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Shipping & Returns

Shipping Policy

Thank you for shopping with V Dream House. We aim to ensure your orders are processed and delivered safely, efficiently, and on time. Please review our shipping policy below for full details.

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Order Processing

  • All confirmed orders are processed within 1–3 business days after payment is received and verified.

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

  • Pre-order items may take additional processing time (usually 7–14 business days) as stated on the product page.

  • Once your order is packed and ready for dispatch, you will receive an email notification with tracking details.

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Shipping Coverage & Delivery Time

Local (Malaysia)

  • Peninsular Malaysia: 2–5 business days after dispatch.

  • Sabah & Sarawak: 3–7 business days after dispatch.

  • We deliver using trusted courier partners such as J&T Express, Pos Laju, or other reliable local couriers.

International Shipping

  • We currently ship to selected countries in Asia and beyond.

  • Estimated delivery time is 7–14 business days, depending on destination and customs clearance.

  • Customs duties, import taxes, or local fees (if any) are the customer’s responsibility.

  • International delivery timeframes are estimates and may vary based on the receiving country’s customs process.

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Shipping Fees

  • Shipping fees are fixed amount, you can check during checkout.

  • Free shipping promotions may be offered periodically — refer to current announcements on our website or social media for eligibility.

  • Any applicable import or customs charges for international orders are to be borne by the recipient.

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Tracking Your Order

  • Once your parcel has been dispatched, you will receive a tracking number via email.

  • Please allow up to 24–48 hours for tracking details to appear in the courier system.

  • You can track your parcel directly on the courier’s official website.

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Delivery Issues

  • If your parcel is delayed, missing, or marked as delivered but not received, please contact us within 7 days of the expected delivery date.

  • We will assist in coordinating with the courier to investigate.

  • Please note that courier investigations may take several working days.

  • V Dream House is not responsible for delivery delays caused by:

    • Incorrect or incomplete delivery information provided by the customer

    • Courier or customs delays

    • Force majeure events (e.g., bad weather, strikes, holidays)

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Address Accuracy

  • Please double-check that your shipping address and contact information are correct before completing your purchase.

  • We are not responsible for parcels delivered to an incorrect or incomplete address provided by the customer.

  • If a parcel is returned to us due to an incorrect address, the customer will be responsible for additional reshipping fees.

Return & Exchange Policy

Eligibility for Returns

We accept returns under the following conditions:

  • The item is unused, unworn, unwashed, and in its original packaging with all tags attached.

  • The return request is made within 7 days of receiving your order.

  • Proof of purchase (order number or receipt) must be provided.

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Return Process

  1. Contact Us
    Email our support team at support@v-dream-hz.com within 7 days of receiving your parcel.
    Please include:

    • Your order number

    • Photos showing the issue (if any defect or wrong item)

  2. Approval & Instructions
    Once your return is approved, we’ll send you the return shipping address and instructions.

  3. Shipping Back the Item

    • You are responsible for return shipping costs unless the return is due to our error (defective or wrong item).

    • We recommend using a trackable courier. We are not responsible for lost return parcels.

  4. Inspection & Confirmation
    Once your return is received and inspected, we’ll notify you by email regarding the approval or rejection of your return.

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Refunds

  • Approved refunds will be processed within 7–14 business days after we receive your returned item.

  • Refunds are made to your original payment method or as store gift voucher/code, depending on your preference.

  • Shipping fees and handling charges are non-refundable unless the return is due to our fault.

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Exchanges

We accept exchanges for:

  • Wrong size received

  • Wrong product sent

  • Manufacturing defects

If your preferred replacement is unavailable, we’ll issue store credit of the same value instead.

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Damaged or Defective Items

If you received a damaged or defective item, please contact us within 3 days of receipt with clear photos and details. We will arrange a replacement or refund at no additional cost.

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Cancellations

  • Orders can only be cancelled before shipping. Once dispatched, cancellations will be treated as returns.

  • Pre-orders or made-to-order items (Custom) cannot be cancelled once placed.

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