Shipping policy

This Shipping Policy governs the delivery of products purchased from Hinomi Malaysia through our official online store. By placing an order, you acknowledge and agree to the terms stated below.

Order Confirmation

  • All orders placed through our Official Website will receive an order confirmation and shipment notification email.
  • The Order Confirmation email will be sent immediately to you after your order has been successfully placed.
  • A Shipment Confirmation email will be sent to you within the estimated shipping timeframe. This email will include the tracking number(s) associated with your order.
  • Orders placed through third-party marketplaces (including but not limited to Shopee, Lazada, TikTok Shop, and Amazon) are governed by the respective marketplace policies and systems. Shipment notifications from Hinomi may not be sent for such orders.
  • If your order exceeds the estimated shipping timeframe and you have not received any shipping confirmation, please contact our Customer Support team via live chat or email at support_my@hinomi.co for assistance.

Shipping Coverage Area

  • Hinomi Malaysia provides delivery service within West Malaysia only.
  • Deliveries to areas outside West Malaysia cannot be fulfilled due to logistical limitations.
  • Hinomi reserves the right to revise, expand, or restrict delivery coverage areas at any time without prior notice.

Shipping Services

  • Hinomi Malaysia engages licensed third-party logistics providers, which may include but are not limited to DHL.
  • Courier assignment is determined exclusively by Hinomi based on operational considerations, including but not limited to:
    • Delivery destination
    • Parcel dimensions and weight
    • Courier operational coverage
    • Service efficiency and reliability
  • Expedited or express delivery services are currently unavailable.
  • For operational consistency and delivery efficiency, you are not permitted to select, change, or request a specific courier.

Shipping Fees

  • Delivery within West Malaysia is provided free of charge for eligible products purchased from Hinomi’s official website.
  • Final shipping eligibility and fees (if applicable) are displayed during checkout after you enter your delivery address.
  • Orders exceeding five (5) units may be shipped via LTL (Less-Than-Truckload) freight, where your shipment shares transport space with other consignments.
  • Hinomi reserves the right to revise shipping fee arrangements in the future.

Delivery Time Frame

Category Shipping Time Frame

A) In-Stock Items

  • Orders will be dispatched within two (2) working days after order confirmation, excluding weekends and public holidays.
  • Estimated delivery time after dispatch is 3 to 7 business days.
  • During peak periods, delivery may take 2–3 weeks.

B) Pre-Order Items

  • Estimated shipping dates are displayed on the product page after selecting variants.
  • Once the stated pre-order date has arrived, your order will be processed under standard dispatch timelines.
  • Orders containing both in-stock and pre-order items will be shipped together by default.
  • Exception: If the main chair item is in stock, it will be dispatched first. Pre-ordered accessories will be shipped later once restocked.

Important Notes:

  • All delivery time frames are estimates only and do not constitute a guarantee.
  • Delivery timelines may be extended during promotional periods or due to unforeseen circumstances.
  • Hinomi shall not be held liable for delivery delays arising from courier operations, force majeure events, peak season congestion, or other circumstances beyond its reasonable control.

Shipping Exception

A) PO Box Deliveries

We do not support deliveries to P.O. Box addresses. Please provide a physical address to ensure successful delivery.

B) Use of External Freight Forwarders

  • If your location is outside our standard coverage, you may use an external freight forwarder. Once delivery has been completed to the forwarder, Hinomi is not responsible for any loss, damage, or delays thereafter.
  • Warranty replacement parts remain supported; however, shipping fees for these parts will be borne by you.

Multiple shipments

Sometimes you may find that your order is delivered in several packages. That means items are shipped from different Hinomi warehouses for several reasons:

  • By separating packaging components, we can lower the risk of any damage or breakages during transit.
  • With multiple warehouse locations, separate packaging allows our shipping partners the flexibility to pick up and deliver your order.
  • We are able to optimize our shipping costs and continue to provide you with free shipping (except oversized products).

Sales Tax

Applicable sales tax will be calculated automatically at checkout based on your shipping address and displayed before payment confirmation, in accordance with Malaysian tax regulations.

Order Amendments and Cancellation

  • Order modifications or cancellations must be requested within 24 hours after order placement.
  • Once dispatched, all requests will be handled in accordance with our standard Return Policy.
  • Approved refunds will be processed to the original payment method. Processing time varies by financial institution.
  • Hinomi reserves the right to reject requests that do not comply with this policy.

Missing or lost packages

In case you receive delivery notification of the shipment(s) without finding or receiving your order(s), please try:

  • Looking around your shipping address (if you live at a residence)
  • Checking again with the receptionist at the reception area (if you live in an apartment)
  • All lost package claims must be reported within 5 days of the delivery.
  • Claims may not be honoured if the shipping information provided was incorrect or incomplete.
  • Hinomi reserves the right to deny assistance or responsibility for all the lost claims, which are reported to us 5 days after the delivery date, or because the receiver provides the incorrect/incomplete shipping address.

Some carriers’ delivery notifications may sometimes be sent out 24 hours before the actual arrival. If you still can’t find your package(s), please report the case immediately to us by live chat or email, so that our Customer Support team can assist you in filing the claim and sending you a replacement package(s).

Peak Period Disclaimer

During promotional campaigns, festive seasons, or other peak periods, delivery timelines may be extended beyond standard estimates due to the high influx of order volumes and logistical constraints.

While we make every effort to fulfill all orders as efficiently as possible, we appreciate your understanding should delays occur under such circumstances.

Right to Amend Delivery Arrangements

Hinomi reserves the right to amend delivery schedules, courier assignments, and fulfilment arrangements, when necessary, due to operational or unforeseen circumstances.