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Frequently Asked Questions
Purchase
For items within our inventory: We will ship out your items within 2-5 business days after we have received the payment. Once we have shipped out your order, you will be receiving a tracking number that will be attached to your order. If our processing times are delayed, we will notify you right away. If you need your order soon, please contact us before making the payment to inquire if we can perform immediate delivery/shipping. For international order, we will try our best to see what we can do for you.
For items outside of our inventory: Please do check the product page for any additional information regarding to shipping.
We have a few categories, some of the products are available in our inventory, and some of the products will be shipped by the brands or authentic sources. The latter type includes local sources and international sources. We will clarify the type of products within the product page.
Unfortunately, all sales are final. We are unable to offer any refunds, cancellations or exchange any of the products you have purchased. Please make sure that you have purchased the correct items before making the payment. We utterly appreciate your understanding.
We will try our best to help you. Please contact us immediately if you need to change your shipping address. We will be able to change your address if your order has not been processed yet. However, if the order has been processed, you may inquire the corresponding courier company to change the address with them.
Please note that we are not responsible for packages that are delivered to the wrong address due to incorrect shipping address provided at checkout. Please double confirm that your shipping address is correct before placing your order and making payment.
Every product from “Arbatel Apotheca” is meticulously crafted using organic ingredients, including dried and fresh herbs as well as fruits. These products are entirely free from artificial dyes and fragrances, aligning with our commitment to natural and wholesome components.
We want to clarify that “Arbatel Apotheca” products are not intended for the purpose of curing or treating ailments, injuries, or illnesses. We advise all users to perform a patch test with our oils before regular application and to contact us with any inquiries about potential allergens. Prior to making a purchase, it is the responsibility of the customer to communicate any personal allergens or sensitivities to us.
The typical shelf life of “Arbatel Apotheca” products is approximately 6 to 8 months. We want to emphasize that these items are not suitable for consumption and should not be ingested unless stated otherwise.
All the items listed as available in our inventory are made and/or packaged within an environment that is safe for pets.
However, we want to bring to your attention that there is a possibility of cross-contamination with certain substances. Specifically, we cannot guarantee the prevention of cross-contamination with nuts, tree nuts, eggs, animal fur, and sesame. Even though our products themselves may not include these elements in their composition, the production and packaging processes occur in spaces that have had exposure to these substances.
If you have any concerns about allergen information, we encourage you to get in touch with us before making a purchase. We will be more than happy to provide you with the exact details you need.
Payment method
Local Customers: We currently only offer the QR Duitnow Payment option for the moment.
International Customers: We will share a Stripe payment link for payment.
Our suggestion is to top up to TNG or other methods that accept QR payments using your credit card. In that way, you can subscribe to your Easy/Flexi/Extension Payment Plan that your bank offers you.
Local Deliveries within Malaysia
You may calculate the shipping charges with the calculator on the cart page. All of the shipment charges are calculated by the weight and ZIP code that is being shipped. For locations where the calculator is deemed unavailable, please contact us for more information.
If your location is not available, before placing the order, please contact us to check with other postal services to see if your location is available and if we can provide you with the most suitable quotation for the shipping fee. Once you have confirmed that you would like to proceed, please check out and inform us. We will amend the order form with an additional shipping fee and send you the email confirmation for the order so that you can proceed with the payment.
Unfortunately, we are not responsible or liable for any delayed, lost, or stolen packages during transit, even if the packages are marked as ‘delivered’. We do not have any control over the management or task orders that are placed on the courier staff. Hence, it is advised that you contact your local post office or corresponding carrier immediately for more information.
However, we can try to liaise with the courier company for compensation. Please note that our attempts to appeal may not guarantee successful results, especially when the items are non-compensatory.
By default, we make sure that we check and inspect all of the products before packing them for shipment/delivery. In some situations, we would be able to take pictures/videos of the content as proof before shipping it out.
As listed in the T&C, we are not liable for the condition of the package once it has been handed over to the courier companies. However, we can try to liaise with the courier company for compensation. Please note that our attempts to appeal may not guarantee successful results, especially when the items are non-compensatory.
International Shipping
We are willing to try for you! Please contact us before you make an order. We will get in touch with you immediately.
All international orders are subject to and may be charged customs and duty fees as defined by the country of import. There might be additional customs charges for certain countries due to extended processing times for invalid or unclear parcel categories and content declared. For custom procedures and CIF values chargeable for clearance fees, please visit the official customs website of your country.
We are not responsible for any fees associated with import. These fees are not included in your purchase or shipping charges and must be paid by the parcel recipient.
We are using EasyParcel. They have a list of items that you may refer to for your order shipping and delivery that may be prohibited (domestically/internationally) and non-compensatory.
If you would like us to use another courier company that compensates for damages of beauty/cosmetic products caused by the courier staff, please send us an email before placing an order. The shipping fee quotation will change accordingly as well.
Unfortunately, we are not responsible or liable for any delayed, lost, or stolen packages during transit, even if the packages are marked as ‘delivered’.
We do not have any control over the management or task orders that are placed on the courier staff. Hence, it is advised that you contact your local post office or corresponding carrier immediately for more information.
By default, we make sure that we check and inspect all of the products before packing them for shipment/delivery. In some situations, we would be able to take pictures/videos of the content as proof before shipping it out.
As listed in the T&C, we are not liable for the condition of the package once it has been handed over to the courier companies. However, we can try to liaise with the courier company for compensation. Please note that our attempts to appeal may not guarantee successful results, especially when the items are non-compensatory.
All of the international orders will need to be cleared by the local customs of the recipient address first. They may hold onto your package for further inspections (or for other reasons). Please be informed that we do not have any contact with the customs or the control of their decision. Furthermore, once the package has left our country (Malaysia), we would not be able to track it until it reaches the destination. You may choose to inquire your local post office for more information about your order as we would not call or have contact with other post offices in other countries.