Shipping Policy
Thank you for shopping with Phoenix Luxe. We are committed to delivering your products safely, securely, and on time. Please review the following shipping details before placing your order.
1. Delivery Coverage
We currently ship to the following regions:
Malaysia (Peninsular & East Malaysia)
Singapore
Australia
Taiwan
Hong Kong
China
Canada
2. Processing Time
All orders are processed within 1–3 working days for ready-made items, and up to 10 working days for customised or bulk orders, upon payment confirmation. You will receive a notification once your order is shipped, along with tracking details.
3. Delivery Timeline
Ready-made products: Estimated delivery within 3–12 working days, depending on your location.
Customised size curtains or rugs: Delivery may take up to 60 days from the date of payment confirmation (i.e., once your order status is updated to “Processing”).
Please note that production and delivery times for customised orders may vary depending on complexity and fabric availability. We will notify you if there are any delays.
4. Shipping Methods
We use reliable and cost-effective delivery services based on your location, order size, and type of products ordered. Our priority is to ensure your order reaches you safely and efficiently.
5. Shipping Costs
Shipping fees are calculated at checkout based on your destination and order weight. We strive to offer fair and transparent shipping rates. Occasionally, free shipping promotions may apply.
6. Tracking & Notifications
Once your order has been shipped, you will receive an email or WhatsApp message with a tracking number. You can track your package online through the delivery provider’s tracking page.
7. Customs & Import Duties
For international orders, customs fees, import duties, or taxes may apply. These charges are the responsibility of the customer and are not included in the product price or shipping cost.
We are not responsible for any delays caused by customs clearance in your country.
8. Failed Deliveries & Address Errors
Please ensure your shipping address is accurate at checkout. We are not responsible for delays or failed deliveries due to incorrect or incomplete addresses. Additional shipping charges may apply for redelivery.
9. Notes & Exceptions
Shipping timelines are estimates only. Delays may occur during peak seasons, public holidays, or due to unforeseen events (e.g. weather, customs, or courier disruptions). We appreciate your understanding.
If you have any questions about your order or shipping details, feel free to contact us.
