Last Updated: 7 July 2026

Shipping Policy

At CaftanX Empire Sdn. Bhd., we strive to process and deliver every order as quickly and efficiently as possible. All products sold on our website are ready stock and are carefully inspected before shipment.

Please read this Shipping Policy before placing your order.

1. Shipping Coverage

Currently, we only deliver within Malaysia.

This includes:

  • Peninsular Malaysia (West Malaysia)
  • Sabah
  • Sarawak

We do not offer international shipping at this time.

2. Order Processing Time

Orders are processed within 1–2 working days after successful payment verification.

Processing time includes:

  • Order verification
  • Quality inspection
  • Packing
  • Courier arrangement

Orders placed on weekends or Malaysian public holidays will be processed on the next working day.

Please note that processing time is separate from shipping time.

3. Shipping Method

All orders are shipped via:

DHL eCommerce Malaysia

Once your parcel has been dispatched, you will receive a shipping confirmation together with the tracking information (where applicable).

4. Estimated Delivery Time

Estimated delivery begins after your order has been processed and handed over to DHL eCommerce.

West Malaysia

Estimated delivery:

2–3 working days

East Malaysia (Sabah & Sarawak)

Estimated delivery:

2–3 working days

Please note that these delivery times are estimates only and may vary depending on courier operations and delivery locations.

5. Shipping Delays

Although we work closely with our logistics partners, delivery delays may occasionally occur due to circumstances beyond our control, including but not limited to:

  • Peak sales periods
  • Public holidays
  • Weather conditions
  • Natural disasters
  • Courier operational delays
  • Customs or government regulations (if applicable)
  • Unexpected transportation disruptions

CaftanX shall not be held liable for delays caused by third-party courier services.

6. Incorrect Shipping Information

Customers are responsible for ensuring that all shipping information provided during checkout is complete and accurate.

This includes:

  • Recipient’s name
  • Contact number
  • Delivery address
  • Postcode

If incorrect shipping information results in failed delivery or returned parcels, additional shipping charges may apply where applicable.

CaftanX is not responsible for delays arising from incorrect customer information.

7. Failed Delivery Attempts

If delivery cannot be completed due to reasons caused by the recipient, such as:

  • Incorrect address
  • Unreachable contact number
  • Refusal to receive the parcel

our customer support team will work with the courier to arrange a suitable solution where possible.

However, customers who repeatedly provide inaccurate shipping information may have future orders declined at the sole discretion of CaftanX.

8. Lost Parcels

If your parcel is suspected to be lost during delivery, please contact our Customer Support immediately.

CaftanX will initiate an investigation with DHL eCommerce.

During the investigation process:

  • Customers are encouraged to cooperate by providing any requested information.
  • The investigation timeline is subject to the courier’s procedures.
  • Where appropriate, a replacement order or suitable resolution will be provided after the investigation has been completed.

9. Damaged Parcels

If your parcel arrives visibly damaged, please:

  • Take clear photographs of the parcel before opening it.
  • Record an unboxing video where possible.
  • Photograph the damaged product.
  • Contact us within 24 hours after receiving the parcel.

Failure to provide sufficient supporting evidence may affect the outcome of your claim.

10. Order Tracking

Once your order has been shipped, customers may track their parcel using the tracking number provided by DHL eCommerce.

Please allow some time for the courier’s tracking information to be updated after dispatch.

11. Delivery Completion

An order shall be considered successfully delivered once the courier records the parcel as delivered to the shipping address provided by the customer.

CaftanX shall not be responsible for parcels that are lost, stolen, or misplaced after successful delivery has been confirmed by the courier.

12. Force Majeure

CaftanX shall not be liable for any failure or delay in performing its obligations due to events beyond our reasonable control, including but not limited to:

  • Floods
  • Fires
  • Earthquakes
  • Pandemics
  • Government restrictions
  • Industrial actions
  • Transportation disruptions
  • Internet or system failures

During such events, delivery times may be extended without prior notice.

13. Contact Us

If you have any questions regarding shipping or delivery, please contact us.

CaftanX Empire Sdn. Bhd.

Email: caftanxhq@gmail.com

WhatsApp: +60 18-576 2865

Business Address:
No. 10-2, 2nd Floor
Jalan 14/48A
Sentul Raya Boulevard
51000 Kuala Lumpur
Malaysia