Shipping Policy
At Phoenix Luxe, we aim to make every order experience clear, smooth, and transparent. This Shipping Policy explains how we handle delivery for physical products, digital products, and service-based offerings.
Please read this policy carefully before placing an order.
1. Overview
Phoenix Luxe offers different types of products and services, including physical products, digital products, and creative or consultation-based services.
Shipping only applies to physical products that require courier or delivery service, such as curtains and rugs.
Digital products and service-based offerings are not physically shipped. They are delivered electronically through email, cloud storage, online communication, or other agreed digital methods.
2. Physical Products
Physical products may include curtains, rugs, and any other home or lifestyle items that require delivery.
Shipping fees, delivery methods, and estimated delivery times may vary depending on the item, size, weight, delivery location, and courier availability.
Some physical products may be made to order, customised, or prepared only after order confirmation. Processing time may therefore vary depending on production requirements.
3. Curtains
Curtains may require additional preparation time due to fabric selection, measurement, customisation, production, packing, and quality checking.
Estimated processing and delivery times will be provided as a guide where applicable. However, actual delivery times may vary depending on production schedule, supplier availability, courier arrangements, and other external factors.
Please ensure that all curtain measurements, colour selections, fabric choices, and order details are correct before confirming your order.
4. Rugs
Rugs may be shipped according to size, weight, stock availability, and delivery destination.
Some rugs may require preparation or arrangement before dispatch. Delivery time may vary depending on product availability and courier handling.
Please ensure that the rug size, colour, design, and quantity are correct before placing your order.
5. Digital Products
Digital products, including Personal Energy Blueprints, Life Path Insight Reports, Energy Reports, downloadable content, and other electronically delivered materials, are not physically shipped.
These products will be delivered through email, digital file transfer, cloud storage, messaging platform, or other agreed electronic methods after completion.
No courier tracking number will be provided for digital products because no physical shipment is involved.
6. Branding and Creative Services
Branding and creative services, including logo design, brand identity design, website design, name card design, content refinement, visual direction, and related creative work, are delivered electronically.
Final files, drafts, previews, and related materials may be shared through email, cloud storage, online communication, or other agreed digital methods.
No physical shipment is included for branding or creative services unless clearly stated and agreed in writing.
7. Processing Time
Processing time refers to the time needed to prepare, customise, produce, check, pack, or arrange an order before it is shipped or delivered.
Processing time may vary depending on the product or service type.
Physical products may require preparation, production, packing, and courier arrangement. Digital products and services may require time for review, creation, design, writing, consultation, or completion.
Any estimated processing time provided is for reference only and may vary depending on order complexity, production schedule, supplier availability, customer response time, and other factors.
8. Shipping Fees
Shipping fees for physical products may be calculated based on product type, weight, size, quantity, delivery location, and courier charges.
Shipping fees will be shown at checkout where applicable, or communicated to the customer before order confirmation if manual arrangement is required.
Digital products and service-based offerings do not require shipping fees unless physical materials are requested and separately agreed.
9. Delivery Area
Phoenix Luxe may provide delivery within Malaysia and selected international locations, depending on product availability, courier coverage, and shipping feasibility.
Some products may not be available for delivery to certain areas due to courier limitations, item size, production restrictions, or import regulations.
If we are unable to deliver to your location, we will contact you to discuss possible alternatives where applicable.
10. Estimated Delivery Time
Estimated delivery times are provided as a guide only and are not guaranteed.
Delivery times may vary depending on courier service, delivery location, customs clearance, public holidays, peak seasons, weather conditions, courier disruptions, and other circumstances beyond our control.
Phoenix Luxe is not responsible for delays caused by courier companies, customs authorities, suppliers, or external events beyond our reasonable control.
11. Tracking Information
Where tracking is available, tracking information may be provided once the physical order has been dispatched.
Please note that tracking updates are managed by the courier company. Phoenix Luxe is not responsible for delays in tracking updates or courier system errors.
Digital products, reports, blueprints, branding files, and other electronically delivered materials do not come with courier tracking.
12. Split Shipments
Orders containing multiple items may be shipped separately depending on product type, stock availability, production schedule, supplier arrangement, or courier requirements.
If your order is shipped in separate parcels, delivery times may vary for each parcel.
13. Customs Duties, Taxes, and Import Fees
For international orders, customers are responsible for any applicable customs duties, taxes, import fees, handling charges, or other charges imposed by the destination country.
These charges are not included in the product price or shipping fee unless clearly stated otherwise.
Phoenix Luxe is not responsible for delays, additional charges, or delivery issues caused by customs clearance or import regulations.
14. Incorrect or Incomplete Shipping Information
Customers are responsible for providing accurate and complete shipping information at the time of order.
Phoenix Luxe is not responsible for failed delivery, delay, loss, or additional charges caused by incorrect, incomplete, or outdated shipping details provided by the customer.
If an order needs to be re-shipped due to incorrect or incomplete information, additional shipping fees may apply.
15. Failed Delivery or Unclaimed Parcels
If a parcel cannot be delivered due to customer unavailability, incorrect information, refusal to accept delivery, or failure to collect the parcel, the order may be returned to the sender or held by the courier.
Additional charges may apply for re-delivery, return shipping, storage, or re-shipping.
Phoenix Luxe is not responsible for parcels that are unclaimed, refused, or returned due to reasons outside our control.
16. Damaged, Missing, or Incorrect Items
Please inspect your order upon delivery.
If you receive a damaged, missing, or incorrect physical item, please contact us within 48 hours of receiving the parcel.
You may be required to provide clear photographs, videos, packaging images, order details, and any other supporting information so that we can review the issue.
Claims made after 48 hours may not be accepted, especially if the item has been used, installed, washed, altered, damaged, or disposed of.
17. Installation and Handling
Unless clearly stated otherwise, shipping does not include installation, measurement service, removal of existing items, or on-site handling.
Customers are responsible for arranging proper installation, handling, and care of physical products after delivery.
Phoenix Luxe is not responsible for damage caused by incorrect installation, improper handling, misuse, alteration, or failure to follow care instructions.
18. Customer Response and Delivery Arrangements
For certain orders, Phoenix Luxe may need to contact the customer to confirm details before processing, production, delivery, or digital completion.
Delay in customer response may affect processing time, delivery schedule, or project completion timeline.
Phoenix Luxe is not responsible for delays caused by incomplete information, late confirmation, or delayed customer response.
19. No Physical Shipping for Digital and Service Orders
Orders that consist only of digital products, energy reports, blueprints, branding services, design services, website services, or consultation-based services will not be shipped physically.
Such orders are considered delivered once the relevant digital file, report, design, preview, link, or agreed material has been sent to the customer through the agreed communication method.
20. Changes to Shipping Arrangements
Phoenix Luxe reserves the right to update shipping methods, courier partners, delivery areas, shipping fees, processing times, and delivery arrangements at any time without prior notice.
Any changes will not affect orders that have already been confirmed unless the change is required due to courier limitations, supplier issues, incorrect information, or circumstances beyond our control.
21. Contact Us
If you have any questions about this Shipping Policy, your order, delivery status, or digital delivery, please contact us through the contact details provided on our website.
We will do our best to assist you in a fair and reasonable manner.
