FREQUENTLY ASKED QUESTIONS
1. How long will my order take to arrive?
We've partnered with Ninja Van to ship all orders. As all orders will take 1 to 2 working days to process prior to being shipped out. Our customers depending on region may expect their orders to arrive within:
- West Malaysia
2 to 5 working days
- Singapore & East Malaysia
3 to 7 working days
2. Can I track my order?
Of course! We will send tracking information to the e-mail address associated with your order once the item is ready to be shipped out from our warehouse.
3. What is the shipping cost on my order?
Generally, postage is calculated according to weight
West Malaysia
Flat rate of RM7
East Malaysia
Flat rate of RM15
Singapore
Flat rate of $8
4. Do you offer free shipping?
Yes, we offer free shipping on purchases of 2 or more candles!
1. What is your return policy?
It is guaranteed that prior to shipping, all of our candles are meticulously inspected for any damages and flaws.
Should you be dissatisfied with our candles, we solely provide refunds via store credit under due consideration.
2. Under what conditions may I initiate a refund?
- Buyers are eligible for a refund if they receive a damaged, defective, or significantly different item than described.
- Buyers must return the product unused in its original condition, including packaging.
- Refund requests must be initiated within 3-7 days of receiving the product.
3. How do I initiate a refund?
Proceed to complete our Return Form along with a photo of the product to request a free return shipping label from us!
4. Refund process
- Refunds will be processed once the returned product is received and inspected by our candlemakers.
- First, we will send you an email to notify you that we have received your returned item. Once inspected, you will be notified on the approval or rejection of your refund.
- Refunds will be issued in the same form of payment used for the original transaction.
- Generally, refunds will be processed within 20 business days of approval.
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Have any other
questions?
Email us at hello@complement.com