FREQUENTLY ASK QUESTIONS
SHIPPING
- Local shipping : 2 – 3 days from dispatch.
- International shipping : 2 – 4 weeks from dispatch.
- We aim to ship your order the following business day. However, during peak seasons, we may require an additional day to process incoming orders. Please allow 3-5 business days after receiving a dispatch note.
- We are shipping Mondays to Saturdays using the following couriers: GDEX for local shipping, SF Express for international shipping.
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The flat rate of local delivery is West Malaysia RM7 / East Malaysia RM15.
Duties, taxes, and fees for international shipping may apply. You are responsible for any import taxes, duties, or fees imposed by the country for importing our products.
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International delivery costs vary depending on location and weight; please select the items you wish to purchase, and you will be provided with a postage quote based on weight and delivery location. Although we strive to ship orders the following business day, regular shipping is not guaranteed to arrive within 2-6 weeks; this is an estimate. Please allow for delays as well.
- You can go to [ My account ] > [ Order ] to check your tracking number.
- We offer untracked delivery to other countries where possible. If your order is untracked and does not arrive within 6 weeks. Please contact us via email.
- Due to current circumstances, delivery can be quite delayed at the moment, so please be patient with your order!If you have any questions about the status of your order, please fill out the contact form with your name and order number, and we will get back to you as soon as possible.
- Please keep in mind that we are not liable for any delays caused by the delivery service, bad weather or COVID.
Yes! We ship worldwide. You can contact us via Instagram @viliv.official, and we will provide you with a shipping cost estimate and order details based on your location.
REFUND & RETURN
Due to the handmade nature of our products, we are unable to offer refunds once items are shipped.
If your parcel arrives damaged, please contact us via email, and we will be happy to arrange a repair or replacement at no additional cost.
If you believe your package is lost in transit, please reach out, as it may be returned to us and we can arrange to resend it if needed.
- Currently, we are unable to accept returns as a small business, but please don’t hesitate to contact us with any concerns, and we’ll do our best to help!
- Please understand that we are not responsible for incorrect shipping address and delivery failure, so make sure the shipping address is correct before placing order .
GENERAL
- All of my products are made to order in my small home studio. Everything else is shipped from Malaysia.
- Commissions will be opened intermittently, based on our work schedule. Please follow our Instagram @viliv.official for the latest updates on commission availability.
- For work inquiries, please reach out to vilivtodream@gmail.com for more information.
- Currently, this website only accepts local payments (Touch N Go e-wallet, GrabPay e-wallet, FPX bank transfer, Mastercard, Visa).
- For international orders, we currently accept Wise and Paypal, please contact us to order via Instagram @viliv.official.