Shipping & Returns


Malaysia & Singapore

For all orders over RM75, standard shipping is free.


Shipping charges and available service will vary based on package weight and country of destination.

All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. Packages cannot be marked as a “Gift” in order to avoid customs and duties fees.

Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion. For more information on customs and duties charges, please contact your local customs office.

Orders can take up to 10 business days to process and be shipped. Tracking information is provided via email. Please allow 2-3 weeks for delivery.

When will my order ship?

Shipping times start when your item(s) have left our shipment center. Please allow us 1-2 business days to fulfill your order.

What do I do if my tracking status says my order has been delivered and I have not received my package?

Oh no! Please contact us here within 14 days of the delivery date so we can investigate further.


If you are not 100% satisfied with one of our products, you may request a return by emailing within 14 days of purchase. Please see below for more information regarding our conditions and policies.

Are there conditions for returns and exchanges?

Items must be unused, unworn, and unwashed with the tag attached. Your return must be made 14 days from the date of purchase. For hygiene reasons, certain products like the OURA Active Mask or Air Mask 2.0 can only be accepted if returned in their original, unopened packaging. If you have already opened the package and are still interested in returning the product, please email and we will try our best to support you on a case by case basis.

What is your return policy?

Return requests must be made within 14 days of purchase. Only products that are defective due to a manufacturing error will be considered for return after 14 days.

Once returned, you will be entitled to receive an exchange or a refund in store credit, which will not include the cost of the original postage and/or packaging. We are not able to exchange or refund item(s) that appear to have been worn, washed, or are not in original condition.

To protect our customers and ensure that we handle every return or exchange with reasonable fairness, we cannot accept a return or exchange (even within one year of purchase) in certain situations, including:

  • Products damaged by misuse, abuse, improper care or negligence, or accidents (including pet damage)
  • Products showing excessive wear and tear
  • Products damaged due to fire, flood, or natural disaster
  • Products with a missing label or label that has been defaced
  • Products that have been soiled or contaminated
  • Hygienic products that have been opened

Additional guidelines

  • We are not responsible for the return shipping costs of the item(s).
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • Please make sure all returned packages are sent with a traceable, insured service.
  • OURA Sdn. Bhd. will not be held responsible for any damage and/or loss occurred during the return shipment process.
  • Item(s) bought during a sale are not eligible for exchanges or returns.
  • You can opt to exchange the item(s) with another item(s) (subject to stocks availability), or to receive store credit for your return.
  • Store credit issued will be based on the value that you paid for the item(s) (excluding the original cost of postage and/or packaging).