Shipping policy

1. Processing time

• Orders are processed and dispatched within 5 working days, excluding weekends and public holidays.
• If there are any delays in processing, customers will be notified via email.

2. Delivery methods and estimated delivery time

• We currently offer standard delivery.
• Once dispatched, delivery within West Malaysia typically takes 3 to 5 working days. Delivery to East Malaysia (Sabah & Sarawak) typically takes 5 to 7 business days.
• Delivery to Singapore typically takes 3 to 5 business days.
• For international orders, delivery typically takes 7 to 14 business days depending on the destination.
• Delivery timeframes are estimates and may vary depending on destination, courier schedules, customs clearance, or other factors beyond our control.

3. Delivery fees

• Free standard shipping is offered for orders within Malaysia and Singapore.
• For international orders, delivery fees will be displayed at checkout.
• Customers may be responsible for any additional charges related to international shipments, including customs duties, taxes or import fees imposed by the destination country.

4. Order tracking

• Once your order has been dispatched, a confirmation email with tracking information will be sent where available.
• Customers may track their shipment via the courier's website using the tracking number provided.
• If you experience any issues with tracking information, please contact us at hello@avelin.co and we will do our best to assist.

5. International delivery

• We offer international delivery to selected countries, which will be shown at checkout.
• For orders to Singapore, no customs duties or GST apply for orders below SGD400.
• International shipments may be subject to customs inspections, which can result in additional delays.
• Any customs duties, taxes or import fees imposed by the destination country are the sole responsibility of the customer.

6. Damaged, defective, lost or missing items

• Please inspect your order upon delivery.
• If your item arrives damaged, defective, or incorrect, contact us within 3 days of receipt with a description, clear photos, and the time of delivery. 
• If an item is missing or incorrect, please include a photo of what you received so we can assist promptly.
• If a parcel has not arrived within 10 business days of dispatch for Malaysia and Singapore orders, or 21 days for international orders, please contact us and we will investigate with the courier and advise on next steps. 

7. Shipping restrictions

• We reserve the right to impose shipping restrictions on certain products or destinations due to legal or logistical reasons.
• If we are unable to ship to your destination, you will be notified and a refund will be arranged where applicable.

8. Policy updates

• We may update or modify this Shipping Policy at any time without prior notice.
• Any changes will take effect once published on our website.

If you have any further questions, please contact us at hello@avelin.co.