ORDERS & SHIPPING
Thank you for visiting and shopping at Candlesand Malaysia Sdn Bhd. We hope you enjoy shopping with us and we are looking forward for your next visit. The following are the terms and conditions stipulated under our shipping policy.
DOMESTIC SHIPPING POLICY
- Order Processing Time:
Order is confirmed once payment has been completed. You will receive a separate email once your order has been shipped. All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. During holiday seasons, shipments may be delayed by a few days due to the high volume of orders. We will contact you via email or mobile phone should there be any delay in the delivery of your order. Order status updates and order notes (if any) will be sent through email. Please ensure to check your junk/spam folder in case our email went to the junk/spam folder.
Candlesand Malaysia Sdn Bhd prides ourselves to provide high- quality products. We ensure that it is our responsibility to make sure that all items are securely and properly packed. If you found that your item is broken or damaged once you opened the package, please take a photo of the damages immediately and contact us at firstname.lastname@example.org. Candlesand Malaysia Sdn Bhd is not liable for any loss of products during delivery. Please contact the courier directly for assistance if you have not received your parcel after the estimated delivery time. Alternatively, you may provide us with the order number. We may be able to assist you to check on the delivery status.
- Shipping Rates & Delivery Estimations:
Domestic Shipping Time: 3 -5 business days (between 9 am –6 pm). The shipping rates and respective delivery dates are automatically calculated after you’ve entered your address during checkout. You can choose the option that meets your preferences best. Faster deliveries typically incur higher shipping costs. Currently, we have the following delivery options: Standard delivery: Takes 3-5 working days. Express delivery: Takes 2 working days. Orders to be placed by 12 pm. Priority Delivery:
Deliver on the next day. Orders to be placed by 12 pm. Delivery only available on working days, from Monday to Friday/ 9 am to 6 pm and Saturday 9 am to 12.30 pm, excluding Sundays & Public Holidays. A shipping fee will apply if your minimum purchase amount falls below minimum shipping after discounts. We are closed for delivery on Saturday, Sunday, and on Public Holidays in Malaysia. Shipping Couriers do not deliver on Saturdays, Sundays, and on Public Holidays in Malaysia. During holiday seasons, sale periods, and extreme weather conditions, delivery timings may be extended. The address cannot be changed once the order is paid.
- Shipment Confirmation & Order Tracking:
Once your order has been picked up by our courier, we will provide you with a tracking number to check on the status of your delivery. Do note that once the parcel has been handed to the shipping courier, we will not have control over the handling and delivery time. Customers are best advised to get in touch with the courier for the latest update and further information via the track & trace apps or website of the courier service company. Thank you for your kind efforts.
We gladly accept returns and exchanges.
Please contact us within 7 days of delivery and send the items back within 30 days of delivery.
If you have ordered the wrong item, you are allowed to make a 1-1 exchange with us. Due to the nature of the goods, we only accept unused candles. We cannot accept used candles unless our products arrive damaged or defective.
If you are dissatisfied with our candles please contact us at email@example.com. We will do our best to find a solution for you.
Damaged or wrong items:
In the event where you have received a damaged or wrong item, please send us the picture of the item, invoice and indicate the order number immediately. Kindly email to firstname.lastname@example.org. We may ask you to proceed with sending your item back to us, where the postage will be reimbursed to you. The item returned must be in its original condition.
If the item is no longer in stock, we will inform you once the stock has been replenished. We are always glad to be able to assist you. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
Unfortunately, any item not in its original condition is damaged or missing parts for reasons not due to our error or any item that is returned more than 30 days after the delivery we will not be able to refund or provide a one-to-one exchange. We only replace items if they are defective or damaged due to our error. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to Sierramas West, 170 Jalan Kenanga Hutan, 47000 Sungai Buloh, Selangor Darul Ehsan.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.
To return your product, you should mail your product to Sierramas West, 170 Jalan Kenanga Hutan, 47000 Sungai Buloh, Selangor Darul Ehsan.
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.