At COMFORT ESSENCE SDN. BHD., we aim to make your shopping experience as simple and convenient as possible. This Shipping Policy explains how we process, prepare, and deliver Orders placed through our Website.
We currently provide shipping within Malaysia only, and standard shipping is free for all eligible Orders. We do not currently offer international shipping or overnight delivery.
By placing an Order through our Website, You acknowledge and agree to the terms outlined in this Shipping Policy.
Definitions
For the purposes of this Shipping Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Shipping Policy) refers to COMFORT ESSENCE SDN. BHD.
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to COMFORT ESSENCE SDN. BHD., accessible from https://comfortessencesb.com/
- “You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- “Website” refers to the online store operated by the Company at https://comfortessencesb.com/.
- “Delivery” means the transportation and delivery of Goods from the Company or its appointed fulfilment location to the delivery address provided by You.
- “Business Days” means regular working days and excludes weekends and public holidays where applicable.
- “Shipping Provider” means the courier, logistics company, or other delivery service provider appointed to deliver an Order.
1. Shipping Overview
COMFORT ESSENCE SDN. BHD. currently provides delivery services within Malaysia only.
Our standard shipping terms are:
- Shipping Area: Malaysia only
- Shipping Fee: Free
- Estimated Delivery Time: Within 7 days
- Overnight Delivery: Not available
- International Shipping: Not available
- Courier: A shipping provider selected by the Company
We aim to process and dispatch Orders as efficiently as reasonably possible.
The estimated delivery period of within 7 days applies under normal operating circumstances and is not a guarantee of delivery on a specific date or at a specific time.
2. Domestic Shipping Only
We currently ship Goods to addresses located within Malaysia.
Orders may be delivered to eligible residential and business addresses within Malaysia, subject to courier service availability.
We do not currently provide shipping services to locations outside Malaysia.
This means we do not accept Orders for:
- Singapore.
- Thailand.
- Indonesia.
- Brunei.
- Other international destinations.
- Overseas addresses.
- International freight forwarding addresses where delivery ultimately leaves Malaysia.
If You require international shipping, please contact us before placing an Order. We may consider expanding our shipping services in the future, but international shipping is not currently available.
3. Free Shipping
We currently offer free standard shipping within Malaysia.
You will not be charged a separate standard shipping fee during checkout for eligible domestic Orders.
Our free shipping service is provided for standard delivery only.
Free shipping does not mean that expedited, special, overnight, or other non-standard delivery services are available.
As overnight delivery is not offered, customers cannot pay an additional fee to request overnight delivery.
4. Delivery Timeframe
Our standard delivery timeframe is within 7 days.
The delivery period generally begins after the Order has been successfully processed and prepared for shipment.
Delivery may take longer in certain circumstances, including:
- Public holidays.
- Weekends.
- High Order volumes.
- Promotional campaigns.
- Peak shopping periods.
- Courier delays.
- Severe weather.
- Flooding.
- Road closures.
- Transportation disruptions.
- Incorrect delivery information.
- Recipient unavailability.
- Events beyond our reasonable control.
The stated 7-day delivery timeframe is an estimated standard delivery period and should not be interpreted as a guaranteed delivery date.
5. Order Processing
After You successfully place an Order, we will process the Order for fulfilment.
Order processing may include:
- Verification of Order information.
- Confirmation of payment.
- Product availability checking.
- Product preparation.
- Packaging.
- Handover to the Shipping Provider.
- Delivery to the address provided by You.
Orders may require additional processing time if we need to verify information or resolve an issue relating to payment, Product availability, or delivery details.
6. Order Confirmation
After an Order has been successfully placed, You may receive an Order confirmation through the contact information provided during checkout.
An Order confirmation may contain information such as:
- Order number.
- Products purchased.
- Quantity.
- Order amount.
- Delivery information.
- Contact information.
You should review the Order confirmation carefully.
If You notice an error in your delivery address or other important Order information, please contact us as soon as possible.
We cannot guarantee that changes can be made after an Order has entered the fulfilment or shipping process.
7. Delivery Address
You are responsible for providing a complete and accurate delivery address when placing an Order.
Please ensure that your delivery information includes the appropriate:
- Full recipient name.
- House or unit number.
- Building name where applicable.
- Street name.
- Area or neighbourhood.
- Postal code.
- City.
- State.
- Contact telephone number.
An incomplete or incorrect address may result in delivery delays, failed delivery attempts, additional handling, or the return of the parcel to the sender.
The Company is not responsible for delays caused by incorrect or incomplete delivery information provided by You.
8. Recipient Availability
You should ensure that someone is reasonably available to receive the Order when the Shipping Provider attempts delivery.
If the recipient is unavailable, the Shipping Provider may:
- Attempt delivery again.
- Contact the recipient.
- Leave the parcel at an appropriate location where permitted.
- Direct the recipient to make alternative delivery arrangements.
- Return the parcel to the sender after unsuccessful delivery attempts.
The exact procedure may vary depending on the Shipping Provider and delivery location.
9. Tracking Information
Where tracking information is available, the Company may provide You with a tracking number or tracking link after the Order has been dispatched.
Tracking information may take some time to become active after the parcel has been handed over to the Shipping Provider.
Delivery status updates are provided by the Shipping Provider and may not update immediately.
If tracking information appears to be delayed, incomplete, or temporarily unavailable, please allow reasonable time for the Shipping Provider’s system to update.
10. Courier and Shipping Provider
The Company may select the Shipping Provider used to deliver your Order.
The Shipping Provider may vary depending on:
- Delivery destination.
- Parcel size.
- Parcel weight.
- Operational availability.
- Service coverage.
- Courier capacity.
- Other logistical considerations.
We reserve the right to change Shipping Providers without prior notice where reasonably necessary to maintain our delivery service.
11. No Overnight Delivery
We currently do not offer overnight delivery.
Orders cannot be guaranteed for delivery on the next day.
We also do not currently offer:
- Same-day delivery.
- Next-day guaranteed delivery.
- Express overnight delivery.
- Priority delivery.
- Specific-hour delivery.
Please allow the standard delivery timeframe of within 7 days when placing an Order.
12. No International Shipping
We currently do not offer international shipping.
All Orders must be delivered to an eligible address within Malaysia.
We do not accept requests to ship Orders directly to overseas destinations.
Customers located outside Malaysia may browse the Website, but Products can only be ordered for delivery to eligible Malaysian addresses.
13. Delivery Delays
Although we aim to deliver Orders within 7 days, delays may occasionally occur.
Delivery delays may result from circumstances including:
- Courier operational issues.
- High parcel volumes.
- Public holidays.
- Seasonal shopping periods.
- Severe weather.
- Flooding.
- Traffic congestion.
- Road closures.
- Natural disasters.
- Transportation disruptions.
- Incorrect address information.
- Failed delivery attempts.
- Recipient unavailability.
- Technical problems.
- Events beyond our reasonable control.
If a delivery is delayed, we will make reasonable efforts to assist You in checking the delivery status.
However, the Company cannot guarantee that a third-party Shipping Provider will deliver a parcel within a particular number of hours or on a specific date.
14. Delays During Peak Periods
Delivery may take longer during periods of unusually high demand, including:
- Major online shopping campaigns.
- Promotional periods.
- Public holidays.
- Festive seasons.
- Year-end periods.
- Major sales events.
During these periods, Shipping Providers may experience higher parcel volumes.
We recommend placing Orders early if You require Products for a particular occasion or date.
15. Weather and Other Unforeseen Events
Delivery may be affected by circumstances outside our control.
These may include:
- Heavy rainfall.
- Flooding.
- Storms.
- Natural disasters.
- Road closures.
- Accidents.
- Government restrictions.
- Public emergencies.
- Transportation interruptions.
- Courier service disruptions.
When such circumstances occur, delivery may take longer than the normal estimated timeframe.
We will not be responsible for delays caused by circumstances that are beyond our reasonable control.
16. Delivery Attempts
The Shipping Provider may make one or more delivery attempts depending on its applicable procedures.
If delivery cannot be completed because:
- No one is available to receive the parcel.
- The address is incorrect.
- The address is incomplete.
- The recipient cannot be contacted.
- Access to the delivery location is unavailable.
- The recipient refuses the parcel.
the parcel may be returned to the Company.
If a parcel is returned because of circumstances attributable to the customer, additional arrangements may be required before the Order can be resent.
17. Failed Delivery
If a delivery attempt fails, You should follow the instructions provided by the Shipping Provider.
Where necessary, You may need to:
- Contact the courier.
- Arrange another delivery attempt.
- Confirm your address.
- Provide additional delivery instructions.
- Arrange collection where such an option is offered by the Shipping Provider.
The Company may assist You where reasonably possible, but the delivery process is ultimately handled by the appointed Shipping Provider.
18. Lost or Missing Parcels
If You believe that your Order has not arrived within the expected delivery timeframe, please contact us with your Order number.
We may review the shipment status with the relevant Shipping Provider.
If tracking information indicates that a parcel has been delivered but You have not received it, please contact us as soon as possible.
We may request additional information to assist with the investigation.
Depending on the circumstances, we may also require You to check with:
- Household members.
- Building management.
- Reception or security personnel.
- Neighbours.
- Other persons who may have accepted the parcel on your behalf.
19. Damaged Parcels
We take reasonable care when preparing and packaging Orders for shipment.
However, parcels may occasionally become damaged during transportation.
If You receive a visibly damaged parcel, You should document the condition of the parcel and contact us as soon as reasonably possible.
Where appropriate, please provide:
- Order number.
- Photographs of the outer packaging.
- Photographs of the damaged area.
- Photographs of the Goods.
- A description of the damage.
This information may help us investigate the issue with the Shipping Provider.
20. Wrong or Missing Items
If You receive an item that is different from the item ordered, or if an item appears to be missing from your Order, please contact us promptly.
Please provide:
- Order number.
- Product name.
- Details of the issue.
- Photographs where applicable.
We will review the Order and determine the appropriate resolution.
Where the issue is caused by an error on our part, we will make reasonable efforts to correct the issue.
21. Shipping Restrictions
Certain delivery locations may be subject to restrictions imposed by Shipping Providers.
For example, some remote, restricted-access, or otherwise difficult-to-service locations may require additional delivery arrangements.
If a Shipping Provider cannot service a particular location, we may contact You to discuss an alternative delivery address or other available solution.
22. P.O. Boxes and Special Addresses
Delivery availability to P.O. Boxes, parcel lockers, military addresses, restricted-access facilities, or other special delivery locations may depend on the Shipping Provider.
Where the Shipping Provider cannot deliver to a particular address type, You may be required to provide an alternative eligible Malaysian delivery address.
23. Changes to Delivery Information
If You need to change your delivery address after placing an Order, please contact us as soon as possible.
We will make reasonable efforts to accommodate address changes before the Order is dispatched.
However, we cannot guarantee that changes can be made once the Order has been packed, dispatched, or transferred to the Shipping Provider.
24. Order Cancellation Due to Delivery Issues
If an Order cannot be delivered due to circumstances such as an invalid address, unavailable recipient, or delivery restriction, the Company may contact You to determine whether an alternative arrangement can be made.
Where an Order is returned to us, the applicable return, refund, or redelivery arrangements will depend on the circumstances of the failed delivery and our applicable policies.
25. Shipping and Returns
Shipping arrangements for returned Products are governed by our Return and Refund Policy.
If You are eligible to return an item, please follow the instructions provided in the Return and Refund Policy before sending any Product back to us.
Do not return Products to us without following the applicable return instructions, as this may delay the processing of your request.
26. Shipping Fees for Returns
Our standard domestic delivery to customers is currently provided free of charge.
However, shipping costs associated with returns, exchanges, redelivery, or failed deliveries may be handled separately depending on the reason for the return or delivery issue.
Where applicable, the Company will inform You of any relevant shipping charges before proceeding.
27. Delivery to Multiple Addresses
Each Order is generally processed for delivery to the address submitted during checkout.
If You require Products to be delivered to multiple addresses, separate Orders may be required.
Please contact us before placing your Order if You require special delivery arrangements.
28. Delivery Instructions
You may provide delivery instructions where the Website or Shipping Provider allows such information to be submitted.
We will make reasonable efforts to accommodate delivery instructions, but we cannot guarantee that all requests can be followed.
The final delivery process remains subject to the Shipping Provider’s operational procedures and safety requirements.
29. Responsibility After Delivery
Once an Order has been successfully delivered to the designated recipient or delivery location, responsibility for the Goods will generally pass to the recipient, subject to applicable consumer rights and our Return and Refund Policy.
Customers are encouraged to store and care for Products appropriately after delivery and to follow any care instructions supplied with the Goods.
30. Customer Responsibilities
You are responsible for:
- Providing accurate delivery information.
- Providing a valid contact number.
- Monitoring available tracking information.
- Being reasonably available to receive the Order.
- Following courier delivery instructions.
- Contacting us promptly regarding delivery problems.
- Inspecting delivered Goods within a reasonable period.
- Providing accurate information when communicating with our customer service team.
31. Our Responsibilities
The Company will make reasonable efforts to:
- Process Orders accurately.
- Prepare Goods for shipment.
- Provide free standard domestic shipping.
- Arrange delivery through an appropriate Shipping Provider.
- Provide available tracking information where applicable.
- Assist customers with reasonable delivery enquiries.
- Investigate reported delivery problems where appropriate.
However, delivery services are partially dependent on third-party Shipping Providers and circumstances outside our direct control.
32. No Guaranteed Delivery Date
The stated delivery period of within 7 days is an estimated timeframe.
Unless expressly agreed otherwise in writing, we do not guarantee delivery on a particular date or at a particular time.
You should consider the estimated delivery timeframe when placing an Order, particularly if the Goods are required for an event, celebration, holiday, or other specific occasion.
33. Delivery to Malaysia
Our shipping service currently covers eligible delivery addresses within Malaysia.
We may review our delivery coverage from time to time and may modify the locations served by our Shipping Providers.
If You are unsure whether a particular Malaysian address is serviceable, please contact us before placing your Order.
34. Policy Updates
We reserve the right to update or modify this Shipping Policy from time to time.
Changes may be made to reflect:
- Changes to our delivery arrangements.
- Changes to Shipping Providers.
- Changes to delivery coverage.
- Changes to processing procedures.
- Changes to applicable laws or regulations.
- Changes to our business operations.
Any updated version will be published on the Website with a revised “Last Updated” date.
35. Contact Us
If You have questions regarding shipping, delivery status, delivery delays, or other shipping-related matters, please contact us through the contact information available on our Website.
COMFORT ESSENCE SDN. BHD.
Address:
1702-2, Jalan Kulim,
Taman Machang Bubok,
14020 Bukit Mertajam,
Pulau Pinang, Malaysia
Website:
https://comfortessencesb.com/
We will make reasonable efforts to assist with shipping enquiries and provide available information regarding your Order and delivery status.
Quick Shipping Summary
For convenience, our current shipping terms are:
Shipping Area: Malaysia only
Shipping Fee: Free
Standard Delivery: Within 7 days
Overnight Delivery: Not available
Same-Day Delivery: Not available
International Shipping: Not available
Courier: Selected by COMFORT ESSENCE SDN. BHD.
Tracking: Provided where available
This Shipping Policy should be read together with our Terms & Conditions and Return & Refund Policy.