Shipping & Collection Policy

Delivery Policy

1. Delivery Availability

Orders are dispatched on working days only. No deliveries will be made on weekends or public holidays unless otherwise notified.

2. Processing Time

Standard Orders: Processed and dispatched within 3–14 working days.
Special Orders (e.g., custom products): May take 7–30 working days, depending on production.
Campaign/Pre-orders: Processing time will be stated during promotions.

During peak periods (e.g. sales or festive campaigns), processing may be delayed slightly.

3. Courier & Delivery Partners

All orders are delivered via trusted courier services appointed by AurumLX. The selection of courier providers may vary depending on delivery location and availability.

4. Order Confirmation & Tracking

Once your order has been processed, you will receive an order confirmation email containing:

Summary of your order
Courier tracking link to monitor delivery status

5. Delivery Address Accuracy

It is your responsibility to ensure that the delivery address provided is correct and complete at the time of ordering. Once the parcel has been dispatched from our facility, AurumLX will not be held responsible for any loss, delays, or costs resulting from address errors provided by the customer. In such cases, all risk and responsibility shall be borne by the customer, including any costs related to re-delivery or recovery of the item. AurumLX shall not be held liable for any loss, delay, or re-delivery charges arising from incorrect or incomplete delivery information.

6. Delivery Risk & Delays

While we strive to ensure timely delivery, AurumLX is not responsible for courier delays or unforeseen disruptions including but not limited to:

Extreme weather
Road closures
Public holidays
High-volume seasons
Courier-side operational issues

7. Receipt & Inspection of Goods

Customers are advised to inspect their parcel and its contents within 2 days of receipt. To protect both parties and ensure any issue can be clearly identified, we highly encourage customers to record a complete unboxing video at the time of opening the parcel.

If the product is found to be damaged, defective, or tampered with, please contact our team within 2 working days along with:

Proof of purchase
Clear photos/videos of the item and packaging (including the unboxing video if available)

8. Return Eligibility & Condition

Any return or exchange request must comply with the following:

Product is in original packaging and condition
Includes proof of purchase
Returned within the allowed timeframe
Product seal or security features, such as the AurumLX VOID sticker, must be fully intact and not tampered with

If the VOID sticker is damaged or removed, AurumLX reserves the right to reject any exchange or return request, regardless of other conditions being fulfilled.

AurumLX also reserves the right to decline refunds or impose restocking charges if the above conditions are not met.

Collection Policy

1. Walk-In Purchase Collection

This section applies to customers who visit our physical outlet and make a first-time purchase directly without using the AurumLX online platform, which is permitted based on available in-store stock at the time of purchase.

However, for all subsequent purchases, customers must place their orders through the AurumLX e-commerce website in advance. Only after an order has been successfully placed online may customers proceed with in-store collection, following the processing and delivery schedule provided by our system.

Collection Timing Customers must collect their item immediately upon full payment at the counter.
Verification Requirements Customers are required to present:

Original Identification (IC/MyKad/Passport)
Proof of payment (receipt issued by staff)
Tax Identification Number (TIN) for e-invoicing purposes

Item Check Customers must verify the item received (quantity & condition) before leaving the premises. No claims will be entertained once the customer has exited unless supported by evidence.

2. In-Store Collection (Online Orders)

This applies to customers who have made purchases via the AurumLX e-commerce platform and selected self-collection as their delivery method.

Collection Period Items must be collected within 7 working days from the notification date. A storage fee may be imposed after the stated period. However, customers may request an extension by providing a valid reason, subject to approval by AurumLX. If the customer does not wish to pay the applicable storage fee, AurumLX reserves the right to convert the item into a Physical Gold Storage balance under the customer's gold account.
Verification Requirements Customers must present:

Original Identification (IC/MyKad/Passport)
Digital receipt or order confirmation email
Collection code (if applicable)

Third-Party Collection If a representative is collecting on behalf of the customer, the following must be provided:

Completed authorization form (download here: [Insert Link])
Copy of the customer’s and representative’s IC
Digital receipt (e.g., PDF invoice) or order confirmation email from the AurumLX platform

Collection Hours Collection can be made during our business hours:
Monday – Friday | 10:00 AM – 5:00 PM Saturday | 10:00 AM – 2:00 PM (Closed on Sundays and public holidays unless otherwise stated)

To avoid inconvenience, we highly recommend contacting our team in advance to confirm availability before visiting, especially during weekends or near public holidays. You may reach us via WhatsApp at +6011-1234 5678 or call our office at 03-1234 5678.