Shipping & Return Policy

By placing an order through this website (newstarshoes.com.my) you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Return

3.1 Return Due to Change of Mind

Due to hygiene issue, we do not accept any returns due to change of mind. We do not accept returns once order has been dispatched except item you received is faulty, incomplete or other valid reason. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to your dedicated account. We will notify you once this has been completed through email. Newstar Era Sdn. Bhd. will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

We will honour any valid warranty claims, provided a claim is submitted within 14 days of receipt of items. Customers will be required to pre-pay the return shipping; however, we will reimburse you upon successful warranty claim from the respective manufacturer. Upon return receipt of items for warranty claim, you can expect Newstar Era Sdn. Bhd. to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 – 14 days. However, shipping time frame shall subject to change accordance to time frame provided by service providers and market demand.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 30 days (If Any). This varies greatly depending on the courier service providers. Shipping time frame shall subject to change accordance to time frame provided by service providers and market demand.

4.3 Change of Delivery Address

Orders placed before 01 PM will be considered placing order the same day, otherwise, within the next business day.

4.4 P.O. Box Shipping

Newstar Era Sdn. Bhd. are unable to offer couriers services to these locations.

4.5 Military Address Shipping

We are unable to offer this service using courier services.

4.6 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Parcels Damaged in Transit

If you find a parcel is damaged in-transit, if possible, Please take a picture, reject the parcel from the courier and WhatsApp us.

6. Duties & Taxes

6.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

6.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country (if any)

7. Cancellations

Once order has been paid, no cancellations is allowed. If you wish to change your delivery address or other personal details, please email us at general@newstarshoes.com.my within 1 working days after order confirmation. No changes are allowed after 1 working days upon confirmation.

8.0 Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

8.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

8.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

9. Customer service

For all customer service enquiries, please email us at general@newstarshoes.com.my