Shipping policy

Thank you for shopping with VEILA. We are committed to getting your order to you as smoothly and quickly as possible.

1. Order Processing Time

All orders are processed within 1–3 business days after payment has been successfully received and confirmed.

Orders are not processed, packed, or shipped on:

  • weekends
  • Malaysian public holidays
  • peak promotional periods where processing times may be slightly longer

Once your order has been shipped, you will receive a shipping confirmation or tracking update where applicable.

2. Shipping Coverage

VEILA currently ships within Malaysia and internationally.

International shipping availability, delivery times, and shipping fees may vary depending on the destination country.

3. Estimated Delivery Time

Estimated delivery times after dispatch are as follows:

Malaysia

  • West Malaysia: Approx. 4–5 business days
  • East Malaysia: Approx. 5–7 business days

International Orders

  • Estimated delivery times vary by country and courier service.
  • International orders generally take 5–14 business days, but may take longer depending on customs clearance, destination, and local courier handling.

Please note that all delivery timelines are estimates only and may vary depending on:

  • courier service operations
  • customs processing
  • weather conditions
  • public holidays
  • peak sale periods
  • incorrect or incomplete address details
  • remote delivery locations

4. Shipping Fees

Shipping fees will be calculated and shown at checkout where applicable.

Shipping rates vary based on:

  • delivery destination
  • parcel weight/size
  • courier service selected

From time to time, VEILA may offer:

  • free shipping promotions
  • special shipping discounts
  • campaign-based shipping offers

These will be clearly stated on the website or during checkout if available.

5. Customs, Duties & Taxes

For international orders, customs duties, import taxes, VAT, or other destination-country charges may apply depending on your country’s regulations.

These charges are the responsibility of the customer unless otherwise stated at checkout.

VEILA is not responsible for delays caused by customs clearance processes.

6. Order Tracking

If tracking is available for your order, the tracking number will be shared once your parcel has been shipped.

Please allow some time for the courier tracking system to update after dispatch.

7. Incorrect Shipping Information

Customers are responsible for ensuring that all shipping details provided at checkout are complete and accurate.

VEILA will not be responsible for delivery issues, delays, or failed deliveries caused by:

  • incorrect address details
  • incomplete shipping information
  • incorrect phone number
  • failure to receive the parcel after courier delivery attempts

If a parcel is returned to us due to an incorrect address, failed delivery, or refusal to pay customs charges, the customer may be required to pay the re-delivery fee before the parcel can be resent.

8. Delays

While we do our best to ensure timely delivery, VEILA is not liable for shipping delays caused by factors beyond our control, including:

  • courier delays
  • customs clearance
  • public holidays
  • severe weather
  • failed delivery attempts
  • high-volume campaign periods

We appreciate your patience and understanding in such cases.

9. Lost, Missing or Damaged Parcels

If your parcel arrives damaged, incomplete, or if you believe it has been lost in transit, please contact us as soon as possible with:

  • your order number
  • clear photos/videos if applicable
  • a brief description of the issue

We will review the case and do our best to assist accordingly.

10. Contact Us

If you have any questions regarding your order or shipping, please contact us through the Contact Us form on officialveila.com.


Please include your order number in your message so we can assist you faster.