Refund policy

Return Policy

  • We have a no-return policy, which means you will not be able to return your purchase due to hygiene purposes. Dented tins do not affect the quality in any way however if your parcel arrived in a damaged fashion where it is beyond recognition, we seek your help to document down the condition in a video or a sequence of photos as proof to the courier company. 
  • We do not offer refunds to customers who entered a wrong or incomplete address in their order. If your parcel is lost, you will need to make a new order. If your parcel is returned back to us, you will need to pay for the re-sending of your parcel.
  • Entering the right address and double-checking the address is complete is the customer's responsibility. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Please be reminded that our products are handmade from natural raw material with no refinement nor additives added to the product formulation hence the texture will be thick and unrefined, unlike commercial skincare cream. 

Exchanges
Due to hygiene purposes, no exchanges will be entertained. 

Refunds
We DO NOT entertain refunds after orders and payments have been made. If you have made a cancellation request, our system will also de-prioritize you for the next order made in the future. This measure is decided to protect all customers who are sincere in their orders and respect our SOP. Please do note that refund approvals rarely happen as we have allocated the ingredients and in the mid of making.

Notes
The notes section in your order may not be used to change address, delay/postpone your order or make any adjustments in fulfillment as the fulfillment process is automated and the notes will not be taken into account.

Lost/Stolen Items
Sometimes courier companies lose packages or deliver to the wrong address. If you suspect your package has been stolen or lost, you have to file a claim with the courier company. Courier companies normally will not let us (the sender) make a claim, only the customer (recipient), whose name the order was placed in. Sometimes customers make errors/typos with their shipping address. This can be confirmed by reviewing your confirmation email.