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SHIPPING & RETURNS

Shipping

We are always trying to deliver your order as fast as possible, no matter where you live.

You are our first priority! 

Shipping times vary, but most orders arrive within 5-10 days from the day the order has been shipped. Occasionally, we may ship multiple piece orders from multiple locations to ensure your order arrives at you as fast as possible.

 

Processing Time:

Orders are processed and shipped within 2-3 business days. During Holidays and peak seasons, the processing times may take more than 5 business days.

 

Order Tracking:

Once your order has been shipped, within 2-5 business days after placing the order, you will receive an email with the tracking number.

In case you have placed a multiple item order, you may receive multiple emails summarizing what was shipped and what is pending.

Shipping Charges:

Free delivery for order more than RM100 for Peninsula Malaysia & RM180 for East Malaysia.

We charged a flat rate of shipping fees for Peninsula Malaysia is RM8 while East Malaysia is RM15 for orders below free delivery threshold.

Returns

All our retail products are refundable or exchangeable for 7 days AFTER receiving the order which gives you time to decide if this product suits your needs.

 

If you received the wrong product you can request a refund or a reshipment.

 

If you do not want the product you have received, you may request a refund but you must return the item at your own expense and the item must be unused and in its original package. Please note that shipping costs are non-refundable. If you receive a refund, any extra costs which occurred because of the return shipping will be deducted from your refund.

 

We do not accept broken or damaged cases or products with missing pieces which are a result of your use.

 

You can submit a refund request sending us a message within 7 days after receiving the product providing us with your name and order number.

 

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

 

We do not issue refunds if: 

  • More than 7 days have passed since the receiving date

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)

  • Your order did not arrive due to exceptional circumstances outside the control of epick team (i.e. failed customs’ clearance, due to delays caused by the courier company, extreme weather conditions, etc.)

  • Other exceptional circumstances outside the control of Its Herbs team.

 

NOTE: Please contact us before shipping your purchase back to us and wait for our authorisation in order to do so.