Shera Lee® Question & Answers
1. Product Information
Where are your products made?
All of our shawls are made exclusively by our very own in-house tailors.
Will sold-out items be restocked?
Some of our popular designs are restocked, while limited-edition collections may not return.
What is MTO?
MTO stands for Made-to-Order. This means the item will only be produced after the order is placed, ensuring a freshly made product tailored to your purchase. The delivery date for MTO items will be as stated on their cover photos.
2. Ordering & Payment
What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard), online banking (FPX), e-wallets (GrabPay, Touch ‘n Go, Boost), Apple Pay and Buy Now, Pay Later options like Atome and GrabPayLater.
Do you offer Cash on Delivery (COD)?
No, we do not offer Cash on Delivery (COD) at this time.
What if I am charged twice?
If you notice a double charge on your transaction, please email us at sheralee.my@gmail.com or Whatsapp us (refer to CS number under Contact and Support) with the following details:
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Order ID (from your confirmation email)
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Transaction ID (from your payment receipt)
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Date of transaction
Once we have accepted your refund item request, the refund will be immediately processed and will take up within 7-14 working days to reflect in your account.
Do you offer Buy Now, Pay Later options?
Yes! You can split your payments into three interest-free installments using Atome or GrabPayLater. Simply select your preferred BNPL method at checkout.
Can I modify or cancel my order after placing it?
Once an order is placed, modifications or cancellations are not possible as all sales are final. Please review your cart before checking out.
How do I apply a discount code?
Enter your promo code in the discount code box at checkout, and the discount will be applied before payment. There are two types of discount codes:
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Auto-applied codes – These are applied automatically when you meet the promotion's conditions (e.g., buy two specific items to get a discount).
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Manual entry codes – These require you to enter the code manually at checkout to receive the discount.
Please note:
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Discount codes cannot be combined (only one per order).
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Some items may be excluded from promotions.
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Check the expiration date and terms to ensure the code is still valid.
3. Tax & Duties
Do your prices include tax?
All prices displayed on our website are in Malaysian Ringgit (MYR) and inclusive of SST (Sales & Service Tax) where applicable for Malaysian customers.
Will I have to pay additional tax or customs duties?
For international orders, customs duties, taxes, and import fees may be charged depending on your country’s regulations. These charges are determined by your local customs office and are not included in our prices.
Who is responsible for paying customs duties and taxes?
The recipient is responsible for any applicable customs fees. We recommend checking with your country’s customs office before placing an order to understand the potential charges.
What happens if I refuse to pay customs duties?
If you decline to pay the required customs fees, your package may be returned to us or disposed of by customs. If returned, we can refund your order excluding shipping fees only after we have received your returned package.
4. Shipping & Delivery
How much is the shipping fee?
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Malaysia: Free shipping for orders RM199 & above. Below RM199, shipping fees will be calculated at checkout.
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International: Shipping fees vary by destination and will be displayed at checkout.
We ship worldwide, every working day!
How long does delivery take?
Ready Stocks Delivery:
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Local: 1-2 Working Days. Every Monday till Friday
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International: 2-3 Working Days. Every Monday till Friday
Made To Order Stocks Delivery:
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Local & International: Within Respective Delivery Period
Please Note Our Tag n’ Go series are Made to Order by our in-house factory located in Cyberjaya, Malaysia. Due to High Volume Orders, this collection will be shipped according to the Delivery Period.
Do you offer self pick-up?
No, we currently do not offer self pick-up. All orders will be processed and shipped directly to your address.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number. You can track your parcel via our delivery partner’s website.
5. Returns & Exchanges
What is your return policy?
We accept returns for regular priced items within 3 days of receiving your order, provided the item is unworn, unwashed, and in its original packaging with tags intact. (We will check with our logistics when was the parcel accepted and your 3 days window begins upon that)
Items purchased as Defect/As-Is items are non-returnable.
What if my sale item has a defect?
Sale items are only eligible for exchange for the same product if they are found to be defective. If you receive a defective sale item, please contact us with your order details and photos of the defect so we can assist you.
How do I request a return or exchange?
Email or WhatsApp our customer support with your order details and reason for return. Once approved, you’ll receive return instructions. (refer to CS details under Contact and Support)
What is the return address?
Customers can return their parcel to the following address:
📍 Return Address
Unit 62-1, 1st Floor, Block H
Biz Avenue Neo Cyber 2
Lingkaran Cyber Point Barat
63000 Cyberjaya
Selangor Darul Ehsan, Malaysia
What if I receive a damaged or incorrect item?
If you receive a defective or incorrect item, please contact us within 24 hours of receiving your order with clear photos of the issue. We’ll arrange for a replacement once the returned item is received and inspection is done.
Who covers the return and re-shipment costs for damaged or incorrect items?
If you receive a damaged or incorrect item, we will cover the return shipping cost and arrange for a replacement to be sent at no additional charge.
What happens if delivery fails?
If a delivery attempt fails, we can resend the parcel to you, but the additional shipping cost will need to be covered by the customer. Please ensure that the shipping address provided is accurate to avoid failed deliveries.
Can I request a refund if I don’t like the item?
No, all sales are final. We do not offer refunds for change of mind.
What if I want to exchange to a different item?
Yes, but this is only allowed for Full Priced items. Exchange is only accepted within 3 days of receiving the items. (We will check with our logistics when was the parcel accepted and your 3 days window begins upon that)
To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs for the exchanged items are on us. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
6. Expedite Order Policy
Request to Expedite Order
Expedited order requests will be processed as follows:
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Request Made on |
Processing Day |
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Friday – Sunday |
Monday |
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Monday – Tuesday |
Wednesday |
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Wednesday – Thursday |
Friday |
Same-Day Expedited Processing (Working Days Only)
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Only available for requests made before 10AM.
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An additional fee of RM25 applies (excluding any extra delivery charges, if applicable).
7. Account & Membership
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save addresses, and receive exclusive discounts.
What are the benefits of signing up?
As a member, you’ll get:
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Early access to sales
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Exclusive member-only discounts
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Faster checkout with saved details