Auneva Fulfillment Policy

Last updated: 21 May 2026

This Fulfillment Policy explains how Auneva handles appointment confirmation, gown preparation, pickup, optional delivery, return, and customer communication for rental orders.

1. Order and Appointment Review

After a customer submits an order or appointment request, Auneva reviews the selected gown, size, occasion, contact number, requested date, and availability. Customers should ensure that all booking details are accurate. Auneva may contact the customer to clarify sizing, rental dates, pickup or return timing, payment status, or appointment details.

2. Confirmation Timeline

Auneva aims to confirm availability and next steps within [insert number] business days after receiving a complete request. A Shopify order confirmation does not always mean the gown and date are finally confirmed if manual availability review is required.

3. Pickup Fulfillment

● Pickup is by appointment at B-10-03 & B-11-03, Pusat Perdagangan Bandar Bukit Jalil, Persiaran Jalil 7, 57000 Kuala Lumpur.

● Customers must bring order confirmation and any required identification or deposit documentation.

● Pickup timing, fitting timing, and return timing will be confirmed before the rental begins.

● Auneva may refuse handover if payment, deposit, identity verification, or required agreement acceptance is incomplete.

4. Delivery Fulfillment

If Auneva offers delivery for a particular order, delivery fees, coverage areas, timing, and handover requirements will be confirmed before fulfillment. Delivery availability is not guaranteed for every gown, date, or location. Risk of delays may increase during peak periods, public holidays, severe weather, courier disruption, or incomplete address information.

5. Customer Responsibilities Before Fulfillment

● Provide accurate contact details, event date, pickup or delivery details, and sizing information.

● Respond promptly to confirmation messages, especially where availability or fitting arrangements must be finalized.

● Inspect the gown at handover and notify Auneva immediately of any visible issue.

● Follow care, use, and return instructions provided by Auneva.

6. Returns

Rental items must be returned by the confirmed return date and time. Late returns may affect other customers and may incur late fees. Items must be returned with all included accessories, packaging, garment bags, hangers, or other materials provided at handover.

7. Failed Fulfillment

If fulfillment cannot be completed because the customer provided inaccurate details, missed the appointment, failed to respond, did not complete payment or deposit, or was unavailable for handover, Auneva may treat the order as cancelled under the Refund Policy and Client Agreement.

8. Support

For fulfillment questions, contact [email protected] or 0166396816 with the order number and booking date. Customer service hours are Monday-Sunday: 10am-6pm.