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Shipping Terms

Customers may select items per personal preference and submit orders with cash-on-delivery payment.
 
For return-related rules, please refer to the mall’s official return policy.
 
Should you have any inquiries after receiving your parcel, kindly reach out to our online customer service promptly. 

Logistics Terms

  1. Shipping Fee
     
    Free shipping for all orders.
  2. Dispatch Lead Time
     
    Once your order is confirmed, we will arrange shipment on a first-come, first-served basis. Goods will be dispatched within approximately 3 working days.
     
    Our delivery service operates without fixed time windows and is available on Saturdays, Sundays and all national public holidays.
  3. Estimated Delivery Time
     
    Parcels will arrive around 7–10 working days after order confirmation.
  4. Signature & Inspection Guidelines
  • Please provide a valid delivery address and reachable contact phone number when placing your order to ensure successful signature collection.
  • Inspect your parcel on-site upon receipt: verify the outer package is intact, item quantities match your order breakdown, and all enclosed documents are complete. Do not open or inspect goods before signing for delivery. You reserve the right to reject delivery if the outer carton seal is broken or tampered with.
  • If you cannot sign for the parcel in person, you may authorise another individual to sign on your behalf, who must follow the above inspection rules strictly. Couriers are only tasked with delivering parcels to the designated shipping address; any person present at the address may sign to receive the package, and we cannot guarantee handover exclusively to the named recipient.
  • Orders cannot be amended after purchase confirmation due to risk control requirements. Please double-check your delivery address and contact number before submitting your order. We apologise for any inconvenience caused.
  • Orders undeliverable due to incomplete recipient information will be held by the logistics provider for 5 calendar days. We will send a notification via email; you may reply to the email or contact customer service to resolve the issue. If we receive no response within the 5-day retention window, the parcel will be returned to our warehouse, and a full refund will be processed automatically. We appreciate your understanding for any related inconvenience.

Return & Refund Policy

  1. A full refund is available for orders containing defective merchandise.
  2. All return and refund eligibility criteria and procedures shall be subject to the terms displayed on each product’s sales page and during the order checkout process.
  3. All returned items must be sent back in complete original condition, including all merchandise, complimentary gifts, accessories, original packaging and enclosed documents/materials. If a physical invoice was issued with your order, it must be returned together with the goods. You are also required to sign credit notes and other documents mandated by applicable laws and regulations. We reserve the right to decline any return or refund request if the above requirements are not met.
  4. You acknowledge and agree that if we need to process refunds arising from return/exchange requests, partial/full order rejection, or contract termination/voidance for any reason, we will complete all supporting documentation (including invoices, credit notes and other legally required paperwork) on your behalf.

Delivery Frequently Asked Questions (FAQs)

Q1: Can I set a specific delivery time window when placing an order?
 
A1: Available delivery windows vary depending on the logistics carrier assigned to your order, which can be viewed in your order’s shipping details.
Q2: How do I submit a complaint about courier service?
 
A2: Locate the assigned carrier in your order shipping information and contact their local official service hotline to file a complaint.
Q3: How long will delivery take?
 
A3: Parcels are normally delivered within 7 working days after dispatch, excluding Sundays.
Q4: What checks should I perform before signing for a parcel?
 
A4: Confirm the outer packaging remains intact. Recipients may refuse delivery of parcels with damaged packaging.
Q5: Do I need to present identification to receive my order?
 
A5: No identification is required. Couriers only deliver parcels to the stated shipping address, and any person at that location (e.g. front desk staff) may sign for the package. We cannot guarantee handover to the named recipient only.
Q6: Someone else signed for my parcel without my authorisation. What should I do?
 
A6: Find the carrier listed in your order shipping information and contact their local customer service team to resolve the issue.
Q7: Where can I track delivery updates from our partnered logistics vendors?
 
A7: Track your shipment via the official tracking channel of the carrier assigned to your order, as shown in your shipping details.
For further clarification on any terms or delivery matters, email our support team at service@mail.viddtljp.com. Our customer service team is available 24/7 all year round to assist you.