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How to order and FAQ

Q. How do purchase my order on the site?
To order your purchase :-

  1. Click “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
  3. You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.
  4. Click on  “Estimate Shipping & Taxes” to know more about shipping charges.
  5. Click on " Proceed to Checkout " to make payment 
  6. Confirm the shipping address and Click on " Continue to shipping method " and click on " Continue "
  7. You need to reconfirm the payment method and confirm the Terms and condition.
  8. Click “Place Order” to complete the order.


Q. What are the payment methods available?
soapgallery.my offers various kind of Payment Methods as shown below :-


1. Credit Card / Debit Card / MEPS / FPX / e-Wallet etc.
    Via Razer Merchent Services (Visa or Mastercard / Internet Banking) 


Q. How to change my account personal information and shipping address?

  • Log-in your account → Click on “ My Profile ” and " My address " → Edit your account information and Shipping address here.


Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “forgot Password?” and fill your email that used to register the account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.


Q. Can I cancel an existing order that have been made?
Yes,  only if the order is still on pending status.

- You can cancel the order before make payment 
- Orders that are in shipping or shipped will not be cancel.


Q. What is the product's transaction currency?
All products transaction currency will be done in Malaysia RINGGIT.

Q. How long does the delivery usually takes?

DELIVERY TERMS

We strive to deliver your purchased products in shortest time possible. All orders are in processed as soon as the transaction is confirmed.

MCO PERIOD

  1. Please expect a delay in receiving your parcels. We are doing our best to keep things going in a safe manner. Do allow at least 7 working days (for West Malaysia) and at least 8 working days (for Sabah) for your orders to arrive during this period.
  2. Tracking number will be sent via email within 7 working days

Change of Shipping address

  1. Please ensure that you key in the correct shipping address before you place your order. We cannot guarantee that we are able to change your address.

STANDARD DELIVERY

  1. Confirmed orders will be delivered within 1-3 working days. Orders placed after 11am will be processed on the next working day (Monday-Friday). Delivery to rural or remote areas may take an additional of 2-3 working days.

All orders are dispatched and delivered by citylink courier service, Monday – Friday, excluding weekends and public holidays.

Sale/ Promotional Periods

During peak sale/promotional periods, we may not be able to fulfill next day deliveries due to heavy surges in online orders – you will be advised of any product availability issues when placing your order.

West Malaysia: Additional 3 – 5 working days for your order to arrive.

Sabah : Additional 3 – 7 working days for your order to arrive.

MULTIPLE ADDRESS DELIVERY

We are currently only able to deliver to one delivery address per order. If you'd like to deliver to multiple addresses, please place a separate order for each unique address.

DELIVERY POLICY

We can only send orders to street addresses in Malaysia. We do not deliver to a PO Box address. We are unable to ship to any International address.

At the time of delivery, you may be required to validate the delivery of the products by signing-off with the delivery personnel. You agree to inspect the product/products for any obvious faults, defects or damage before you sign for received products.

We deliver all orders using our standard packaging materials. Any special packaging as request by customer is subject to additional charges.

There will be 2 attempts made to deliver your parcel. If at all these 2 attempts fail, a note will be placed in your recipient’s mailbox for collection at delivery counter at the allocated Citylink Office.

Note: Purchases made after 11pm each day would be considered as next day purchase for courier purposes


By courier:
If your payment and email notification was cleared and received before 11.00 am, order will be processed and send on the same business day.

If your payment and email notification was cleared and received after 11.00am, order will be processed and send on the next business day.

Under normal circumstances, it may take 3 - 4 business days, for other areas may take 3 - 5 business days or longer to arrive. For further details please refer to Citylink


Q. International Orders

How are duties and customs charges handled?
You may subject to import duties and/or taxes and any additional charges, which are levied once a shipment reaches your country. All customs and import fees are solely your responsibility. We have no control over these charges and cannot predict what the costs may be. Therefore, please contact your local customs office for details. We will not be held responsible nor assume any liabilities arising or alleged to arise in connection with the goods ordered by customers. By giving  your consent to ship an order, you assume full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If the items ordered are returned or confiscated due to your refusal of your package and notification of these fees, we will not issue a refund for your purchase or the original shipping cost. 
 

Can you mark my order as a gift or declare a lesser value for it so that I do not have to pay as much duty or tax?
No, we cannot do this. Please note that even if the package is marked as a gift, duties and/or taxes may still be collected at the discretion of your government.

If the above FAQs has not answer to your questions, please visit Our Policies or email your questions to info@naturalsoap.my