F.A.Q

• All Purchases must be paid in full within 3 days after orders are confirmed.

• Goods Sold are not returnable nor exchangeble.

• Payments are NOT refundable.

• 9LiV3s reserve the right to change the terms & conditions without prior notice.

Q: Do you Ship Worldwide?

A: Yes! We ship worldwide! If we cannot ship to your location, we will promptly contact you. Some products are unable to ship to certain locations due to licensure laws. If a product has such a location restriction.

Q: How do you ship packages?

A: Packages are shipped via Malaysia Pos Small Packet(Registered) delivery service only.

Q: Do you provide tracking information?

A: Yes, you will receive an email once your order ships that contains tracking information. 
 

Q: Once I have placed my order, how long does it take for it to be shipped?

A: Products that are currently in stock will ship every wednesday Malaysia time.
It will take a few days to be shipped after confirmation of payment.

Q: How long does shipping take?

A: Shipping usually takes about 2-3 days or up to one week for Malaysia post, it varies from different location.​

Q: Why was I asked to pay extra to receive my parcel?

A. Some countries may require customers to pay import fees in order to receive their orders. These fees are paid to your local government and our store unfortunately has no control over them. Please consider any import fees you may be obligated to pay before placing an order at our store. Our store is unable to undervalue shipments or mark them as "Gift" to avoid customs fees.
 

Q: My parcel was opened by customs. What can I do?

A. Some countries may require that parcels be opened during customs inspections. Unfortunately there is nothing our store can do to prevent this and we cannot be held responsible for actions by customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.
 

Q. Help! My parcel was returned back to you!

A. Parcels may be returned because they remained unclaimed, the wrong address was specified, etc. We will automatically contact customers whose parcels have been returned to us to arrange reshipment. Items will be re-shipped in the same condition as they are returned to our store.

Q: Can you cancel my order/part of my order?

A: We do not accept cancellations after confirmation of payment. Please only place orders for items you intend on purchasing.

Q. There's an item I want but it's sold out. Can you let me know when it's back in stock?

A. If we are able to get more stocks of an item, our website will be updated and the item will be available for purchase. Please keep an eye out for any updates on our website. Please understand that we cannot add items to an order in the event that a sold out item is canceled by another customer.

Q: Can you extend my payment deadline?

A: All orders must be paid for within 3 days after payment request. We kindly ask that all customers pay for their order within the stated payment period. All unpaid orders will be canceled and any items contained within will be ineligible to be re-ordered at our store. Please note that any orders that have gone past the stated 3-day payment period are no longer guaranteed and the items contained therein may be offered to other customers or moved to their orders without notice.

Q. My package looks like it's been damaged. What should I do?

A. If any damage occurs during shipment, we will need your cooperation to make a claim with your local post office.

PLEASE -- If you think something may be wrong with your parcel: 1. Take pictures before opening, and 2. Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office and they should be able to resolve the problem. Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment.

Q: The image on your website is different than the item I received!

A: Actual item may differ from the pictures shown due to handmade items based on the various item colors or mixed colors. 
However, pictures closest to the actual item will be shown, please be rest assured.