Shipping / Delivery Policy
At ZEMME, we aim to process and deliver your order carefully and efficiently. All orders are packed with care before being handed over to our courier partner for delivery.
Please read the shipping and delivery information below before placing your order.
1. Shipping Area
We currently deliver within Malaysia, unless otherwise stated on our website.
Delivery availability may depend on your shipping address and the courier service coverage at the time of checkout.
International shipping is currently not available unless specifically stated or arranged by ZEMME.
2. Order Processing Time
Orders are usually processed within 1–3 working days after payment confirmation.
Working days refer to Monday to Friday, excluding weekends and public holidays.
During peak seasons, promotional periods, new product launches, or public holidays, order processing may take slightly longer.
3. Delivery Method
Orders are delivered through our appointed courier partner, DHL, or any other courier partner appointed by ZEMME where necessary.
Once your order has been dispatched, delivery will be handled by the courier service provider.
ZEMME reserves the right to change, assign, or use another courier service where necessary to complete delivery.
4. Estimated Delivery Time
Estimated delivery time may vary depending on your location, courier operations, weather conditions, public holidays, peak season volume, and other circumstances beyond our control.
As a general reference, delivery may take:
West Malaysia: approximately 1–3 working days after dispatch
East Malaysia: approximately 3–7 working days after dispatch
These timelines are estimates only and are not guaranteed.
5. Shipping Fees
Shipping fees will be calculated and displayed at checkout based on your delivery address, order details, and available shipping method.
Any free shipping promotion, discounted shipping, or special delivery offer will only apply when clearly stated on our website or during the relevant campaign period.
Shipping fees are non-refundable unless otherwise required by applicable law or approved by ZEMME due to an issue caused by us.
6. Order Tracking
Once your order has been shipped, you may receive a tracking number or delivery update through email, SMS, WhatsApp, or the order tracking feature available on our website, depending on the checkout and courier system.
Customers are responsible for monitoring the delivery status after the tracking information has been provided.
If you experience any issue with tracking, please contact us at:
7. Customer Responsibility
Please ensure that all shipping details are accurate before completing your order, including:
- Full name
- Contact number
- Complete delivery address
- Postcode
- Email address
- Any relevant delivery instructions
ZEMME is not responsible for delivery delays, failed deliveries, returned parcels, or losses caused by incorrect, incomplete, or outdated shipping information provided by the customer.
8. Incorrect Address, Failed Delivery, or Returned Parcel
If a parcel cannot be delivered due to incorrect address, incomplete address, failed delivery attempts, inability to contact the recipient, refusal to accept the parcel, or any issue caused by the customer, the parcel may be returned to us.
In such cases, customers may be responsible for:
- Redelivery fees
- Additional shipping charges
- Handling fees, where applicable
- Any cost charged by the courier service provider
ZEMME will only arrange redelivery after the issue has been reviewed and any applicable fees have been paid.
9. Delayed, Lost, or Damaged Parcel
Once an order has been handed over to the courier partner, delivery timing and handling may be affected by the courier’s operations.
If your parcel is delayed, lost, or damaged during delivery, please contact us as soon as possible so we can assist with checking the matter with the courier service provider.
Please note that courier investigation may take time and may require information such as:
- Order number
- Tracking number
- Full name
- Contact number
- Delivery address
- Photos of the parcel or packaging, where applicable
For items damaged upon arrival, please contact us within 7 days from the date your parcel is marked as delivered, in accordance with our Exchange & Return Policy.
10. Parcel Marked as Delivered
If the tracking status shows that your parcel has been delivered but you have not received it, please contact us as soon as possible.
We may assist by checking with the courier service provider. However, ZEMME is not responsible for losses caused by incorrect delivery information, unattended parcels, third-party collection, or circumstances outside our reasonable control.
Customers are encouraged to ensure that someone is available to receive the parcel at the provided delivery address.
11. Public Holidays, Peak Seasons, and Delivery Disruptions
Delivery may take longer during:
- Public holidays
- Festive seasons
- Sales or promotional campaigns
- Courier service disruptions
- Severe weather conditions
- Customs or regulatory delays, where applicable
- Events beyond our reasonable control
ZEMME is not responsible for delays caused by circumstances beyond our control, but we will do our best to assist where possible.
12. Self-Pickup
Self-pickup is currently not available unless otherwise stated by ZEMME.
13. Contact Us
For shipping or delivery enquiries, please contact us at:
Email: hello@zemmeofficial.com
To help us assist you faster, please include your order number, full name, contact number, and tracking number where available.