Shipping Policy

This Shipping Policy applies to orders placed through SunflowerAroma, operated by H O W Enterprise Sdn. Bhd., company registration number 201601022126 (1193065-M).

We currently ship orders using Pos Laju. Our company and fulfilment operations are based in East Malaysia, so delivery to West Malaysia may take longer than delivery within East Malaysia.

Delivery timeframes are estimates only. Actual delivery may be affected by courier capacity, public holidays, weather, customs or aviation constraints, remote delivery locations, incorrect address details, payment review, and other events outside our reasonable control.

We currently ship within Malaysia. This includes East Malaysia and West Malaysia, subject to courier service availability for your delivery address.

If international shipping becomes available, additional customs duties, import taxes, brokerage fees, destination-country charges, and delivery restrictions may apply. Those charges are the responsibility of the customer unless stated otherwise at checkout.

Orders are usually processed within 1-3 business days after payment is confirmed.

Orders placed on weekends or Malaysian public holidays will be processed on the next business day. During product launches, campaigns, public holidays, or high-volume periods, processing may take longer.

If an order requires additional verification, payment review, address clarification, or stock confirmation, dispatch may be delayed until the issue is resolved.

After dispatch, estimated delivery through Pos Laju is generally as follows:

• East Malaysia: approximately 2-5 business days after dispatch.
• West Malaysia: approximately 4-8 business days after dispatch.
• Remote or outskirt areas: additional delivery time may be required.
• Public holidays, peak seasons, courier disruptions, weather, or operational issues may extend the estimated delivery time.

Shipping fees are calculated at checkout and shown before payment is completed. The fee may depend on your delivery address, parcel weight, parcel size, shipping method, campaign eligibility, and current courier rates.

Any free-shipping offer, discounted shipping campaign, voucher, or minimum-spend threshold will be shown at checkout if applicable to your order.

The total amount payable before checkout confirmation will include product prices, applicable shipping fees, taxes, discounts, and any other charges shown at checkout.

Once your order has been dispatched, we will provide tracking information where available. Tracking may be sent by email, shown in your account order page, or provided through another communication channel used for your order.

Pos Laju tracking information may take some time to update after the parcel is handed over to the courier.

Customers are responsible for providing a complete and accurate delivery address, postcode, state, recipient name, and reachable phone number.

We are not responsible for delivery delays, failed delivery, returned parcels, or additional charges caused by incorrect, incomplete, outdated, or unreachable delivery details provided by the customer.

If you notice an address error after placing an order, contact us as soon as possible. We cannot guarantee that address changes can be made after the order has been processed or dispatched.

If a parcel is returned to us because of an incorrect address, incomplete address, failed delivery attempt, refusal to accept delivery, failure to collect the parcel, or inability of the courier to contact the recipient, we may charge a re-delivery fee.

If the failed delivery or return was caused by our error, we will bear the reasonable re-delivery cost.

If a returned parcel is not claimed or cannot be re-delivered after reasonable attempts to contact you, we may cancel the order and issue a refund after deducting applicable delivery, return, handling, or other costs where permitted by law.

If your parcel is delayed, please check the Pos Laju tracking status first. Courier tracking updates may not be immediate.

If your parcel appears lost, damaged, or delivered but not received, contact us at [email protected] with your order number and tracking number so we can assist with a courier investigation where appropriate.

If your parcel arrives damaged, please contact us within 48 hours of delivery with your order number, clear photos or video of the parcel, outer packaging, shipping label, inner packaging, and damaged item.

Some products may be subject to courier restrictions, destination restrictions, quantity limits, product safety requirements, or packaging requirements. If we cannot ship an item to your address, we may contact you to arrange an alternative solution or cancel and refund the affected item.

We may split an order into multiple parcels where operationally necessary. If this happens, tracking details may be provided separately.

For shipping questions, contact us at [email protected]. Please include your order number, recipient name, tracking number if available, and a clear description of the issue.

H O W Enterprise Sdn. Bhd. registered business address: Lot 9930, No. 86, 1st Floor, Block J, RH Plaza, Jalan Lapangan Terbang, Kuching, Sarawak 93250, Malaysia.