1. Processing Time
Ready-stock orders are generally processed and dispatched within 1–2 working days upon payment confirmation and verification. Orders containing preorder/backorder items are subject to the estimated arrival timeframe stated on the respective product page.
Processing times may be extended during peak periods, launches, promotions, public holidays, or other unforeseen circumstances.
All orders come with tracking and courier notifications via email once your order has been processed. Please ensure that your email address is correctly entered during checkout to receive these updates.
2. Local Shipping (Malaysia)
Local Standard Shipping
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West Malaysia: RM5.90 flat rate
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East Malaysia: RM18.90 flat rate
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Estimated delivery:
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West Malaysia: 2–5 working days
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East Malaysia: 3–7 working days
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Delivery time does not apply if your order includes a preorder item.
Shipping Zone Mismatch Policy
Customers are responsible for selecting the correct shipping zone during checkout.
In the event that an incorrect shipping zone is selected (for example, East Malaysia shipping address with West Malaysia shipping option chosen), we reserve the right to request the customer to pay the shipping fee difference before the order is processed and dispatched.
If the customer chooses to cancel the order due to the shipping fee discrepancy, the refund will be issued in the form of store credit only. No cash refunds will be provided for cancellations arising from incorrect shipping zone selection.
3. Singapore Shipping
Standard International Shipping (to Singapore)
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Delivery timeframe: 3–7 working days, excluding customs clearance.
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Couriers: Ninjavan Malaysia
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RM22 flat rate
4. Delivery Information
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In the event of an unsuccessful delivery, redelivery attempts are subject to the courier's individual policies and delivery procedures.
If a parcel is returned to us due to unsuccessful delivery, an additional shipping fee may be required before redelivery can be arranged (RM8–RM22 depending on location).
5. Self-Collection
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Self-collection is currently not available. All orders will be delivered via our appointed courier services.
6. Backorder / Preorder Items
If your order contains a backorder/preorder item:
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Your parcel will be shipped only when all items are ready (unless separate shipping is arranged).
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Tracking information may be generated during the order processing stage. The issuance of a tracking number or a “Pending Pickup” status does not necessarily mean that the parcel has been physically handed over to the courier. Tracking will update once the courier has collected and scanned the parcel.
- All preorder/backorder ETAs are estimates and may be subject to delays caused by shipment schedules, customs clearance, public holidays, weather conditions, logistics disruptions, or other circumstances beyond our control.
7. Order Amendments
To streamline our fulfilment process, order amendments, including changes to items, colours, sizes, quantities, shipping details, or order combinations, are not guaranteed once payment has been made.
Customers may contact Customer Service immediately after placing an order to request an amendment. Any request is subject to the order's current processing status and stock availability.
Once inventory has been allocated or locked in our system and the order has entered warehouse processing, no further amendments can be made.
8. Missing Parcels
If your parcel has not arrived:
- Malaysia orders: Please notify us if your parcel has not arrived within 5 working days after dispatch.
- International orders: Please notify us if your parcel has not arrived within 7 working days after dispatch.
- If the tracking status shows “Delivered” or “Completed Delivery” but you have not received your parcel, please contact us within 5 days from the recorded delivery date so we can assist with a courier investigation or claim. Reports made after this timeframe may no longer be eligible for a courier claim, subject to the courier's claim requirements.
- Once a parcel has been handed over to the courier, delivery and transit are managed by the respective courier company. Nunu Apparel cannot control courier delays, routing, or delivery schedules. However, where applicable, we will assist customers by contacting the courier and requesting an investigation.
- Any updates provided by the courier will be shared with you accordingly. For the fastest resolution, customers may also contact the courier directly using the tracking number provided.
Returns & Store Policies: Terms & Conditions
Nunu Apparel reserves the rights to amend the terms and conditions at any time without notification. By purchasing from Nunu Apparel, the buyer has agreed to abide by the terms and conditions listed.
All sales are final and may not be amended.
1. Returns & Refunds
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All returns, cancellations, or refunds will be issued strictly in the form of store credits.
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Store credits are:
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Non-refundable
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Non-transferable
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Valid for future purchases only
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Returned items must be unworn, unwashed, unaltered, and in original packaging. For detailed return steps and instructions, please refer to our Return Policy.
- Return requests must be submitted within 3 days of the recorded delivery date, and customers must follow the return instructions and timeframe provided by our Customer Service team. Returns shipped outside the approved timeframe may be rejected and the return request may be considered closed.
Return Parcels – Shipping Responsibility
Customers are responsible for arranging and ensuring the safe delivery of their return parcel to our designated return address. Once a return parcel has been handed over to a courier selected or arranged by the customer, Nunu Apparel is not responsible for any loss, damage, delay, unsuccessful delivery, misdelivery, or the parcel being returned to the customer/sender while in transit.
Any delivery issue or claim relating to the return shipment must be addressed directly with the courier selected by the customer. Customers are strongly encouraged to use a trackable shipping service and retain their shipping receipt and tracking information until the return has been completed.
A return will only be considered received once the parcel has been successfully delivered to and received by our warehouse. The return/refund process will proceed only after the item has been received and inspected in accordance with our Return & Refund Policy.
2. Non-Returnable Items
For hygiene and safety reasons, these items are non-returnable:
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Underwear or any item worn close to the skin
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Sale / discounted / promotional items
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Gift boxes / packaging
3. Order Cancellation
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All confirmed orders are subject to the terms of our Return & Refund Policy. Orders cannot be amended or cancelled once they have entered processing, except where otherwise approved by Nunu Apparel.
4. Defective or Wrong Items
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Any defective, damaged, or incorrect item must be reported to Customer Service within 3 working days of the recorded delivery date, together with clear photos and/or videos showing the issue. Claims submitted after this timeframe may not be eligible for review.
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We issue store credit for defective items, and all refunds and returns are processed in the form of store credit.
- Kindly note that if no contact is made within 3 working days from the completed delivery date, the order will be deemed accepted and no further action can be taken, as it falls outside our review and claim timeframe.
Colour Care & Defect Policy
- Colour transfer after washing is not considered a product defect and is not eligible for a refund or exchange.
- Dark and light coloured garments should always be washed separately, especially during the first few washes, as slight colour transfer is normal.
- For best results and to prolong the lifespan of your garment, hand wash or machine wash on a gentle cycle using a mild detergent. Avoid bleach, soak for extended periods, and tumble drying.
5. Stock Issues
If an item becomes unavailable due to inventory discrepancies, the affected amount will be refunded via store credits.
6. Responsibility
Nunu Apparel is not responsible for:
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Parcels lost due to incorrect or incomplete addresses
- Once a parcel has been scanned and picked up by the courier, Nunu Apparel does not bear responsibility for any loss or damage during transit.
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Failed deliveries resulting from customer unavailability
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Customs delays for international shipments
7. Preorder Terms & Conditions
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Please only place a preorder item if you are comfortable with waiting for the item and any potential unforeseen delays.
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If your order contains both in-stock and backorder items, all items will be shipped together once the backorder item arrives.
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Once payment has been made, preorder/backorder orders cannot be cancelled for a cash refund. If a cancellation is exceptionally approved by Nunu Apparel, any refund will be issued in the form of store credit only.