Shipping 

Thank you for shopping with VGS Maison. We are committed to delivering your order safely and efficiently. Please review our shipping policy below.

1. Order Processing

• Orders are processed within 1-2 business days after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next business day.
• During promotional periods, sales events, or peak seasons, processing times may be longer than usual.

2. Shipping Coverage

We currently ship to:

• Malaysia (Peninsular & East Malaysia)
• For non-Malaysia address, please contact us for further inquiry on the shipping fee & insurance fee.

Shipping availability may vary depending on courier service coverage.

3. Estimated Delivery Time

Estimated delivery times are as follows:

Delivery times are estimates only and are not guaranteed.

4. Shipping Charges

Shipping charges are calculated at checkout based on:

• Delivery location
• Parcel weight and dimensions
• Courier service selected

Any applicable shipping fees will be displayed before payment is completed.

5. Order Tracking

Once your order has been shipped:

• A tracking number will be provided via email or SMS.
• Customers may track their shipment directly through the courier's website.

6. Delivery Delays

While we strive to meet estimated delivery times, delays may occur due to:

• Weather conditions
• Public holidays
• Courier operational issues
• Customs clearance procedures
• High shipment volumes

We appreciate your patience and understanding in such circumstances.

7. Failed Delivery Attempts

Customers are responsible for providing accurate shipping information.

If a delivery fails due to:

• Incorrect address
• Incomplete address
• Unreachable recipient
• Failure to collect from courier pickup point

Any additional shipping charges for re-delivery may be borne by the customer.

8. Lost Parcels

If your parcel has not arrived within the expected delivery period, please contact us.

We will assist in opening an investigation with the courier service. Lost parcel claims are subject to courier investigation and confirmation.

9. Damaged Parcels

If your parcel arrives visibly damaged:

1. Video recording when unbox parcel, take photos of the parcel and contents immediately.
2. Contact us within 48 hours of delivery.
3. Provide your order number and supporting photos & video.

We will review the case and arrange an appropriate resolution.

10. Perfume Shipping Restrictions

As perfume products contain alcohol and are classified as flammable goods, shipping options may be limited in certain regions.

Some locations may:

• Experience longer transit times.
• Be subject to courier restrictions.
• Be unavailable for delivery.

We reserve the right to cancel and refund orders that cannot be shipped due to courier or regulatory restrictions.

11. Responsibility After Shipment

Once an order has been handed over to the courier, delivery is subject to the courier's operations and procedures.

However, we will continue to assist customers in tracking shipments and resolving delivery-related issues whenever possible.

12. Contact Us

For shipping inquiries, please contact:

Email: thehousegroups8@gmail.com

WhatsApp: +6012 2333 786/ +6012 288 0278

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Malaysia Time)

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Return & Refund Policy

Thank you for shopping with us. Customer satisfaction is important to us, and we strive to ensure every order arrives in good condition. Due to the nature of fragrance products, please review our policy carefully before making a purchase.

1. Return Eligibility

Customers may request a return or refund within 7 days after receiving the parcel under the following situations:

• Wrong item received
• Damaged or leaking item upon arrival
• Missing item in parcel
• Defective spray nozzle or bottle issue
• Product received significantly differs from order

To qualify for a return/refund:

• Product must remain unused
• Original packaging, box, and labels must be intact
• Proof of purchase/order number is required
• Customer must provide clear photos/videos of the issue

2. Non-Returnable & Non-Refundable Items

For hygiene and authenticity reasons, the following items are not eligible for return or refund:

• Opened or used perfumes
• Products with broken seal/plastic wrap
• Fragrance dissatisfaction such as “scent not strong”, “not my preference”, or “different expectation”
• Items damaged due to misuse or improper storage
• Clearance, promotional, or free gift items

3. Unboxing Video Requirement

To protect both buyer and seller, customers are strongly encouraged to record a full unboxing video when opening the parcel.

Claims for:

• missing items,
• wrong products,
• leakage,
• damaged parcels

may be rejected if no clear unboxing video is provided.

4. Damaged or Incorrect Orders

If you receive a damaged, leaking, or incorrect item:

1. Contact customer support within 48 hours after delivery
2. Provide:
• Order number
• Photos/videos of the product and packaging
• Unboxing video (if available)
3. Our team will review the case within 2–5 working days

Approved cases may receive:

• Replacement item
• Partial refund
• Full refund

depending on the situation.

5. Return Shipping

• If the issue is caused by seller error (wrong/damaged item), return shipping cost will be borne by us.
• If the return is requested for personal (customer) reasons approved exceptionally, buyer may bear the shipping cost.

6. Refund Processing

Approved refunds will be processed within 3–7 working days after verification.

Refunds will be issued through:

• Original payment method
• Marketplace refund system
• Store credit (if applicable)

Processing time may vary depending on payment provider or platform.

7. Order Cancellation

Orders may only be cancelled before shipment arrangement or parcel handover to courier.

Once the parcel status changes to:

• “Packed”
• “Ready to Ship”
• “Shipped”
• “In Transit”

cancellation may no longer be possible.

8. Important Notes

• Perfume scent performance may vary based on skin type, weather, and environment.
• Minor packaging differences from supplier batches may occur without affecting product authenticity or quality.
• We reserve the right to reject suspicious or abusive refund claims.

9. Contact Support

For shipping inquiries, please contact:

Email: thehousegroups8@gmail.com

WhatsApp: +6012 2333 786/ +6012 288 0278

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Malaysia Time)

10. Short Version for Marketplace Store Description

Due to hygiene reasons, opened/used perfumes are not returnable. Claims for damaged, leaking, wrong, or missing items must be reported within 48 hours with photos/video evidence. Unboxing video is highly recommended for faster claim approval.