Shipment FAQ
Shopping at Poly Lulu Malaysia is quick and easy 💖 Here’s how to place your order:
Step 1: Create an Account (Required Before Checkout)
•Click the 👤 icon on the top right of the page
•Enter your email address and submit
•You’ll receive a secure login link via email — no password needed
•Click the link in your email to log in and start shopping!
Step 2: Explore our latest styles — you might just find your new fave ✨
Step 3: Love it? Pick your size and tap ‘Add to Cart’ 💖
Step 4: Almost there! Just fill in your details and complete payment—your parcel is on the way!
We currently ship with Ninja Van!
We currently ship to the following regions:
•West Malaysia – RM7 flat rate
•East Malaysia (Sabah, Sarawak & Labuan) – RM13 flat rate
•Singapore – RM25 flat rate
📦 Free shipping is available with minimum spending:
•West Malaysia – Free shipping for orders RM130 and above
•East Malaysia – Free shipping for orders RM200 and above
•Singapore – Free shipping for orders RM200 and above
Kindly note: Free shipping thresholds are subject to promotional campaigns and may vary from time to time.
All orders are dispatched from our Malaysia warehouse. If you’re unsure which shipping zone you’re in, feel free to contact us!
📩 For shipping enquiries, please DM us via Facebook or Instagram or call us at +603-2242-0331!
Once your order is placed, we’re unable to make changes, including item edits, address updates, or cancellations. Our team works hard to process orders quickly to avoid delays — thank you for understanding!
If you’ve made a mistake, feel free to reach out to us at +603-2242-0331 or via Facebook or Instagram. While we can’t guarantee changes, we’ll do our best to assist if the order hasn’t shipped yet.
We aim to ship out orders within 1–2 working days after payment confirmation.
Estimated delivery times (from Ninjavan):
•West Malaysia: 1–3 working days
•East Malaysia (Sabah, Sarawak & Labuan): 1–5 working days
•Singapore: Around 3 working days
(Excludes weekends and public holidays)
⚠️ Just a heads-up!
Delivery times are based on estimates provided by Ninja Van, and may vary depending on your location, weather, or busy periods (like sales or holidays).
Once your parcel is handed over to the courier, it’s in their care — but don’t worry, they’re usually pretty efficient!
If you have any questions about your delivery status, feel free to reach out to Ninja Van directly:
🌐 www.ninjavan.co
📞 Ninja Van Malaysia: 011-1722 5188
Thanks for your patience and understanding! 💛
If your order hasn’t shipped yet — yes! Please call us at +603-2242-0331, or message us on Facebook or Instagram.
⚠️ Disclaimer
Once your order has shipped, it’s with Ninja Van and we’re unable to change the address.
For any updates or redirection, please contact the courier directly.
To avoid delays, kindly double-check your shipping details before checkout. 💛
After checkout, you will receive an order confirmation email with your order details. Once your package is shipped, a tracking number will be sent via email or SMS. You can also log into your POLY LULU account to check your order status and tracking updates.
Pre-order items are clearly labelled on the product page. By completing your purchase, you acknowledge that you have read, understood, and agreed to the following terms:
- Payment is collected in full at the time of purchase. This secures your allocation and confirms your acceptance of the pre-order terms stated herein.
- Estimated dispatch dates are indicative only and do not constitute a guaranteed delivery commitment. Actual shipment will be processed upon the item's arrival at our warehouse and successful completion of quality inspection.
- PolyLulu shall not be held liable for delays arising from production timelines, supplier lead times, customs clearance, carrier disruptions, or any circumstances beyond our reasonable control. Such delays do not qualify as grounds for cancellation or refund.
- In the event that a pre-ordered item cannot be fulfilled, PolyLulu will notify you and offer a full refund as store credit at your discretion.
Pre-order purchases are final once placed. Cancellation requests submitted after purchase will not be entertained except under the circumstances outlined above.
For order status enquiries, please contact us at support.my@polylulu.com.
Payment or Order FAQ
Our website is powered by FIUU Payment Gateway, a trusted Malaysian payment provider. We currently accept:
💳 Credit / Debit Cards (Visa & MasterCard)
🏦 Online Banking (FPX) – Supported by all major Malaysian banks
📱 E-Wallets – Touch ’n Go, GrabPay, Boost, and more
We’re continuously working to expand our payment options to make your checkout experience smooth and secure.
Having trouble completing your payment?
📩 Reach out to us via Facebook or Instagram @polylulu_mysg – we’re here to help!
Please make sure to include your full address, correct postcode, and an active mobile number. This helps ensure smooth delivery with no delays.
Entered something wrong? Send us a message via Facebook or Instagram as soon as you can — we’ll try our best to help before your parcel ships!
To ensure timely processing and fulfilment, orders cannot be modified once they have been successfully placed. This includes changes to product(s), size, colour, shipping address, or applied discounts.
Should the order proceed as placed and the item(s) received are not suitable, we encourage you to submit a return request upon receipt, following our return policy guidelines.
To minimise errors, we kindly remind all customers to carefully review order details prior to checkout.
While orders can’t be cancelled directly from your profile, feel free to reach out to our Customer Care team and see what can we do from there. Our team will review your request based on the order status and respond as soon as possible.
⚠️Friendly Reminder:
Before you check out, kindly make sure everything looks good—size, style, and delivery info!
Return and Refund FAQ
You may return eligible items within 14 days of receiving your order. Returned items must be unworn, unwashed, with original tags attached, and in their original packaging.
Please note, we do not accept returns for:
- Sale or final clearance items (All items under Buy 1 Free 1 and Buy 2 Free 2 are final sale.)
- Undergarments and accessories (for hygiene reasons)
- Items with stains, perfume scents, or visible signs of wear
💳 Refunds:
- Returns requested on or before 13 May 2026 — refunded to your original payment method
- Returns requested from 14 May 2026 onwards — refunded as Store Credit
Store Credit will be issued within 10–14 working days after warehouse inspection. You may withdraw your Store Credit at any time via our Store Credit Withdrawal Form.
Received the wrong or faulty item? Please send us an inbox message via Facebook or Instagram @polylulu_mysg and we will sort it out for you!
We're sorry your item didn't work out! Here's how you can submit a return:
Step 1: Request a Return in Your Account
Log in to your account and go to Order History → Request Return for the relevant order. Once submitted, our Customer Care team will review your request and notify you by email once it's approved.
Step 2: Ship Your Return
After receiving the approval email, arrange your return shipment within 5 days using a trackable courier (e.g., Pos Laju, J&T, Shopee Express, etc.). Ensure your parcel is packed securely and include your full name and order number inside.
Step 3: DM Us Your Tracking Number
Once shipped, DM us your tracking number via Facebook or Instagram. Returns without a submitted tracking number cannot be processed.
Return Warehouse Info
Receiver: iStore iSend (SSL2147)
Contact Number: +603-8063 0599
Address: Lot 24915, Jalan Segenting, Taman Pertiwi, 42500 Telok Panglima Garang, Selangor
⚠️ Please ensure you clearly indicate your order number on the package.
Important Notes:
- Items must be unworn, unwashed, and with original tags attached
- Return shipping costs are covered by the customer, unless the item is confirmed defective or incorrect
- If we do not receive your parcel, or if it's shipped/updated late, we may be unable to process your return
⏳ Sample Return Timeline
If you received your parcel on May 1:
→ Submit return request by May 14
→ Parcel must be shipped by May 19
→ Refund will be issued within 10–14 working days after inspection
Yes, return shipping costs and any associated fees vary depending on the reason for return.
If your item is defective or incorrect (our error):
We will cover the standard return shipping fee. However, any additional charges incurred during the return process — including but not limited to import duties, taxes, and handling fees — remain the responsibility of the customer.
For all other returns (size exchange, change of mind, etc.):
The customer is fully responsible for all costs involved, including return shipping fees, import duties, taxes, and any handling fees charged by the courier or customs. These charges will not be reimbursed.
We recommend using a trackable courier service and retaining your receipt and tracking number until your return has been confirmed and processed.
By proceeding with a return, you acknowledge and agree to the above terms.
To ensure fairness and hygiene for all customers, we’re unable to accept returns under the following conditions:
1. Return request is submitted beyond 14 days from the date upon delivery.
2. Missing accessories or removed tags – please return all original packaging and tags with the product.
3. Items with visible signs of wear, such as stains, damage, makeup residue, scent of perfume, or any form of contamination.
4. Lingerie, pierced jewelry, socks, and other intimate-wear items due to hygiene considerations.
5. Modified items, including any garments that have been altered, cut, embroidered, printed, or are no longer in their original state.
6. Free gifts or promotional giveaway items.
7. Promotional items purchased during special campaigns or clearance are not eligible for return.
⸻
⚠️ Non-defective cases that are not eligible for return:
• Minor manufacturing characteristics such as:
– Loose threads, stitching points, untrimmed thread ends, buttonholes, slightly uneven seams
– Slight marks from tailoring, trimming, or chalk marks (not considered as stains)
– Pins or safety tacks used for packaging
• Natural product characteristics after use or wash:
– Fading, shrinking, pilling, minor embellishment looseness, or rust
– Fabric scent from dye or treatment (may air out in 3–5 days)
– Colour variation due to lighting, fabric texture, or personal interpretation
– Slight size variation due to batch manufacturing (within ±3cm tolerance)
⸻
🧺 Friendly reminder:
• For the first wash, please separate from other garments.
• Avoid soaking with bleach or harsh detergents.
⸻
🚫 Important:
If your return does not meet the criteria above, Poly Lulu reserves the right to reject the request and is not obligated to hold the item.
Please claim any rejected items within 14 days upon notice from our Customer Care team—unclaimed items will be forfeited, and no further claims will be entertained.
Refunds will be based on the final amount paid for the returned item(s), excluding any non-refundable charges. Please note:
1. If your return causes your order to no longer meet a promotion or free shipping threshold, the following adjustments will apply:
•The original discount amount will be deducted from your refund
•The shipping fee (if waived initially) will be added back and deducted from your refund
📦 For example:
If you enjoyed free shipping with a RM130 minimum spend, and your return causes your remaining order value to fall below RM130, the standard shipping fee (e.g. RM7) will be deducted from your refund.
2. Only the returned items will be refunded.
•If your return includes only part of the order, you will be refunded for the eligible item(s) only
•Any non-returnable items or used promotional code values will not be refunded
⸻
If you need help calculating your refund before sending back your item(s), feel free to contact our Customer Care team at support.my@polylulu.com — we’re happy to assist!
*Any amendments to this policy will be made at the sole discretion of Poly Lulu and may be implemented without advance notice.
If you do not wish to make a future purchase, you may request a cash withdrawal of your Store Credit at any time.
Step 1: Fill in our Store Credit Withdrawal Form
Step 2: Our Customer Care team will verify your order and Store Credit balance
Step 3: Approved withdrawals will be transferred to the bank account provided in the form
Please note:
- Withdrawal processing takes 10–21 working days after verification, subject to your bank's processing time
- Ensure all bank details submitted are accurate to avoid delays
- Refunds to alternative payment methods are not supported
Withdrawals to Malaysian bank accounts are typically processed free of charge. In isolated instances, your receiving bank may apply its own processing fee; any such charge is determined solely by the bank and is outside Poly Lulu's control.
Withdrawals to Singapore bank accounts are processed as international bank transfers. The receiving bank may apply a transfer fee, which will be deducted from the amount received. As this fee is determined by the receiving bank rather than by Poly Lulu, we are unable to confirm the exact amount in advance.
Poly Lulu reserves the right to amend this process at its sole discretion. Changes may take effect without prior notice.