Shipping policy

Orders are shipped within Malaysia and to most international destinations.

Domestic orders within Peninsular Malaysia are delivered via Skynet. All orders are processed within 1 to 3 business days, subject to stock availability. Once processed, parcels are typically delivered within 2 to 3 business days. For East Malaysia and international deliveries, shipping times may vary depending on the destination and courier partner.

Customers will receive a shipment confirmation message or email with a tracking number once the order has been dispatched. Shipping fees are calculated at checkout based on the weight and delivery address.

We offer free shipping within Peninsular Malaysia for orders above RM2,500. For orders below this amount, standard shipping rates will apply.

Note: International shipping fees do not include any customs duties, taxes, or brokerage charges. These charges, where applicable, are the responsibility of the recipient and may vary depending on the destination country’s import regulations.

RETURNS & EXCHANGES POLICY
We accept returns and exchanges for eligible items within 10 days of receipt. All returns must be requested within this timeframe and are subject to inspection and approval. Items sent back to us without first requesting a return will not be accepted. Once your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Customers are required to provide a photo or video for verification by our customer service team. Once the damage is verified, a replacement will be shipped. Some damaged items may still need to be returned to us, regardless of their condition.

Product Mismatch
We will arrange to resend the item you originally ordered at no additional cost. The wrong item must be returned in its original, unused condition before the replacement is dispatched.

Change of Mind
Change-of-mind returns require the item to be returned unwashed, unused, and with all original packaging intact. The item must be returned with all original packaging, both internal and external, free from tears, marks, or any form of damage. Items that do not meet these conditions will not be accepted. For change-of-mind returns, return shipping costs are the responsibility of the customer. Please note that we do not offer cash refunds in this case; customers may exchange the item for any other product of equal or higher value.

Non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

We are unable to accept returns or exchanges for clearance or final sale items and gift cards.

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at wafiy@hyrem.com.my.

CONTACT US
For any enquiries regarding your order, returns, or shipping, feel free to reach out to us:

Email: wafiy@hyrem.com.my
Phone/WhatsApp: +60 19-235 9365 / +60 12-793 9365
Business Hours: Monday – Sunday, 10:00 AM to 10:00 PM (MYT)