Overview

In case you receive a damaged/defective item, or you received a different order, or you are unsatisfied with your purchase, the return notice period is within 3 days and the exchange notice period is within 5 days of receiving your order. Please note that the items must be in good condition, unused, and in their original packaging unless it’s damaged either during shipping or have a factory defect.

Note that the following products can’t be returned or exchanged:

  • Agarwood
  • Dehn Al Oud
  • Musk, and Mixtures
  • Scented Creams, and 
  • Scented Powder

If all the above cases are fulfilled and you are eligible for return/exchange, please contact the customer service team via WhatsApp at 9200 14471 to initiate and schedule the return/exchange process.

Your request will take 3 business days to be processed and picked up by the shipping company. Once the products are received and after inspection, the exchange will be processed immediately, and the refund will be issued, kindly refer to our refund policy. 

Please be sure to double-check your returned products before shipping them out. We will not be held responsible for the return of any incorrect/missing products. 

When requesting a return for any other reason besides factory defect or damaged products, the return fee will be applied (which will be specified upon request).

When requesting an exchange for any other reason besides factory defect or damaged products, the return and re-shipping fee will be applied (which will be specified upon request).

Cancellations policy

Cancellations depend on whether your order has been shipped or not. If your order is still under processing, then the order can be canceled simply by contacting the customer service team via WhatsApp at 9200 14471.

However, if your order has been shipped then we would not be able to cancel it, and it will be considered a return. For more details, kindly refer to our return policy.

If for any reason you canceled your order after it’s shipped, or do not respond to the courier for delivery, this will lead to blocking your account from using cash on delivery.

Refund policy

Once we receive the returned order, a refund will be issued within 10 business days after we receive the products to the original payment account, or within 24hr to your e-wallet, as per the customer’s request. 

Note: Cash on Delivery orders is only refunded via the e-wallet.

Note: If an item is returned due to a claim of a defective item by a customer and at inspection, we found that the item is not defective, the shipping and return fee won’t be refunded.

If a voucher was used to purchase an item from our website, and then a refund was issued due to damage/defective products then the voucher amount is added to the refund. Note: this is only applicable if the customer requested the refund to be done via the wallet. 

Please note that the shipping and return fee for any order is not refundable. Unless the reason for the refund is damaged/defective products.