed.
Shipping Areas & Rates
JELITASARA ships within Malaysia. Shipping fees are calculated at checkout based on your delivery address and the weight of your order. Rates for West Malaysia and East Malaysia (Sabah, Sarawak and Labuan) differ.
Free shipping is available for orders that reach the minimum spend shown in the announcement bar at the top of our website. Free shipping offers may change during promotions.
Delivery Time
Once your order is dispatched, delivery usually takes 2 to 5 working days for West Malaysia and 4 to 8 working days for East Malaysia.
These are estimates only and are counted from the date your order is sent out, not the date it is placed.
Pre-Order Items
Pre-order items are shipped after the estimated period stated on the product page. If your order contains both pre-order and in-stock items, they may be shipped separately, and you will not be charged extra shipping for the second parcel.
Order Tracking
When your order is dispatched, we will email you a tracking number so you can follow your parcel on the courier website. It may take up to 24 hours for tracking information to appear.
Delivery Address
Please check your delivery address and phone number carefully before placing your order. Couriers usually contact the recipient by phone, so make sure the number is correct and reachable.
We cannot change the address once an order has been dispatched. If a parcel is returned to us because of an incorrect address or failed delivery attempts, re-shipping fees will be charged to you.
Delays
We are not responsible for delays caused by couriers, weather, public holidays, customs clearance or other events beyond our control. If your parcel has not arrived within the estimated time, please contact us and we will follow up with the courier.
Damaged or Lost Parcels
If your parcel arrives damaged, please record an unboxing video and contact us within 48 hours of receiving it. If your parcel is marked as delivered but you did not receive it, contact us as soon as possible so we can investigate with the courier.
Please see our Returns & Refund Policy for how damaged or missing items are resolved.
Changes to This Policy
We may update this Shipping Policy from time to time. The latest version will always be available on this page.
