FAQ

Our ability to deliver your order depends entirely on the accuracy of the information you provide. Whether you are ordering for yourself or for others, please ensure that the shipping address submitted is complete and correct.

Neo Official (M) Sdn Bhd will not be held responsible for delivery failures caused by:

  • Incorrect or incomplete addresses

  • Addresses that are inaccessible or unsupported by the courier

  • Undeliverable destinations (including P.O. Box addresses)

Once an order has been shipped, responsibility for the parcel transfers to the courier. Any claims for loss or damage must be filed directly with the shipping provider.

Undeliverable or Returned Shipments

If a shipment is returned as unclaimed or undeliverable for any reason, the customer remains liable for all associated shipping and handling fees.

As deliveries typically require a signature upon receipt, we strongly recommend shipping to a home or work address. Please ensure your rental or building management permits signed-for or registered deliveries.

Domestic Shipping (Malaysia)

  • All domestic orders are shipped via FMX Courier Service

  • In-stock items are typically dispatched within a few working days after order confirmation

  • Estimated delivery time: 1–3 working days

  • Delivery times exclude Saturdays, Sundays, and Public Holidays

  • Shipping fees will be calculated and displayed at checkout before payment

International Shipping

  • International orders are shipped via DHL

  • Delivery may be delayed due to customs clearance procedures, which are beyond our control

  • By placing an order, you acknowledge and accept the risk of potential customs-related delays

  • Neo Official (M) Sdn Bhd reserves the right to:

    • Request additional fees for oversized or large-volume shipments, or

    • Cancel and refund orders where shipping is deemed impractical

  • We do not ship to P.O. Box addresses

Estimated delivery time for international standard shipping is 5–10 business days, excluding Saturdays, Sundays, and Public Holidays.
Shipping costs will be calculated and shown at checkout.

Express Shipping

Express shipping is available only to selected countries, where shown at checkout.
We reserve the right to refuse express shipping for certain orders at our discretion.

Customs & GST

All orders are shipped from Malaysia, in accordance with ASEAN regulations.

For customers within Malaysia, all prices displayed on the website are final.
No additional GST, customs duties, or fees will be charged after checkout or upon delivery.


For customers in countries outside the Malaysia's customs, the respective country's customs and tax charges apply. Contact your country's customs authorities for precise information. You can also try to contact your local TNT Express office to see if they can help you. Neo Official（M）Sdn Bhd  is required to declare full value of the goods and cannot declare that the consignment would be a "gift" or lower the value. In cases where DHL handles the tax and custom fees in order to offer a speedy delivery, DHL may add an extra fee for the extra handling. Contact your local DHL office for more information.


Return & Exchange

The following items are non-returnable and non-exchangeable:

  • Sale items

  • Accessories

All sales for these categories are final and cannot be returned, exchanged, or refunded.

All returned items must be unworn, unwashed, unaltered, and returned with original tags intact. Items that do not meet these conditions will not be accepted.

Once your return is approved, you will receive store credit equivalent to the purchase price of the returned item(s).
We do not offer cash refunds. Shipping and handling fees, if any, are non-refundable.

Orders placed using promo codes are eligible for return unless stated otherwise in the specific promotion’s terms and conditions.

All return requests must be received within 14 days from the date of delivery or collection.*