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Delivery Policy

Orders are packed and shipped Monday – Friday only. Orders placed on Saturday and Sunday and selected holidays are processed on the next business day.  Deliveries will be made within 3-5 business days upon acceptance of your order.  Quoted delivery times are a guide only. While Vivacious Heart endeavours to meet the targeted delivery times, from time to time factors beyond our control can result in delayed delivery. 

 

Your deliveries will be made through our designated courier providers, and you will be notified of the courier upon dispatch of your order. Refer to the designated courier company for terms and conditions. A unique order number will be communicated to you via email which can be used to track the status of your order.

 

Shipping is free for orders in Malaysia.  International Delivery rates can be viewed in the relevant section of the payment process.

 

Once you have indicated your address and you have received confirmation of your order, we regret that no changes to the specified address and/or delivery option will be accepted.
We reserve the right to contact customers and arrange alternative delivery methods and timelines if your delivery address is remote or to cancel the order if delivery is not feasible.
Before you finalise your order, you have the option to indicate in the "Notes" field whether the order should only be delivered to you OR you can specify an alternative authorized person's name to receive it on your behalf. You or the authorized person will be required to show proof of identification to the courier upon delivery.
In order to safeguard your purchase, the carrier will only deliver to the specified address and to you or one of the people indicated on the notes of the order as being authorised to receive your parcel.  The courier will request proof of identity from the person receiving the parcel if this was indicated in the "notes" field of the order.
The person receiving the parcel will be asked by the courier to sign the waybill indicating that the parcel/carton has been received undamaged and in good condition.
Proof of ID may be requested to verify authenticity of purchaser.

 

In the unlikely event that the parcel/carton is damaged and/or the security seal is broken, then the receiving person can either:
Check the parcel in front of the driver and indicate on the courier's waybill (delivery documentation) whether there are any:

  • breakages, and/or
  • damages and/or
  • items missing.

Both parties (the courier and the person receiving) will need to co-sign their names against this indication. If the receiving person chooses to still accept the damaged carton, the waybill will reflect that a damaged parcel was received and accepted with both parties co-signing.
Alternatively, the receiving person can send the parcel back and indicate on the waybill the reasons for sending the parcel back. Both parties will need to co-sign against this indication.


 
Kindly refer to our Return and Refund Policy for further information.

 

If you decide to change or cancel your order, please email us immediately at customer@vivaciousheart.my. If your order has already been shipped, simply return the shipment and we will refund the purchase price of the item. Unfortunately, the return shipping costs are not refundable.