Order & Delivery

Shipping fees will be calculated upon check-out and may differ depending on destination and the weight of parcels.

Your order processing time varies depending on product availability. Generally, orders will be ready for shipping within 3 business days for ready stock. For orders placed outside business days, processing time will be extended by 1 – 2 business days.

We ship domestically via Line Clear Express. Estimated delivery time:

  1. West Malaysia: 2 – 3 business days;
  2. East Malaysia: 3 – 5 business days

Please note that we only deliver to one delivery address per order.

Delivery failure may occur in the event of:

  1. Incorrect delivery address
  2. Recipient is not available during attempted delivery

In such cases, the courier service will either:

  1. Attempt another delivery to the given address and/or
  2. Return the parcel to the local sorting hub and/or
  3. Return the parcel to Heritaste

In the event of delivery failure, kindly contact our customer service at [email protected] for further assistance.

Please note that we will only be able to assist you if the parcel is within our possession.

If you request for redelivery, we are entitled to charge for providing the service.

You won’t be able to amend your delivery info for an order once your order is placed.

Drop us a message here and we’ll do whatever we can to help! Shipping delays may occur for delivery address amendments but we promise we’ll always try our best to minimise this.

If we’re too late and your order’s delivered by the time we relay your request to our delivery partners, we may not be able to retrieve it. So contact us ASAP if you need to make amendments.

Once your order has been dispatched from our warehouse, you will receive a confirmation email with your tracking number and link to track your item online.

Kindly note that until the courier service updates their system with your tracking information, you might be unable to track your shipment.

It may take 24 – 48 hours for tracking information to be updated on the online tracking system.

You will first need to be logged into your account. Click to view your order status here.

What do the order status mean?

  1. Pending payment — Order received, no payment initiated. Awaiting payment from customer.
    1. If payment is successful, your order status will be updated to ‘Processing’.
    2. If payment was unsuccessful, your order status will be updated to ‘Failed’ and will be cancelled.
  2. On hold — Order received, but yet to received payment. Once we confirm receiving the payment, your order status will be updated to ‘Processing’.
  3. Processing — Payment received and we are processing your order.
  4. Shipped— Order fulfilled and complete, your order is now with our delivery courier and on its way to you!
  5. Failed — Payment failed or was declined or requires authentication from customers. Your order will be cancelled within an hour.
  6. Canceled — Order Canceled by us or the customer.
  7. Refunded — Refunded by us – no further action required.
  8. Authentication required — Awaiting action by the customer to authenticate the transaction and/or complete SCA requirements.

Amendments or cancellations can’t be made once your order’s been confirmed!

We always want to make sure your order’s delivered to you as quickly as possible, so it’s sent for processing as soon as we confirm it.