SHIPPING AND DELIVERY POLICY

Shipping Delays:

We are doing our best to address this and aim to send out your orders as soon as possible.

Please be assured that your order remains our priority; they are being processed and you will receive an update soon.

You will be provided with the carrier's name and tracking number via email once your order ships. Orders shipped within Malaysia will arrive via City Link.

Note: In most cases, your order is finalised immediately and cannot be changed or cancelled.

Order Tracking:

There are two easy ways to stay up to date on the status of your order:

Visit our Order Tracking page to view your order status. You will need your order number and email address.

Log into My Account and review your order history.

Why am I not seeing any tracking scans for my order?

Tracking information may not be available for the first 24 to 48 hours after you receive your Shipment Confirmation email. Several days may pass between package scans as your order moves between carrier locations. We assure you that this will not affect your expected delivery date.

When will my order get processed?

Orders placed after 12.00PM MYT Monday - Friday may not be processed until the following business day. Weekend orders will be processed the next business day (Monday). Weekend delivery is not available.

What Delivery Options do you offer?

CITY LINK

NOTE: UPDATE ON EAST MALAYSIA SHIPPING: Currently we are not shipping to EAST MALAYSIA until further notice.

MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR250.00 & below in merchandise value. Shipping for West Malaysia via Standard service. We do not ship to PO Box destinations. Orders with a merchandise subtotal (after savings) of MYR250.00 or more will receive FREE shipping & handling. Not all services are available for all destinations. Available service options will be displayed at checkout.

NOTE: Orders placed after 12 p.m. MYT Monday - Friday may not be processed until the following business day. Saturday and Sunday delivery is not available.

Shipping & handling charges - which include taxes, duties and brokerage fees where applicable - will automatically be added to your total during Checkout.

Do you offer a Ship-to-Store option?

We do not offer this option currently; however, we do offer MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR250.00 & below in merchandise value via City Link Standard service within Malaysia.

Can I ship my order internationally?

At this time, we only ship to addresses that are located within Malaysia.

Flat Rate Shipping & Handling

MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR250.00 & below in merchandise value.

What if my package is late or lost?

If your order has not arrived, please call the carrier, and allow one additional business day past the delivery estimate, or one additional business day after your shipping timeframe. If your package still has not arrived, please contact us at cs@rituals.com.my.

NOTE: Be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else, like a neighbour or an Apartment Office Manager, accepted the delivery on your behalf.

What if my item arrives damaged?

If your order arrives with a damaged or defective item, please contact us at cs@rituals.com.my. We will be happy to take a look at your order and discuss options!

Additional Shipping Guidelines

Delivery Estimates are based on two factors: order processing time and time in transit. In Stock items will be shipped once the item is located, your payment is approved, and the receiving address is verified. For most orders, this process begins once your online order has been submitted. Depending on the time you place your order, the order process might not start until the following business day. Business days are Monday-Friday, excluding Public Holidays. During peak periods you may experience longer than average order processing time.

Rituals will determine the most efficient method of delivery based on your shipping address.

Shipping & handling will be charged at the time of order being placed. If your order includes a pre-order or backordered item, shipping & handling charges will be assessed for the entire order at the time of the initial shipment. You will not be charged for an item until it is shipped.

Shipping & handling is a taxable service.

RETURNS

What is your return policy?

Our aim is that all our products reach you in perfect condition. If you are disappointed in any way; or should you receive damaged or faulty product; or receive an incorrect order please contact us within 14 days of purchase.'

We do not provide refunds for change of mind unless goods are damaged or faulty, and in instances where item(s) ordered are out of stock. We will provide refunds for these items and will be credited to the same payment method used.

If you have received a damaged item(s) and we have available stock for the item, we may offer a replacement. For us to process your replacements, you are required to create an account and include your shipping address in your profile.

Online purchases can only be returned online. Please allow 28 days for your return to be received and processed. Stores are not able to accept returns for online purchases.

Please ensure your return meets the following conditions:

• Clothing must have the price tag attached and be unworn and unwashed.
• Return your products in an undamaged package (preferably the original shipping box).
• For products that are damaged or show signs of use, we retain the right to refuse the return or to charge for the damage.
• Please also return the gift to us if you return the entire order. If not, we will charge the purchase amount of the gift when purchasing, with the amount to be returned.
• The following products cannot be returned: (digital) Rituals gift cards and personalised products such as The Hair Temple shampoo/conditioner and the Mansion Collection XL Fragrance Sticks.

PLEASE NOTE: All must be made in the country of original purchase.

Gift cards cannot be returned, or otherwise redeemed for cash.

Return an online purchase

You may return goods in the country where they were purchased by contacting the Customer Care Centre who will advise you on how to return your goods.

The following information will be required when returning your goods:

• Confirmation Email containing your Transaction Reference Number
• Delivery Documentation containing your Delivery Number
• List and description of goods to be returned
• Reason given for returning goods

When returning the goods by post please note:

It may take up to 10 days for your parcel to reach us

Returned items will be processed within three (3) working days of receipt

Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit.

Returns and exchanges on "change of mind" items

Returns are only accepted for damaged items. There will be no returns for change of mind. Purchases made online cannot be returned in-store. Please read our returns policy or contact our customer service team at cs@rituals.com.my for more information.

How do I return my products?

Your return shipment begins by registering your return. You can easily state which products you wish to return to us using our return form. You will then receive an e-mail with instructions and your return label.

Print your return label and stick it on the box, place the form listing which products you are returning in the box. Please ensure that returned products meet our return conditions. Refer to your return instructions to see which delivery service will return your order to us. It is usually easy to find a local location where you can drop off your return package via the delivery service's website.

Refunds

Please allow 5-10 working days for refunds to be reflected in your account statement. All returns will be credited to the original form of payment (excluding shipping and handling charges). During peak period, there may be a slight delay in processing your refunds. Once your refunds are processed, you will receive an email update from our Customer Service Team. For other concerns about your refunds, you may reach out to us at cs@rituals.com.my.

When purchasing items as part of a Buy X Get X promotion, the promotional discount is based on the lowest priced item, then applied to each item proportionately. If you return any items due to faulty/damaged or the item is out of stock, your refund will be reduced to the discounted amount for each item. Any gifts with purchase (GWP) are exempt from the Buy X Get X promotion and if out of stock, are not eligible for a refund.

Store purchases

Items purchased at a Rituals store must be returned or exchanged in a store in the original country of purchase. Be sure to bring your original receipt to a store located in the original country of purchase. If you cannot find it, we will exchange merchandise or issue a merchandise credit, based on the lowest selling price of that merchandise.

Online purchases can only be returned online. Please allow 28 days for your return to be received and processed. Stores are not able to accept returns for online purchases.

Do I have to return my gift as well?

Have you received a gift with your order and are you returning the entire purchase? Then we would also like you to return your gift with your return shipment. If you wish to keep this, we will deduct the purchase amount of your gift from the amount to be returned.

Can I still change or cancel my return note?

Do you want to cancel your return, or do you want to return more or less than you indicated earlier? We will only process your request once we have received your products. So please don’t hesitate to request a new return form if you want to change anything. If you are not returning any items, you don’t have to do anything.

Can I also exchange the products I ordered online?

Swapping is not possible, but obviously you are very welcome to place a new order to get your hands on your favourites! The products you wish to return can be returned to us free of charge.

VALIRAM GROUP RESERVES THE RIGHTS TO AMEND AND/OR VARY ANY TERMS FROM TIME TO TIME WITHOUT PRIOR NOTICE.