INTERNATIONAL SHIPPING

Please note that the destination country determines import taxes, duties, and customs fees and they are not included in the product price or shipping charges. These fees vary by country and are the recipient’s responsibility. We are unable to predict, estimate, or advise on the amount that may be charged upon arrival. Customs regulations differ across countries; therefore, we strongly recommend that you contact your local customs office for detailed information regarding import taxes, duties, clearance fees, and any required import permits. We are currently unable to deliver to any countries not included in the list below.

A

AVAILABLE INTERNATIONAL SHIPPING DESTINATIONS

Andorra, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bhutan, Bolivia, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, French Guiana, Georgia, Germany, Ghana, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macao, Malaysia, Maldives, Malta, Mauritius, Mexico, Moldova, Monaco, Mongolia, Montenegro, Morocco, Nepal, Netherlands, New Zealand, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Tunisia, Turkey, Uganda, United Arab Emirates, United Kingdom (UK), United States (US), Uruguay, Uzbekistan, Vatican, Vietnam.

A

ORDER CONFIRMATION

Once your order has been successfully placed, an Order Confirmation email will be sent to the email address provided during checkout. This email will include your order number, purchased items, and delivery address (where applicable). Please allow some time for the confirmation email to arrive, as occasional server delays may occur. If you do not receive it within a reasonable timeframe, kindly check your spam or junk folder. Should the email still be missing, please contact us at askme@allybay.com.my with your transaction details so we can assist you. For gift card purchases, the gift card will be digitally delivered by email to the recipient’s email address provided during checkout, following successful payment. Gift cards are redeemed using the unique gift card code and must be used in a single transaction. Any unused balance will be forfeited. Gift cards are non-refundable, non-transferable, and cannot be exchanged for cash or used to purchase other gift cards. Customers are responsible for ensuring the accuracy of the recipient’s email address. Ally Bay is not responsible for gift cards delivered to incorrect or inaccessible email addresses provided at checkout. Gift card codes should be kept secure. Ally Bay is not responsible for lost, stolen, or unauthorised use of gift card codes. Orders containing gift cards cannot be cancelled or refunded once the gift card has been issued. Physical products are subject to the Shipping & Returns Policy.

A

ACCURACY OF SHIPPING INFORMATION

Please ensure that all shipping information provided is complete and accurate. We will not be held responsible for deliveries made to an incorrect address supplied by the customer. Any parcels returned to us due to an incorrect or incomplete address will require additional shipping charges to be resent, which will be borne by the customer.

A

TRACK & TRACE

You can use the link below to track your shipment by entering the tracking number stated in the “Order Confirmation”  that we have emailed to you after your order has been placed.

Malaysia –  BBB Express tracking

International – DHL Express tracking

A

RETURNS, REFUND  & EXCHANGES POLICIES

Please review our return, refund, and exchange policies below for purchases.

A

RETURNS

If you change your mind or wish to return your purchased item(s) for any reason, you may do so within 7 days of receiving your order, subject to the following conditions:

1) Items must be unused, unopened, and undamaged. Due to hygiene and safety regulations, cosmetic and personal-care products are not eligible for return once opened.

2) Items must be returned in their original condition and packaging (if applicable).

3) You are responsible for returning the items to us and for covering the shipping costs. We strongly recommend using a postal service with tracking to prevent loss.

4) Refunds will be issued as store credit to your account, minus the original shipping cost. Store credits can be used for future purchases.

A

REFUNDS & EXCHANGES

To request a refund, store credit, or a replacement, please contact us by email within 24 hours of receiving your order. Refunds or replacements will be provided under the following circumstances:

1) The product did not arrive.

2) The product arrived damaged.

3) The product has expired.

4) The wrong product was delivered.

If the package is visibly damaged upon delivery and a signature is required, please do not sign for the parcel. For deliveries that do not require a signature, please take clear photos of the damaged package immediately upon receipt. Customers must provide clear photo or video evidence of the issue (damaged, wrong item, expired) within the 24-hour notification period.

Return Approval and Refund Process

1) All returns must be approved by our team before the item is shipped back. Unauthorised returns will not be processed.

2) Returned items that do not meet the return conditions will not be eligible for store credit, and the item may be returned to the customer at their cost.

3) Store credits or refunds will be processed within 5–7 business days after the returned item is received and inspected.

Refunds are not available under these circumstances:

1) Delays in the estimated delivery time.

2) Minor differences in texture, appearance, or scent between product batches are due to the natural plant-derived ingredients. Such variations do not affect product effectiveness.

3) Failed deliveries caused by incorrect or incomplete shipping addresses provided by the customer.

4) Orders containing gift cards cannot be cancelled or refunded once the gift card has been issued.

4) Customs, duties, and rejected parcels (for international orders)

For international orders, if the parcel is returned due to failure to pay customs fees or failure to collect from the courier. The customer will bear all return shipping charges and will only receive a refund in store credit (excluding original shipping fees).

CANCELLATIONS

Orders can be cancelled within 24 hours before shipment. Please contact us immediately with your order number to request a cancellation. For all returns, refunds, or cancellation requests, kindly email us at: askme@allybay.com.my