Delivery & Returns

Delivery Information

We are committed to delivering high-quality products to customers across South East Asia, the Middle East, and Africa through our international export network.

Delivery Locations

We currently supply and ship to the countries and regions supported by this website. Product availability may vary by market due to local regulations, import requirements, and stock availability.

Order Processing

• Orders are typically processed within 1–3 business days following receipt of payment.
• Orders placed on weekends or public holidays will be processed on the next business day.
• Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

Delivery Timeframes
All orders are shipped via trusted international courier partners, including DHL Express and Interparcel.

Estimated delivery times are:

* Delivery times are estimates only and apply to major metropolitan areas. Customs clearance, import inspections, public holidays, weather conditions, and deliveries to remote locations may result in longer transit times. Based on published DHL international transit guidance and international courier delivery estimates. 

Shipping Charges

Shipping costs depend on the size, weight, destination, and shipping method selected for your order.

Returns may be accepted when:
• Products arrive damaged during transit.
• Incorrect products have been supplied.
• Products contain manufacturing defects.
• Products are returned in their original, unused condition and packaging (subject to approval).

Return Request Period

Any return request must be submitted within 14 days of receiving your order.
To initiate a return, please contact our Customer Service team with:
• Order number
• Product details
• Description of the issue
• Photographs (if the product is damaged or defective)

Non-Returnable Items
Returns cannot generally be accepted for:
• Products that have been installed, used, modified, or damaged after delivery.
• Special-order or custom-manufactured products.
• Clearance or discontinued items unless defective.
• Products returned without prior approval.

Return Shipping

Where a return is approved due to a product defect, shipping error, or damage in transit, we may arrange replacement products or reimburse reasonable return shipping costs.
For returns requested for reasons other than product defects or shipping errors, customers may be responsible for return freight costs.
 

Refunds

Once returned products have been received and inspected, we will notify you of the outcome.

Orders up to 25 kg

For smaller orders (up to 25 kg), shipping costs are calculated automatically at checkout based on your delivery destination and selected freight service. Orders are typically shipped via international air freight through our courier partners, including DHL Express and Interparcel.

Orders over 25 kg

For larger or heavier orders (over 25 kg), shipping costs cannot be calculated automatically at checkout.
Instead, your order will be submitted as a freight enquiry and our team will review the shipment requirements and provide a personalised freight quotation within 1–2 business days.

Depending on the destination, volume, urgency, and cost considerations, we may offer:
• Air freight options for faster delivery
• Sea freight options for more economical shipping
• Alternative shipping solutions where available

No payment will be required until the freight options and associated costs have been reviewed and approved by you.

Duties, Taxes and Import Charges
Shipping charges do not include any import duties, taxes, customs clearance fees, or other charges imposed by local authorities unless otherwise stated. These charges are the responsibility of the customer.

Order Tracking
Tracking details will be provided once your order has been dispatched.
If you have not received your shipment within the estimated delivery timeframe, please contact our Customer Service team quoting your order number.
Returns Policy
We want you to be satisfied with your purchase.

Eligible Returns
Approved refunds will be processed using the original method of payment where possible.
Please allow additional time for your financial institution to process and post the refund.

Contact Us

If you have any questions regarding delivery, shipping, customs requirements, or returns, please contact our Customer Service team through our Contact Us page.

Important Notice

Delivery timeframes are estimates only and are not guaranteed. International shipments may be subject to customs inspections, import restrictions, and local regulations beyond our control. We reserve the right to amend this Delivery & Returns Policy at any time without prior notice.