SHIPPING POLICY
Effective date: 13 October 2026
SEMBONIA delivers to eligible addresses in Malaysia and selected international destinations. This policy applies to purchases made through sembonia.com.
“Malaysia orders” means orders delivered within Malaysia. “International orders” means orders delivered outside Malaysia.
Delivery within Malaysia
Malaysia orders are delivered through DHL eCommerce Malaysia.
Estimated delivery timeframes are:
| Destination | Estimated delivery after dispatch |
|---|---|
| West Malaysia | 1–4 working days |
| East Malaysia | 2–5 working days |
Shipping charges are displayed at checkout before you complete payment. Any applicable free-shipping offers or promotions are subject to their stated conditions.
International delivery
International orders are delivered through DHL Express.
Estimated delivery is 5–7 working days after dispatch.
Supported countries are available for selection during checkout. Delivery availability depends on your address and the items ordered. We are continuing to expand our international coverage to serve more buyers.
International shipping charges are calculated and displayed at checkout before payment.
International duties, taxes and customs clearance
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. We will investigate and resolve the request with the relevant provider.
Customs authorities or DHL may still require information or authorisation from the recipient to complete clearance. Please provide accurate information and respond promptly to legitimate requests.
Prepayment of import charges does not remove customs inspection or documentation requirements, which may affect delivery time.
Order processing and dispatch
Orders are processed after payment approval and completion of any necessary order checks.
The delivery estimates above begin when your parcel is dispatched. They do not include the time required to process and prepare your order.
You will receive a dispatch email with tracking information once your parcel has been shipped.
For pre-orders or products with a different fulfilment schedule, please refer to the information provided on the product page or when placing your order.
Working days and delivery estimates
Working days generally refer to Monday to Friday, excluding applicable public holidays. Courier delivery schedules may vary by destination.
Delivery timeframes are estimates rather than guaranteed arrival dates. Public holidays, peak shopping periods, customs inspections, remote locations, severe weather and other disruptions may affect delivery.
If your order has not arrived within the estimated timeframe, please contact Customer Service with your order number and tracking details.
Shipping charges
The shipping charge applicable to your order is shown at checkout before payment. Please review the final order total, including any applicable import duties, taxes and customs clearance fees, before completing your purchase.
Promotional shipping rates and free-shipping offers apply only where their stated conditions are met.
Delivery addresses
Please provide a complete and accurate street address, postcode and reachable telephone number. For international orders, include the appropriate country code with your telephone number.
We do not deliver to P.O. box addresses.
Each order can be delivered to one address only. If you wish to send items to different addresses, please place a separate order for each destination.
If you notice an address error after placing your order, contact Customer Service immediately. Address changes may not be possible once processing or dispatch has begun.
Product and destination restrictions
Certain products or delivery locations may be subject to transport or import restrictions. Availability may therefore differ by destination.
If a restriction prevents us from fulfilling an order, we will contact you to explain the available options. If we cancel an item or order, we will refund the amount collected for the cancelled portion, including associated charges that no longer apply.
Tracking your order
Once your order is dispatched, we will email your tracking information. You can use this information to follow your parcel through the appointed courier’s tracking service.
Tracking updates may not appear immediately after dispatch. If you have difficulty tracking your parcel, please contact Customer Service.
Multiple parcels
Your order may arrive in separate parcels and at different times. Where applicable, we will provide tracking information for each parcel.
If SEMBONIA chooses to split your order, we will not charge additional shipping solely because of that decision. The prepaid import-charge arrangement continues to apply to international parcels.
Delayed, lost, damaged or incomplete deliveries
Please contact Customer Service promptly if:
- Your parcel has not arrived within the estimated delivery period.
- Tracking shows delivery, but you have not received the parcel.
- Your order arrives damaged or incomplete.
- You receive an incorrect item.
Provide your order number, tracking details and a description of the issue. Photographs of damaged items and packaging can help us assess the problem. Please retain the items and packaging where reasonably possible while we investigate.
We will work with the courier to investigate and explain the next steps. A courier investigation does not remove your rights against SEMBONIA as the seller.
For product returns and remedies, please refer to our Return, Exchange & Refund Policy.
Unsuccessful deliveries, refused and unclaimed parcels
If a delivery cannot be completed because of an incorrect address, refusal, an unclaimed parcel or missing information required for clearance, please contact Customer Service promptly.
Reshipping or address-correction costs arising from customer-provided errors or requested changes may be payable by the customer, subject to applicable law. We will explain any proposed charges before arranging reshipment.
If a parcel is returned to us, we will contact you about the available options and explain any proposed refund deductions. This does not limit applicable cancellation rights or remedies for SEMBONIA or courier errors.
Returns and shipping-related refunds
The treatment of original shipping charges, prepaid import charges and return delivery costs depends on the reason for the return and applicable legal requirements.
Please refer to our Return, Exchange & Refund Policy and contact Customer Service before sending an item back.
Contact us
For delivery enquiries, please include your order number and tracking number, where available.
Email: ecustomerservice@sembonia.com
Telephone/WhatsApp: +6018 2828 397
Customer Service hours: Monday–Friday, 9:00am–6:00pm, Malaysia time (UTC+8).
SB Boutique Sdn. Bhd.
No. 62, Jalan Kilang Midah, Taman Midah,
56000 Cheras, Kuala Lumpur, Malaysia.