Shipping policy
**Order Processing and Delivery Timeline**
After placing an order, customers should allow 2–3 working days for processing before the package is handed over to our trusted courier service for delivery.
**Estimated Delivery Times:**
- **Within Johor Bahru:** Up to 3 calendar days
- **Within West Malaysia:** Up to 7 calendar days
- **Within East Malaysia:** Up to 10 calendar days
To track the delivery, customers can utilize the tracking number provided in their order confirmation. Please note that shipping fees and delivery timelines are subject to periodic updates. Processing and delivery may take longer than usual during promotional sales, festive periods, or peak seasons. For further updates or queries, contact our Customer Service Hotline at +60 12-234 8203.
If an order cannot be processed as indicated in the Order Confirmation email, EMAS NAUFAL will inform the customer promptly using their provided contact details.
**Delivery Responsibility**
Our trusted courier partners are committed to maintaining secure deliveries. In the rare event of loss during transit, an investigation will be conducted in collaboration with the courier service. Refunds or replacements will only be issued once the loss is officially confirmed following our internal procedures. However, claims for lost items may be denied if successful delivery has been verified or if the loss does not result from the courier or EMAS NAUFAL's negligence.
It is recommended that customers personally accept their orders at the time of delivery. If unavailable, customers are responsible for arranging a secure alternative. Neither EMAS NAUFAL nor its couriers will be liable for loss, damage, or unclaimed packages post-delivery as specified in the provided instructions when evidence of successful delivery is recorded (e.g., receipt by another individual at the given address or at a drop-off location).
**Customer Responsibilities**
Customers must ensure they provide accurate and complete delivery details, such as recipient name and correct address. EMAS NAUFAL is not liable for delivery delays, losses, or missed shipments caused by incorrect or incomplete customer information.
Once courier services confirm delivery through proof of delivery documentation, responsibility for loss or damage shifts to the customer—this applies regardless of who physically accepts the package at the destination address.
Should a delivery fail due to reasons attributable to the customer (e.g., incorrect address submission, unavailable recipient, or refusal to accept), the package will be sent back to EMAS NAUFAL. Customers requesting a redelivery will incur additional fees. In such situations, EMAS NAUFAL reserves the right to cancel the order and deduct costs associated with return processing from any refunds.
In cases where customers detect issues like tampered packaging upon receiving their order, they should immediately contact EMAS NAUFAL Customer Service via +60 12-234 8203 for assistance.
EMAS NAUFAL shall not be held liable for delays or delivery failures resulting from circumstances beyond reasonable control, including but not limited to courier disruptions, extreme weather conditions, public holidays, or government-imposed restrictions.
To the fullest extent permitted by law, EMAS NAUFAL's liability for any order is limited strictly to the amount paid by the customer for that particular order. The company will not bear responsibility for any indirect, incidental, or consequential damages incurred.
**Click-and-Collect Service**
Customers may also opt to collect their purchases directly from our designated location:
EMAS NAUFAL @ Amerin Hotel Lobby
No 35, Jalan Persisiran Perling 1, Taman Perling
81200 Skudai, Johor Darul Ta'zim
**Scheduling a Pickup**
Customers are required to coordinate their self-collection timing at least 2–3 days in advance by contacting our Customer Service Hotline at +60 12-234 8203. Without prior scheduling, EMAS NAUFAL reserves the right to deny collection if the order is not ready at the intended pickup time.