Shipping Policy

QAYLA is a brand operated by AL AMEENA HEALTHCARE & WELLNESS SDN. BHD.

Address:
No. 31, Jalan Bachang, Off 2½ Miles, Jalan Ipoh,
51200 Kuala Lumpur, Malaysia

This Shipping Policy explains how QAYLA manages the delivery of orders placed through qaylaofficial.com.

QAYLA serves customers in Malaysia and internationally. Shipping availability, delivery times and charges may vary depending on the destination, products ordered and delivery service selected.

1. WORLDWIDE SHIPPING

QAYLA accepts orders from customers internationally and may ship to countries and territories where our available courier and logistics services can provide delivery.

International delivery availability may vary according to:

  • Destination country or territory

  • Product type

  • Courier availability

  • Customs requirements

  • Import restrictions

  • Local regulations

  • Service availability

Available shipping options and applicable charges will be displayed at checkout where supported.

QAYLA reserves the right to restrict delivery to particular countries, territories or locations where shipping is unavailable, restricted or not reasonably possible.

2. MALAYSIA SHIPPING

Our current standard shipping rates within Malaysia are:

Peninsular Malaysia: RM8

Sabah & Sarawak: RM12

FREE SHIPPING

QAYLA currently offers FREE SHIPPING for eligible orders of RM50 and above, subject to the shipping options and conditions displayed at checkout.

Free shipping applies only where the relevant free-shipping option is available and does not automatically apply to international orders unless expressly stated.

3. INTERNATIONAL SHIPPING

International shipping charges are determined according to factors including:

  • Destination country

  • Delivery region

  • Parcel weight and dimensions

  • Shipping service

  • Courier or logistics provider

  • Applicable delivery requirements

The applicable international shipping charge will be displayed at checkout where the destination is supported.

International shipping rates may change from time to time.

Any international free-shipping campaign will be subject to its own promotional terms.

4. ORDER PROCESSING

Orders are processed after successful payment confirmation.

Orders placed on weekends or Malaysian public holidays will generally be processed on the next available working day.

Processing times may vary depending on:

  • Product availability

  • Order volume

  • Promotional campaigns

  • Product launches

  • Payment verification

  • Public holidays

  • Operational circumstances

During major campaigns, festive periods or periods of unusually high demand, additional processing time may be required.

5. ESTIMATED DELIVERY TIMES

For Malaysia, estimated delivery is generally:

Peninsular Malaysia: approximately 2–5 working days

Sabah & Sarawak: approximately 3–7 working days

For international orders, delivery times depend on the destination country, courier service, customs clearance and local delivery network.

International delivery estimates will be provided where available at checkout or through the relevant courier service.

All delivery timeframes are estimates only and are not guaranteed delivery dates.

6. CUSTOMS, DUTIES AND IMPORT TAXES

International orders may be subject to:

  • Customs duties

  • Import taxes

  • Local taxes

  • Customs clearance charges

  • Brokerage or handling fees

  • Other charges imposed by the destination country

Unless expressly stated otherwise at checkout, these charges are not included in the QAYLA product price or international shipping charge.

Any applicable customs duties, taxes or destination-country charges are generally the responsibility of the customer or recipient.

Customers are responsible for understanding the import requirements applicable to their country before placing an international order.

7. IMPORT RESTRICTIONS

Different countries may have their own requirements relating to food, beverages, wellness products, ingredients, personal-use products and other goods.

Customers are responsible for ensuring that products ordered from QAYLA can legally be imported into their destination country.

QAYLA cannot guarantee that every product available on our website can be imported into every country.

Where a product cannot legally or reasonably be shipped to a destination, QAYLA may decline or cancel the relevant order.

Any applicable refund will be handled in accordance with our Return & Refund Policy and applicable law.

8. CUSTOMS CLEARANCE

International shipments may be held by customs or other authorities for inspection, documentation or clearance.

Such procedures are outside QAYLA’s direct control and may extend delivery times.

Customers may be contacted by the courier or customs authority if additional information, documentation or payment is required.

QAYLA is not responsible for delays arising from customs clearance procedures.

9. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address, including:

  • Full name

  • Contact number

  • Address

  • City

  • State or region

  • Postcode

  • Country

QAYLA is not responsible for delivery delays, failed delivery or additional charges resulting from incorrect or incomplete information supplied by the customer.

10. ADDRESS CHANGES

If you need to change your delivery address after placing an order, please contact QAYLA as soon as possible.

We will attempt to accommodate the request if the order has not yet been dispatched.

Once an order has been handed to the courier, an address change may no longer be possible or may result in additional charges.

11. SHIPPING ADDRESS RESTRICTIONS

Certain delivery locations may not be supported by our courier or logistics partners.

This may include, depending on the destination and courier:

  • PO Boxes

  • Remote or restricted areas

  • Military addresses

  • Certain offshore territories

  • Locations subject to courier restrictions

Where a delivery address cannot be supported, QAYLA may contact the customer to request an alternative address or determine whether the order can be fulfilled.

12. TRACKING

Where tracking is available, customers may receive tracking information after their order has been dispatched.

Customers should monitor the tracking information and respond promptly to any request from the courier or customs authority.

For international orders, tracking updates may vary depending on the courier and destination country’s delivery network.

13. DELIVERY ATTEMPTS

Couriers may make one or more delivery attempts according to their operating procedures.

If delivery cannot be completed because:

  • The recipient is unavailable

  • The address is incorrect

  • Customs requirements are not completed

  • The parcel is not collected

  • The destination is inaccessible

  • Other circumstances attributable to the recipient occur

the courier may return the parcel to the sender.

Additional delivery, storage, customs or re-shipping charges may apply where the failed delivery results from information or actions attributable to the customer.

14. REFUSED OR ABANDONED PARCELS

If a customer refuses delivery, fails to complete required customs procedures, or fails to collect a parcel resulting in the parcel being returned to QAYLA, any applicable return, customs, storage or re-shipping costs may be charged to the customer or deducted from any eligible refund, subject to applicable law.

Where the parcel is returned to QAYLA, customers should contact us to discuss the available options.

15. DELAYED SHIPMENTS

QAYLA will make reasonable efforts to process and dispatch orders within the expected timeframe.

Delivery may nevertheless be delayed by circumstances including:

  • Courier delays

  • Customs clearance

  • Weather

  • Natural disasters

  • Public holidays

  • High shipping volumes

  • Transport disruptions

  • Government restrictions

  • Import procedures

  • Incorrect delivery information

  • Other circumstances outside QAYLA’s reasonable control

Where appropriate, QAYLA will assist customers in following up with the relevant courier.

16. LOST OR UNDELIVERED SHIPMENTS

If an order appears to be lost or has not been delivered within a reasonable period after the expected delivery timeframe, please contact QAYLA.

We may initiate or assist with an investigation with the relevant courier or logistics provider.

The available resolution will depend on the circumstances, courier investigation, applicable service terms and applicable law.

17. DELIVERY CONFIRMATION

A shipment may be considered delivered when the relevant courier’s tracking system records the parcel as delivered to the delivery address provided by the customer or to an authorised recipient.

If you believe a parcel has been incorrectly marked as delivered, please contact QAYLA promptly so that we can assist with an investigation.

18. DAMAGED PARCELS

If your parcel arrives visibly damaged, customers are encouraged to photograph the parcel before opening it.

If the product inside is damaged, please contact QAYLA as soon as reasonably possible.

We may request:

  • Order number

  • Photographs of the parcel

  • Photographs of the shipping label

  • Photographs of the damaged product

  • Unboxing photographs or video

  • Description of the damage

Please refer to our Return & Refund Policy for information regarding damaged or defective products.

19. MULTIPLE PRODUCTS IN ONE ORDER

Where an order contains multiple products, QAYLA may dispatch products together or separately depending on product availability, fulfilment arrangements and delivery requirements.

Customers may therefore receive more than one parcel or tracking number for a single order.

20. SHIPPING PROMOTIONS

QAYLA may offer shipping promotions from time to time, including:

  • Free shipping

  • Reduced shipping rates

  • Shipping vouchers

  • Campaign-specific delivery offers

Each promotion may have its own eligibility requirements, destination restrictions, minimum purchase amount and validity period.

The terms displayed during the relevant promotion will apply.

21. INTERNATIONAL RETURNS

International returns may involve additional shipping, customs or import-related requirements.

Where an international return is approved, QAYLA will provide the applicable return instructions.

Customers should not return an international order without receiving prior instructions from QAYLA.

Any customs duties, taxes or charges incurred during an international return will be handled according to the circumstances of the return and applicable law.

22. PRODUCTS RESTRICTED FROM INTERNATIONAL DELIVERY

Certain products may not be available for international delivery due to:

  • Destination-country regulations

  • Customs restrictions

  • Product classification

  • Courier restrictions

  • Import requirements

  • Air-transport restrictions

  • Other applicable laws or regulations

If a product cannot be shipped to your destination, the relevant shipping option may not be available at checkout.

QAYLA may decline or cancel an international order where delivery would not be reasonably possible or lawful.

23. CUSTOMER RESPONSIBILITIES FOR INTERNATIONAL ORDERS

By placing an international order, you acknowledge that you are responsible for:

  • Providing accurate delivery information

  • Checking applicable import requirements

  • Paying applicable customs duties or local taxes

  • Responding to customs or courier requests

  • Ensuring that the ordered products may legally be imported into your country

Customers are encouraged to check their local import requirements before placing an international order.

24. SHIPPING LIABILITY

QAYLA takes reasonable care in preparing and dispatching orders.

Once an order has been handed to the relevant courier or logistics provider, certain aspects of transportation and delivery are outside QAYLA’s direct control.

Nothing in this Shipping Policy is intended to exclude or restrict any consumer rights or legal remedies that cannot lawfully be excluded under applicable Malaysian law.

25. POLICY UPDATES

QAYLA may update this Shipping Policy from time to time to reflect changes in:

  • Shipping services

  • Courier arrangements

  • Delivery destinations

  • Shipping rates

  • International requirements

  • Business operations

  • Applicable laws or regulations

The latest version will be published on this page with the relevant effective date.

26. CONTACT QAYLA

For shipping and delivery enquiries, please contact:

AL AMEENA HEALTHCARE & WELLNESS SDN. BHD.
Brand: QAYLA

Address:
No. 31, Jalan Bachang, Off 2½ Miles, Jalan Ipoh,
51200 Kuala Lumpur, Malaysia

Email: admin@qaylaofficial.com
Website: qaylaofficial.com

When contacting us regarding an order, please include your order number and the email address used to place the order.

QAYLA
Nature’s Goodness. Inspired by Sunnah.