Orders & Returns

How can I check product availability?

  • Our online availability is indicated with the "Add to bag" button, if the button isn't displayed it's because we are unable to fulfil it at the moment.
  • For unavailable products you may opt to receive notification if the product comes back in stock. For that, please click on "notify me" button on the product details page and add your email address.
  • To check instore availability please follow these instructions: 1) Select the product of your choice at our online shop. 2) On the product details page, below the button “add to bag" please select “Check Instore Availability." 3) If you encounter any other issue, do contact our Customer Service at doris@giftmate.com.my for assistance.

Where can I find information on the current promotion?

  • Giftmate runs sale promotions throughout the year. To stay up-to-date, we recommend signing up to our newsletter.

Why did my purchase not qualify for the promotion?

  • If your recent order did not qualify for the promotion, please check the promotion Terms & Conditions to ensure that the item you ordered was not excluded from the promotion.
  • If you believe your item was not part of the exclusions, please check to ensure that the order was placed during the promotion validity period.
  • if you need further support, please contact our customer service team.

Can I add items to my order?

  • Once an order has been successfully placed, it cannot be amended in our system. The entire order could be cancelled up to approximately 30 minutes from the receipt of the order confirmation email. To see if cancellation is possible, please contact Customer Service via Live Chat or phone. This would allow you to place a new order. If cancellation was not possible, please place a new order for the additional items.

Can I add gift wrapping to my order?

  • Currently, we do not offer gift wrapping services.

I live in an apartment and/or condominium. How will I receive my order?

  • Ensure that you have keyed in all important information and details of your shipping address (i.e. unit number, floor number, block number, etc.).
  • For security and safety reasons, delivery officers are not allowed into the vicinity and may have to leave your package at the guard house. Be sure to pick up your items on time. If permissible, it is also possible for the delivery officers to hand the package to you at your doorstep (when you’ve provided all the necessary details of the address). However, this may also change depending on the logistics company in charge of the delivery.

Return Policy

All goods sold are non-exchangeable and non-returnable unless it is defective, or a wrong item is received. 

Return Window: If you have received a defective or incorrect item, we kindly request that you initiate the return process within 72 hours of receiving the product.

Responsibility: Gold Art will not be held responsible for defects or incorrect items if the return is not initiated within the specified 72-hour window.

Final Sale Policy: Please be aware that all sales are considered final. As a result, monetary refunds will not be issued.

Exchange Offer: In lieu of monetary refunds, Gold Art is pleased to offer an exchange of the defective item for another item of the same design. This ensures that you receive a product that meets your expectations. However, please note that we cannot guarantee the availability of stock for the exact item you purchased. In the event that the original item is out of stock, we will provide you with the option to choose an alternative product of the same value. This ensures that you receive a product with a similar price point, though the design may differ. Our goal is to accommodate your preferences to the best of our ability and to ensure your satisfaction with your exchange.

As Giftmate’s top priority is our customer satisfaction, you may return any defective or wrong item received through the following steps:

  • Email doris@giftmate.com.my or contact / Whatsapp us at 012- 694 6168 with proof of purchase as well as photos of the item(s)
  • Ensure that all items must be returned in the original packaging along with all accessories, in new condition.


We work hard to process your order and get your purchases out for delivery quickly and efficiently. An order cancellation may be possible within 30 minutes (approximately) of receipt of your order confirmation.

To cancel an order, please log in to your customer account, then search the relevant order amid your order history and click the “cancel order” button. If the cancellation is still possible you will be asked to confirm the action. If the cancellation button is greyed out or inactive, your order can’t be changed or cancelled at this stage.

In case you ordered as a guest and you are within 30 minutes of receipt of your order confirmation, please contact us immediately via phone or chat (during opening hours) and our customer service team will do every effort to process your request.

If cancellation is no longer possible, defective/wrong items can be returned per our returns policy. Alternatively, the parcel can also be refused upon arrival and our delivery partner will return the parcel to our warehouse, with no extra charges for you. As soon as it reaches our warehouse, you will receive a return confirmation email and a full refund on the same payment method used to place the order.

However, Giftmate Sdn. Bhd. reserves the right to refuse full refund or charge a restocking fee for any order that doesn’t comply with the above mentioned requirements.

Shipping Policy

Standard Delivery - GDEX

  • Orders placed with payment received from Monday to Friday by 10:00 AM MYT will be processed and shipped the same business day.
  • Standard delivery time: 2-7 business days after processing and shipping

Shipping Location

Free standard shipping all across Malaysia
  • Klang Valley: 3-5 business days after processing and shipping
  • Peninsular: 3-5 business days after processing and shipping
  • Sabah: 5-7 business days after processing and shipping
  • Sarawak: 4-6 business days after processing and shipping
International Shipping Fee is based on the parcel weight, please refer the shipping fee below which under (What is the international shipping fee?)
  • Singapore: 3-5 business days after processing and shipping
  • Taiwan: 5-7 business days after processing and shipping

Shipping and Processing

  • Orders placed on weekends and national holidays will be processed and shipped two business days later.
  • Giftmate is unable to deliver to PO boxes or Army Post Office addresses. Items remain the property of Giftmate until receipt of final payment.
  • When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Giftmate can assume no liability in such cases.
  • We do not ship orders on national holidays therefore deliveries may take longer than expected during these periods.

Can I change my delivery address?

It is not possible to change the delivery address or delivery date once the parcel is in transit. If your item is not shipped out yet, do contact our Customer Service immediately at doris@giftmate.com.my to check your order status and details or if it’s still possible to make any changes.

What is the status of my online order?

Please enter your order details which are provided in the confirmation email and the invoice.

Where is my parcel?

Please check the shipping confirmation email to track your parcel. If the tracking shows that your parcel has been delivered, please check if someone else at your address has accepted it, alternatively your parcel may have been left with a neighbour. Otherwise, please look for a notification of attempted delivery, you may find it in your letter box. In case you cannot locate your parcel, contact Customer Service at doris@giftmate.com.my with your order number and tracking number to hand.

What is the international shipping fee?

Delivery to Singapore and Taiwan is available now.

Every international shipment made is often bound by import duties and taxes according to the law enforced in the different country. Estimated Duty Tax for Singapore: 8%, Taiwan: 5%. Please note that when placing an order online, you are responsible for all duties, taxes, and customs charges. If your order is subsequently refused, you will still be responsible for the charges incurred during shipping.

Please pay close attention to customs notifications. Customs may contact you via SMS or email.

What do I do when I receive my item(s)?

Customers are required to inspect the product immediately upon receipt to ensure all items are in good condition.


Payment Methods

When placing an order online, only one payment option may be used per transactional order. You may choose to use the following payment option during checkout:

  • Credit (Visa & Mastercard)
  • Union Pay
  • Online Bank Transfer
  • eWallets
    • Touch & Go
    • GrabPay

Do note that all cards are charged immediately upon placement of a successful order.

For your security, your billing name and address must match that of the credit card used for payment.

We reserve the right to cancel any order that does not match these criteria.

Help! My payment didn't go through!

There might be an issue with your payment method or the card you are using during the online transaction. Please check with your respective bank or financial institution about why your card was rejected to rule out any possible errors on their end.