SHIPPING & RETURNS

SHIPPING POLICY

1. Shipping Policy

Domestic Shipping (Malaysia):

Free shipping is provided for all orders within Malaysia.
Upon confirmed payment, ready-stock items will be processed and shipped within 1–3 working days (subject to stock availability).
Standard delivery time is 3–7 days, handled by our courier partners Flash Express / Poslaju.

International Shipping:

International orders are handled by Parcelhub / DHL Express and other courier services.
Delivery time may vary depending on destination and customs clearance procedures.
A tracking number will be provided once the order is dispatched.

Important Notes:

Delivery times are estimates and may be delayed due to payment verification, stock availability, customs clearance, or weather conditions.
We do not ship to P.O. boxes.
Our shipping days are Tuesday, Thursday, and Friday.

Taxes & Duties:

Import taxes and duties for international orders are the responsibility of the recipient. Prices displayed on our website do not include these charges.
By law, we are required to declare the full product price on the package and cannot undervalue the shipment to reduce duties.
AREA 37 (DRANEOX SDN. BHD.) is not responsible for any additional costs, delays, or actions arising from customs procedures.

2. Return & Exchange Policy

We want you to be satisfied with your purchase. If an issue arises, you may request a return or exchange within 7 days of receiving your order.

Eligible for Return/Exchange:

Incorrect size
Wrong item received
Item with significant defects (photo evidence required)

Not Eligible for Return/Exchange:

Sale items / items purchased with discount codes / clearance items
Intimate wear (e.g., underwear)
Accessories
Items marked as “non-returnable”

Conditions for Return/Exchange:

Items must be unused, unworn, unwashed, and unaltered, with original tags and packaging intact.
Each order number is eligible for one return/exchange request only.
Customers must contact AREA 37 customer service for approval before sending items back.

Shipping Fees:

If the return is due to personal reasons (e.g., wrong size / change of mind): return shipping is borne by the buyer.
If the return is due to product issues (e.g., defect / wrong item): both return and re-shipping fees are covered by AREA 37.

Refunds:

AREA 37 does not provide store credit.
Refunds will only be issued if:
1. The product has severe defects and cannot be resolved via exchange, and
2. No replacement stock is available.
Refunds will be processed via the original payment method.

3. Defective Items

Valid Defects (Eligible for Exchange/Refund):

Major tears, holes, or irreparable damage.
Large, unremovable stains.
Broken or non-functional zippers and hardware.
Items that significantly differ from the ordered size or description
Wrong size or incorrect item delivered

Not Considered Defects:

Minor loose threads or sewing traces.
Slight colour variations due to lighting or screen resolution.
Measurement differences within 3cm.
Batch dyeing or fabric variations.
Items washed, altered, or damaged after receipt.

4. Return / Exchange Process

Step 1: Contact Customer Service

Facebook Messenger: AREA 37
Instagram DM: @area37_official
Email: area37official@gmail.com

Step 2: Submit a Request
Please provide the following details. (attach photos if applicable):

Order number
Product code
Reason for return/exchange

Step 3: Prepare the Parcel
Include a note inside with:

Your IG/FB username or email address
Your order number

Example:
IG: @alex / Order #1234
Email: alex@email.com / Order #1234

Step 4: Confirmation & Return Shipping

Do not ship items back without confirmation from our customer service team.
Customers must provide the return tracking number once shipped.

Return Address:

2A-1, Jalan OP 1/3,

Pusat Perdagangan One Puchong,

47160 Puchong, Selangor, Malaysia.

5. Pre-Order & Made-to-Measure Policy

Pre-Order Process

Orders must be placed via the official website or authorized sales channels.
Full payment is required to secure your pre-order.
Estimated delivery time will be provided at purchase, but may vary due to production or logistics.

Order Confirmation

Customers will receive an email confirmation once a pre-order is placed.
Our customer service team will contact you to confirm sizing details and discuss product specifications.
Any changes must be requested within 24 hours.

Payment

Accepted methods: Credit Card / Debit Card / Bank Transfer / Atome.
If deposit applies, the remaining balance must be cleared before shipping.

Cancellation Policy

Within 2 days of purchase → Full refund.
After 2 days → 10% cancellation fee.
Once production has begun → No cancellations and no refunds allowed.

Changes to Products

Minor adjustments to design/materials may occur if necessary.

Returns & Exchanges

All Pre-order and Made-to-Measure items are strictly non-refundable and non-exchangeable once production has started.
No returns/exchanges are accepted except in cases of major defects that cannot be resolved.
Customers must report any defect within 7 days of receiving the item. Requests made after 7 days will not be accepted.
If a defect is verified and no replacement stock is available, a refund will be issued.

Warranty for RM1500+ Items

Clothing items priced above RM1500 include a 1-year warranty from the delivery date.
Warranty covers: stitching, zippers, buckles, fabric defects.
Excludes: misuse, improper care, or normal wear & tear.

Made-to-Measure Orders

All custom-made orders follow the same Pre-order Terms & Conditions.

4. Warranty Policy (RM1500+ Items)

AREA 37 provides a 1-year warranty for individual clothing items priced above RM1500.

Covers:

Stitching issues
Zippers or buckle malfunctions
Fabric defects

Not Covered:

Damage caused by misuse, accidents, or improper care
Normal wear & tear (fading, pilling, shrinking, etc.)

Claim Process:

Contact us via email (area37official@gmail.com) with order details and photos of the defect.
If approved, AREA 37 will arrange repair or replacement.