Shipping Policies

1. How long does it normally take to ship out items once an order is made?
Twigs will process your order within 24 hours after payment is made and confirmed. Orders will be shipped within 2 Business Days (Monday–Friday, excluding public holidays).

2. When will I receive my order?
Customers can select their preferred delivery date at checkout (subject to availability and courier cut-off times).


 Estimated delivery times:

  • Lalamove (same-day or scheduled): Delivery within the selected date and time slot (available for selected areas only).
  • DHL (Malaysia):
    – West Malaysia: Estimated 1–3 working days
    – East Malaysia: Estimated 3–5 working days
  • DHL (International): Estimated 14 business days or more, depending on customs and destination.

3. Why "Business Days"?
This refers to Monday to Friday, excluding national and state public holidays, based on the courier service’s operating schedule. Orders placed around public holidays may experience delays.

4. What shipping service do you use and how much does it cost?
 Customers can choose from the following options at Product option

Lalamove (On-Demand & Scheduled Delivery)
– Available for selected areas only (e.g. Klang Valley)
– Customers can select a specific delivery date and time slot
– Charges are based on distance and delivery type, calculated in real time

– Please allow at least 2 hours for order processing and gift packing.

  • DHL (Domestic & International)
     – Fast, trackable delivery for local and international orders
     – Rates calculated based on weight, destination, and delivery speed
     – International orders may incur customs duties or import taxes

5. Do you ship internationally? How much does it cost and how long does it take?
 Yes. Customers may choose DHL for international shipping at checkout.
Shipping charges vary by country, weight, and selected service. Delivery may take 14 business days or more.
All international parcels are registered and trackable. Customs duties and taxes (if any) are the customer’s responsibility.

6. Can I have the tracking number for my order?
 Yes. Once your order is fulfilled, a tracking number will be sent to your registered email address.

7. My tracking number says it’s not found or unavailable. What should I do?
Please allow up to 24 hours after shipping for the courier system to update. If the issue persists, contact us at 014-659 9770/03-6211 2026 and we will verify the tracking details.

IMPORTANT NOTES

  • Customers are responsible for ensuring that someone is available to receive and sign for the delivery at the selected time or address.
  • For Lalamove deliveries, missed delivery during the selected time slot may incur re-delivery fees.
  • If no one is available to receive the parcel, the courier may leave a pick-up slip or return the item to the nearest hub or post office.
  • Twigs is not responsible for delivery delays caused by incorrect shipping details or unavailability of recipient at the delivery address.
  • Any re-delivery fees due to failed attempts will be borne by the customer.
  • You may track your parcel using the tracking number provided, or contact the courier’s customer service for assistance.

Order Issues
If Twigs is unable to fulfill your order due to unforeseen circumstances (e.g. out-of-stock or damaged items), we will contact you to arrange for an alternative option. You may choose to:

  • Replace with another item of equal value
  • Request a refund for the unfulfilled item(s)