Delivery, Returns & Refund Policy

Order Fulfillment Process

Your order will be processed & delivered to the post office within 2 working days after payment is made. Payment made after 5pm (Malaysia time) will be considered as and processed together with the next working day purchase. Once it is processed, a tracking number will be provided.

Free delivery within Malaysia for purchases above RM80 will be delivered using a registered & tracked regular parcel service (delivery time is subject to the parcel service's terms & conditions). 

International deliveries will be by registered & tracked regular parcel service (delivery time is subject to the parcel service's terms & conditions and custom clearance at the receiving destination. Customers are responsible for any taxes and duties that may be incurred). 

Note: Express Delivery option for international deliveries is available upon request by emailing us at, subject to delivery charges 

Taxes and Customs Clearance for International Customers

While we will do our best in practicing due dilligence including to declare parcels sent to Countries outside of Malaysia (foreign countries) as required by customs and relevant authorities, we are not responsible for VATs, GSTs or any relevant taxes charged to residents of foreign countries related to the parcel delivery. Such charges if incurred are the responsibilities of the recipient of the parcel and will be paid by the recipient of the parcel.

In the unlikely event of failed customs clearance, customers or parcel recipient will be expected to retrieve items from customs with the necessary documents or request for the items to be redirected to sender. We will consider a refund if the items are received in good conditions by us.

Refund/Returns Policy.

For defective or incorrect items, we have a 7 days refund/returns policy upon receipt of your items, subject to the following terms and conditions:

1. Item must be in its original purchase condition.
2. Item must be returned in its original packaging
3. Item must be unused, unmarked and not defaced in any manner.
4. Items purchased as part of a set or promotional pack must be returned as a whole set.

Unfortunately, we do not accept refund or returns items if you changed your mind about a product, and for items which have been stated as Non Exchangeable and Non Refundable.

For returns, please email us at with your order number and information on the affected item. We will replace the same item that was damaged, incorrectly sent, or defective.
Should the item be no longer available, we will issue a store credit of equivalent value.

Full refunds are only offered on a case-by-case basis and will be in the form of Store Credit of equivalent value.

Allergic reactions
At VivaQueenBee we choose the products so that you can shop with peace of mind. At the same time, we empower our customers to make informed decision by educating and listing each of the ingredients of the products on our site.

We hope this will also help you to identify if you have any sensitivity with certain ingredients.

In the unfortunate event of an allergic reaction, please send a detailed description of what occurred along with pictures to

VivaQueenBee will communicate this immediately to the brand supplier and help find an appropriate solution. Please note, issues must be reported within 7 days of receipt of the item. In certain instances a medical certificate may be requested.