Shipping policy

SHIPPING POLICY

Last Updated: 2 September 2026

This Shipping Policy applies to orders placed directly with Floscara Sdn Bhd (Registration No. 1647376P / 202501045968) (“FLOSCARA”, “we”, “us” or “our”) through our official website.

Please review this Shipping Policy before placing your order.

1. ORDER PROCESSING TIME

Orders are generally processed and prepared for shipment within 1–5 working days after successful payment confirmation.

Working days generally exclude Saturdays, Sundays and public holidays in Malaysia.

Processing times may be longer during:

  • promotional campaigns;
  • product launches;
  • festive seasons;
  • public holidays;
  • high order volumes;
  • stock verification periods; or
  • other circumstances affecting fulfilment.

Order processing time refers to the time required for FLOSCARA to prepare and dispatch your order. It does not include the courier's delivery transit time after the parcel has been handed over for delivery.

Where there is a significant delay affecting the fulfilment of your order, we may contact you using the contact information provided with your order.

2. SHIPPING WITHIN MALAYSIA

FLOSCARA ships to addresses within Malaysia, including:

  • Peninsular Malaysia;
  • Sabah; and
  • Sarawak.

Shipping availability, charges and estimated delivery times may vary depending on the delivery destination.

3. SHIPPING FEES

Shipping fees are calculated or displayed during checkout where applicable.

Shipping charges may vary depending on factors such as:

  • delivery destination;
  • parcel size or weight;
  • shipping method;
  • order value; and
  • applicable promotional campaigns.

Shipping charges to Sabah and Sarawak may differ from shipping charges within Peninsular Malaysia.

The applicable shipping fee, if any, will be shown to you before you complete your order where supported by our checkout system.

4. FREE SHIPPING PROMOTIONS

FLOSCARA may offer free shipping from time to time as part of selected promotions, campaigns or special offers.

Free shipping is not a permanent entitlement unless expressly stated otherwise.

Free shipping promotions may be subject to conditions such as:

  • minimum purchase amount;
  • selected products;
  • selected locations;
  • promotional codes;
  • membership benefits;
  • campaign periods; or
  • other promotional conditions.

The applicable terms will be communicated as part of the relevant promotion.

FLOSCARA may introduce, modify or discontinue free shipping promotions from time to time, subject to applicable law.

5. ESTIMATED DELIVERY TIME

Delivery times shown on our website, checkout page, order confirmation or other communications are estimates only, unless expressly stated otherwise.

Actual delivery times may vary depending on:

  • delivery destination;
  • courier operations;
  • public holidays;
  • festive seasons;
  • weather conditions;
  • customs procedures;
  • transportation disruptions;
  • high parcel volumes;
  • remote delivery locations; or
  • other circumstances outside FLOSCARA's reasonable control.

The estimated delivery period begins after the order has been processed and handed over for shipment.

FLOSCARA's standard 1–5 working day processing period is separate from the courier's delivery transit time.

6. COURIER & DELIVERY SERVICE

FLOSCARA may use different courier, postal, logistics or delivery service providers depending on:

  • destination;
  • parcel requirements;
  • service availability;
  • delivery performance;
  • shipping cost; and
  • operational requirements.

We do not guarantee the use of a particular courier company unless expressly stated for a particular order or shipping service.

FLOSCARA may select or change the delivery service provider where reasonably necessary to fulfil an order.

7. TRACKING INFORMATION

Where tracking is available, tracking information may be provided after your order has been dispatched.

Tracking information may take some time to become active after a parcel has been handed over to the relevant delivery provider.

Once tracking information has been issued, customers may use it to follow the delivery progress through the relevant delivery provider's tracking system.

8. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please ensure that your:

  • recipient name;
  • delivery address;
  • postcode;
  • state;
  • country;
  • telephone number; and
  • other required delivery information

are correct before completing checkout.

FLOSCARA is not responsible for delivery problems caused by incorrect, incomplete or outdated information provided by the customer, except to the extent otherwise required by applicable law.

9. ADDRESS CHANGES

If you need to change your delivery address after placing an order, please contact us as soon as possible.

We may attempt to update the address if the order has not yet been processed or dispatched.

However, we cannot guarantee that an address can be changed once an order has entered fulfilment or has been handed over to the delivery provider.

Once a parcel has been dispatched, any address amendment may be subject to the delivery provider's procedures and additional charges.

10. FAILED DELIVERY & UNDELIVERABLE PARCELS

A delivery may be unsuccessful for reasons including:

  • incorrect or incomplete address;
  • recipient unavailable;
  • unsuccessful delivery attempts;
  • inability to contact the recipient;
  • refusal to accept delivery;
  • restricted access to the delivery location;
  • failure to collect the parcel within the required period; or
  • other circumstances preventing successful delivery.

If a parcel is returned to FLOSCARA because delivery could not be completed for a reason attributable to the recipient or information provided with the order, additional shipping charges may apply if the customer requests re-delivery.

Any refund, where applicable, will be handled in accordance with FLOSCARA's Refund, Return & Exchange Policy and applicable law.

11. DELIVERY DELAYS

While we aim to have orders processed promptly, FLOSCARA cannot guarantee an exact delivery date once a parcel has been handed over to a third-party delivery provider.

Delivery delays may occur because of circumstances outside our reasonable control, including:

  • courier delays;
  • severe weather;
  • transportation disruptions;
  • public holidays;
  • festive-season congestion;
  • customs processing;
  • government restrictions;
  • operational disruptions; or
  • other unforeseen circumstances.

Where appropriate, we will reasonably assist customers with delivery enquiries based on the information available to us.

12. PARCEL MARKED “DELIVERED” BUT NOT RECEIVED

If your tracking information shows that your parcel has been delivered but you cannot locate it, please first:

  • check the delivery location;
  • check with household members, reception, security personnel or other persons who may have accepted the parcel;
  • review any delivery photograph or proof of delivery provided by the delivery provider; and
  • contact the relevant delivery provider where appropriate.

If you are still unable to locate the parcel, please contact FLOSCARA as soon as reasonably possible with your order number and tracking information.

We may assist in raising or reviewing a delivery enquiry with the relevant delivery provider where appropriate.

13. LOST PARCELS

If a parcel appears to be lost during transit, please contact FLOSCARA with your order number and relevant tracking information.

Where appropriate, we may raise an enquiry or claim with the relevant delivery provider.

A parcel will not necessarily be considered lost solely because delivery has taken longer than the original estimated delivery period.

Where a parcel is confirmed as lost, FLOSCARA will assess the appropriate resolution in accordance with the circumstances, our applicable policies and Malaysian law.

14. DAMAGED PARCELS & PRODUCTS

Please inspect your parcel and products as soon as reasonably possible after delivery.

If the actual product is damaged during delivery, please contact FLOSCARA promptly and, where possible, within 7 days from the delivery date.

Please retain:

  • the product;
  • product packaging;
  • courier packaging;
  • shipping label; and
  • any other relevant packaging

while the claim is being reviewed.

We may request photographs and/or video to assist with the assessment.

Damage to the outer courier packaging alone does not necessarily mean that the product itself is damaged.

Claims involving damaged products will be handled in accordance with our Refund, Return & Exchange Policy.

15. INTERNATIONAL SHIPPING

FLOSCARA accepts international orders to selected destinations, subject to shipping availability and any applicable restrictions.

International shipping charges and delivery times vary depending on the destination, parcel and available delivery services.

International delivery estimates do not include delays caused by:

  • customs clearance;
  • import procedures;
  • local postal or courier operations;
  • border controls;
  • local holidays; or
  • other destination-country requirements.

FLOSCARA does not guarantee an exact delivery date for international orders.

16. CUSTOMS, DUTIES & IMPORT TAXES

International orders may be subject to:

  • customs duties;
  • import taxes;
  • value-added taxes;
  • handling charges;
  • customs clearance fees; or
  • other charges imposed by the destination country or relevant authorities.

Unless expressly stated otherwise at checkout, such charges are not included in FLOSCARA's product price or shipping fee and are the responsibility of the recipient/customer.

FLOSCARA does not control the amount of duties, taxes or customs charges imposed by another country.

Customers are responsible for checking applicable import requirements before placing an international order.

17. INTERNATIONAL DELIVERY RESTRICTIONS

Certain products or destinations may be subject to shipping, import, customs or regulatory restrictions.

FLOSCARA may be unable to ship a particular product to a particular destination if:

  • delivery services are unavailable;
  • import restrictions apply;
  • customs regulations prevent shipment;
  • the destination is not supported by our delivery providers; or
  • fulfilment is otherwise not reasonably possible.

If we are unable to fulfil an international order after it has been placed, we will contact the customer and arrange an appropriate resolution.

18. REFUSED OR UNCLAIMED INTERNATIONAL PARCELS

If an international parcel is refused, unclaimed or returned because the recipient:

  • refuses delivery;
  • fails to complete required customs procedures;
  • does not pay applicable duties or taxes;
  • provides incorrect or incomplete delivery information; or
  • fails to collect the parcel,

the customer may be responsible for applicable shipping, return shipping, customs or handling costs, to the extent permitted by law.

Any refund that may be available will be assessed after taking into account the circumstances of the returned parcel and in accordance with our Refund, Return & Exchange Policy and applicable law.

19. MULTIPLE SHIPMENTS

In some circumstances, products from the same order may be shipped separately.

Where this occurs, you may receive more than one parcel or tracking number.

Separate shipment does not necessarily mean that an item is missing from your order.

20. ORDERS PURCHASED THROUGH OTHER CHANNELS

This Shipping Policy primarily applies to orders placed directly through FLOSCARA's official website.

Orders purchased through:

  • marketplaces;
  • authorised retailers;
  • studios;
  • distributors;
  • partners;
  • social-commerce platforms; or
  • other third-party sales channels

may be subject to the shipping and delivery arrangements of the relevant seller or platform.

21. RELATIONSHIP WITH OUR REFUND POLICY

Returns, refunds, defective products, incorrect products, missing items and products damaged during delivery are subject to our Refund, Return & Exchange Policy.

Where a return is approved, return shipping costs are generally borne by the customer, unless otherwise required by applicable law.

Approved refunds may, depending on the circumstances and applicable law, be issued through the original payment method or FLOSCARA Store Credit.

Nothing in this Shipping Policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.

22. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy from time to time to reflect changes to our:

  • shipping arrangements;
  • delivery providers;
  • international shipping availability;
  • promotional programmes;
  • business operations; or
  • applicable legal requirements.

The updated version will be published on our website with the revised “Last Updated” date.

Changes will not ordinarily alter shipping terms already agreed for an existing confirmed order, except where reasonably necessary or required by law.

23. CONTACT US

For shipping, delivery or tracking enquiries, please contact:

Floscara Sdn Bhd
Registration No.: 1647376P / 202501045968

T2A-18-08, 3 Towers
No. 296, Jalan Ampang
Kampung Berembang
50450 Kuala Lumpur
Wilayah Persekutuan Kuala Lumpur
Malaysia

Email: floscara.co@gmail.com

When contacting us regarding an existing order, please include your order number and, where available, your tracking number so that we can assist you efficiently.