1. Order Processing

Orders will be processed after payment has been successfully received and confirmed.

Our normal order processing time is approximately 1–3 business days. During peak periods, promotional campaigns, festive seasons, public holidays, or periods of unusually high order volume, processing may take slightly longer.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Please ensure that your contact information, delivery address, postcode, and telephone number are entered correctly during checkout.

2. Shipping Within Malaysia

We currently provide delivery to addresses within Malaysia, including Peninsular Malaysia and East Malaysia, subject to courier coverage.

Shipping fees may vary depending on:

• Delivery location
• Parcel size and weight
• Product category
• Promotional shipping offers
• Courier charges

The applicable shipping fee, if any, will be shown during checkout before payment is completed.

3. Estimated Delivery Time

After your parcel has been handed over to the courier, the estimated delivery time is generally:

• Peninsular Malaysia: approximately 1–5 business days
• Sabah, Sarawak and certain remote areas: approximately 3–10 business days

These delivery times are estimates only and are not guaranteed.

Actual delivery time may be affected by circumstances outside Xandraco’s control, including courier delays, weather conditions, public holidays, road conditions, remote-area delivery schedules, service disruptions, or unusually high parcel volumes.

4. Tracking Information

Where tracking information is available, customers may receive a tracking number after the order has been packed and dispatched.

Please allow some time for the courier’s tracking system to update after your tracking number has been issued.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check the following carefully before completing payment:

• Recipient’s full name
• Contact telephone number
• House or unit number
• Street name
• Building or condominium name, if applicable
• City and state
• Postcode

If an order has already been dispatched, we may not be able to change the delivery address.

If a parcel is returned to Xandraco because the address was incorrect, incomplete, inaccessible, or the recipient could not be contacted, the customer may be required to pay an additional shipping fee before the parcel can be sent again.

6. Failed Delivery Attempts

Courier companies may attempt to contact the recipient if delivery cannot be completed.

Customers are responsible for monitoring courier notifications and making the necessary arrangements for redelivery or parcel collection where applicable.

If the parcel is returned to Xandraco after unsuccessful delivery attempts, additional shipping charges may apply for redelivery.

7. Delayed Deliveries

Although we make every effort to arrange delivery promptly, shipping delays may occasionally occur.

Once a parcel has been handed over to the courier, the delivery process is handled by the courier company. Xandraco cannot guarantee a specific arrival date or time.

If your order is taking significantly longer than the estimated delivery period, please contact us with your order number and tracking information.

8. Lost Parcels

If tracking information indicates that a parcel may have been lost during delivery, please contact us as soon as possible.

We may need to submit an investigation request to the courier company before determining the appropriate resolution.

Where a parcel is officially confirmed as lost by the courier, Xandraco will review the case and determine the appropriate replacement, store credit, refund, or other resolution according to the circumstances of the order.

9. Damaged Parcels

We take reasonable care when packing orders. However, parcels may occasionally be damaged while in transit.

If your parcel arrives visibly damaged, please take photographs or video before opening it whenever possible.

If the product inside is damaged, please provide:

• Your order number
• Photographs of the external parcel
• Photographs of the shipping label
• Photographs or video of the damaged product
• Photographs of the internal packaging

Please keep all original packaging until the matter has been reviewed.

10. Fragile and Natural Products

Some Xandraco products, including crystals, natural materials, decorative items, figurines, glass items, handmade products, or other delicate products, may require additional protective packaging.

Natural products may also have variations in colour, texture, shape, pattern, inclusion, surface characteristics, or size. These natural variations are not considered shipping damage.

11. Pre-Order and Made-to-Order Products

If an order contains a pre-order, personalised, handmade, or made-to-order product, the processing and delivery period may be longer than for ready-stock products.

The estimated preparation period will normally be stated on the relevant product page or communicated to the customer.

If ready-stock and pre-order products are purchased together, the entire order may be shipped together when all products are ready unless otherwise arranged.

12. Multiple Parcels

In some cases, one order may be shipped in more than one parcel.

This may happen due to product size, stock location, packaging requirements, courier limitations, or safety considerations.

If your order is divided into multiple shipments, you may receive more than one tracking number.

13. Shipping Promotions

From time to time, Xandraco may offer free shipping or discounted shipping promotions.

Each promotion may have its own minimum spend, eligible products, location restrictions, validity period, or other conditions.

Promotional shipping benefits cannot normally be exchanged for cash, transferred, or applied retrospectively to orders that have already been completed.

14. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will try to assist before the order has been packed or dispatched, but changes and cancellations cannot be guaranteed.

Once a parcel has been handed to the courier, the order generally cannot be cancelled through the shipping process.

15. Incorrect Item Received

If you receive an item that is different from the item shown on your confirmed order, please contact us promptly.

Please provide your order number together with clear photographs of the item received and its packaging.

16. International Shipping

Unless otherwise stated on our website, standard online checkout is currently intended primarily for deliveries within Malaysia.

For international delivery enquiries, please contact Xandraco before placing an order so that we can confirm whether shipping is available to your destination.

International customers, where accepted, are responsible for any applicable customs duties, import taxes, clearance charges, handling fees, or other charges imposed by the destination country.

17. Courier Selection

Xandraco may select the courier service based on delivery area, parcel characteristics, service availability, shipping cost, or operational requirements.

Customers may not always be able to choose a specific courier.

18. Proof of Delivery

A parcel may be considered delivered when the courier’s tracking system records successful delivery to the delivery address, recipient, authorised person, reception counter, security guard, parcel locker, collection point, or other accepted delivery location.

If tracking shows that your parcel has been delivered but you cannot locate it, please first check with household members, building management, reception, security personnel, neighbours, or the courier.

19. Customer Responsibility

Customers are responsible for ensuring that someone is available to receive the parcel where required and for following any courier instructions relating to delivery or collection.

Xandraco is not responsible for parcels that are delayed, returned, or otherwise affected because the recipient did not respond to courier communications or failed to collect the parcel within the required period.

20. Contact Us

If you have any questions about your shipment, please contact us and provide your order number so that we can assist you more efficiently.