Shipping policy
Last Updated: 22 October 2026
At Silky Lara Group Sdn Bhd ("Silky Lara", "we", "us", or "our"), we are committed to ensuring that your skincare products reach you safely, securely, and in a timely manner.
We work closely with our appointed logistics partners to provide a reliable and convenient delivery experience.
1. Shipping Coverage
Silky Lara currently provides shipping services throughout Malaysia, including:
- Peninsular Malaysia
- Sabah
- Sarawak
- Labuan
International shipping may be available upon special request, subject to destination, shipping availability, and additional charges such as:
- Singapore
- Brunei
2. Order Processing
All confirmed orders will be processed within 1–2 working days, excluding weekends and Malaysian public holidays.
Please note:
- Orders will be processed after successful payment confirmation.
- Orders placed during weekends or public holidays will be processed on the next working day.
- Processing times may be extended during major promotional campaigns, festive seasons, or periods of high order volume.
- Customers will be notified where reasonably practicable if significant processing delays occur.
Order processing time does not include courier transit time.
3. Estimated Delivery Time
Once your order has been dispatched, estimated delivery times are as follows:
| Delivery Location | Estimated Delivery |
|---|---|
| Peninsular Malaysia | 2–5 working days |
| Sabah & Sarawak | 5–10 working days |
| Labuan | 5–10 working days |
These are estimated delivery periods and not guaranteed arrival dates.
Actual delivery times may vary depending on courier operations, delivery location, weather conditions, public holidays, and other circumstances beyond our reasonable control.
4. Shipping Fees
Shipping fees are calculated based on delivery location, parcel weight, and applicable courier rates.
The final shipping fee will be displayed at checkout before payment confirmation.
From time to time, Silky Lara may offer free shipping, discounted delivery fees, or other shipping promotions.
Such offers are subject to their respective promotional terms and conditions.
5. Order Tracking
Once your order has been dispatched, tracking information will be provided through the available communication channels, which may include email, SMS, WhatsApp, or your customer account.
Customers may use the tracking number to monitor their parcel's delivery status through the appointed courier service.
Please allow some time for tracking information to become available after dispatch.
6. Incorrect or Incomplete Shipping Information
Customers are responsible for ensuring that their shipping details are accurate and complete before confirming an order.
Silky Lara will not be responsible for delivery delays or failed delivery attempts resulting from incorrect or incomplete information provided by customers, except where required by applicable law.
If a parcel is returned to us due to an incorrect address, failed delivery attempts, or an unclaimed shipment, additional shipping fees may apply for redelivery.
Customers are encouraged to contact our support team as soon as possible if they notice an error in their delivery information.
7. Delayed Deliveries
While we strive to ensure timely delivery, occasional delays may occur due to:
- High courier shipment volumes.
- Weather conditions or natural disasters.
- Public holidays or festive seasons.
- Remote delivery locations.
- Operational disruptions affecting logistics providers.
- Other unforeseen circumstances.
If your parcel has not arrived within the estimated delivery period, please contact our customer support team.
We will assist in investigating the shipment status with the appointed courier service and provide updates where available.
8. Lost or Missing Parcels
If your order is confirmed as lost during shipment, please contact our customer support team via WhatsApp at +60123713860
Our team will initiate an investigation with the appointed courier service.
Once the parcel is verified as lost, Silky Lara will arrange an appropriate resolution, which may include:
- Reshipping the affected products at no additional cost.
- Providing a replacement order.
- Issuing a refund where appropriate.
All claims are subject to verification and applicable consumer protection rights.
9. Damaged Parcels or Incorrect Items
We take care to ensure that products are securely packed before dispatch.
If you receive a damaged product or an incorrect item, please contact our customer support team as soon as reasonably possible.
Kindly provide:
- Your order number.
- Clear photographs or videos of the affected product.
- Photographs of the parcel packaging and shipping label, where available.
- A brief explanation of the issue.
Our team will review the claim and provide further instructions.
Eligible claims will be handled in accordance with our Return & Refund Policy and applicable consumer protection laws.
10. Changes or Cancellation of Orders
Customers who wish to change their delivery information or cancel an order should contact our customer support team as soon as possible.
We will make reasonable efforts to accommodate requests before the order is dispatched.
Once an order has been handed over to the courier service, changes or cancellations may no longer be possible.
Customers may refer to our Return & Refund Policy for information regarding eligible returns after delivery.
11. International Shipping
International shipping is subject to availability and confirmation by our customer support team.
For approved international orders:
- Shipping fees and delivery times will vary depending on the destination.
- Customs duties, import taxes, and other destination-specific charges may apply.
- Customers may be responsible for applicable import-related charges.
- Certain skincare products may be subject to import restrictions in the destination country.
Customers are encouraged to contact us before placing an international order.
12. Contact Our Customer Support Team
For shipping enquiries, delivery updates, or assistance with missing or damaged parcels, please contact:
Silky Lara Group Sdn Bhd
Customer Support: Official Silky Lara WhatsApp Channel +60123713860
Email: silkylaraskincare@gmail.com
Our team will be happy to assist you with your order.
Thank you for choosing Silky Lara.
We appreciate your trust and look forward to delivering quality skincare products directly to your doorstep.
This policy does not exclude or limit any rights customers may have under applicable Malaysian consumer protection laws.