Frequently Asked Questions


HOW TO ORDER ONLINE

Our on-line ordering system via Shopify was purposefully designed to make your shopping experience fast, easy and secure. All orders go through a secure server that ensures the buyer that all order information is kept 100% private, and WILL NOT EVER be given to other companies, Once your order is placed on our secure website, it will move through the following statuses: 

  • ON HOLD – Your order has been successfully placed, and is awaiting processing
  • PROCESSING – Your credit card is charged and your candle(s) are being made
  • COMPLETED – Your order has been shipped, and you can expect to receive an email from us.  The email update will be sent to the email address you provide for your order, so kindly double check to make sure you have given us the correct email address

Should you have questions prior to ordering online, please email us at dorothy@dorothyscents.com

 

ORDERING BY PHONE

If you would like to order a personalized candle, or a custom colored candle, feel free to give us a call. We can be reached at our Customer Care Hotline +6012.302.1660

We’ll be happy to take your order for candles not offered on our website. Give us a call at our Customer Care Hotline or leave a message here and we will call you back.

 

INTERNATIONAL BUYERS

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to buying.

 

LEAD TIME

The lead time varies according to how many orders are currently being processed. We will not sacrifice quality for quantity so please give us time to get your candle made. As a general rule, candles are shipped within one to fourteen days after being ordered.

You can also order candles to be held and shipped at a later date. This option is often used for gift-giving occasions such as birthdays, anniversaries or Christmas. Payment is made at time of order placement. Please order early for Christmas! And by early, we mean in November. Our lead time in December is often 2-4 weeks.

 

PAYMENT

We accept Visa, MasterCard and other major credit cards accepted by Paypal. You may also pay via money transfer through Maybank (details will be given on inquiry).

 

TRACKING YOUR SHIPMENTS

Once payment is completed, you will receive an email with the shipment details for your purchase. Shipments within Malaysia will generally take between 4 - 7 working days while international shipments will average at between 2 - 4 weeks. However, this varies from country to country. We’d like to note that shipping duration may take longer than usual during festive seasons and/or if your parcel gets held back for customs clearance.Should you require further clarification on shipment duration for your location, kindly email us at dorothy@dorothyscents.com. 

Click here to track your parcel.

 

RETURN & EXCHANGE POLICY

All orders are carefully packaged and checked prior to shipping. Please choose carefully as we are only able to provide refunds for damaged goods and in limited circumstances provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging.

Great care is taken to ensure that all images and information provided are accurate and as close as possible to the actual item but as all Dorothy Scents products are handcrafted goods might be differences in color, size and shapes.

Credits or exchanges are offered in certain circumstances where reasonable but do contact us with your request within 7 days of receiving your order so we can resolve any issues efficiently. If you have any additional questions or problems, please do not hesitate to email us at dorothy@dorothyscents.com or call us at our Customer Care Hotline +6012.302.1660 and we are more than happy to help and will make every effort to respond as soon as possible.

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