T&C

Opening Hours
We are open Monday to Friday from 10:00 a.m. to 5:00 p.m. (Malaysia Time). We are closed on the weekends. Our warehouse is not open to walk-in customers. If you want to save on shipping you can Pick up at Petronas USJ 4. However RM 3 charges applies and orders will have to be placed at least a day earlier. Pick up timings are from Monday to Friday 12pm to 6pm only.
Shipping: 
We are happy to ship via Poslaju, Airpak, Citilink within Malaysia. For International orders we ship via Pos Malaysia International Registered Pos. You can opt for Poslaju or DHL if you want a faster delivery. Kindly contact us with your order number for estimate. 
Airpak, Poslaju, Citilink normally takes 1 to 2 working days to reach you. As for International orders, kindly view the estimated rates and shipping time here: (International Air Parcel)
Damaged or Missing Orders: 
We are always happy to help replace or refund your missing or damaged items within 5 days of purchase.  If you receive a damaged package, please take photos of items, box and the labels.  Please have this information ready for our Customer Service Team when SMSing or emailing us. If you chose to have a replacement sent to you, we will ship it to the original shipping address. BE SURE TO DOUBLE CHECK YOUR ADDRESS! If a package is sent out to an incorrect address, and it is returned to us, you are responsible for the reshipping costs.

Please check your order after receiving it and if there is anything missing SMS or email us right away. Have ready your order number and the items missing for refund/replacement
Any missing, damaged or incorrect items from orders older than 5 days (Malaysia), and 45 days (International) will be issued an instore credit.     
International Shipping: 
We ship worldwide. However, we do not ship items such as Chemicals (Lye), Knife, and flammable goods internationally. It is your responsibility to be aware of the specific import charges in your country. If your package is damaged due to custom restrictions, Soap Lab Malaysia is not liable to refund or replace your damaged/lost item.
Order Changes & Cancellations: 
Because of our dedication to fast turnaround times, cancellations, as well as additions and changes to orders can only be accepted within one hour of order placement. However, if you are using expedited shipping (like Poslaju or shipping internationally, we cannot accept any changes, this is to ensure that your order is shipped out on time. Orders that are cancelled after packing for any reason are subject to a 15% restocking fee.
Placing orders: 
Feel free to use our online shopping cart, located throughout the site. You can place your order here
Minimum Orders: 
We do not have a minimum order amount and you are welcome to order as little, or as much, as you want. Minimum Order only applies to Lye.
Returns:  
No returns are allowed once order is sent out unless there is any damaged goods. 
Please allow us 10 business days to process your return. 
Out of Stock Items: 
While we strive to keep all of our products in stock, we do occasionally run out of items.  If you place an order and an item goes out of stock while your order is in the warehouse, we will ship out everything else and backorder that product and you will get an email notification.  If you prefer to have that backordered item swapped out for something else or removed from your order just let us know by leaving a note on your order and we'll make it happen.  
Discontinued Items: 
Is there an item that we've previously carried that you want to purchase? Contact Us here. We may be able to special order small amounts just for you or direct you to a new supplier. 
Payment methods: 
We accept Visa, MasterCard, American Express, Discover, and PayPal. We also accept bank ins and online banking to our company account Maybank.

1 comment:

  1. hi...i just finish selected my order ...and i want Pick up at Petronas USJ 4...but in procces to checkout i dont see any pick up delivered...just airpack and poslaju...if i click airpack it will charge ...so how i want proceed it?tq ^__^

    ReplyDelete

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