This policy explains how we ship and deliver your orders, including our courier partner, processing times, tracking, international shipping, and our returns and refunds process.
All shipping and delivery will be fulfilled by our courier partner, Ninja Van. Every delivery will be attached with a tracking number so you can track the shipment. To provide the best service, we may change courier providers in some circumstances without prior notice to customers.
If customers choose COD, they will be contacted through phone calls or SMS by our delivery partners upon delivery. It is the customer's responsibility to provide the correct mobile number when making an order. Customers need to prepare a sufficient cash amount and make CASH payment to our delivery partner's representative. Please note that bank transfer, cheque, or any other payment method is not accepted for Cash on Delivery.
All orders that are complete (with payment and verified proof of payment) before 10:00 am will be processed on the same day. Upon processing of an order, delivery is within 5 working days, based on the delivery time and date arranged by the courier partner. Any late deliveries will not be our responsibility once the parcel has been processed by the courier partner.
Our office processing days are from Monday to Friday only, unless notified otherwise.
A delivery tracking number will be sent to the customer's WhatsApp and/or email once the order has been processed. Parcels can be tracked from the courier partner's website; please allow at least 24 hours before checking their tracking system. For registered customers, order tracking can also be checked on the My Account page under the Orders section. If any delivery problems occur, please send an email to hello@ainaabeauty.my, and we will attend to your inquiry as soon as we can.
Please ensure the shipping address given is completely correct and accurate to avoid any lost or undelivered order. We will not be held responsible for any orders that are lost because of inaccurate information given by the customer.
It is the customer's responsibility to provide a shipping address where there will be a receiver for the shipment. We would like to avoid having customers collect orders outside of their shipping address.
We do arrange international shipping, and the charges will be calculated by weight and country. Please email us at hello@ainaabeauty.my for more details.
If any products delivered are received wrongly or in a damaged condition, the customer has to provide the following details:
The details are to be emailed to hello@ainaabeauty.my with your Order Number as the subject.
We will review the inquiry and refund the customer with a replacement product if it is found that the damage was caused by our own carelessness.
Any cancellation of a paid order will be refunded as store credit with equal value to the total order.
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