Artthoukat’s Payment, Shipping, Refunds and Cancellations Policy
Order & Payment
Payment must be made within 2 hours otherwise your order will be cancelled.
We are not able to modify or cancel any successful orders for any reason.
If you happened to perform unintended multiple purchases or/and purchase the
wrong product, we are not able to neither cancel, modify any of the orders nor to refund the amount.
We have the right to cancel or refuse any order you place with us.
We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order if we encounter any suspicious orders.
Please allow us 3-5 working days to process the orders.
- Within State: 3-4 days
- State to State: 4-5days
East Malaysia: 7-8 days
DHL Packet Plus with Tracking Number
Currently shipping to:
Shipping options provided may differ depending on the location. If shipping to your country is currently not available, please leave a message in the contact section to receive a quotation. Please note that the shipping fee listed is constantly updating based on the Universal Postal Union (UPU).
you may track and get the customer service contact number here (Domestic and International): https://ecommerceportal.dhl.com/track/
For orders placed outside of Malaysia, you are responsible to pay tax/customs fees when receiving foreign shipments. We have no control over any fees/taxes levied by your country's customs department. Please be aware of these potential additional charges before placing any orders.
Please note that some countries may require parcels to be opened for customs department inspection. Our store cannot be held responsible for the handling by customs officials, and we are unable to provide compensation or replacements for any items lost, seized, or damaged during the inspection.
If by any chance that your parcel is being held by the customs department, please contact your respective country’s customs department to make the necessary arrangements to collect your parcel/make payment for taxes and customs fees. The procedure of claiming parcels from the customs department may differ from country to country thus we are unable to advise you on the procedures and tax rates/custom fees.
Damage and Returns
All product's defects and/or damages must be reported to [email protected] within 7 days of receiving the merchandise. We will not service any reports made 7 days after the date of receipt.
To be eligible for a return, the item must have a manufacturing defect or damage. The item must be unused and in the same condition that you received it. It must also be in its original packaging. To complete your return, we require a receipt or proof of purchase.
To file a return report, please email [email protected] the following:
1. Photos of the defect or damaged areas.
2. Order no. / Receipt of purchase
Once the report has been received and inspected, we will then evaluate the merchandise condition and decide the best action to be taken.
Exchanges (if applicable)
Exchanges are only applicable if the report of defect/damage item due to manufacturing issues has been approved by us.
You will be responsible for paying for your own delivery costs for returning the reported item & receiving the exchanged item. Delivery costs are non-refundable.
Refunds (if applicable)
Refunds are only applicable if there is no available stock for us to replace the returned item. If the refund is approved, your refund will be then processed & funds returned via bank transfer/Paypal within a certain amount of days.
If you haven’t received a refund yet, kindly check directly with your bank/Paypal as it may take some time before your refund appears in your bank account/Paypal account.
If you’ve checked and still have not received your refund after 20 days, please email us at [email protected]
Promotional Items are not allowed for exchange or refund and Promotional Prices are non-negotiable. Please take note when purchasing the Promotional Items.
Non-returnable & non-refundable item
Sales & promotional item are non-returnable and non-refundable.
Mishandling by courier services
We also do not accept returns or provide refunds for damaged or lost orders due to mishandling by courier services. In this case, all damage claims should be made to the courier services.
Cancellations and Delays
We do not accept order cancellations. We are not liable for item cancellations and delays caused by circumstances beyond our control e.g. production issues, product shortages, courier delivery issues etc. Please understand that we act on every customer’s order to the best of our abilities.