FREQUENTLY ASKED QUESTIONS
Last updated: 13 October 2026
For these FAQs, “Malaysia buyers” refers to orders delivered within Malaysia, and “international buyers” refers to orders delivered outside Malaysia.
Do I need an account to shop?
No. You can place an order as a guest. Creating a SEMBONIA account allows you to view your order history, save your delivery details for future purchases, and enjoy exclusive member discounts and benefits.
How do I place an order?
Select your preferred item, size or colour where applicable, and quantity. Add the item to your shopping bag, review your selection, and proceed to checkout.
Before completing payment, check your delivery address, contact details, order total and payment method. Adding an item to your shopping bag does not reserve it.
Which payment methods do you accept?
For Malaysia buyers: Payments are processed through Adaptis (iPay88). Available payment methods are displayed at checkout.
For international buyers: Payments are processed through Airwallex. Available payment methods depend on your location and payment-provider eligibility and are displayed at checkout.
Which currency will I be charged in?
All payments are currently charged in Malaysian Ringgit (MYR), for both Malaysia and international orders. The final amount and currency are displayed before you complete payment.
If your payment account uses another currency, your bank or payment provider determines the conversion rate and may apply currency-conversion or cross-border transaction fees.
We are working towards supporting additional payment currencies in the future.
What should I do if my payment fails or appears pending?
Check whether you received an order confirmation and whether your payment provider shows a completed charge or a pending authorization.
If the status is unclear, contact Customer Service before attempting another payment. Please provide your order number, if available, together with the payment date and amount.
For your security, never send your full card number, card security code or one-time password to our Customer Service team.
Can I change or cancel my order?
Please contact Customer Service as soon as possible if you need to change or cancel your order. Changes may not be possible once processing has begun or your parcel has been dispatched.
This does not affect any cancellation rights available under applicable law.
Where do you deliver?
For Malaysia buyers: We deliver to eligible addresses in West and East Malaysia.
For international buyers: Supported countries are available for selection during checkout. Delivery availability depends on your address and the items ordered.
We are continuing to expand our delivery coverage to serve more buyers. Please check the available destinations at checkout when placing your order.
How long does delivery take?
For Malaysia buyers:
- West Malaysia: approximately 1–4 working days after dispatch.
- East Malaysia: approximately 2–5 working days after dispatch.
For international buyers: Delivery through DHL Express is estimated at 5–7 working days after dispatch.
These estimates cover delivery after your parcel has been dispatched and do not include order-processing time. Delivery may take longer during public holidays, peak periods, customs inspections or for remote locations.
For further details, please refer to our Shipping Policy.
How much does shipping cost?
Shipping charges are calculated and displayed at checkout before you complete payment. Charges may vary depending on your delivery destination and order.
Please refer to our Shipping Policy for further information.
Will I need to pay import charges when my order arrives?
For international buyers: Applicable import duties, taxes and customs clearance fees are collected at checkout. SEMBONIA arranges payment of these charges so that you do not need to pay them separately on delivery.
If DHL or another party requests payment of an import charge for your order, please contact Customer Service before paying so that we can investigate and resolve the request.
Customs authorities or DHL may still require information from you to complete clearance. Please respond promptly to legitimate requests to avoid delays.
How do I track my order?
Once your parcel has been dispatched, we will email your tracking information. You can use this information to follow your parcel through the appointed courier’s tracking service.
If your order is dispatched in separate parcels, each parcel may have its own tracking number.
Do you deliver to P.O. boxes or multiple addresses?
We do not deliver to P.O. box addresses. Please provide a complete street address and a reachable telephone number.
Each order can be delivered to one address only. If you would like to send items to different addresses, please place a separate order for each destination.
Can I return or exchange an item?
For Malaysia buyers: Eligible return requests must be submitted within 14 calendar days after delivery. Conditions and available remedies are explained in our Return Policy.
For international buyers: Our voluntary policy permits eligible size-exchange and manufacturing-defect requests within 14 working days after delivery. Approved defect-related credits are generally issued as SEMBONIA gift cards, except where applicable law requires another remedy.
Please read our Return Policy and contact Customer Service before sending an item back.
What if I receive a damaged, defective or incorrect item?
Please contact Customer Service promptly with your order number, a description of the problem and photographs where possible.
Keep the item and its packaging while we assess the issue. Our team will explain the next steps and the appropriate remedy.
Our voluntary return conditions do not limit rights or remedies available under applicable consumer law.
Is my purchase covered by a warranty?
For Malaysia buyers: SEMBONIA-branded products purchased at full retail price or with a 10% or 20% discount are covered by a limited warranty of three months from the date of purchase, subject to the applicable warranty terms.
Please refer to our Purchasing Terms or contact Customer Service with your proof of purchase for assistance.
For international buyers: We do not offer a voluntary commercial warranty or ongoing repair programme. This does not affect your rights concerning defective, damaged, incorrect or misdescribed goods under applicable law.
How is my personal information used?
We use personal information to process payments, fulfil orders, arrange delivery and customs clearance, provide customer support, and carry out other activities described in our Privacy Policy.
How can I contact SEMBONIA?
Email: ecustomerservice@sembonia.com
Telephone/WhatsApp: +6018 2828 397
Customer Service hours: Monday–Friday, 9:00am–6:00pm, Malaysia time (UTC+8).
Please include your order number, where available, so that we can assist you more efficiently.