FAQs
Everything you need to know about shopping with Haiwan. Can't find what you're looking for? We're always happy to help.
Shipping
How much does shipping cost?
We offer a flat rate of RM 10 for all Malaysia-wide orders. Enjoy free shipping when your order reaches RM 150 & above.
How long will my order take to arrive?
Please allow 1–3 working days for packing and dispatch, followed by 2–3 working days for delivery. You'll receive a tracking number via email once your order is on its way.
Do you offer in-store collection?
Yes! Complimentary in-store collection is available at The LINC for all orders. Simply select this option at checkout.
What if my parcel is oversized?
Oversized parcels may be dispatched via Grab or Lalamove at Haiwan's discretion. Oversized parcels sent via mail may take up to 7 working days. Some bulky products can only be self-collected — check the individual product page for details.
What if my parcel didn't arrive?
Drop us a message on live chat or email us at hello@haiwan.com.my and we'll assist you right away.
Returns & Exchanges
Can I return or exchange my order?
We allow size exchanges only. Change of mind or design is not accepted. Please contact us before sending anything back — items returned without prior consultation will not be entertained.
How long do I have to return an item?
All returns must be sent back within 5 working days from the date of delivery in Malaysia.
Who pays for return shipping?
All return and exchange postage costs are fully borne by the buyer, except in cases where we sent you the wrong item — in which case we will reimburse the postage.
Can I return a custom or handmade product?
No. Custom and handmade products are strictly non-returnable and non-exchangeable. It's the craftsmanship that gives each piece its unique character.
Refunds
When will I get a refund?
Refunds are only issued if your selected product is out of stock after payment. We will contact you via email or WhatsApp to arrange the refund to your bank account or card.
What if my parcel is lost by the courier?
We do not provide refunds for parcels lost due to courier negligence, but we will do our best to help you trace your parcel.
Orders & Payment
Can I change my order after placing it?
Unfortunately, orders cannot be changed once processed. Please double-check your item, size, quantity, and colour before checking out.
What payment methods do you accept?
We accept all major payment methods via HitPay. Orders are only dispatched upon receipt of full payment including delivery charges.
What if I ordered a pre-order and a ready stock item together?
Your order will only be dispatched once all pre-order items arrive. If you'd like your ready stock items sooner, please place a separate order.
Products
Why does the colour look different from the photo?
Colours may vary due to screen calibration and studio lighting. This is normal and not considered a defect.
The measurements are slightly off — is this normal?
A difference of 0.1–3.0cm may occur due to the way products are measured. This is not considered a defect.
Still have questions?
Our team is always happy to help. Reach out and we'll get back to you as soon as we can.