Production, Shipping & Returns
Terms of Payment:
- Unless otherwise agreed in writing by both parties, all invoices are payable within 24 hours of the order confirmation/invoice date.
- All payments shall be made in the currency stated on the invoice, within the 24 hour time period, without any deduction or set-off for any reason whatsoever, unless specified otherwise in the invoice. Buyer shall not be entitled to suspend its payment obligations.
- Invoices not paid in accordance with the abovementioned terms are subject to cancellation.
Because our items are made fresh with ingredients sourced in small batches and usually customized, processing begins after payment has been received.
If you have any pressing skincare questions, urgent requests, are shopping for gifts or simply need your order to be delivered by a specific date — please reach out to me via DM, on our Facebook page, through email or the chat function on our website, beforehand.
This will save you time, make your shopping experience more seamless and minimize the chances of any confusion or dissatisfaction. As always, I'm happy to accommodate & serve you to the best of my ability.
We take extra precaution while packing your items for delivery, especially if they’re housed in breakable containers. However, we regrettably cannot provide guarantees on the condition of the parcel you receive, as that is in the hands of the good people working at the courier service(s) we use. If something arrives in less than satisfactory condition, please feel free to send us an email with photographed evidence along with your order number and we will do our best to resolve your issues or grievances.
Latest Production Update: In light of recent developments, please take note that our current production and shipping timeline is 8 – 16 working days. This extended time frame is due to changes in our made-to-order fulfilment processes with the National Recovery Plan in place and adhering to Covid-19 SOPs.
This is a rough estimate, which I hope will be useful to you as you're planning your purchases. Rest assured, I will do my best to get your rebel treats ready as soon as I can.
We offer shipping across Malaysia for orders placed on the website. We use DHL eCommerce Solutions to ship your package domestically.
Kindly note that shipping takes place Monday-Friday only during standard business hours. Any order placed during non-business hours will be processed the following business day. You will be informed if otherwise.
- If you are interested in placing an order and you currently reside outside of Malaysia, please send us an email.
Domestic Shipping (Malaysia):
All our products are made to order or in small batches (unless stated otherwise on the individual product pages). Please allow eight to sixteen (8 – 16) working days for production and shipping. We will do our best to get the items out to you as soon as possible.
Shipping Rates – West Malaysia
- RM8 for orders below 1kg within West Malaysia
- RM10 for orders between 1kg – 2kg within West Malaysia
Shipping Rates – East Malaysia
- RM14 for orders below 1kg within East Malaysia
- RM16 for orders between 1kg – 2kg within East Malaysia
International Shipping (general information):
All our products are made to order or in small batches (unless stated otherwise). Please allow roughly fifteen to twenty eight (15 – 28) working days for production and shipping. We will do our best to get the items out to you as soon as possible.
- All international customers will bear the cost of any fees, duties, taxes or any surcharges which may be imposed by your country.
- Please note that customs policies may vary widely from case to case for each country, as such make sure you check with your local authorities prior to placing an order to confirm tax and duty fees.
- Upon placing an order with The Raw Rebel, you will receive an order confirmation via email. If you have questions about your order kindly contact us via email at firstname.lastname@example.org. Please include your order number in the subject of your email.
Cancelling an Order
- When an order is placed on therawrebel.com we begin processing the order immediately, to ensure prompt delivery. We will not be able to cancel or change an order once it's submitted.
- In cases where customers happen to experience an allergic reaction from using any one of our products, a free replacement will be provided with a tweaked formula to address those concerns. If a refund is preferred (and meets the eligibility requirements), the full amount of said product will be returned to the customer.
- To ensure you’re eligible for a refund, approximately 90% of the product must be remaining in the original container.
- Only cash refunds for the product value are available and it will be processed within one week.
Refunds are not allowed under these circumstances:
- The products estimated arrival time has been delayed.
- The batch you received appears different compared to the previous batch you ordered. Due to the delicate nature of using natural ingredients, the scent, appearance of the product might differ slightly. This does not affect the effectiveness of said product.