- 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 anyway 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 a 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.
Due to hygiene purposes, no exchanges will be entertained.
If refunds are approved, the refund amount will be after deducting credit card fees and processing fees. If you have a change of mind after your order and decide to cancel order, we will only refund you the product selling price. We reserve the right to reject your next order as a preventive measure against disrupting our admin and production process again. This measure is decided to protect all customers who are sincere in their orders and respect our SOP.
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.
Sometimes courier companies loses packages or delivers 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.