Shipping policy

Last Updated: 13 September 2026

Thank you for shopping with HEGA. We aim to ensure that your order is processed and delivered safely and promptly.

1. Order Processing

All orders are processed within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will be processed on the next business day.

Once your order has been shipped, you will receive a confirmation email or message containing your tracking information, where available.

2. Delivery within Malaysia

We currently offer delivery throughout Malaysia.

Estimated Delivery Times

West Malaysia: 1–3 business days
East Malaysia (Sabah & Sarawak): 3–7 business days
Remote areas: Delivery may take additional time depending on the courier service and location.

Please note that delivery times are estimates and are not guaranteed. Delays may occur due to public holidays, severe weather, courier disruptions, peak shopping periods, or circumstances beyond our control.

3. Shipping Fees

Shipping fees are calculated at checkout based on the delivery location and order details.

From time to time, we may offer free shipping promotions subject to the terms and minimum order value stated in the promotion.

4. International Shipping

International shipping may be available to selected countries.

International customers are responsible for any customs duties, import taxes, clearance fees, or other charges imposed by the destination country.

These charges are not included in the product or shipping price unless specifically stated at checkout.

International delivery times vary depending on the destination and courier service.

5. Order Tracking

Once your order has been dispatched, you may track your parcel using the tracking number provided by us or the courier.

Please allow up to 24 hours for tracking information to be updated after dispatch.

6. Incorrect Shipping Information

Customers are responsible for providing an accurate and complete delivery address, contact number, and other required information during checkout.

If you provide an incorrect or incomplete address and the parcel is returned to us, additional shipping charges may apply for re-delivery.

Please contact us as soon as possible if you notice an error in your shipping information.

7. Delayed or Lost Parcels

Once an order has been handed over to the courier, delivery is subject to the courier's service and operating conditions.

If your parcel is significantly delayed or appears to be lost, please contact us at contact@hega-shop.com. We will assist in contacting the courier and following up on the shipment.

We are not responsible for delays caused by circumstances beyond our reasonable control.

8. Damaged Parcels

If your parcel arrives visibly damaged, please take photographs or video of the packaging and the items before opening or immediately upon opening the parcel.

Contact us within 48 hours of receiving your order with your order number and supporting photographs/videos so that we can investigate the matter with the courier.