Shipping & Return Policies
Everything you need to know about getting your order to you and what to do if something isn't right.
Malaysia Shipping
We ship Malaysia-wide! Flat rate postage of RM 10. Free shipping when your order reaches RM 150 & above.
Selected bulky products are omitted from free shipping and must be self-collected from The LINC. Complimentary in-store collection is available for all orders at checkout.
Allow 1–3 working days for packing and dispatch, then 2–3 working days for delivery. Tracking number sent via email once dispatched.
Oversized Parcels
Oversized parcels may be dispatched via Grab or Lalamove at Haiwan's discretion. Not a guaranteed service. Oversized parcels via mail take around 7 working days.
Delivery Responsibility
It is the customer's responsibility to ensure their parcel is received at the correct address. Haiwan is not responsible for parcels received by unauthorised persons or lost/damaged by the courier. Additional re-delivery charges apply after failed attempts. Contact us at hello@haiwan.com.my if your parcel needs attention.
Pre-order Policy
If your order contains both ready stock and pre-order items, it will only be dispatched once all pre-order items arrive. To receive ready stock items sooner, please place a separate order.
Before You Return
Please consult us via live chat or email your order number to hello@haiwan.com.my before returning anything. Items returned without prior consultation will not be entertained.
Return Conditions
- Returns must be sent back within 5 working days of delivery in Malaysia.
- Size exchanges only — change of mind or design not accepted.
- Items must be unused and in original condition.
- Return postage is fully borne by the buyer.
- Returns not meeting these criteria will be declined and forfeited.
- Custom and handmade products are strictly non-returnable.
Incorrect Items
We apologise if we sent the wrong item! Please photograph it and contact us at hello@haiwan.com.my. We will reimburse return postage and process an exchange within 5 working days.
Refund Policy
Refunds are only issued if your selected product is out of stock after payment. We will contact you via email or WhatsApp to arrange a full refund. We do not refund for parcels lost by the courier, but will assist in tracing your parcel.
Need help with an order?
Our team is always happy to assist. Reach out and we'll get back to you as soon as we can.