Dasar penghantaran

Shipping Policy

Thank you for shopping with Opai Fragrance — Not For Everyone®. This policy explains how we process, ship, and deliver your orders, and what you need to do if your parcel arrives damaged. By placing an order with us, you agree to the terms below.

1. Order Processing Time

  • Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • Once your order ships, you will receive a confirmation with your tracking number.
  • During sales, restocks, and festive peak periods, processing may take slightly longer. We appreciate your patience.

2. Shipping Within Malaysia

  • Courier partners: SPX Express
  • Peninsular Malaysia: 2–4 business days after dispatch
  • East Malaysia (Sabah, Sarawak, Labuan): 3–7 business days after dispatch
  • Shipping rate: [Flat rate RM5] — FREE shipping for orders above RM200

3. Shipping to Singapore

  • Estimated delivery: 5–10 business days after dispatch
  • International shipping fees are calculated and displayed at checkout.
  • Any customs duties, GST, or import taxes imposed by the destination country are the customer's responsibility and are not included in our shipping fees.

4. Order Tracking

  • A tracking number will be sent to you via email / SMS / WhatsApp once your order is dispatched.
  • Please allow up to 24 hours for the tracking status to become active after you receive it.

5. Damaged, Broken, or Missing Items — Unboxing Video Required

Our fragrances are packed in glass bottles, so every parcel is carefully wrapped and protected before it leaves us. In the rare event that your parcel arrives damaged, broken, leaking, or with missing items, we require a full unboxing video in order to process any claim.

For your claim to be valid, the unboxing video MUST:

  1. Be a single, continuous recording — no cuts, edits, pauses, or screenshots.
  2. Start before the parcel is opened, clearly showing the sealed, unopened parcel.
  3. Clearly show the shipping label — including the recipient name, address, and tracking number.
  4. Show the entire unboxing process from start to finish, until all items inside are fully revealed.
  5. Clearly capture the damaged, broken, or missing item(s).

Please note:

  • Claims submitted without a valid unboxing video will not be entertained — no exceptions.
  • You must report the issue within 48 hours of the delivery time shown on the courier's tracking.
  • Do not discard the parcel, packaging, or any contents until your claim is fully resolved.
  • Submit your unboxing video, order number, and clear photos to us via whatsapp +6017 658 8485

Once your claim is verified, we will arrange a replacement or refund as appropriate.

6. Incorrect Address or Failed Delivery

  • It is the customer's responsibility to provide a complete and accurate shipping address at checkout.
  • Parcels returned to us due to an incorrect address, an unattended delivery, or an unclaimed parcel will require the customer to bear the re-delivery cost.
  • We are not responsible for delays or non-delivery caused by incorrect or incomplete address details.

7. Lost Parcels

  • If your tracking shows no movement for an unusually long period, please contact us and we will open an investigation with the courier on your behalf.
  • Resolution will depend on the outcome of the courier's investigation.

8. Delays Beyond Our Control

Once a parcel is handed over to the courier, delivery timelines are outside our direct control. We are not liable for delays caused by courier handling, weather, public holidays, festive peak seasons, customs clearance, or any other force majeure events.

9. Contact Us

For any shipping enquiries or claims:

  • WhatsApp: +6017 658 8485
  • Email: contact@opaifragrance.com
  • Operating hours: Mon–Fri, 10am–6pm

Opai Fragrance — Built by Local, Quality Like International.