Shipping Policy

Thank you for shopping with Serana Beauty. This Shipping Policy explains where we deliver, what it costs, how long it takes and what to do if something goes wrong with your delivery. It applies to all orders placed on seranabeauty.com, which is operated by T&Y Aura Sdn. Bhd. (Company No. 202501044339), B-5-8, Plaza Mont Kiara, Mont Kiara, 50480 Kuala Lumpur, Malaysia ("Serana", "we", "us" or "our"). Returns and refunds are covered by our separate Returns & Refund Policy.

1. Where we deliver

We currently deliver to Malaysia (Peninsular Malaysia, Sabah, Sarawak and Labuan), Singapore, and selected countries in South-East Asia. The countries available for delivery are shown at checkout and may change from time to time. If your country is not listed, please contact us at hello@seranabeauty.com and we will let you know when delivery becomes available.

We deliver to residential and business street addresses only. We do not deliver to P.O. boxes, poste restante or freight-forwarding addresses, as our couriers cannot obtain proof of delivery for them; orders with a P.O. box as the delivery address may be cancelled and refunded. Parcel lockers and courier collection points are accepted where our courier partners support them (see Section 4).

2. Delivery fees

Delivery fees depend on the destination and the size and weight of your parcel. The exact fee for your order is calculated and shown at checkout before you confirm payment, so you always know the total cost before you pay. From time to time we may offer free or reduced delivery, for example on orders above a minimum spend or during promotions; any such offer will be shown at checkout and will state the destinations and conditions it applies to.

2.1 Taxes and duties on international orders

Prices on the Site are shown in Malaysian Ringgit (RM). For deliveries outside Malaysia, your order may be subject to import duties, goods and services tax (GST), value-added tax (VAT) or customs handling fees charged by the destination country. These charges are not included in our prices or delivery fees and are your responsibility as the importer; they are usually collected by the courier before or at delivery. We have no control over these charges and cannot predict their amount. If you are unsure, please check with your local customs authority before ordering.

3. Processing and delivery times

Orders are processed and dispatched from Malaysia within 1 to 2 working days (Monday to Friday, excluding Malaysian public holidays) after your payment is confirmed. Orders placed on weekends or public holidays are processed on the next working day. During sales, product launches and festive seasons, processing may take a little longer; we will let you know if there is a significant delay.

Estimated delivery times after dispatch are:

These are estimates provided by our courier partners, counted from the date of dispatch rather than the date of your order, and are not guaranteed. Deliveries to remote areas, outlying islands and certain postcodes may take longer and may carry a surcharge, which will be shown at checkout. Weather, customs inspections, peak-season volumes and other events beyond our control can cause delays.

Once your order is dispatched we will e-mail you a tracking number and a link to the courier's tracking page. You can also find tracking information under "My Orders" in your account. Tracking may take up to 24 hours to become active.

4. Delivery address and receiving your parcel

Please make sure your delivery address, postcode and contact number are complete and correct before confirming your order. We deliver to the address you provide and cannot be responsible for parcels delivered to an incorrect or incomplete address supplied by you. If you notice a mistake, contact us immediately at hello@seranabeauty.com with your order number; we can usually change the address only before the order is dispatched.

Our courier partners may require a signature, or may leave the parcel at your door, guardhouse or mailroom in line with their standard practice and any instructions you give them. Once the courier's tracking records the parcel as delivered to your address or to a person at that address, responsibility for the parcel passes to you. If the courier cannot deliver (for example, no one is available or the address cannot be found), they will usually try again or hold the parcel at a collection point for a limited time before returning it to us, so please respond promptly to any delivery notification.

5. Problems with your delivery

Parcel not received. If your tracking shows no movement for more than 5 working days (Malaysia) or 10 working days (international) after dispatch, or shows the parcel as delivered but you have not received it, please check with household members, your building's management or guardhouse and your neighbours, then contact us within 7 days so we can open an investigation with the courier. Investigations usually take 5 to 10 working days. If the parcel is confirmed lost in transit, we will send a replacement at no cost or, if the item is no longer available, refund you in full including the delivery fee.

Parcel damaged, opened or items missing. Please inspect your parcel on receipt. If the packaging is visibly damaged or tampered with, take photographs before opening. If any product is damaged, leaking, broken or missing, or a product's security seal has been tampered with, contact us within 3 days of delivery with your order number and photographs, and we will arrange a replacement or refund under our Returns & Refund Policy. You will not be asked to pay return shipping in these cases.

Wrong item received. If you receive an item different from what you ordered, contact us within 3 days of delivery with a photograph of the item and its label. We will arrange return of the wrong item at our cost and send the correct item or refund you.

6. Refused, undeliverable and returned parcels

If a parcel is returned to us because it was refused, unclaimed, the address was incorrect or incomplete, or import duties or taxes were not paid, we will contact you to arrange redelivery, which will be subject to a new delivery fee. If you prefer a refund, we will refund the product price less the original delivery fee and any return-to-sender or customs charges we incurred, once the parcel reaches us in resaleable condition.

7. Changing or cancelling an order

We start processing orders quickly. If you need to change or cancel an order, contact us as soon as possible at hello@seranabeauty.com with your order number and we will do our best to help if the order has not yet been dispatched. Once an order has been dispatched it cannot be cancelled, but you may return eligible items under our Returns & Refund Policy.

8. Contact us

For any delivery question, e-mail hello@seranabeauty.com or call +603-2788 3778, quoting your order number. We aim to respond within 1 working day.

9. Changes to this policy

We may update this policy from time to time. The version in force when you place your order applies to that order. The version number and date at the top and bottom of this policy show when it was last updated.