Effective date: 13 October 2026
These Purchasing Terms explain ordering, payments, delivery and after-sales arrangements for purchases made through sembonia.com. Please read them together with our Terms of Service, Shipping Policy, Return, Exchange & Refund Policy and Privacy Policy.
“Malaysia orders” means orders delivered within Malaysia. “International orders” means orders delivered outside Malaysia.
Do I need an account to make a purchase?
No. You may place an order as a guest.
Creating a SEMBONIA account allows you to view your order history, save your delivery details for future purchases, and enjoy exclusive member discounts and benefits, subject to the applicable offer terms.
How do I place an order?
- Browse our products and select your preferred items.
- Choose the size, colour and quantity where applicable.
- Add the items to your shopping bag.
- Review your selection and proceed to checkout.
- Enter your billing, delivery and contact details.
- Review the order total, payment currency and applicable charges before completing payment.
Adding an item to your shopping bag does not reserve it. All orders are subject to availability and acceptance.
When is my order accepted?
After you submit your order, we will send an acknowledgement confirming that we have received it. This acknowledgement does not constitute acceptance.
We accept your order when we send a dispatch confirmation. If the confirmation covers only part of your order, acceptance applies to those items only.
If we cannot accept or fulfil an item, we will contact you. Any payment collected for a cancelled portion will be refunded, including associated charges that no longer apply.
Which payment methods are accepted?
For Malaysia buyers: Payments are processed through Adaptis (iPay88). Available payment methods are displayed at checkout.
For international buyers: Payments are processed through Airwallex. Available methods depend on your location, payment currency and payment-provider eligibility and are displayed at checkout.
You must be authorised to use your selected payment method. Payments are subject to authorisation and any necessary security checks.
Which currency will I be charged in?
For Malaysia buyers: Payments are charged in Malaysian Ringgit (MYR).
For international buyers: Available payment currencies are shown at checkout. Your order will be charged in the currency shown in the final payment summary. Where MYR is the only available option, payment will be processed in MYR.
We are working towards supporting additional payment currencies. Please check the available options when placing your order.
If your payment account uses a different currency, your bank or payment provider determines the conversion rate and may charge currency-conversion or cross-border transaction fees.
What should I do if my payment fails or appears pending?
Check whether you received an order acknowledgement and whether your payment provider shows a completed charge or pending authorisation.
If the status is unclear or you believe you have been charged more than once, contact Customer Service before attempting another payment. Provide your order number, if available, together with the transaction date and amount.
Never send your full card number, card security code, banking password or one-time password to our Customer Service team.
Can I amend or cancel my order?
Please contact Customer Service as soon as possible if you need to amend your items, delivery details or order.
Changes or cancellations may not be possible once processing has begun or your parcel has been dispatched. Any cancellation rights available under applicable law remain unaffected.
If SEMBONIA cancels an order or cannot supply an item, the payment collected for the cancelled portion will be returned, including associated charges that no longer apply. Refunds for these cancellations are not restricted to gift-card credit.
Where do you deliver?
For Malaysia buyers: We deliver to eligible addresses in West and East Malaysia.
For international buyers: Supported countries are available for selection during checkout. Delivery availability depends on your address and the items ordered.
We are continuing to expand our delivery coverage to serve more buyers.
We do not deliver to P.O. box addresses. Each order can be delivered to one address only. Please place separate orders for different delivery destinations.
How long does delivery take?
For Malaysia buyers: Orders are delivered through DHL eCommerce Malaysia.
- West Malaysia: approximately 1–4 working days after dispatch.
- East Malaysia: approximately 2–5 working days after dispatch.
For international buyers: Orders are delivered through DHL Express, with estimated delivery of 5–7 working days after dispatch.
These estimates do not include order-processing time and are not guaranteed arrival dates. Public holidays, peak periods, customs inspections, remote locations and other disruptions may affect delivery.
Please refer to our Shipping Policy for further details.
How are shipping and import charges handled?
Shipping charges are displayed at checkout before you complete payment.
For international buyers: Applicable import duties, taxes and customs clearance fees are collected at checkout. SEMBONIA arranges payment of these charges so that you do not need to pay them separately on delivery.
If you receive an unexpected request to pay an import charge for your order, contact Customer Service before paying so that we can investigate and resolve the request.
Customs authorities or DHL may still require information or authorisation from you to complete clearance. Please respond promptly to legitimate requests.
How can I track my order?
Once your order is dispatched, we will email your tracking information. You can use it to follow your parcel through the appointed courier’s tracking service.
Orders sent in separate parcels may have separate tracking numbers.
What if my order is delayed, damaged, incomplete or incorrect?
Contact Customer Service promptly with your order number, tracking details and a description of the issue. Photographs of the item and packaging can help us assess damage or discrepancies.
Please retain the item and packaging where reasonably possible while we investigate.
We will explain the next steps and any applicable remedy. Courier investigations do not remove your rights against SEMBONIA as the seller.
What are the return and exchange arrangements for Malaysia buyers?
Eligible requests must be submitted within 14 calendar days after delivery.
- Size exchanges: Eligible items may be exchanged directly for another size, subject to availability.
- Change-of-mind returns: Eligible items may be returned for a refund in the form of a SEMBONIA gift card. The buyer bears the return delivery fee.
- Discounted or promotional items: These are excluded from voluntary returns and exchanges unless confirmed to have a manufacturing defect.
Items returned for a voluntary size exchange or change of mind must be unworn, unwashed, unsoiled and unaltered, with original packaging, price tags and labels attached.
Customers bear delivery costs for voluntary replacements and exchanges, including returning the item and delivering the replacement.
What are the return and exchange arrangements for international buyers?
Under our voluntary policy, requests for eligible size exchanges or manufacturing defects must be submitted within 14 working days after delivery.
Size exchanges are subject to availability. Items must be unworn, unwashed, unsoiled and unaltered, with original packaging, price tags and labels attached.
We do not offer voluntary change-of-mind returns for international orders. Sale, clearance and personalised products are excluded from voluntary exchanges.
Approved manufacturing-defect refunds are generally issued as SEMBONIA gift cards. Where applicable law requires another remedy, we will provide that remedy.
Customers bear postage for voluntary exchanges. Contact Customer Service for replacement delivery charges, applicable customs-related costs and payment arrangements before proceeding.
International online returns must be sent to our designated return centre following our instructions. They are not accepted at retail boutiques.
How do I request a return or exchange?
Email ecustomerservice@sembonia.com with your name, order number, item details and reason for the request. Include relevant photographs where possible.
Please wait for our return confirmation and instructions before sending an item back. Approved voluntary returns must be dispatched within 14 calendar days after authorisation.
Include your order details and return reference in the parcel, and email us the tracking number after dispatch.
The initial request deadline is the deadline to contact us, rather than the deadline for the parcel to arrive at our return centre.
Please refer to our Return, Exchange & Refund Policy for the full procedure and return address.
How long does return processing take?
We will inspect returned items and notify you of the outcome within 7 working days after receiving them.
Approved refunds or gift-card credits may take up to 14 working days after the return has been verified, subject to any shorter period required by law. Payment providers may take additional time to display monetary refunds.
For return requests and processing, working days mean Monday to Friday, excluding Malaysian public holidays.
How are refunds issued?
Approved voluntary refunds are issued as SEMBONIA gift cards redeemable at sembonia.com. The credit is based on the amount paid for the returned merchandise, taking account of discounts applied.
If an approved replacement size or item is unavailable, we will offer a gift card equal to the amount paid for the affected merchandise.
A gift-card credit is store credit, not a refund to your original payment method. It does not replace a monetary refund or other remedy required by applicable law.
Where a monetary refund is due, we normally refund the original payment method in the original transaction currency. If this is not possible, we will agree an appropriate alternative.
Are shipping and import charges refundable?
Collection of shipping, duties, taxes and clearance charges at checkout is separate from their treatment on a return.
The refund calculation depends on the reason for the return, charges incurred or no longer payable, and applicable legal requirements. Customer Service will explain the treatment of these charges and any proposed deductions.
Please contact us before returning your item and refer to our Return, Exchange & Refund Policy.
Are Malaysia purchases covered by a warranty?
For Malaysia buyers, SEMBONIA-branded products purchased at full retail price or with a 10% or 20% discount carry a limited commercial warranty of three months from the date of purchase, subject to the applicable warranty terms.
Contact Customer Service with your order number or proof of purchase, a description of the issue and supporting photographs where possible. Our team will assess eligibility and explain the available service arrangements, estimated timeframe and any applicable postage charges.
The commercial warranty is additional to applicable statutory rights. Its expiry does not automatically end those rights.
Are international purchases covered by a warranty?
SEMBONIA does not offer a voluntary commercial warranty or ongoing repair programme for international orders.
This does not affect your rights and remedies concerning defective, damaged, incorrect or misdescribed goods under applicable law.
Do return conditions affect my statutory rights?
No. Voluntary return deadlines, gift-card arrangements, sale exclusions and original-condition requirements do not override rights or remedies that cannot lawfully be excluded.
Costs relating to confirmed defects, incorrect items or other SEMBONIA errors will be handled in accordance with applicable legal requirements.
How is my personal information handled?
Our Privacy Policy explains how personal information is used for accounts, payments, orders, delivery, customs clearance, customer support and other stated purposes.
Creating an account does not require you to accept optional marketing communications.
How can I contact SEMBONIA?
SB Boutique Sdn. Bhd.
No. 62, Jalan Kilang Midah, Taman Midah,
56000 Cheras, Kuala Lumpur, Malaysia.
Email: ecustomerservice@sembonia.com
Telephone/WhatsApp: +6018 2828 397
Customer Service hours: Monday–Friday, 9:00am–6:00pm, Malaysia time (UTC+8).
Please include your order number, where available, so that we can assist you more efficiently.
