Shipping
Everything you need to know about delivery, shipping times and tracking.
How long does it take to process my order?
Orders are processed within 1–2 business days after payment has been successfully confirmed. Orders placed on weekends or Malaysian Public Holidays will be processed on the next business day. Please note that processing time is separate from shipping time.
How long will delivery take?
Estimated delivery times are as follows:
- 3–7 business days for West Malaysia (Peninsular Malaysia)
- 5–10 business days for East Malaysia (Sabah & Sarawak)
Delivery times are estimates only and may vary depending on your location, courier operations, weather conditions, and peak shopping periods.
Which courier service do you use?
At Ouji Malaysia, we work closely with SPX Express, a trusted courier partner, to ensure your orders reach you safely and on time.
How much is the shipping fee?
Shipping charges are calculated automatically at checkout based on your delivery address, order weight, and any applicable shipping promotions. We may also offer free shipping promotions from time to time, which will be announced on our website.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and tracking link. You may also log in to your Shopify account to view your order status.
I entered the wrong delivery address. What should I do?
Please contact our Customer Service team immediately at csmy.eshop@ouji.com. If your order has not yet been processed, we will do our best to update the delivery address. Once an order has been shipped, we may not be able to make any changes
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled before they are processed or dispatched. Please contact us as soon as possible if you need assistance.
My parcel has not arrived. What should I do?
If your order has exceeded the estimated delivery timeframe, please contact our Customer Service team and provide your order number. We will work with the courier to investigate and provide an update as soon as possible.
What happens if no one is available to receive my parcel?
Our courier partner may attempt redelivery or leave instructions for parcel collection, depending on their delivery policy. If the parcel is returned to us due to unsuccessful delivery attempts or an incorrect address provided by the customer, additional shipping charges may apply for redelivery.
Do you ship internationally?
Currently, Ouji Malaysia only delivers within Malaysia. International shipping is not available at this time.
Can I request a specific delivery date or time?
Unfortunately, we are unable to guarantee specific delivery dates or delivery time slots as these are managed by our courier partners.
My parcel arrived damaged. What should I do?
If your parcel or product arrives damaged, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- Clear photos or videos of the damaged product
- Photos of the parcel and packaging
Our Customer Service team will review your request and assist you in accordance with our Return, Refund & Exchange Policy.
What should I do if I receive the wrong item?
If you receive an incorrect item, please contact us within 7 days of delivery.
Kindly provide:
- Your order number
- Photos of the item received
- Photos of the parcel and shipping label
We will investigate and arrange a replacement or refund, where applicable.
Will I receive all my items in one shipment?
Most orders are shipped in a single parcel. However, if the total weight exceeds the courier's limit, we may need to split your order into multiple shipments under separate AWB numbers. If this happens, you will be notified accordingly.
Who should I contact if I need help?
If you have any questions regarding your order or delivery, please contact us:
- Customer Service Email: csmy.eshop@ouji.com
Our team will be happy to assist you during our business hours.
Returns & Refunds
Need to make a return? Learn about our return process and refund policy.
Can I return or exchange my order if I change my mind?
No. Due to the nature of our products, we do not accept returns or exchanges for reasons such as change of mind, personal preference, or incorrect purchase made by the customer. Returns and exchanges are accepted only for defective products, damaged upon delivery, or delivered incorrectly.
What products are eligible for return or exchange?
Returns or exchanges are only applicable if:
- You received the wrong item.
- The product arrived damaged.
- The product is defective upon delivery.
The product must be:
- Unused and unopened.
- In its original packaging.
- With all original labels, seals, and accessories (if applicable).
How long do I have to request a return or exchange?
You must contact our Customer Service team within 7 calendar days from the date of delivery. Requests submitted after this period may not be accepted.
How do I request a return or exchange?
To submit a return or exchange request, please email us at csmy.eshop@ouji.com
Please include:
- Order number
- Full name
- Contact details
- Description of the issue
- Clear photos and/or videos showing the product issue
- Photos of the packaging and shipping label (if applicable)
Our team will review your request and get back to you as
soon as possible.
Do I need to return the product before receiving a replacement or refund?
In some cases, Ouji Malaysia may require the product to be returned for inspection before processing a replacement or refund. Our Customer Service team will advise you on the return process after reviewing your request.
Who is responsible for the return shipping costs?
If the return is due to an error by Ouji Malaysia, such as receiving the wrong item or a defective product, we will arrange and cover the return shipping costs. For all other cases, the customer will be responsible for the return shipping costs.
How long does it take to process my refund?
Once your refund request has been approved, your refund will be processed within 7–14 business days.
The actual time for the refund to appear in your account may vary depending on your bank or payment provider.
How will I receive my refund?
Approved refunds will be issued through the original payment method used during checkout.
What if I receive the wrong product?
If you receive an incorrect item, please contact us within 7 days from delivery.
Please provide photos of:
- The product received
- The packaging
- The shipping label
Once verified, we will arrange a replacement or refund, where
applicable.
Can I get a refund if I received a damaged product?
Yes. If your product arrives damaged, please contact us within 7 days from delivery with:
- Order number
- Photos/videos of the damaged product
- Photos of the parcel and packaging
Our team will review your request and arrange a suitable solution.
What items cannot be returned or refunded?
The following items are not eligible for return, exchange, or refund:
- Products that have been opened or used.
- Products damaged after delivery due to misuse.
- Incorrect products ordered by the customer.
- Change-of-mind purchases.
- Minor packaging imperfections that do not affect product quality.
- Clearance, promotional, bundle, or final-sale items unless defective or incorrectly delivered.
- Free gifts or promotional items.
Can I cancel my order after payment?
Orders can only be cancelled before they are processed or shipped. Once an order has been packed or dispatched, cancellation is no longer possible. Please contact us as soon as possible if you need assistance.
What if my refund has not been received?
If you have not received your refund after the stated processing period, please:
- Check with your bank or payment provider.
- Confirm that the original payment method is still active.
- Contact us at csmy.eshop@ouji.com with your order details.
Our team will assist you with the investigation.
Who can I contact for return or refund enquiries?
For any return, exchange, or refund enquiries, please contact:
Customer Service Email: csmy.eshop@ouji.com
Our team will review your request and provide assistance as soon as possible.