Shipping Policy

Order Receipt and Confirmation

Upon receiving your order and full payment, we will email to you a confirmation of your order. As such, kindly provide us with a valid email address.

Order Processing

All normal orders will be processedĀ and handed to our logistics partnersĀ within two (2) working days (refer to our operating hours below). If you need the product urgently, please contact us before placing your order so that we can advise you on alternative arrangements.Ā 

If your order is placed during peak season (e.g. festivities, celebrations, or sales season), do expect some delays as our logistics partners may experience high parcel volumes.

Your kind understanding is very much appreciated.

Buying As A Gift

If you are buying as a gift and would like to include a special message, pleaseĀ add on a gift card in the product page and indicate the message you would like to be printed on the card.

Shipping Packaging

For orders below RM130:

Products are packed in courier bags only.

For ordersĀ of RM130 and above:

Products are packed in corrugated cardboard box and courier bag to protect the products from damage during shipping. Damage to the corrugated cardboard box during shipping is normal and expected.

If you are buying as a gift and wish to use the corrugated cardboard box as a gift box, please indicate this in the note before checkout so that we can wrap the corrugated cardboard box with bubble wraps for added protection. As a default, we do not use bubble wraps for environmental reasons unless specially requested.

ForĀ clearance sales:

Products are packed in courier bags only, unless the order consists also of normal priced items.

Pre-order

Pre-orders are processed when the pre-ordered items are in stock.

Orders that include both ready stock and pre-order items are shipped together in one shipment once the pre-ordered items are in stock.

If you would like to receive the ready stock items first, please place your orders for the ready stock items and pre-order items separately (i.e. two orders).

Pre-orders are excluded from free shipping discounts.

Shipping Cost

West Malaysia

  • Flat Rate Shipping Fee: RM10
  • Free Shipping: MYRĀ 350 & above*

East Malaysia

  • Flat Rate Shipping Fee: RM30
  • Free Shipping: MYRĀ 350 & above*

Singapore

  • Flat Rate Shipping Fee: RM30
  • Free Shipping: SGD 200 & above*

Other countriesĀ 

  • Shipping costs calculated at checkout

ā€“

*in a single order

For international deliveries, please note that customs and/or import duties and taxes may apply depending on the destination country and order value. Where duties and/or taxes apply, our delivery partner will contact** you to advise the amount payable.Ā  Such duties and/or taxes are to be borne by you.

**Please ensure the contact details (i.e. mobile/ phone number and email) provided are valid.

Tracking & Delivery Issues

Once your order is processed, you should receive an email from EasyParcel with the link to track your order. If you do not receive the email within 2 working days from the day you place your order, you may email us at support@sutrasilk.com to request for the tracking link.

Customer Tracking & Strict Reporting Windows:

  • Tracking Due Diligence: Customers are solely responsible for monitoring and tracking their own orders using the provided EasyParcel tracking link.
  • Wrong Address Delivery: If tracking indicates the parcel was delivered but it was sent to the wrong address, this must be reported to us within 24 hours from the time of the recorded delivery.
  • Non-Delivery: If your order has not arrived within 7 days from your purchase date, you must report this to us strictly on or before the 7th day from the original order date.

Important Disclaimer on Deadlines:
Please note that we will not entertain, investigate, or process any requests, claims, or reports submitted outside of these specified timeframes. Sutra Silk will not be held liable for any lost parcels, incorrect deliveries, or non-deliveries if they are not flagged to us within the 24-hour or 7-day windows outlined above. No refunds or replacements will be issued for late reports.

Operating Hours

Monday to Friday (Except Public Holidays): 10am to 5pm