Shipping and Returns

Q: Do you have any shipping restrictions?

A: Warranty issues and other restrictions prevent us from shipping certain products to some geographical locations. We do not ship BUTTERFLY products to EU and EEA countries. Orders from these countries containing Butterfly products will be cancelled and all sums paid, if any, will be refunded.

Q: What kind of delivery options are available?

A: The following options are available:

1) Store Pickup (only available for local customers)
2) Registered Mail with Tracking Number (service provided by Malaysian Post or DHL Global Mail)
3) Express Shipping (service provided by DHL, Fedex or Poslaju)

Whenever possible, we are automatically upgrading deliveries for customers who has chosen the Registered Mail delivery option to use Express Shipping (FEDEX/DHL) services. This Express service upgrade is only available for certain package weights (> 400grams, only for none bulky items) and for those Countries that have direct FEDEX/DHL destinations (subject to availability). There is no additional charges for this upgrade.

Q: Will a tracking number be provided for my order?

A: Yes a tracking number will be provided for all orders after dispatched. Tracking numbers for most delivery services will be available immdediately after dispatched apart from DHL Global Mail. DHL Global Mail tracking numbers are only available after 3-7 days.

Q: Which order tracking site can I use to track my order?

A: See Order Tracking Sites.

Q: What is the delivery/postage costs for my order?

A: If you would like to know the delivery cost to your country,

1) Just add items to your cart
2) Select checkout
3) Log in to your account and you will see the delivery options available and their respective charges.

There is a handling charge of RM35 (approximately < £6/$10/€9) which is added to your order if your order value is less than RM35. This is to cover the cost of processing low-valued orders.

Q: What is the expected delivery times of my order?

A: Orders are usually dispatched same day if made before 3pm Mon-Fri (Status set as: PREPARATION IN PROGRESS).

International Orders - Standard Registered Mail
Approximate delivery times. Dependent on the frequencies of the postal flights to those countries:

  • Asia, Europe: between 1-3 weeks
  • USA, Canada, Middle-East, India: 1-4 weeks
  • South America, Africa: 2-6 weeks

Please note that the above times are approximations. Delays due to customs checks are possible.

If it has not arrived after the estimated times, please contact your LOCAL postal depot quoting your address & tracking number to make sure that it is not being held at the depot (i.e. delivered but no one was at home to sign for the order etc)

We have many orders returned to us by the post office due to these reasons.

International Orders - Express Delivery
Express delivery are managed by Malaysian Post's Poslaju/DHL Express/FEDEX/Aramex.

Approximate delivery times are:

  • Asia, Europe: 2-5 days
  • USA, Canada, Middle-East, India: 3-7 days
  • South America, Africa: 4-10 days

Express delivery are:

In the case of incomplete stocks, we can only send the available stocks via EXPRESS DELIVERY and the rest (when it becomes available) as REGISTERED MAIL. If you choose EXPRESS DELIVERY, it is advisable that you email us to check that all items are available beforehand.

Local Malaysian Orders
All Local Malaysian orders are sent using Airpak Express/Poslaju. See our tracking page for further details. Delivery time for local Malaysian orders averages between 2 to 7 days depending on the destination address.

Q: What if the order never arrive?

A: In the unlikely event that the package is lost in post, we will submit a lost package claim to the postal service and will then either re-send the package or refund you depending on your preference. However, the order can only be re-sent or refunded after the lost package claim investigation has been completed by the delivery service. This investigation can take up to 3 months.

Q: Is Customs Duty and Taxes applicable to my order?

A: You may be subject to import duties and taxes (if it is applicable to your country). You are considered the importer of the goods and therefore must comply with all laws and regulations of your country. The charges are levied once the goods arrives in your country and are NOT calculated in the cost of the goods or shipping charges. We are not liable for packages that are confiscated by customs and customers will be charged for any fees incurred by refused shipments.

Custom policies vary greatly from country to country and many countries do have tax exemptions and allowances for goods under a certain amount. Please contact your local customs office for any further information.

We will do our best to ensure your orders gets cleared with customs in the most efficient and economical ways.

Q: Is there a charge for refunds / cancellations?

A: Yes, there is a small fee for any cancellations, partial cancellations or refunds. The fee will be 6 percent (6%) of the total value to be partially refunded, refunded or cancelled.

This is an administrative cost that payment processors charge us each time we refund money back to our customers. Please note that there will not be any charges if Paypal is selected as the payment processor.

Please make sure you are satisfied before placing your orders. We will gladly help you in any ways possible to make your decisions.

Please note that the postage paid for orders that were sent out and then subsequently returned due to cancelation/exchange, will not be refunded.

Q: What is your Return Policies?

A: Unfortunately we do not provide warranties outside that of the manufacturer's own warranty.

All returns must be unused, in its original unopened packaging, and notified to us within 7 days of receipt of your order. Under these circumstances, we can only provide an EXCHANGE for a replacement item of similar value or an e-coupon voucher, usable on our site. Buyers will bear the postal charges for returning the goods and we will bear the postal charges for sending out the replacement item in any.

We make great effort to ensure that goods dispatched are not damaged. Any goods that are damaged or lost on transit are beyond our responsibility.

Fragile and higher valued items will include insurance and recorded delivery as part of our shipping plans. This will allow us to make any claims when appropriate.

Q: What if the product I received is defective?

A: Unfortunately we do not provide warranties outside that of the manufacturer's own warranty.

All defective product claims has to be done within 7 days of receipt of your order. The claim will be submitted to the product manufacturer for approval. Once approved, either the same/similar product  or an e-voucher of equivalent value will be provided as replacement. The manufacturer may require the defective product to be returned for evaluation. The postage for returning the product will be bear by us if the claim has been approved by the manufacturer. The postage will be reimbursed in the form of an e-voucher. Any defective product claim received after the cut off time of 7 days will be deemed as wear and tear and is not eligible for the manufacturers' defective product claim.