Shipping Policy

1. Order Processing Time

All orders are processed after payment has been successfully received.

Our standard order processing time is:

Business days exclude weekends, public holidays, courier non-working days, and unforeseen service interruptions.

During campaign periods, product launches, public holidays, or high-volume order periods, processing may take longer than usual.

• Malaysia orders: 2–5 business days
• International orders: 5–10 business days, where available

2. Shipping Coverage

We currently ship to Malaysia and selected international locations if international shipping is enabled at checkout.

Shipping availability may depend on product type, delivery address, courier coverage, customs rules, and courier restrictions.

If your location is not available at checkout, please contact us before placing an order.

3. Shipping Fees

Shipping fees are calculated and displayed during checkout before payment is completed.

Shipping fees may vary depending on delivery location, courier provider, product weight, product size, packaging requirements, and promotional shipping offers.

Any free shipping promotion, if offered, will be subject to the terms stated on the website or campaign page.

4. Estimated Delivery Time

Estimated delivery time begins after your order has been processed and handed over to the courier.

Estimated delivery times:

Delivery timelines are estimates only. Actual delivery may be affected by courier delays, weather, customs inspection, peak seasons, incorrect shipping information, or other circumstances beyond our control.

• West Malaysia: 2–5 business days
• East Malaysia: 4–10 business days
• International shipping: 7–21 business days, depending on destination and customs clearance

5. Order Tracking

Once your order has been shipped, we will provide a tracking number by email, WhatsApp, SMS, or through your account order page where available.

Please allow some time for the courier tracking system to update after the tracking number is issued.

6. Incorrect Shipping Information

Customers are responsible for providing accurate shipping details, including full name, phone number, delivery address, postcode, state, country, unit number, building name, and delivery instructions where applicable.

GAISHA is not responsible for failed deliveries, lost parcels, or delays caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error in your shipping details, please contact us immediately. We will try to assist if the order has not yet been shipped.

7. Failed Delivery, Re-delivery, and Returned Parcels

If a parcel cannot be delivered due to an incorrect address, unavailable recipient, failed delivery attempts, or refusal to accept the parcel, the courier may return the parcel to us.

In such cases, re-delivery fees may apply. Original shipping fees are non-refundable. Additional courier or handling fees may be charged before re-shipment.

8. Damaged, Missing, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, missing, or incorrect, please contact us within 48 hours of delivery with:

We will review the case and may offer a replacement, store credit, refund, or other suitable resolution depending on the situation.

Claims submitted without supporting evidence may not be accepted.

• Order number
• Clear photos or video of the parcel
• Clear photos of the damaged or incorrect item
• Courier waybill or shipping label
• Description of the issue

9. Lost Parcels

If your tracking status shows that your parcel has been delivered but you did not receive it, please contact the courier first and notify us as soon as possible.

GAISHA will assist with courier investigation where possible, but we are not responsible for parcels confirmed as delivered to the address provided by the customer.

If a parcel is officially confirmed lost by the courier, we will review the case and determine the appropriate resolution.

10. International Shipping, Customs, Duties, and Taxes

For international orders, customers are responsible for any customs duties, import taxes, clearance fees, local taxes, or other charges imposed by the destination country.

GAISHA is not responsible for delays caused by customs inspection or import restrictions.

Customers are responsible for ensuring that the purchased product can be imported into their country.

11. Pre-order or Made-to-order Items

Some merchandise may be offered as pre-order, limited release, or made-to-order items.

For these items, estimated shipping dates will be stated on the product page where applicable. Delivery may take longer than standard ready-stock items.

Orders containing both ready-stock and pre-order items may be shipped together unless stated otherwise.