Shipping Policy

Thank you for shopping with Nilai Apparel Gift & Souvenir. This Shipping Policy explains how we process, handle, and deliver your orders.

1. Production & Processing Time

Because we specialize in custom jerseys, uniforms, and personalized apparel, production time varies based on quantity and design complexity.

Estimated Production Time:

7–14 working days (after design approval & payment)

Please note:

• Peak seasons, bulk orders, or complex designs may require extra time.

• Production only begins once the final mock-up is approved.

2. Shipping Time

Shipping time depends on your location and courier service.

Estimated Delivery Time:

• West Malaysia: 2–5 working days

• East Malaysia: 3–7 working days

• International Orders: 7–21 working days (depending on country)

These are courier estimates and may vary.

3. Shipping Fees

Shipping fees are calculated based on:

• Delivery location

• Order weight/size

• Courier rates

Shipping costs will be shown at checkout or provided in your quotation.

4. Courier Partners

We ship using trusted courier services such as:

• J&T Express

• PosLaju

• DHL / FedEx (for international orders)

Tracking details will be provided once your order is shipped.

5. Order Tracking

After dispatch, you will receive a tracking number via WhatsApp, email, or message.
You may track your parcel directly on the courier’s website.

6. Delays

Please note that shipping delays caused by courier services, customs, or weather are beyond our control.
We are not responsible for delays once the order has been handed to the courier.

7. Lost or Damaged Parcels

If your parcel is lost or damaged during shipping:

• We will assist by contacting the courier

• Compensation is subject to the courier’s policy

• Replacement for custom items will be reviewed on a case-by-case basis

Please report issues within 48 hours of receiving the parcel.

8. Wrong Address / Failed Delivery

Customers are responsible for providing accurate delivery information.
If a parcel is returned due to incorrect address or failed delivery attempts:

• Re-delivery fees will be charged to the customer.

9. In-Store Pickup (If Applicable)

If you offer self-pickup:
Customers may collect their orders from our store/office once notified.
Please bring proof of order upon pickup.