Shipping, Return & Exchange Policy
Updated as of: 2026 • Domestic & International Worldwide Shipping • 30-Day Returns Policy
Shipping & Delivery Policy
1. Order Processing & Dispatch
- Orders are processed and dispatched within 1–2 business days (Monday – Friday, excluding Malaysian public holidays).
- Orders placed after 2:00 PM (GMT +8) or over the weekend will be processed on the following working day.
- A tracking number will be provided via email or SMS once your order has been handed over to our courier partner.
2. Domestic Shipping Rates & Delivery Timeframes
Peninsular Malaysia (West Malaysia)
• Standard Delivery: 1–3 business days
• Standard Shipping Fee: RM6.80 flat rate
• FREE SHIPPING: Applicable on orders of RM150 and above.
East Malaysia (Sabah, Sarawak & Labuan)
• Air Courier Delivery: 3–5 business days
• Standard Shipping Fee: RM16.00 flat rate
• FREE SHIPPING: Applicable on orders of RM200 and above.
3. International Shipping (Overseas Orders)
• Coverage Areas: We offer worldwide international shipping (including Singapore, Thailand, Hong Kong, and other international destinations).
• Delivery Timeframe: Typically 7–14 business days, subject to destination customs processing, flight schedules, and local postal efficiency.
• International Shipping Rates: Shipping fees are calculated dynamically at checkout based on the destination country, total order weight, and parcel dimensions.
• Customs, Taxes & Import Duties (DDU Basis): All international parcels are shipped on a DDU (Delivered Duty Unpaid) basis. Any import duties, local goods and services tax (GST/VAT), customs clearance charges, or administrative brokerage fees imposed by the destination country's government are the sole responsibility of the recipient.
• Customs Clearance & Regulatory Holds: SYUEO MALAYSIA EMPIRE is not responsible for international delivery delays caused by destination customs inspections, import clearance procedures, or local postal disruptions.
Return & Refund Policy
1. Eligibility & Return Window (30-Day Guarantee)
- Products purchased directly from the SYUEO Malaysia Official Store can be returned within 30 calendar days from the date the order is delivered.
- Items must be in new, unopened, and original saleable condition with all security packaging and seals intact.
- All returns are subject to physical inspection upon arrival at our warehouse.
✦ 2. Complimentary Samples & Adverse Reaction Guarantee
We encourage customers to use the complimentary trial samples included with their purchase first. If any adverse allergic reaction occurs after testing the sample, you may request a full refund for the unopened, regular-sized product.
3. Promotional Gifts & Bundles
Items that qualified for free promotional gift(s) must be returned together with the complimentary gift(s) (excluding single-use product sample sachets).
4. Non-Returnable & Non-Refundable Items
- Outbound shipping and delivery charges are non-refundable.
- Engraved, customized, and clearance items marked as “Final Sale” or “Non-Returnable” are not eligible for return or exchange.
- Electronic vouchers issued by SYUEO Malaysia cannot be exchanged for cash or transferred to third parties.
5. Refund Processing (3 Business Days)
- Returned items will be inspected and processed within 3 business days of receipt at our warehouse.
- Approved refunds will be credited back to your original payment method and platform.
- If the payment was split between an electronic voucher and a credit/debit card, the refunded amount will be credited first to the card, with any remaining balance restored as an electronic voucher.
- For purchases made on third-party e-commerce channels (e.g., Shopee, Lazada, TikTok Shop), the final disbursement timeline follows the respective platform’s payment cycle.
6. Exchange Policy
To exchange an item, return the eligible unwanted product for a refund (processed within 3 business days of receipt) and place a new order on our platform for the replacement product.
Product Damage, Missing or Wrong Items Upon Receipt
Immediate Parcel Inspection: Please inspect your package upon arrival. If damage has occurred to the contents during transit, retain the external shipping box, packing materials, and all damaged products.
14-Day Claim Window: Any claim regarding lost, missing, wrong, or damaged items must be reported within 14 calendar days from the delivery date. SYUEO reserves the right to decline claims submitted after this 14-day window.
Claim Submission Channel & Customer Support
Customer Support Email: [email protected]
WhatsApp / Hotline: +6011-2092 0969 / 011-20920969
Business Address: SYUEO MALAYSIA EMPIRE (003593452-M), Level 41, The Intermark, Visa Tower, Jln Tun Razak, Kampung Datuk Keramat, 50400 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.
Abuse Monitoring: SYUEO monitors claims of damaged, defective, or missing goods for pattern abuse and reserves the right to decline reshipment or refund requests that do not comply with our policy guidelines.