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Support

Shipping Policy

Shipping Methods - Fulfilled by our appointed courier partner

1. Standard Shipping 

Covers both West Malaysia and East Malaysia.

2. Next Day Delivery 

Availability depends on your area.

Please chat with our customer service team to check availability in your area.

With a minimum spend equal to Standard Shipping, a top-up of RM4.90 is required.

3. Same Day Delivery 

Lalamove/Grab. Available for Klang Valley only.

Kindly contact our customer service to check if it’s available in your location.

We’ll provide you with a quote accordingly.

4. Pickup at Store

Self-collection is available for orders above RM350 and by appointment only. 

 

Location: 19, Jalan Sungai Kapar Indah 2/Ku7, Marq Bizpark, 42200 Kapar, Klang, Selangor.

Operating hours: 11am to 5pm

Preparation time: 24–48 hours

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Self-collection Note:

  1. You will receive a message once your order is ready for collection.

  2. You must present your identification card or driving license along with your order number when collecting your item. The name on the IC or driving license must match the name on the order.

  3. Please ensure you are available to collect the order at the scheduled date. If the pickup fails and you request to rearrange an alternative delivery method, a rearrangement fee of RM15 will be applied. 

  4. Orders not picked up within 7 days of the appointment will be cancelled, and no refund will be accepted.

Free Shipping

Standard Shipping 

Free shipping is applicable to Standard Shipping only, for orders below 5kg (West Malaysia) and below 3kg (East Malaysia).
If the parcel exceeds these limits, additional charges will apply.

Pickup at Store

No charge for successful self-collection order.

How long does it takes to deliver?

Standard Shipping 

Orders will be shipped out within 24 hours under normal circumstances during working days.
For Standard delivery, courier will typically takes:

  • 1 - 3 working days (West Malaysia)

  • 3 - 7 working days (East Malaysia)

Next Day Delivery 

For orders placed before 12pm, courier will typically takes:

  • 1 - 2 working days (West Malaysia)

Some delays may also occur during campaign / peak season. In case of unreasonable delays, you may also live chat with us and we will assist you on it.

Track Your Order

Once your order is ready for shipping, you will receive an email notification with courier tracking number from our system.

Return and Refund Policy

Which products can i return to ichor essence once my box is opened?

All sales are final. Due to the nature of our products, we do not accept returns or offer refunds once an order is confirmed and shipped.

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Exceptions may apply under the following conditions:

·      Items arrive damaged or defective

·      You receive the wrong item

 

In such cases, please contact us within 3 days of receiving your order. A clear unboxing video is required as proof for any claim involving damaged, leaking, or missing items. Please ensure the video shows the unopened parcel being opened for the first time. Kindly provide clear video, photos of the item(s), packaging, and shipping label for verification. 

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Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

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Upon receipt of the goods, our quality department will make a verification of the products conformity. A credit note or replacement will be processed according to your choice, and depending of the products condition.

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Please note:

·      Used or opened products are not eligible for return

·      Actual shipping fees are non-refundable

·      Products that require cold storage and custom-made items are strictly non-refundable and non-returnable (e.g. hydrosols, body wash, citrus essential oils, skincare products, custom-made roll-on, essential oil blends, customised face cream)

 

We reserve the right to reject any request that does not comply with the conditions. In such cases, the return shipping cost will be borne by the customer. Additionally, the returned order may be subjected to a handling fee and shipping cost incurred.

Your payment has been processed but you wish to cancel your order?

Three possible cases:

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Case 1: The order has not yet been prepared. We refund the order in its entirety.

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Case 2: The order has been prepared but not shipped: a 6.5% cancellation fee will apply (excluding taxes and shipping costs).
This does not apply to bulk orders, which are strictly non-cancellable and non-refundable once confirmed.

 

Case 3: The order has left Ichor Essence and no refund will be accepted.

What are the terms and conditions in case of return or exchange?

All orders are carefully packed and inspected at our shop, and we choose the trusted delivery partner to ensure the parcel arrive in tip-top condition. However, In the unlikely event that products are incorrectly delivered, defective or damaged during in-transit, customers are advised to reach out to us immediately upon receipt of delivery with a record of the delivery date, time, video of unboxing, and photograph of the products (as proof of damage) and we will revert as soon as possible. Once acknowledge by our customer service team, send the item back to us in its original packaging in a perfect condition within the 3 days agreed period starting from the day of receipt. No claims shall be entertained once the delivery order has been accepted by customers after 3 days.

 

Please note that the return costs will be on your charge unless the issue was due to our error (e.g. wrong item sent, confirmed damage upon arrival with video proof)

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The return address is:

18 Jalan Besar, 22000 Jerteh, Terengganu

Phone: +6011-33276889
 

Returns not due to our error

If a return is requested for reasons not caused by our error (e.g.faulty or damage claims without valid proof etc), the returned order may be subject to handling fee and deduction of the original shipping cost incurred by us to send the item to you. These costs will either be deducted from any eligible refund or store credit, or the customer may be required to cover them separately.

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We reserve the right to reject any request that does not comply with our Return & Refund Policy. For further assistance, please contact our support team directly.

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