Shipping and Delivery Policy

Last Updated: 2026/03/03

Company registration information

• Company Name: 广州娄赛商贸有限公司
• Legal Representative: 李升
• Phone: +86 15070198144
• Email: service@mail.zartolva.com
• Date of Establishment: 2025-10-13
• Unified Social Credit Code: 91440103MAG0BWGU0U

Welcome to Zartolva, your preferred online department store. We are committed to delivering your orders in a timely and efficient manner. Please read our shipping and delivery policy carefully to understand how we process and deliver your purchases.

Order Processing Time
Orders are processed once payment confirmation is received. We strive to get your items ready as quickly as possible.

• Order Handling Time: All orders are processed within 1-3 working days after payment confirmation.

• Definition of Working Days: Our working days are Monday to Friday, 9:00 AM to 6:00 PM, excluding public holidays. Please note that "working days" refers to all days except Saturdays, Sundays, and public holidays. Orders placed after 6:00 PM on Friday or over the weekend will begin processing on the next working day (Monday, unless Monday is a public holiday).

Shipping Time and Delivery
We currently ship exclusively to addresses within Malaysia.

• Estimated Delivery Time: After your order has been processed and handed over to the courier, you can expect to receive your items within approximately 7 working days. Delivery is attempted during standard business hours (Monday to Friday, 9:00 AM - 6:00 PM, excluding public holidays).

• Shipping Fee: Shipping costs are calculated based on the total weight of your items and your delivery location. The exact shipping fee will be clearly displayed at checkout before you finalize your payment.

Cash on Delivery (COD)
To provide you with a convenient shopping experience, we offer a Cash on Delivery (COD) payment option for eligible orders within Malaysia. You can pay for your order in cash (exact amount preferred) or via card (where the courier's terminal permits) directly to the delivery agent upon receiving your package. Please note that a small COD processing fee may apply and will be indicated at checkout.

Ship-From Address
All orders are packed and dispatched from our warehouse. The origin address for all shipments is:
Zartolva Fulfillment Center
广州市荔湾区合和约西一街103号503房

Customs, Duties, and Taxes
Since we ship from our country of origin to an address within Malaysia, your order may be subject to import duties or taxes. Furthermore, for certain regulated or high-value goods, local taxes or processing fees may apply. The recipient is solely responsible for any such charges that may arise.

Returns and Exchanges
We want you to be completely satisfied with your purchase. If you need to return an item, you have 14 days from the date of receiving your order to initiate a return. Returned items must be in their original condition, unworn, unwashed, and with all tags attached. Please refer to our full Returns Policy on our website for detailed instructions on how to start a return.

Delays and Special Circumstances
While we work hard to meet our delivery estimates, please be aware that unforeseen circumstances may cause delays. These can include, but are not limited to:

• Adverse weather conditions (e.g., floods, monsoons).

• High order volumes during festive seasons.

• Unforeseen logistical issues with our courier partners.

• Incorrect or incomplete shipping addresses provided by the customer.

If your order is significantly delayed, we will do our best to notify you via the contact information you provided. For any questions regarding your shipment, please contact our customer service team.

Contact Information
For any inquiries regarding shipping, delivery, or your order status, please feel free to reach out to us:

• Email: service@mail.zartolva.com
• Phone: +86 15070198144 (Please note: Our support line may have different operating hours; email is the preferred method for shipping inquiries)