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Shipping & Returns

Effective date: 1st August 2025

Shipping Coverage

  • Malaysia: Peninsular & East Malaysia.
  • International: We ship to selected countries. International rates, delivery times, and import taxes vary by destination.

Processing Times

  • Orders placed Mon–Fri before 12:00 PM MYT usually ship the same day or next business day.
  • Orders placed after cut-off, weekends, or public holidays ship the next business day.
  • Launch/sale periods: please allow an extra 1–2 business days.

Estimated Delivery Times

Domestic (Malaysia)

  • Peninsular Malaysia: 1–3 business days after dispatch.
  • East Malaysia: 2–5 business days after dispatch.

International

  • Asia (selected destinations): ~3–7 business days after dispatch.
  • Rest of world: ~5–10+ business days after dispatch.

Estimates are provided by couriers and may vary due to customs, weather, peak volumes, or remote locations.

Shipping Fees

  • Domestic: Calculated at checkout based on destination and weight/size.
  • International: Calculated at checkout; does not include import duties, taxes, or brokerage fees.

Customs, Duties & Taxes (International)

Orders shipped outside Malaysia may be subject to import duties/taxes (DAP—Delivered At Place). These charges are set by your country and are payable by the recipient. Carrier may contact you for KYC information before delivery.

Order Tracking

A tracking link will be sent via email/WhatsApp when your order is dispatched. You can also check status here: Delyva Tracking (append your tracking number).

Address Changes & Failed Delivery

  • Ensure your address and phone number are accurate. We cannot change the address after dispatch.
  • Parcels returned due to incorrect/incomplete address will require a re-delivery fee.
  • Missed delivery? Contact the courier promptly to reschedule with your tracking number.

Pre-Orders / Backorders

Unless stated otherwise, our weekly drops are ready-stock. Pre-order items will show an estimated ship date on the product page.

Colour & Sizing Note: Minor colour variance may occur due to screen settings. Sizing allows a tolerance of ±1.5 inches.

Returns & Exchanges

We want you to feel great in your Nizu pieces. If something is not quite right, you can request an exchange or return according to the policy below.

Return/Exchange Window

  • Request within 7 days from delivery date (based on courier records).
  • Items must reach us within 14 days after your request is approved.

Eligibility

  • Items must be unused, unwashed, unaltered, with original tags attached and in original packaging.
  • Free from makeup, deodorant, fragrance, pet hair, or stains.
  • Reasons such as These items do not fit me or I change my mind with this color/item will not be entertained. Please ensure you have selected the right color or item and ensure the sizing displayed in the sizing chart is agreeable to you. Please allow a variation + - of 1 - 2 inches in sizing for all items
  • Subject to inspection. We may refuse items that do not meet these conditions.
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Not Returnable (for hygiene/finality)

  • Headscarves/tudung and innerwear once worn or opened.
  • Final-sale or clearance items (labelled as such on the product page).
  • Gift cards and vouchers.

Wrong/Defective Items

If we sent the wrong item/size or the item is defective, we will replace or refund (including reasonable return shipping) after verification.

How to Request

  1. Email orders@bynizu.com with your Order ID, item name/colour/size, and reason (include clear photos for defects/wrong item).
  2. Wait for our approval email with return instructions and the correct return address (returns without approval may be rejected).
  3. Pack securely and ship with a trackable service. Keep your receipt and tracking number.

Who Pays for Return Shipping?

  • Domestic (Malaysia): Customer pays for change-of-mind/size issues; Nizu pays for confirmed defects/wrong items.
  • International: Customer pays for return shipping in all cases except confirmed defects/wrong items. Duties/taxes paid to your customs/carrier are non-refundable by Nizu (you may claim locally if eligible).

Exchange, Store Credit, or Refund

  • Exchanges depend on stock availability. If items in not in stock, we will replace it with store credit. No monetary amount will be refunded