Frequently Asked Questions
How do I choose the right size?
Refer to the size guide available on each product page. We recommend measuring your foot length and comparing it with the measurements provided instead of relying only on your usual shoe size.
How much is the shipping fee?
For West Malaysia, the standard shipping fee is RM8.
For Sabah and Sarawak, the standard shipping fee is RM15.
West Malaysia orders of RM100 and above receive free shipping.
Sabah and Sarawak orders of RM100 and above receive a reduced shipping fee of RM8.
Do you offer Cash on Delivery?
No. We currently do not offer Cash on Delivery (COD). All orders must be paid online during checkout.
Do you issue refunds?
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How long will my order take to arrive?
Orders are processed within 1–3 working days.
Estimated delivery time after shipment:
West Malaysia: 2–5 working days
Sabah & Sarawak: 5–10 working days Additional time may be required during launches, campaigns, sale periods or public holidays.
How do I track my order?
Tracking details will be sent to your registered email address once your order has been shipped. Please allow up to 24 hours for the tracking status to update.
Can I change or cancel my order?
Contact us as soon as possible at hello@shuzzlab.com. We will try our best to assist, but changes or cancellations cannot be guaranteed once the order has been processed, packed or shipped.
Can I exchange my sandals for another size?
Yes, provided your request is submitted within 7 days of delivery and the item remains unworn, clean and in its original packaging. All exchanges are subject to stock availability. Return and redelivery shipping fees will be covered by the customer.
What should I do if I receive the wrong or defective item?
Email hello@shuzzlab.com within 7 days of delivery. Include your order number and clear photos or videos showing the item, packaging and issue.
Our team will review your request and provide the next steps.
Can I return a sale item?
Clearance and final-sale items cannot be returned or exchanged due to a change of mind. However, contact us if the item received is incorrect or defective.
Can I return an item after wearing it?
No. Items that have been worn outdoors or show signs of use cannot be returned or exchanged. Please try your sandals indoors on a clean surface before deciding whether to keep them.
When will I receive my refund?
Refunds will be processed after the returned item has been received, inspected and approved. The time required for the refund to appear in your account depends on your bank or payment provider.
Will the actual product colour look exactly like the website photo?
We make every effort to display product colours accurately. However, slight colour differences may occur due to lighting, photography and individual screen settings.