FAQs

• Orders & Shipping

Delivery Time & Price

- West Malaysia 3-5 business days, East Malaysia 5-7 business days.

How can I track my parcel? 

- You will receive a tracking number by email when your order has been dispatched.

Do you offer international shipping?

- We are currently ship within Malaysia only. 

Can I collect my order in store?

- At this time, we are unable to facilitate in-store collections for orders placed online.

What should I do if my order is damaged in transit?

- If an item has been damaged in transit, we will provide you with a replacement or a full refund. Please contact us with your order details and an accompanying of pictures of the damaged item.

How can I return my online order?

- Regrettably, we are unable to accept online returns for products purchased due to hygiene problem.

Can I cancel or amend my order?

- Please contact us if you wish to cancel or amend your order. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.

I'm missing an item from my online order?

- We sincerely regret to learn that the package you have received is not as you ordered and thank you for bringing this to our attention. Please contact us and provide the below information to help speed up the process.

1. Order number (this can be found in your order confirmation)

2. The name of the missing product

3. Photographs (simply for confirmation so we can feed this back to our fulfilment team)

We will then conduct an investigation and look to resolve this in a timely manner.

• Soaps

Is the soap natural / organic / vegan?

- All ingredients are mostly made from natural ingredients but not organic certified. Although we are only using plant based ingredients, but sometimes we did included ingredients such as: milk/honey as additives in soaps. You may look at the ingredients list for each products to avoid non-vegan options.

Can I use soap on my face?

- Yes, you can. But we strongly recommend to avoid the fragile skin area (especially eyes area) due to irritation from the soaps. Handmade Soap has a nature pH value between 8-9 pH value, it could cause irritation on vulnerable skin area.

I got serious skin issue, can I use your soap to cure?

- Please seek for professional physician's opinions before using any cleansing product for serious skin issue, sometime the medication is inevitable. Handmade soap can only used for cleaning purposes.

Can my kids use the soap together?

- Yes, there are mild cleansing soaps for our little friends to enjoy shower together.

How long is the soap expiry date? 

- As long the storage condition is ideal (airy, no direct sunlight, dry) you may keep your soaps for years. But to enjoy the best shower experience, we recommend you to use it within a year before the scent faded. If you notice there's yellow/orange spot on your soap and smells weird, please dispose the soap as it is the sign of rancid soap.

- You shall received a 1ml of aroma oil sample along with your order.

How should I stored my incense sticks?

- Keep away from direct sunlight/heat area, you shall keep them in a low humidity condition, incense sticks could get molded or unusable when it's wet.

How long can I use my candle?

- Do not burn your candle for more than 4 hours and always use it within your sight.

Please contact us if you can't find your answer above.