Policy

Free Delivery: Delivery is free for all orders within Peninsular Malaysia. Applicable delivery costs will be shown at checkout when purchasing online or in the Order Confirmation Email sent by Hwanam.
Delivery Address: The product(s) will be delivered to the address specified in your order. A signature may be required to receive the item.
Delivery Timelines:
- Peninsular Malaysia (excluding Langkawi): 3-7 working days after payment.
- East Malaysia (including Langkawi): 6-7 working days after payment.
- Other Countries: 7-21 working days after payment.
Important Note: These delivery dates are indicative only, and Hwanam reserves the right to extend them. If your order is delayed, please contact us via our website, by email, or by calling our Customer Service Hotline at +607-4341370 / +6010-8281370.

Note: Working days are based on the Kuala Lumpur calendar, excluding the date of payment and local public holidays.

Redirection or Self Collection: For queries related to redirection or self-collection, please contact Customer Service Hotline at +607-4341370 / +6010-8281370.
Delivery to Certain Locations: Hwanam may not be able to deliver to some locations. If this occurs, we will contact you to arrange either the cancellation of your order or delivery to an alternative address.

Once your order has been prepared for dispatch or has been dispatched, the delivery address can no longer be changed.
If your order is with the courier, you may contact them directly to amend the delivery address, if possible.

For courier deliveries, you can track the status of your order via the online Order Status.
On the Account page, you can:
- View the current status of your order.
- See items ordered, estimated dispatch, and delivery times.
- Track your delivery.

Missed Delivery:
- If no one is available at the delivery address, contact the courier to arrange a new delivery time or address. Additional charges may apply.
- If the estimated delivery date has passed and you have not received your parcel, please contact Hwanam Customer Service. We will investigate with the courier and strive to deliver your order as soon as possible.
Damaged Orders:
- If the item is visibly damaged upon delivery, you can refuse it.
- If you discover damage after accepting delivery, contact Hwanam Customer Service immediately.
- Hwanam will work with the courier to resolve the issue and keep you informed. A replacement will be provided after damage verification, if eligible.

Order Cancellation:
You can cancel your order online before the product has been shipped.
Refund Process:
If the payment was made through a prepayment mode (credit card, debit card, or net banking), the entire order amount will be refunded.
Shipping Status:
Unfortunately, once the item has been shipped from our warehouses, the order cannot be cancelled.