Just browse our handcrafted collections, add your favorite items to the cart, and follow the secure checkout process.

You’ll receive an order confirmation email once your purchase is complete.

Yes — some of our items are available for pre-order. These pieces are made-to-order by our artisans to reduce waste and ensure quality. Estimated production and delivery timelines are clearly stated on each product page.

Pre-orders require full payment upfront and are crafted just for you — thank you for your patience and support of quality, ethical craftsmanship.

If your order hasn’t been processed or packed, contact us as soon as possible. We’ll do our best to assist.

However, please note that pre-orders and custom-made items may not be cancellable once in progress.

After completing payment, you’ll receive an automated confirmation email with your invoice. Didn’t see it? Check your spam or junk folder — and feel free to contact us if you need help.

Yes! Since our products are handcrafted by different artisans, your items may ship separately — you might receive more than one parcel, depending on where each piece is made and fulfilled.

Our daily cutoff time is 10:00 AM (Malaysian time). Orders confirmed before this time will be reviewed the same day. Typically, orders are processed within 1–2 business days after payment confirmation.

You’ll receive an email notification once your item is packed and ready for shipping. Thank you for your patience.

Yes! You can leave your email on the product page to be notified once it’s back in stock. You’re also welcome to chat with us directly — we’re happy to check restock details for you.

We accept the following secure payment methods - Visa & Mastercard (Credit / Debit), Google Play and Apple Pay. All payments are processed through 3 trusted gateways - HitPay, Stripe, and PayPal. All transactions are encrypted and securely handled by trusted payment gateways.

Our store runs in USD by default, but don’t worry — you can easily switch to your local currency using the currency selector at the bottom-left corner of the screen.

While checkout will show the total in USD, your bank or payment provider will handle the conversion automatically. It’s all smooth and secure — just shop like usual!

Once your payment goes through, you’ll receive an automatic confirmation email from BorneoCraft with your invoice. This means your order has been successfully placed.

If you don’t see it in your inbox, be sure to check your spam or junk folder.

If your payment doesn’t go through, here are a few things you can try:

• Use a different card or payment method
•  Double-check your billing information
• Contact your bank for more details

Yes! During checkout, you’ll have the option to leave a tip.

100% of your tip goes directly toward supporting the platform, people, nature, and innovation behind BorneoCraft—helping us sustain and grow our impact.

Every tip makes a real difference. Thank you for your support!

Yes, absolutely.
You can visit Hopes Malaysia to explore our NGO's active campaigns and causes. If you resonate with our mission, your support is deeply appreciated.

Your safety is our priority. BorneoCraft will never ask for your payment details outside of our official website. All purchases must be completed only through our secure checkout page using our trusted payment gateways.

If you ever receive suspicious messages, emails, or payment requests, please contact us immediately via chat or email. Kindly include a screenshot of the issue — we’ll get back to you as soon as possible to assist and ensure your shopping experience remains safe and worry-free.

100% of all payments and sales are channeled directly into the Hopes Malaysia Welfare Association (NGO) account.

Your support / purchase is reinvested into empowering artisans, sustaining the BorneoCraft initiative, and funding long-term community projects that uplift rural villagers.

Yes, we offer worldwide shipping with tracking. No matter where you are, your handcrafted pieces will be delivered safely to your door.

Orders are typically processed within 1–2 business days after payment confirmation. Delivery times vary by countries, and you’ll receive a tracking number once your parcel is on its way.

For pre-order items, please refer to the estimated crafting and shipping timeframe on the product page, as these are made-to-order by our artisans.

Not always. Since our items are handcrafted by different artisans across various regions, your order may ship in multiple parcels from different locations.

Ready-stock items and pre-order items might also be shipped separately. Don’t worry — we’ll send tracking details for each package.

We may ship them separately to avoid unnecessary delays. If you prefer to receive available items first, consider placing separate orders for pre-order and ready-stock items. Each parcel will come with its own tracking information.

Yes! We’re committed to sustainability. Each item is carefully packed by our artisans using biodegradable, recycled, or plastic-free materials — reflecting our dedication to conscious craftsmanship, ethical trade, and respect for the planet.

We offer flat-rate shipping to keep things simple — no complicated weight or size calculations. Just one clear rate based on your region, shown upfront at checkout.

Yes, we offer free worldwide shipping for orders over USD 99. The discount will apply automatically at checkout — no code needed.

We’re committed to responsible shipping. That’s why we subscribe to DHL GoGreen, a climate-neutral delivery program that helps reduce carbon emissions through sustainable logistics solutions.