shipping & delivery
Shipping & Delivery
Local Standard Delivery [Malaysia]
Registered Courier Service: DHL / NinjaVan
Order processing & delivery: 3 to 5 working days
International Delivery [Singapore]
Registered Courier Service: NinjaVan
Order processing & delivery: 7 to 9 working days
Delivery fees vary depending on the recipient's address and will be calculated at checkout. Please ensure you provide the correct shipping address, as errors may affect your delivery fee or cause delays/issues during order processing & delivery.
Once your order has been processed and shipped, a tracking number will be automatically sent to your registered email address.
Tracking number will automatically be provided (via email) once your order is fulfilled & shipped out.
Frequently Asked Questions (FAQ)
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Has my order been shipped out yet?
Once your order has been processed and carefully packed, a unique tracking number will be emailed to your registered email address so you can monitor your parcel's journey.
If you can't find the email, kindly check your Junk or Spam folder.
Orders are typically processed and prepared for shipping withing 7 business days.
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How do I track my order?
Once you receive your tracking number via email, simply click on “Track My Parcel” to view the latest delivery updates on our website. You may also track your parcel directly on the courier’s website using the same tracking number.
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My tracking number is not traceable. What should I do?
Tracking numbers become active once the parcel has been collected and processed by the courier.
Please allow at least 24 hours for the courier’s system to update.
If your order was completed during the weekend or on a public holiday, tracking information will typically be available on the next working day.
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Can I opt for self pick-up, instant delivery via Grab / Lalamove
At the moment, we are unable to offer self pick-ups due to our limited office space and team capacity.
However, during busy festive seasons, we will allocate specific days for self-collection. We appreciate your understanding and look forward to welcoming you on those days.
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It has been 14 business days and I have not received my parcel. What should I do?
Please don’t worry.
Kindly email us at hello.sereinrtw@gmail.com, and our team will investigate the matter and assist you as soon as possible.
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Why does my tracking say 'Invalid' or 'Pending Pickup'?
Once you receive a tracking number, it means your order is being processed and packed. Here’s what you need to know if your tracking status shows:
- Invalid: Please allow up to 24 hours for your tracking number to become active. If the issue persists, you can visit and manually enter the provided tracking number.
- Pending Pickup: This indicates that your order is still being processed and is awaiting collection by our courier.
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Why does my order status say 'Unfulfilled'?
This means your order has been successfully received but is still in queue to be processed. Rest assured, we are preparing to process your order soon.
Once your order is processed, the status will update to 'Fulfilled,' and you will receive a shipping confirmation email containing your tracking number.
- I need to edit my shipping details. How can I do that?
For security and policy reasons, only our team can make changes to shipping details. If you need to correct a typo in your address, please email us at hello.sereinrtw@gmail.com
Please note that we’re unable to make any changes once an order has been fulfilled.
should you require further assistance, feel free to contact us at hello.sereinrtw@gmail.com