FAQ: Returns & Exchanges
1. How do I return my order?
Products must be returned unused, and in original condition. Download the Return Form and fill it out.
Email us the completed form at [email protected]. Send it back to us within 3 days of the product receipt date.
Sorry, but no extension. We will send you a Return Authorisation Code (RAC) and return details. Mail your return product(s) back to us within 14 days of receiving the RAC.
2. How long do I have to wait before I can see the refund on my statement?
Once we receive the product(s) and verify they are unused and in original condition, you will receive a full refund of the product(s) cost only. Usually, refunds are processed within 7-14 business days.
3. It’s been a while and I still don’t see my refund.
It is recommended to check with your issuing bank first.
Be sure to submit the refund date, refund amount, and other pertinent details when enquiring to your bank.
If the bank still cannot find the refund, you may contact us for further assistance.
4. Can you issue the refund on other credit card?
Sorry, we can’t process refund on a different card. We can only refund on the same payment method used.
5. I have a problem with my credit card. It’s been cancelled already. Can you reissue the refund on a different card or transfer it to my bank account?
Sorry, due to security reasons we cannot transfer to another card or bank account. We can only refund on the same payment method used. You may contact your issuing bank.
Some banks issue a cheque on incoming refunds on an inactive card. Process may vary from different institutions.
1. I received the wrong product. What can we do about it?
Please contact us at [email protected]. Kindly inform us within 3 days of receipt. Return the product(s) in their original condition within 7 days of the purchase date. The correct product(s) will be sent to you at our cost. We will also pay for the shipping cost of returning the product(s) to us.
2. The box was totally damaged. The products are fine and still sealed.
We’re sorry to hear what happened. We ensure that the shipments are properly boxed or wrapped before sending it out. In this case, you may contact the courier and provide a feedback to prevent this from happening again. We’ll also do our part in documenting this and we’ll provide a feedback to our partner courier as well.
3. The package and the products were damaged. What can you do?
We ensure that the shipments are properly boxed or wrapped before sending it out. In this case, you may contact the courier and provide a feedback to prevent this from happening again.
Please contact us within 24 hours of receipt at [email protected]. Kindly attach a photo of the items and packaging.
4. The cleanser bottle was not fully closed, it soaked the package and spilled almost half of contents.
We apologise for the inconvenience. We’ll send you a full bottle again and we’ll give you an update once we have the tracking. You’re free to use, dispose or give away the remaining product.
