We are committed to ensuring a smooth and reliable shipping experience for all customers. Please review the following information before placing your order.
PROCESSING TIME
Orders are typically processed within 3 – 7 working days after payment confirmation. As SOOH operates as a small independent studio, processing times may vary depending on order volume. Processing does not include weekends or Malaysia Public Holidays. Once shipped, a confirmation email with tracking details (if applicable) will be sent to you.
DELIVERY TIME
Delivery times are estimated and may vary based on your location, courier service, and external factors such as customs clearance or weather conditions. While most parcels arrive within the estimated timeframe, occasional delays may occur. We appreciate your patience and understanding.
VAT, DUTIES & TAXES
Duties and taxes may be incurred on your shipment depending on your country’s regulations. Please note that any VAT, import duties, or additional taxes charged on shipments to customers, as well as on returned or exchanged items sent back to us, are the customer’s responsibility. We are unable to reimburse any duties or taxes paid upon delivery.
For more information on applicable fees, we recommend contacting your local customs office.
SURCHARGES & ADDITIONAL COSTS
Shipping fee quotes do not include additional surcharges such as:
- Address correction fees
- Customs duties and taxes
- Temporary import/export charges
- Import taxes or duties
- Shipment return charges
If any of the above costs are incurred, they will be the responsibility of the receiver.
CUSTOMS DELAYS
Customs delays can occasionally occur and are unfortunately beyond our control. These delays are part of the standard customs clearance process.
IMPORTANTANT SHIPPING NOTES
- DELIVERY RESTRICTIONS
Delivery is not available to PO Boxes, APO (Army Post Office), FPO (Fleet Post Office), or DPO (Diplomatic Post Office) addresses. Please provide a valid residential or commercial address at checkout to ensure successful delivery. - UNDELIVERED PARCELS
Due to the policy of our third-party logistics provider, if a parcel is declined by the recipient or fails to be delivered due to the recipient’s personal reasons, after multiple redelivery attempts, it will be destroyed instead of being returned to us. As a result, we are unable to process a refund for your order.
To prevent such situations, we strongly recommend that deliveries be made to your home country, and that you are present to receive the package. - ADDRESS ACCURACY
Please verify your shipping address before making payment. We are not responsible for delays, loss, or additional costs resulting from incorrect or incomplete address information. - EXTERNAL DELAYS
Delivery times are estimates, and in most cases, parcels will arrive within the stated timeframe. However, some carrier services may experience unexpected delays in transit or slight delays in updating tracking information. These circumstances are beyond our control, and we appreciate your patience and understanding. Rest assured, we will make every effort to expedite your order in such situations. - DAMAGED OR MISSING ITEMS
We take great care to ensure all orders are securely packed before dispatch. However, once a package has been handed over to the courier, we are not liable for any damage or loss that may occur during transit. Any issues arising from mishandling, rough shipping conditions, or external impact should be addressed directly with the courier service.
We strongly recommend that customers inspect their parcels immediately upon delivery. If you notice any damage or missing items, please document the issue with photographs and contact the courier promptly. You may also reach out to us for assistance in facilitating the claim process where possible.
FAQ
We ship worldwide 🌍. The list of available destinations will be displayed at checkout based on your shipping address.
Shipping rates will be shown and automatically applied at checkout. If your country does not appear as an option, please contact us at halosooh@gmail.com to confirm whether shipping can be arranged.
If you need to update your shipping address before your order is fulfilled, please email us at halosooh@gmail.com with your order details and the new address.
Once an order has been fulfilled, address changes are no longer possible, and re-delivery fees will apply for returned parcels.
We do not cover parcels that are lost, delayed, or stolen during transit or customs clearance.
However, if such an issue arises, we are committed to working with the relevant courier and customs authorities to help resolve the matter and ensure your order reaches you as soon as possible.
Delivery times depend on your destination and the courier service used. Most orders arrive within the estimated timeframe provided at checkout. However, please note that this is only an estimate and not a guaranteed delivery date. Delays may occur due to customs clearance, weather conditions, or other factors beyond our control.
Customs clearance is a standard procedure for international shipments and may occasionally cause delays. Parcels can be held for inspection, require additional documentation, or be subject to duties and taxes that must be settled before release. These processes are managed by your local customs authority and are beyond our control.
We recommend contacting your local customs office directly for updates. We are happy to assist by providing any required shipping or invoice details to help expedite the process.
Packages may be delayed in transit due to factors such as high shipping volumes, weather disruptions, courier routing changes, or operational backlogs at sorting facilities. In some cases, tracking information may not update promptly even though your parcel is still moving through the delivery network.
While these delays are beyond our control, we will assist you in contacting the courier and monitoring your shipment until it reaches you.
If you are not available to receive your parcel, the courier may attempt redelivery, leave a collection notice, or send the package to a nearby pick-up location. Please follow the instructions provided in the courier’s notification or tracking system.
If the parcel is not collected within the courier’s holding period, it may be returned or, in some cases, disposed of in accordance with the courier’s policy. To avoid this, we recommend contacting the courier’s local hotline as soon as possible to arrange redelivery or collection.