Shipping policy
Last updated: 29 September 2026
1. Shipping Information
Douvs currently offers delivery only and uses J&T Express as our delivery courier.
All orders are carefully packed before being handed over to the courier. Once your order has been shipped, tracking information will be provided where available.
We currently deliver to locations covered by J&T Express within Malaysia.
2. Courier Fees
Courier fees are automatically calculated by the J&T Express system based on the parcel weight and delivery distance. The applicable courier fee will be shown at checkout before payment is completed.
3. Dispatch & Delivery Time
Orders are prepared after full payment has been received.
Customers will select their preferred dispatch date when placing an order. Douvs will prepare and hand over the order to J&T Express according to the selected dispatch date.
After the parcel has been handed over to J&T Express, delivery generally takes approximately 2–5 working days, depending on the delivery location and courier operations.
Please note that delivery times may vary during festive seasons, peak periods or periods of high courier volume.
4. Delivery Information
Customers are responsible for providing accurate and complete delivery information, including the recipient's name, contact number and delivery address.
Douvs is not responsible for delays, failed deliveries or additional charges resulting from incorrect or incomplete information provided by the customer.
5. Courier Delays
Once your parcel has been handed over to J&T Express, delivery is subject to the courier's service and operating conditions.
Douvs is not responsible for delays caused by courier operations, weather conditions, public holidays, traffic conditions or other circumstances beyond our reasonable control.
6. Cookie Breakage During Shipping
Our cookies are delicate products. Although every order is carefully packed to minimise movement and damage during transit, minor cracks or breakage may occasionally occur during courier handling.
Minor cracks or breakage do not affect the quality or safety of the cookies and are not eligible for replacement or refund.
7. Significant Damage
Please provide:
- Your order number
- Clear photos of the outer parcel
- Clear photos of the inner packaging
- Clear photos or videos of the damaged products
Each case will be reviewed individually. Please do not dispose of the parcel or damaged products until we have reviewed the case.
8. Failed Delivery & Re-delivery
Customers are responsible for ensuring that someone is available to receive the parcel and that the delivery information provided is accurate.
If a parcel cannot be delivered due to an incorrect address, incorrect contact details, recipient unavailability or other circumstances caused by the customer, any additional delivery or re-delivery charges may be borne by the customer.
9. Contact Us
If you have any questions regarding your delivery or shipping, please contact us via WhatsApp.
For damaged parcels, please refer to Section 7: Significant Damage and contact us within 24 hours of receiving your order.
