SHIPPING POLICY

LOCAL DELIVERY (WITHIN MALAYSIA)

We provide FREE Poslaju shipping on all orders to West & East Malaysia. Tracking numbers are emailed once parcels are shipped out.

We post all orders made before 1pm, Monday-Friday, on the same day via Pos Laju. Pos Laju is an express delivery service and makes deliveries Monday-Saturday, excluding the first Saturday of every month and local public holidays (Malaysia). Orders made on Friday, after 1pm, will only be shipped on Monday.

Poslaju aims to deliver all parcels within 1-2 working days from date of shipment for West Malaysia and within 2-3 working days from date of shipment for East Malaysia. If customers do not receive their order within the stated time frame, please contact your local Pos Laju office to trace your order.

INTERNATIONAL DELIVERY (WORLDWIDE)

Here at LOWELA.COM, we ship internationally except to Israel & Russia.

All Singapore and Brunei orders are shipped using SF Express Courier Service, which is a trackable courier service with a transit time of 2-4 working days. We provide FREE shipping to Singapore with a minimum spend of RM100 (inclusive of discounts) in a single transaction. We despatch all Singapore and Brunei orders made before 1pm, Monday-Friday on the same day. Orders made on Friday, after 1pm, will only be shipped on Monday.

All Indonesia, Australia, Japan, USA & United Kingdom orders are shipped using Aramex Express Shipping, which is a trackable courier service with a transit time of 5-7 working days. We despatch all Indonesia, Australia, Japan, USA & United Kingdom orders made before 1pm, Monday-Friday on the same day. Orders made on Friday after 1pm, will only be shipped on Monday.

All other international orders are shipped using Malaysian Registered Mail and we aim to despatch such orders within 2 working days. Malaysian Registered Mail is a third party postal service which requires a signature upon delivery and aims to deliver your parcel within 14 working days. Further delays may occasionally occur due to customs clearance, transport conditions and volume of mail traffic. Should such delays arise, our customers are advised to check with their respective local Post Office after 14 working days from the date the parcel leaves Malaysia.

All international tracking numbers are emailed once items are despatched.

SHIPPING RATES

All our international shipping rates are quoted in Ringgit Malaysia (MYR):

* Transit times may be subject to further delays due to customs clearance, transport conditions and volume of mail traffic and such delays are beyond our control.

** Total amount inclusive of any discount/store credit must hit a minimum of RM100 to qualify for free shipping.

IMPORT DUTIES, CUSTOMS FEES AND/OR OTHER RELATED CHARGES

Any import duties, customs fees and/or other related charges such as inspection and quarantine fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost may be as import duties and customs policies vary from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

TRACKING YOUR PARCEL

You can easily track the location and delivery status of your parcel online via our third party postal service providers’ respective websites. You will require the tracking number sent to you in our Dispatch Confirmation email in order to do so.

You may track your parcel via the following links:

•         For Pos Laju, click here 

Customer service helpline: kindly visit poslaju website and search for your local branch's phone number via this link here

Self pick-up services at the self-collection counter is only available at main Pos Laju branches (not available at Pos Laju Kiosks)

•         For SF Express Courier Service, click here

Customer service hotline: 1800 311 1111 (Mon to Fri: 08:00-19:00 and Sat: 08:00-16:00)

•         For Aramex Express Shipping, click here

•         For Malaysian Registered Mail, click here

Our third party postal service providers may take up to 24 hours before they update the status of your parcel on their respective websites. We therefore advise that you start tracking your parcel after 1 working day.

For Malaysian Registered Mail, parcels can only be tracked once they leave Malaysian borders and we therefore advise to start tracking after 2-3 working days.

UNCLAIMED PARCELS

• Customers will be notified via email should any unclaimed parcels bearing their name be returned to our office.
• Cost for re-delivery will be borne by the customer. 
• Information about the redelivery cost and payment will be emailed to the customer.
• LOWELA reserves the right to deny any request to combine the unclaimed parcel(s) with any new order placed.
• Any unclaimed parcels will be forfeited after a grace period of sixty (60) days.