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Support
Shipping & Returns
Shipping Policy
Each order from Dura Ki Hana is prepared with care and intention. Below is everything you need to know about shipping, packaging, and timelines.
✦ Order Processing
Please allow 2–4 business days for your order to be packed and dispatched.
Made-to-order or limited-batch items may require additional handling time — this will be noted in the product description.
✦ Shipping Origin
All orders are shipped from Selangor, Malaysia.
✦ Local (Malaysia) Shipping
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We ship via trusted domestic couriers (e.g., J&T, PosLaju, Ninja Van).
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Estimated delivery: 2–5 business days.
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Self-pickup option is available in Shah Alam:
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Select "Pickup" at checkout and contact us via WhatsApp or email to schedule.
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Please provide your Order ID and preferred pickup time.
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✦ International Shipping
We currently ship to most major regions, including:
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Asia-Pacific
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Europe
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Middle East
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North America
✦ Estimated delivery:
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Asia & Australia: 7–10 business days
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Europe & Middle East: 10–14 business days
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USA/Canada: 10–18 business days
Please note: international delivery times may vary due to customs or postal delays.
✦ Shipping Rates
Shipping fees are calculated at checkout based on your location and order weight.
We aim to offer fair, flat-rate shipping wherever possible.
✦ Packaging
We strive to use eco-conscious materials wherever possible — including recycled paper, kraft boxes, and biodegradable sleeves. For delicate or fragile items (like original paintings or ceramics), we may occasionally use bubble wrap or protective plastic to ensure safe delivery.
Each parcel is packed with care, balancing sustainability and protection, so your order arrives beautifully and securely.
Original artworks and fragile items are securely protected to ensure they arrive safely.
✦ Customs & Duties
International orders may be subject to customs duties or import taxes, which are the responsibility of the customer.
We do not have control over these fees and recommend checking with your local customs office.
✦ Tracking & Support
You’ll receive a shipping confirmation email with tracking details once your order is on the way.
If you need help, contact us at info@durakihana.com with your Order ID.
Return & Exchange Policy
Each item in our shop is made or curated with care — whether it's a one-of-a-kind painting, a silk scarf, or a hand-finished cushion cover. Because of the delicate and intentional nature of our offerings, we kindly ask you to review our policy below before placing your order.
✦ All Sales Are Final
We do not accept returns, refunds, or exchanges for change of mind.
✦ Damaged or Faulty Items
If your item arrives damaged, we sincerely apologize. Please email us at info@durakihana.com within 3 days of receiving your order, including:
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Your Order ID
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Clear photos of the item and packaging
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A short description of the issue
We will review your case and may offer a replacement (if stock allows), store credit, or refund.
✦ Exceptions
We cannot accept returns for:
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Color variations due to screen display differences
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Digital products or downloads
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Custom or made-to-order items
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✦ Order Cancellations
If you need to cancel your order, please contact us within 12 hours of purchase. Once processing begins or the order has shipped, it cannot be cancelled.
✦ Need Help?
If you have any concerns, we’re here to help. Contact us anytime at info@durakihana.com — we’ll do our best to assist with honesty and care.
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