Effective Date: 1 August 2025


Company Name: Ainaa Empire (M) Sdn. Bhd (Registration No. 201901000583)
Registered Address:
B-G-1 Level G, OSTIA, Jalan Ostia Utama,
Taman Ostia Bangi, 43650 Bangi, Selangor, Malaysia
Email: admin@ainaabeauty.com

 

1. Introduction

This Shipping Policy explains how Ainaa Empire (M) Sdn. Bhd manages the delivery of products purchased via the official AINAA App.

For domestic deliveries, we partner exclusively with KEX Express.
For international deliveries, we use DHL Express or other reputable international couriers depending on the destination.

 

2. Shipping Coverage

Domestic (Malaysia)

  • We deliver to all states in Malaysia, including Sabah and Sarawak.
  • Certain remote or out-of-delivery areas may require longer delivery times or incur additional courier surcharges.

International

  • International shipping is available to selected countries.
  • Delivery times and rates vary depending on the destination and courier availability.
  • Customs duties, import taxes, and other local charges are borne by the recipient.

 

3. Processing Time

  • Orders are processed within 1–2 business days after payment confirmation.
  • Orders placed after 12:00 PM (cut-off time) will be processed the next business day.
  • No processing or shipping is done on weekends or public holidays.


4. Delivery Timeframe

Domestic (via KEX Express)

  • Peninsular Malaysia: 1–3 business days
  • Sabah & Sarawak: 3–7 business days

International (via DHL or equivalent courier)

  • Asia Pacific: 3–7 business days
  • Europe & Middle East: 5–10 business days
  • Americas & Africa: 7–14 business days

Delivery times are estimates and may vary due to courier delays, customs clearance, weather, or peak seasons.

 

5. Shipping Fees

  • Domestic shipping fees are calculated at checkout based on weight, dimensions, and destination.
  • International shipping fees are calculated based on courier rates at the time of purchase.
  • From time to time, AINAA may offer free shipping promotions, subject to specific terms and conditions.

 

6. Tracking Your Order

  • Domestic shipments (KEX Express) can be tracked here:
    🔗 KEX Express Tracking
  • International shipments (DHL) can be tracked here:
    🔗 DHL Tracking
  • Tracking details will be sent via email or WhatsApp once your order has been dispatched.
  • Tracking updates may take up to 24 hours to appear after 

7. Delivery Attempts & Failed Delivery

  • Couriers will attempt delivery up to two (2) times.
  • If both attempts fail, the package will be returned to HQ.
  • Any re-delivery costs will be borne by the Usahawan/customer.

8. Damaged, Missing, or Lost Parcels

If your parcel is damaged, missing items, or lost in transit:

  1. Notify our Usahawan Care Department within 48 hours of delivery (or expected delivery date).
  2. Provide:
  • Order ID / Invoice Number
  • Tracking number
  • Photos/videos of the parcel and its contents

We will liaise with the courier to investigate. Resolutions will follow our Refund & Return Policy.

9. Responsibility

  • Once the order is handed to the courier, AINAA is not responsible for delivery delays beyond our control.
  • The recipient is responsible for providing the correct delivery address and contact information.
  • For international shipments, the recipient is responsible for all customs duties and import taxes.

10. Contact Information

For shipping enquiries:
📩 Email: admin@ainaabeauty.com
📱 WhatsApp: Contact your Usahawan Care representative
🕐 Operating Hours: Monday–Friday, 9:00am – 6:00pm (MYT)