Shipping policy
Last updated: 14 October 2026
1. Where we ship from
All orders are shipped from Malaysia by Private Structure International Sdn Bhd. We ship to [Malaysia, Singapore, Australia, China, Canada, Germany, Taiwan, Spain, Mexico, South Korea, United States, Saudi Arabia]. Please double check your address and phone number at checkout, because even a small error can cause delays or a failed delivery. If an order is returned to us because of an incorrect or incomplete address, we may need to charge you for re-shipping.
2. Processing time
We process and dispatch orders within 2 working days after payment is received. Working days are Monday to Friday, excluding Malaysian public holidays. You will get an email with tracking details once your order has shipped.
3. Carriers and delivery times
International orders are shipped via FedEx [add DHL and Redly Express here only if you still use them for Shopify orders]. Delivery estimates shown at checkout are a guide only and count from the date your order is dispatched, not the date you order.
4. Shipping fees
Shipping fees, if any, are calculated at checkout based on your destination and order. All charges are in Malaysian Ringgit (MYR).
5. Duties and taxes (Delivery Duty Paid)
International orders are shipped Delivery Duty Paid (DDP). Import duties and taxes are handled on your behalf, so you should not be asked to pay anything extra when your parcel arrives. [Choose one: These are included in the price you pay at checkout. / These are covered by us as part of the shipping fee.] If a courier or customs office still asks you for a payment on delivery, please contact us before paying and we will sort it out.
6. Delays
Delays are more likely in the lead up to festive seasons and major sales periods. Customs or the courier may also hold a parcel for up to 21 business days after it ships. We are not responsible for delays caused by customs clearance, but if customs needs additional documents or information from you, we will let you know and help resolve it. If your parcel has not arrived after 21 business days, please contact us and we will help track it down.
7. Failed or missed deliveries
If nobody is available to receive your parcel, FedEx’s local delivery rules apply, which usually means a redelivery attempt or collection from a pickup point. If a parcel is returned to us because it was not collected or the address was wrong, we will contact you to arrange re-shipping at your cost.
8. Lost or damaged parcels
If your parcel arrives damaged or appears to be lost, email us at letushelp@privatestructure.com with your order number and photos of the parcel and items, and we will look into it with the carrier. Our Returns and Refunds policy covers what happens next.
9. Returns shipping
Return shipping is covered in our Returns and Refunds policy. Please do not send anything back until we have approved it.
10. Marketplace orders
Orders placed on Shopee, Lazada, or TikTok Shop are shipped under the rules of that platform, not this policy.
11. Contact us
Questions about your delivery? Email letushelp@privatestructure.com or contact us through our contact page.
