The cost for shipping is calculated and displayed on the Checkout page before you complete your order. You can also find delivery costs on the Order Confirmation email and online when you view your order on the Order Status website.
Track Your Order via Tracking Number
Below is how you can track your order.
Pos Malaysia (Poslaju / Pos Ekspres)
Customer Service Toll Free Number : 1-300-300-300
Internet Tracking URL : http://poslaju.com.my/track-trace
We guarantee your order will be processed and sent out within 24-48 hours of receipt of payment. Please note we only ship orders on Monday, Wednesday and Friday ONLY (except National Holiday). In the event of a public holiday, delivery will be on the next postage day. Standard deliveries take 1 to 3 working days for West Malaysia (Peninsular Malaysia) and 3 to 5 days for East Malaysia (Sabah & Sarawak) although this is not a guaranteed delivery time for your order. Some areas may take longer due to the frequency of deliveries to the delivery postal code.
International Orders / Deliveries (around the globe)
We are happy to deliver virtually anywhere in the world. Please email your order to us and we will provide you with a quote for shipping prior to processing your order.
Duties & Taxes
International customers are responsible for any Customs Tax & Duties. Please contact your local customs office for more information on import duties and taxes.
Please note that we declare the full value on all packages shipped to outside Malaysia in accordance with legal requirements.
Changing Your Order / Contact Information
We cannot make any changes to the delivery address once your order is shipped.
Delivery to Business Addresses and Multiple Occupation Buildings
TRUE LURV allow delivery to alternate delivery addresses including business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone available during normal working hours e.g. at reception who can sign for delivery on your behalf as the carrier deliver to the address and not necessarily to the named person. Please note that in a multiple occupation building, anyone in the building is allowed to sign the parcel to confirm its receipt. The carrier consider an item as delivered once a signature at the designated address is achieved. It is your responsibility to ensure that the recipient is at the delivery address, or to obtain the delivered parcel from the signatory.
Inspection Upon Delivery
Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please contact us through WhatsApp +60184673225 or send us an email at email@example.com within 24 hours of your delivery.
Late or Lost Deliveries
TRUE LURV uses Pos Malaysia for our deliveries for reasons of reliability and convenience. Unfortunately, as with all delivery services, there are rare circumstances where parcels do not arrive in the agreed timescale or they are lost completely. Under these circumstances, we endeavour to ensure that the item is delivered to you as soon as possible by contacting the delivery service and attempting to locate your parcel and have it delivered. You may also contact the delivery service yourself with the tracking number supplied to you in your despatch email. In the case of lost items, TRUE LURV is not liable for any lost products during shipping. You must contact the carrier yourself to file a claim. However, TRUE LURV will make necessary effort to help you in your claim.
Questions regarding delivery should be sent to us through WhatsApp +60184673225 or send us an email at firstname.lastname@example.org.
All of our items must pass a thorough quality checking process before they are deemed suitable for retail. Therefore, item(s) purchased are non-returnable and non-refundable.
Defective or Damaged Items (if applicable)
In the unlikely event of a manufacturing defect, please contact us with sufficient information and evidence, inclusive of images and proof of purchase. Contact must be made not later than 7 days from the date you received your order. If 7 days have gone by since your purchase, unfortunately we can’t offer you an exchange.
Once your return is received, we will investigate the matter and determine whether the fault was due to poor use, lack of care, wear and tear or a genuine manufacturing defect. Defective or damaged item(s) will be replaced.
Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.
Exchange Offers (if applicable)
To be eligible for an exchange, your item must be unused and in the same condition that you received it; in perfect resalable condition, have not been used, altered or washed, and with all tags attached. It must also be in the original packaging. Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item/s) shall be returned to the customer.
To return your product, please contact us through WhatsApp +60184673225 or send us an email at email@example.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over RM100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.