1. Which courier company do we use?
At the moment any shipment will be done through J&T Express.
2. What is estimated time of arrival of your parcel after order?
Processing time for ready stock item is 1-2 days and pre-order items is 1-2 weeks. Please be noted there is NO POSTING ON SATURDAY, SUNDAY & PUBLIC HOLIDAY.
Tracking number will be sent to your email. Standard time of arrival is 1-2 days after shipment however it is depending on the courier company should any hiccup occur. Please do not hesitate to contact us if you have not received your item(s) after 7 days.
3. Where do I check my tracking number?
Tracking number will be sent to your email within 1-2 days upon order. Please ensure that you have entered correct email address while purchase.
4. Shipping fees
Semenanjung. FLAT RATE per order RM8.
Sabah & Sarawak : Using J&T Rate by Zone & Weight.
5. My items received missing and damaged, OMG??
Check your items within 24 hours upon receiving. Should any damage occur on the items, kindly provide us the report along with the picture of the damaged item via whatsapp (+6010-7019209). Any report after 24h hours will not be entertained.
You are allowed to choose for a REPLACEMENT or have a REFUND for the damaged items.
We are sorry to announce that we do not do international shipping at the moment. But don’t worry! We will surely let you know once we go globally!
Still have a burning question? Reach us!
WHATSAPP : +6010-7019209 (8.30am-5.30pm, SAT & PUBLIC HOLS : CLOSED)
EMAIL : usahawancandlenuts@gmail.com
EXCHANGES
You are entitled for ONE exchanges if you are not fully satisfied with the item. Attempt of return must be made within 3 days of receipt.
For broken or damaged items, request for exchange shall be made within 24 hours after the item is received. Any request that is made after 24 hours shall not be entertained.
*Excludes: orders made with promotional codes, sales items, sample items, swimwear, bags and accessories.
To start an exchange request, kindly Whatsapp Admin at 010-7019209 and:
- Pack the item in its original packing material.
- Send your parcel using a delivery method that allows tracking. Returned parcels are to reach us within 7 days from dispatch date for local orders.
- Whatsapp Admin at 010-7019209 to let us know the tracking number, and your preferred item of exchange/ credit note for future use.
Terms & conditions:
- Postage cost for the returned items shall be bear by the customer.
- Delivery fee for new exchanged items will be on Candlenuts.
- All returned parcels should be dealt via mailing only.
- If you return an item that does not meet the requirements for returns set out above, we reserve the right to reject the return and any request for an exchange.
- New exchanged items/store credit shall be post/credited to you as soon as possible should the exchange transaction is approved.
INCORRECT ITEMS
If you believe you have received the wrong item, kindly Whatsapp Admin at 010-7019209 your order number, and a photograph of the item. We may ask you to proceed with sending your item back to us, for which your postage will be reimbursed.
Please be noted that items must be unworn, unwashed, unaltered, and with its tags intact. If the correct item is no longer in-stock, store credit or refund will be issued instead.
PRIVACY POLICY
YOUR PRIVACY IS IMPORTANT TO US
CANDLENUTS respects and upholds the confidentiality of information and the privacy of individuals and is committed to user, visitor and customer privacy at www.candlenutsofficial.com
Because we gather important information from our users, visitors and customers (collectively "Customers" or "you" or "your"), we have established this Privacy Policy as a means to communicate our information gathering and dissemination practices. By accessing this Website, you acknowledge and agree to this Privacy Policy.
INFORMATION WE COLLECT
We may require customers who visit our website and purchase products on our website to give us contact information, which may include but is not limited to the customer's name, company name, address,phone number, email address, cookies, IP logs, billing information, billing name and address, credit card number, and other information as detailed below under "Personal Information".
Besides the Personal Information, we may also collect other information regarding your use of the Website.
From time to time, we may also collect or ask for additional Personal Information. You can opt out of providing this additional information by not entering it when asked or not using the Website, although not providing it may hinder your ability to use the Website. Information collected is used to provide and maintain the Website and is used at CANDLENUTS discretion. This Information can also be used to contact you to further discuss interest in our company, the services we provide, and to send information regarding CANDLENUTS to its partners, its products and other activities such as promotions and events. You may be invited to receive email correspondence by providing an email address. Your email address and any Personal Information will not be distributed or shared with third parties unless it is to transact such business as you have contracted us to do, to comply with legal processes and/or law enforcement requests, or to conduct any business as CANDLENUTS, in its sole discretion, deems reasonable.
KEEPING A RECORD OF PERSONAL INFORMATION
Depending on the product you have acquired, it may be necessary to keep a record of the transaction for business purposes or to enable us to respond to your concerns.
We may hold Personal Information for the following purposes:
- Internal accounting and administration;
- To supply you with information about your account including regular statements;
- To respond to inquiries;
- Enhancing customer service, product options and to improve product performance;
- Promotions, competition entry forms, redemption vouchers, and special offers where you voluntarily supplied your personal details;
- To administer sales records;
- To provide information about us, our products, services and special offers;
and To analyze our website usage.
HOW WE MANAGE YOUR PERSONAL INFORMATION
You may have contact with us personally, by telephone, mail, over the Internet or other electronic medium.
We take all reasonable steps to keep your Personal Information secure.
We take steps to protect the personal information we hold from misuse, loss, unauthorized access, modification or disclosure. You have the right to access the Personal Information you have provided to us.
If you require details of your Personal Information held by us, we will need to verify your identity before meeting your request, which we will process in a reasonable time. If you find that the information we hold about you is inaccurate or out of date then we will promptly correct it upon receipt of the changes from you.
CHANGES OF OUR PRIVACY STATEMENT
From time to time, it may be necessary for us to review and revise our privacy statement.
We reserve the right to change our privacy statement at any time and to notify you by publishing an updated version of the policy on the CANDLENUTS at www.candlenutsofficial.com