Shipping & Returns


PROCESSING

All orders are processed and shipped from our studio within 1-2 working days after payment verification. You will receive a shipping notification email with tracking details once your order leaves our studio. 

SHIPPING

All orders are shipped from our studio in Sarawak (for Malaysia).

  • Malaysia

All deliveries are sent with our logistics partner: Poslaju Express

Express Shipping:
-90 to 99% plastic-free shipping
-Shipping fees will be calculated at checkout
-Estimated delivery window: 1-7 working days
-Applicable for all items storewide
-Free shipping (Sarawak) / RM8 flat rate for Peninsular Malaysia & Sabah for all orders above RM100
  • Brunei
Express Shipping/Runner:
-Shipping calculated according on district. Delivery window: 1-2 working days
  • International 

We do ship to selected countries (Singapore/Thailand/Philippines/Indonesia/Australia/UK) via Express Mail Service (EMS). Shipping rates and courier of choice will be calculated on checkout. If your destination country is not listed, please contact us for more information.

International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. International packages may be delayed by customs. 

Once a package is picked up and scanned by our courier, the shipping and delivery status is no longer within our control. Thank you for your kind understanding.

LOSS IN TRANSIT

Unfortunately, we are unable to replace missing or stolen packages at this time. In the event you encounter lost items, please contact us and we will do our best to assist you. 

We are not responsible for shipping information that were incorrectly entered at checkout. Please ensure the address and contact information provided is correct at the time of purchase. Each order can only be delivered to one delivery address.

RETURNS & EXCHANGES

In the case of return to sender by our courier due to failed delivery attempts and self-collection, we will not be responsible for the shipping fees to re-ship your order. 

Due to the nature of our products, used candles cannot be returned or refunded.

You may exchange your product for another candle of the same size and price within 7 days upon receipt. Please send your product back to us unused and in their original packaging. The buyer is responsible to cover shipping cost on all return items. Exchange is only applicable for full-sized candles (3.5 oz & 7.7 oz). All personalised candles and items sold during sales are final and are not eligible for exchange.

 Please contact us at hello@borneocandlestudio.com for further details.