COVID-19 UPDATE : JUNE 2022
ORDERS & SHIPPING
1. Can I still shop online?
Yes, you may! We are continuing to process orders to areas without delivery disruptions caused by COVID-19 however some countries may experience delays. The situation is rapidly evolving and we will continue to update this page as needed.
The time I need to prepare an order for shipping varies. For details, see individual items.
International shipping with either full or limited tracking is via courier services ie TNT, Aramax, EMS and Pos Malaysia. Estimated shipping times, however not guaranteed:
Malaysia: 2-3 business days
Asia: 5-7 business days
Australia: 5-15 business days
North America: 5-15 business days
Europe: 5-15 business days
Please note that your item is being shipped from Petaling Jaya / Kuala Lumpur, Malaysia. Full Tracking or Limited Tracking (based on receivers’ country) is provided as a standard for all orders. I'll do my best to meet these shipping estimates, but can't guarantee them. Buyers are responsible for any customs and import taxes that may apply. Unfortunately, I can't control delays at customs.
2. I placed an order online at dollsbymawar.com, will my package still arrive?
Please note that due to COVID-19, you may experience longer than normal transit times for your order. We are working closely with our couriers and we are monitoring the situation regularly to ensure as little disruption as possible to our valued customers.
We can confirm that while we are continuing to ship to most countries globally, unfortunately, some of our in-country courier solutions are now being directly affected due to the recent COVID-19 outbreak. This list is updated frequently as the situation continues to evolve.
If you have placed an order to one of these regions, we may have to cancel and refund your order. Please kindly allow 3-8 business days for this change to appear on your bank statement as per your bank's policies, and do note we will update you via email. Our team will have reached out to you via the email address used to place your order to confirm that your order has been cancelled and refunded in full.
3. Why was my order cancelled/refunded?
If you have placed an order to one of the restricted regions listed above, we may have to cancel and refund your order. Please kindly allow 15 business days for this change to appear on your bank statement as per your bank's policies, and do note we will update you via email. Our team will have reached out to you via the email address used to place your order to confirm that your order has been cancelled and refunded in full.
4. I placed an order and I would like to change the address. How can I go about getting this change completed?
Unfortunately, we are unable to modify the shipping address once a parcel has been shipped. We recommend contacting the courier to see if the parcel can be held for pick up or an alternate delivery can be arranged. If you have any further questions or concerns, please don’t hesitate to reach out to our team via dollsbymawar.com/contact
5. Is it safe to open my package?
We are following all recommendations from public health agencies and have been practicing hand-washing, hand-sanitizing, and social distancing measures in the studio and at home.
We have also further enhanced cleaning procedures at our studio. We are continuously working to provide a safe and hygienic environment in the studio, our dolls and complimentary products.
It is safe to receive and open your package. As per WHO, the likelihood of an infected person contaminating your parcel is low and the risk of catching the virus that causes COVID-19 from a package that has been moved and exposed to different conditions and temperatures is also low. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
6. Are you still accepting returns?
Yes, we are still accepting returns as per our return policy, however return parcels may take longer for our team to process at this time. Due to this, refunds may take longer than usual.
Please allow up to 17 business days after the parcel has been delivered for return parcels to be inspected and refunds to be processed. Once your return has been sent to us, please reach out to our team via to share your return tracking information with our team.
7. Are there any changes to delivery processes due to the COVID-19 outbreak?
Yes. Our couriers are committed to ensuring the safest delivery possible, and therefore procedures will have been adapted to support this. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
Please click here for WHO’s recommendations for protecting yourself against COVID-19.
If you have any further questions or concerns, please don’t hesitate to reach out to our team via dollsbymawar.com/contact