Shipping & Tracking
Q: Where & when can I pick up my order?
A: You will receive an email once your order is ready for pick up. Address & working hours are as below:
Level 19, Equatorial Plaza, Jalan Sultan Ismail, 50250 Kuala Lumpur.
Monday - Friday: 10AM - 6PM
(closed on weekends and public holidays)
Q: Can I pick up my website order at any Celovis retail stores?
A: Retail stores of Celovis are not available for website pick up due to shop policies.
Q: What are my shipping options?
A:
- Free Shipping (East & West Malaysia only.)
- Same-Day Delivery (Klang Valley only)
- Next Day Delivery (Singapore/Bangkok only)
- International Shipping
Q: How long does delivery take?
A:
For [Same-day delivery] (Klang Valley Only):
a. All orders placed before 3pm on Monday-Friday will be processed and delivered by Lalamove/Grab on the same day before 7PM.
b. Orders after 3PM will be delivered on the next working day.
For [Next-day Delivery] (Singapore & Bangkok only):
a. All orders placed before 11AM will be processed and delivered on the next working day.
b. Orders after 11AM will be delivered on the following working day.
[Working days: Monday - Friday, excluding Malaysia Public Holidays]
Orders placed during Public Holiday/ Weekends will be processed on the next working day.
Q: How can I track my order?
A:For free shipping: An email that includes a tracking link will be sent to you by our website system once the parcel order is created, it is the customer's responsibility to check on the status of the parcel upon receiving the tracking email.
For same-day delivery: A text message will be sent to the recipient's phone number (no parcel info included) once the order is processed and ready to send out.
Q: What are the shipping rates?
A:Free shipping is available for all orders with no minimum spend required for all Malaysia deliveries.
Same-day delivery is chargeable from RM11 - RM25 depending on delivery location.
International shipping is chargeable from RM20 - RM150 depending on the destination country.
You may check the exact shipping fee after filling in your details in the checkout page.
Q: Will my parcel be charged customs and import charges?
A:Any customs or import duties are charged once the parcel reaches its destination country. These charges MUST be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Q: Which shipping courier do you use?
A:For Malaysia shipments: DHL-e / Poslaju
For Singapore shipments: SF Express / Teleport / Aramex / Janio
Other couriers if above are unavailable: Pgeon, Flash
Q: How can I change my order after it's been placed?
A: We process all orders within 2 working days or even quicker, changing an order after it's been placed may not be possible if it has already been processed in our system.
You may contact us via FB Messenger/ Instagram for the quickest reply to check if your order can still be changed. We will always do our best to make sure you’ll get what you need. However, if orders are processed by our warehouse team, then unfortunately, we will not be able to amend the said order.
Q: Will there be an additional charge for re-delivery?
A:Yes, if the parcel was not delivered to the recipient due to wrong address/contact info and has returned to the sender, a second delivery fee will be charged by the logistics partners. Note that the second delivery fee is the responsibility of the recipient.