SHIPPING POLICY

Gaiöra, operated by Stillnergy Enterprise

1. Scope

1.1 This Shipping Policy governs the despatch and delivery of all Products sold by Stillnergy Enterprise trading as Gaiöra, whether ordered through the gaiora.net online store, during a live sale, or through WhatsApp or another direct channel, and whether delivered within Malaysia or internationally.

1.2 This Policy forms part of our Terms and Conditions and should be read together with our Exchange and Refund Policy.

2. Delivery Coverage

2.1 We deliver to addresses within Malaysia, including Peninsular Malaysia, Sabah, Sarawak, and the Federal Territory of Labuan.

2.2 We also deliver to selected international destinations. The destinations we serve at any given time are those that can be selected at checkout, or that we have confirmed to you in writing for a direct order. Our list of destinations may change without notice.

2.3 If your country does not appear at checkout, we do not currently ship there. You are welcome to contact us at official@gaiora.net to ask whether an arrangement can be made, but we are under no obligation to accept an order to an unlisted destination.

2.4 Certain remote, island, restricted-access, or interior locations may fall outside our courier partners' service areas, or may attract a surcharge or extended transit time. Where this affects your order, we will contact you before despatch.

2.5 We do not deliver to post office boxes.

2.6 We may withdraw or suspend delivery to any destination at any time, including where carrier restrictions, import prohibitions, trade sanctions, or the refusal of a carrier to accept the Products make shipment impracticable or unlawful. Where we do so after accepting your order, we will cancel the affected items and refund you in full.

3. Order Processing

3.1 Orders are processed after full payment has been received and cleared, and after any verification checks have been completed.

3.2 Orders are generally processed within two (2) to five (5) business days. Where a different processing time is stated at checkout or in your order confirmation, that stated time prevails.

3.3 Processing time is separate from, and additional to, transit time and any time a parcel is held in customs.

3.4 Orders are processed on business days only. Orders received on a Sunday, a Malaysian public holiday, or outside business hours are processed on the next business day.

3.5 During festive periods, major sale campaigns, live sales, and product launches, processing may take longer than usual. We will publish notice on the website where significant delays are expected.

4. Shipping Rates and Delivery Timeframes

4.1 The applicable shipping method, delivery charge, and estimated delivery timeframe for your order are those displayed at checkout, or as stated in the payment link or invoice issued to you for a direct order. These figures form part of your order and are confirmed to you before you complete payment.

4.2 For orders placed through live sales, WhatsApp, social media, private payment links, or direct invoices, the shipping fee may be calculated and confirmed separately before payment is taken.

4.3 Shipping rates vary according to destination, parcel weight and dimensions, the courier selected, applicable dangerous goods surcharges, and any promotional shipping offer then in effect.

4.4 As a general guide only, and subject always to the estimate shown at checkout:

• Malaysia: approximately two (2) to ten (10) business days in transit.
• International destinations: approximately seven (7) to twenty-one (21) business days in transit, excluding time held in customs.

4.5 Delivery estimates are estimates only, calculated in business days and excluding weekends and public holidays applicable in the origin or destination country. They are not guaranteed delivery dates, and time is not of the essence in relation to delivery.

4.6 Deliveries to Sabah, Sarawak, Labuan, East Malaysian interior destinations, and remote international locations typically take longer.

5. Transport of Fragrance Products

5.1 Perfumes and fragrances may be alcohol-based. Where a Product contains alcohol, it is classified as dangerous goods, being a flammable liquid, for the purposes of air transport under the applicable IATA and civil aviation regulations.

5.2 Because of this classification:

• (a) not all couriers accept such shipments, and those that do may impose quantity limits, packaging requirements, or surcharges;
• (b) some destinations may only be served by surface or sea transport, which takes longer than air;
• (c) we may need to split an order into multiple parcels, or to substitute the courier or shipping method selected at checkout, in order to comply with these requirements; and
• (d) a number of countries and postal operators prohibit or restrict the importation of alcohol- based fragrance altogether, or limit the volume that may be imported by an individual.

5.3 Where a substitution or split despatch is necessary, we will not charge you additional shipping for it, and we will inform you where it materially affects your delivery estimate.

5.4 We reserve the right to decline to ship to a destination where no compliant transport option is available. In such a case we will cancel the affected items and refund you in full.

6. International Orders and Importer Responsibilities

6.1 Where you place an order for delivery outside Malaysia, you, or the recipient you nominate, are the importer of record for that shipment.

6.2 You are responsible for satisfying yourself, before placing the order, that the Products may lawfully be imported into the destination country and into the hands of the recipient. Restrictions on alcohol content, volume per parcel, cosmetic ingredient composition, and personal import allowances vary considerably between countries.

6.3 You are responsible for providing any identification number, tax number, or importer registration number that the destination country requires for clearance, and for responding promptly to any request for information from the carrier or the customs authority.

6.4 We complete customs declarations accurately and in accordance with law. We will not declare a Product at less than the price paid, describe it as a gift, sample, or item of no commercial value, or otherwise misdescribe a shipment, and we will decline any request to do so.

6.5 Where a shipment is seized, confiscated, returned, destroyed, or refused entry because the Products may not lawfully be imported into the destination country, or because required information was not provided, we are not liable for the loss and no refund of the Product price or shipping charge is available, save to the extent the failure was caused by our own error.

7. Packaging

7.1 Fragrance Products are packed with protective materials appropriate to their fragility and to the requirements of the carrier.

7.2 Outer packaging is plain and does not disclose the contents beyond what regulations require. Customs declarations on international parcels must, by law, describe the contents accurately.

7.3 If you require gift wrapping or a specific presentation, please tell us before payment. We cannot guarantee such requests once an order has been processed.

8. Delivery Address

8.1 You are responsible for providing a complete, accurate, and current delivery address, including recipient name, unit or floor number, postcode, country, and a contactable mobile number.

8.2 For international deliveries, please provide the address in a form the destination country's postal and customs systems will accept, together with a telephone number on which the recipient can be reached locally.

8.3 Please check your address carefully before confirming your order. Once an order has been despatched, the address cannot be changed by us, although some couriers permit redirection at your request and cost.

8.4 We are not liable for delay, loss, or non-delivery caused by an incorrect, incomplete, or outdated address supplied by you. Costs arising from a redelivery in such circumstances are payable by you, and we may require payment of those costs before the parcel is sent again.

8.5 If you notice an address error, contact us immediately at official@gaiora.net or +60 12-891 6681. We will attempt to correct it if the order has not yet been despatched.

9. Tracking

9.1 Where the shipping method includes tracking, we will send you the tracking number and carrier details by email or WhatsApp once your order has been despatched.

9.2 Tracking information is generated and maintained by the courier. It may take up to twenty-four (24) to forty-eight (48) hours after despatch before tracking updates appear, and we are not responsible for the accuracy or currency of the courier's tracking system.

9.3 On international shipments, tracking detail often reduces once a parcel is handed to the destination country's postal or customs operator. A period without updates during customs clearance is normal and is not, by itself, an indication that a parcel is lost.

9.4 You are responsible for monitoring the delivery status of your parcel and for responding to any notification from the carrier or customs authority.

10. Receipt of Delivery

10.1 Risk of loss or damage passes to you upon delivery to the address you provided, or upon collection by you or any person at that address who accepts the parcel.

10.2 Where a courier obtains a signature, photograph, or other proof of delivery, that record is treated as evidence of delivery.

10.3 If you authorise the courier to leave a parcel unattended, at a guardhouse, at reception, with a neighbour, or in a parcel locker, you do so at your own risk, and we are not liable for loss or damage occurring thereafter.

10.4 We ask that you inspect your parcel on arrival. Where possible, record a continuous unboxing video. If the outer packaging is visibly damaged, wet, or shows signs of leakage, note this with the courier at the point of delivery and photograph it before opening.

11. Delays

11.1 Delivery may be delayed by circumstances outside our reasonable control, including customs clearance and inspection, courier backlog, vehicle or flight disruption, adverse weather, flooding, haze, road closures, festive volume, public holidays, security screening, industrial action, or force majeure events described in our Terms and Conditions.

11.2 We are not responsible for delays caused by customs authorities, border agencies, or other authorities in the destination country, and such delays do not give rise to a right of cancellation or refund.

11.3 We are not liable for such delays, but we will assist you in following the matter up with the courier.

11.4 If your parcel has not arrived within a reasonable period after the estimated delivery date, contact us and we will initiate a trace with the courier.

12. Lost, Stolen, or Damaged Parcels

12.1 Report a suspected lost, stolen, or damaged parcel to us within seven (7) calendar days of the expected or actual delivery date, providing your order number, tracking number, and any relevant photographs.

12.2 We will lodge a claim with the courier. Domestic investigations commonly take between seven (7) and thirty (30) working days. International investigations frequently take longer, and a carrier will usually not treat an international parcel as lost until a minimum waiting period, often of thirty (30) days or more from despatch, has elapsed. We are bound by the carrier's investigation timeline.

12.3 Where a parcel is confirmed lost or damaged in transit and the loss is not attributable to you, we will replace the Products or refund you in accordance with our Exchange and Refund Policy.

12.4 We are not liable for theft occurring after a parcel has been successfully delivered to the address you provided.

13. Failed and Unclaimed Deliveries

13.1 Couriers generally make a limited number of delivery attempts before returning a parcel to sender or holding it at a branch for collection.

13.2 It is your responsibility to respond to courier notifications and to collect a parcel held for collection within the courier's stated holding period. On international shipments, this includes responding to any customs notice and paying any charges assessed before the storage period expires.

13.3 Where a parcel is returned to us as undelivered or unclaimed, clause 11 of our Exchange and Refund Policy applies: we will offer redelivery at your cost, or a refund of the Product price less the original and return delivery costs actually incurred and less any charge levied against us by the carrier or customs.

14. Split and Partial Deliveries

14.1 Where an order contains multiple items, we may despatch them separately, whether for stock, packing, or dangerous goods compliance reasons.

14.2 You will not be charged additional shipping by us for a split despatch made at our election. On international orders, please note that a split despatch may result in more than one customs assessment, and any additional import charges arising remain your responsibility under clause 16.

14.3 Where part of an order is delayed, we may despatch the available items first and forward the balance when ready, unless you instruct otherwise.

15. Self-Collection

Self-collection from our premises in Kuching may be offered from time to time. Where available, it will be shown as an option at checkout, together with the applicable collection address, hours, and identification requirements. Collection is by appointment only unless stated otherwise.

16. Taxes, Customs Duties and Import Charges

16.1 What you pay us The total amount displayed at checkout, or confirmed in the payment link or invoice issued to you, is the final and total amount payable to us for your order. That total is inclusive of the Product price, the delivery charge shown, and any tax, levy, or other charge applied at checkout. We will not raise any further charge against you after payment has been received.

16.2 Malaysian tax status Stillnergy Enterprise is not registered for Sales and Service Tax (SST) and does not issue tax invoices. Where our online store applies a tax, levy, or similar line item at checkout, that amount is included within the total described in clause 16.1 and requires no further payment from you.

16.3 Domestic orders For deliveries within Malaysia, no import duty or customs charge arises, and no charge additional to the checkout total is payable on delivery.

16.4 International orders are shipped delivered duty unpaid International orders are shipped on a delivered duty unpaid (DDU) basis. This means the amount you pay us excludes, and does not prepay, any charge imposed by the destination country. The following are excluded and are your responsibility:

• customs duty and import tariffs;
• import taxes such as VAT, GST, consumption tax, or sales tax;
• excise duty, which some countries levy specifically on alcohol-containing products;
• customs brokerage, clearance, disbursement, and advancement fees charged by the carrier; and
• storage, demurrage, inspection, and handling charges arising during clearance.

16.5 How these charges are assessed These charges are assessed by the customs authority or carrier of the destination country, according to that country's own law and its valuation of the shipment. They are not set by us, are not paid to us, and form no part of our revenue. We have no control over whether they are levied or in what amount, and we are unable to calculate or estimate them in advance. You should check the current import rules and thresholds for your country before ordering.

16.6 Payment of import charges Import charges are normally payable by the recipient directly to the carrier or the customs authority before the parcel is released. Delivery may be withheld until they are paid.

16.7 If import charges are not paid If you or the recipient decline or fail to pay the import charges assessed, the parcel may be held, returned to us, abandoned, or destroyed by the destination authority. In that event:

• where the parcel is returned to us intact and in resaleable condition, we will refund the Product price, less the original shipping charge, less the return shipping charge, and less any duty, tax, storage, or handling charge levied against us in connection with the return;
• where the parcel is abandoned, destroyed, seized, or not returned to us, no refund is available, as the Products have been lost through non-payment rather than through any failure on our part; and
• a refusal to pay import charges is not a valid ground for a chargeback, as those charges were expressly excluded from the amount you paid us.

16.8 Refunds and import charges Import duties and taxes that you have paid to your own authority are not refundable by us, whether on a return, an exchange, or a cancellation. Depending on your country, you may be entitled to reclaim them directly from that authority, and we will provide reasonable documentation to assist you in doing so.

17. Amendments

We may amend this Policy at any time by publishing the revised version on the website. The Policy in force at the time your order was accepted governs that order.

18. Contact

Stillnergy Enterprise (Gaiöra)                                                                                        1st Floor, SL.8, Rock Commercial Centre, Jalan Green, 93150 Kuching, Sarawak, Malaysia                                                                                                                              Email: official@gaiora.net WhatsApp: +60 12-891 6681