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WHERE DO WE DELIVER TO?

We deliver nationwide in Malaysia.
For any purchase outside Malaysia, kindly email us at hello@koyara.com for shipment charges (or chat with us on our chat center) and we will try to work out a one-off delivery arrangement for you. We will advise you accordingly before you proceed to check out.

WHO ARE OUR SHIPPING PARTNERS?
We work closely with GDEX, Skynet and Pos Laju to deliver your products. The choice of courier service depends on the product weight and courier's availability. You will be updated accordingly via email notifications once the shipment has been made.



 

I PREFER ONE COURIER PROVIDER OVER ANOTHER. IS IT POSSIBLE TO SELECT THE COURIER PROVIDER?
Absolutely. Please email us at hello@koyara.com or drop us a line at the chatroom on Koyara to state your preferred courier service and we will try to accommodate your request as best as we can.


HOW LONG DOES A SHIPMENT TAKES?
We usually delivers all orders placed by 11.59 p.m. the next business day and in normal circumstances, the parcel would be received on the 3rd day of order.
During busy sales period, long public holidays and for products that are directly fulfilled by suppliers, delivery may takes up to 5 business days.

Ordered by 11.59 pm On:

Get it No Later Than

Monday

Friday

Tuesday

Monday

Wednesday

Tuesday

Thursday

Wednesday

Friday

Thursday

Saturday

Friday

Sunday

Friday


Once your items have been despatched, you will receive an email which includes a tracking number to track the progress of your parcel.
WHAT ARE YOUR SHIPPING RATES?

Peninsular Malaysia

Standard Shipping: 3 to 5 Business Days

FREE:
Orders Above RM100

RM10.60: Orders Below RM100

East Malaysia

Standard Shipping: 3 to 5 Business Days

FREE:
Orders Above RM180

RM31.80: Orders Below RM180

 


HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED OUT?

Once your order has been processed and packed, we will email you a tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there!

Typically the tracking status can only be seen 1 day after it is emailed to you as our courier partner takes a day to update it in the system.


HOW DO I TRACK MY ORDER?

Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the tracking page of GDEX, Skynet or Pos Laju.

Alternatively you may log in to your account on Koyara to track the order parcel.


MY PARCEL IS DELAYED AT THE COURIER
We understand it is can be a hassle to call courier providers to track your parcel if it is delayed. Pass on the dirty work to us if you face this problem and let us resolve the issue for you directly with the courier provider.

MY ORDER IS INCOMPLETE! ARE SOME ITEMS MISSING?
We are working with our various partners on different basis and some orders are fulfilled directly by the brand owners instead of Koyara. These items may therefore arrive separately from the parcel sent out by us.


You will be notified via the tracking email sent to you if your order will arrive in different parcels. If you face any doubt, please email us at hello@koyara.com or chat with us on our chat center.

SOME ITEMS ARE REALLY MISSING. WHAT SHOULD I DO?
For items that are missing on transit to you, Koyara will definitely replace the said items. Just contact us at hello@koyara.com or chat with us to arrange for replacement.
ARE EXCHANGES ALLOWED?
Yes definitely! You may exchange an item if it is unopened and in good condition when shipped to us. Should the exchanged-for item has higher value than the item returned, you will need to top up the difference in pricing. For lower value items, the difference will be issued in the form of shopping voucher for future purchases on Koyara. Note that all delivery charges incurred during the exchange process should be borne by consumers.
THE ITEM THAT I RECEIVED IS FAULTY
We are deeply sorry for this blunder. Though rare, this sometimes happen as our products are fragile and mishandling during shipping can cause breakage. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately.

To make a claim, kindly contact us within 2 business days when an order is received with a picture of the defected item, a short description and your order ID. We will exchange your item for a new one. In the event your faulty item is out of stock, we will reimburse you in the form of discount code and you can utilise the discount code for your next purchase.

We will try to rectify this as best as possible and hope it doesn’t deter you from making future purchases.


DO YOU PROVIDE SAMPLES ALONG WITH MY ORDER?
Yes we do. We encourages the discovery of new brands and sampling is a great way for you to do this. Normally we would include at least 1 sample sachet but this depends on the availability of samples we have. If you have any specific product you would like to try, contact us directly and we will check if there is a sample for the product.
DO WE DELIVER TO PO BOXES?

Unfortunately we do not at the moment. Some items are fairly high in value so our courier partners would require confirmation of delivery via signature once an order is delivered.

We are still in midst of figuring out how to deliver your parcel to PO boxes safely and will make this available once it is possible on our end.


ANY OTHER ENQUIRIES

If you have any other questions in regards to delivery, please drop us a note at hello@koyara.com or drop us a note at our chat center and we will revert to you soonest possible.