Shipping & Returns

1. Delivery charges
2. How long it takes
3. Collection
4. International orders
5. Tracking your order
6. If something is wrong
7. Returns and exchanges
8. Refunds
9. Cancelling an order
10. Get help

1. Delivery charges

We charge one flat rate for delivery anywhere in Peninsular Malaysia and East Malaysia, and orders above a set value are delivered free. Both figures are shown in your cart before you reach the payment step, and again on your order confirmation.

The cart quotes delivery using the same rules the server applies when the order is placed, so the figure you see is the figure you are charged.

2. How long it takes

Orders confirmed before 3pm on a working day are usually packed the same day; after that, the next working day. We do not dispatch on Sundays or public holidays.

Klang Valley

1–2 working days after dispatch.

Rest of Peninsular Malaysia

2–4 working days after dispatch.

Sabah and Sarawak

3–7 working days after dispatch.

These are the courier's own estimates, not guarantees. Festive periods, floods and remote postcodes all add time.

An order paid by bank transfer or DuitNow QR is packed once we have matched your transfer, which is not instant. If you need it quickly, pay online instead.

3. Collection

When collection is offered, you will see it as an option at checkout along with the address and opening hours, and no delivery charge is added. We will tell you when your order is ready — please do not set out before that message arrives. Bring your order reference.

4. International orders

We ship across Southeast Asia. Fragrance contains alcohol and is classed as a restricted item by most carriers, which means international delivery has to be quoted per order rather than calculated at checkout — message us on WhatsApp before you order.

Import duty, sales tax and customs charges in the destination country are the recipient's responsibility. We cannot predict them and cannot refund an order that is refused or destroyed by customs.

5. Tracking your order

Your confirmation contains a private link to your order page. It shows the current status, what you ordered and what you paid, and it updates as the order progresses. Keep the link: it is how you check on an order without needing an account, which also means anyone holding it can see the order, so treat it as private.

6. If something is wrong

Tell us within 48 hours of delivery if your parcel arrives damaged, leaking, incomplete, or containing the wrong item. Send photographs of the outer box and the bottle together with your order reference. We will replace it or refund it in full, including the delivery you paid, and we arrange the return collection at our cost.

Do not throw away the packaging until the claim is settled — the courier will ask to see it.

7. Returns and exchanges

Sealed, unused products may be returned within 14 days of delivery if you have changed your mind. The item must be unopened, with its cellophane and box intact, and in a condition we can sell. You pay the return postage; we refund the price of the goods.

Opened fragrance cannot be returned because you decided you do not like the scent. This is a hygiene and safety rule rather than a preference: an opened bottle cannot be resold, and we have no way to know what has been added to it. It does not affect your rights if the product is faulty.

This is why we sell 5ml sizes. Try before you commit to a full bottle.

Not returnable in any case:

• Bespoke and private-label fragrance made to your brief.
• Personalised or engraved items.
• 5ml sizes and sample vials, once opened.
• Workshop places — see the Terms of Service.

Exchanges. An unopened item can be exchanged for a different size or scent within 14 days. You pay to send it back, we pay to send the replacement, and any difference in price is settled either way.

To start a return, message us with your order reference before you send anything. A parcel that arrives with no reference and no prior message is very hard to match to an order.

8. Refunds

Refunds go back the way you paid. Online payments are returned to the same card or bank account; bank transfers and DuitNow payments are returned to the account they came from. We process a refund within 3 working days of approving it, and your bank then takes its own time — typically 3 to 10 working days.

If a gift code was used on the order, the code is released back to you rather than refunded as cash.

9. Cancelling an order

You can cancel free of charge at any point before your order is dispatched — message us with the reference. Once it is with the courier it has to be handled as a return.

10. Get help

Message us on WhatsApp, call +6019-334 9486, or use the contact form. Have your order reference ready — it is the fastest way to get an answer.

Returns address
SMOVF FRAGRANCE SDN. BHD.
No. 15, Jalan 4/91A, Taman Shamelin Perkasa
56100 Kuala Lumpur
Malaysia