FAQs

Shipping 

1. Where do you ship from?
   

   We are currently based in Malaysia, Kuala Lumpur.
   
   

2. Where do you ship to?

   
   We currently delivery to nationwide Malaysia only. We will be planning to ship worldwide in the future. If you are from other countries and intend to purchase, kindly drop us an email at support@fleur-apothecary.com for more information.

3. How long is the processing time?

   
   We take 1-3 working days to prepare, pack and fulfill every order. Every scent is freshly blended and bottled.
   
   

4. How long is the delivery?

   
   All West Malaysia package should take around 1 - 3 working days from the estimated date of shipment given.
   
   All East Malaysia package should take around 5 - 9 working days from the estimated date of shipment given.
   
   This excludes weekends & public holidays.
   
   

5. What is your return policy?

   
   All perfume sales are final and non-refundable.
   
   Please note that exchanges are only available if you have received a damaged order.
   
   Exchanges and refunds will not be given for items ordered in the wrong size, colour, or quantity, so make sure to review your order before making payment. Only if the item you've received is defective or damaged, you may send email us at support@fleur-apothecary.com within 7 days of receiving.
   
   The condition of the product will be reviewed by Fleur Apothecary upon receiving it and the exchange will proceed once the product has been approved. Exchanges are based on availability of stock, so unfortunately, if the product has been sold out, we will proceed with a refund.
   
   If we do not receive it within the given time frame, we will not proceed with the request. Please ensure that the product is new, unused, with no additional damage, and in the original box or packaging with no evidence of service, alteration, wear of any kind.
   
   Please note that Fleur Apothecary does not cover the cost of any return shipping. If the non-faulty returned product is found to be non-defective, Fleur Apothecary will send it back to the customer.
   
   

6. Does the shipping cost include the customs, duties or taxes for international orders?

   
   Normally, we will declare the item as a gift for international customers to help avoid heavy taxes. For Singapore customers, you will be charged when your order amount is exceed SGD400 only.
   
   Customs, duties and taxes are not included in the item price or shipping cost. We ship all international orders delivery duties unpaid (DDU), which means any fees are charged once the parcel reaches its destination and must be paid by the recipient.
   
   Unfortunately these fees are beyond our control, and we are unable to cover them for our customers.
   
   

7. Do you have next / same day delivery?

   
   We do offer same day delivery for our customers, the fare will be borne by our customers. Please email us at support@fleur-apothecary.com for the arrangement. We will send the parcel with Lalamove / Grab Delivery.
   
   

8. I've made a mistake and need to change my shipping address. How do I do it?

   
   You can make changes to your shipping address before we fulfill your order. Just drop us an email to support@fleur-apothecary.com with your order details and new shipping address, and we will assist you as soon as possible.
   
   

9. How do I track my package?

   
   You’ll receive a tracking number in a separate email from your confirmation email.
   
   If you have not received your tracking number for pre-order item purchased within 14 working days of making your purchase, please drop us an email with your order number to support@fleur-apothecary.com.
   
   

Orders & Payment

1. I haven’t received my order confirmation email, what should I do?

   
   If you have not received your order confirmation email within 24 hours of making your purchase, please drop us an email at support@fleur-apothecary.com, together with your order number, and we’ll look into it for you.
   
   

2. What should I do if I receive the wrong product?

   
   We're so sorry for the issue. Please kindly drop an email to support@fleur-apothecary.com with attaching your order confirmation and order ID, and we'll look into it for you.
   
   

3. I’ve been charged wrongly for my purchase, what should I do?

   
   Most of the payment will be collected securely from our payment provider. If you accidentally made a wrong item purchase, kindly email to our support@fleur-apothecary.com including your order ID and details.
   
   

4. I made two or more orders, can I combine my orders?

   
   We will ship our customers order together if we found out they have 2 or more different orders with a same shipping address.
   
   

5. Can I use multiple promo codes at checkout?

   
   The answer is no. Our website service provider only allow 1 promo code / active discount at the same time.
   
   

6. What forms of payment do you accept?

   
   At the moment, we only accept payments from Visa or Mastercard credit and debit cards via Paypal.
   
   You could also opt for Bank-In Payment,
   If you happen to have missed the payment details, kindly email us at support@fleur-apothecary.com and we will email you the bank-in details there.
   
   

About Fleur Apothecary

1. What is Aromatherapy X Perfumery?

   
   A cross between aromatherapy & perfumery, Fleur designs and create plat-based scents that smells divine while providing you with aromatherapeutic benefits, while nourishing your skin!
   
   Aromatherapy is a holistic healing treatment that uses natural plant extracts to promote health and well-being. Sometimes it’s called essential oil therapy. Aromatherapy uses aromatic essential oils medicinally to improve the health of the body, mind, and spirit. It enhances both physical and emotional health.
   
   

2. Fleur Apothecary's motto

   
   At Fleur, we value authenticity, transparency & resiliency.
   
   By sourcing and using only authentic essential oils and plant ingredients, we ensure that all our products are truly nurturing for your skin and wellbeing. We also try to keep our ingredient list as straight-forward as possible, so you know exactly what ingredients are being used on your skin and health.
   
   No synthetic fragrance, harmful chemical, or unnatural component of any kind is added during any stages of the distillation process. 
   
   

3. Essential Oil VS. Aroma Oil

   
   Essential Oil (also known as aromatherapy oil) is the genuine extract of aromatic plant with proven therapeutic benefits on our body and emotion. Each plants species has different therapeutic benefits such as assisting sleep, boosting immunity, and etc.
   
   Aroma Oil on the other hand, is made from synthetic fragrance and sometimes added with artificial properties to enhance the aroma. While Aroma Oil focus on its scent to adjust the mood, it often embodies a more aggressive smell with NO therapeutic benefit, and may sometimes be harmful to your health.
   
   

4. Can I ingest Fleur essential oils?

   
   We do not recommend internal use as essential oils requires very specific dosage and blends for medicinal uses.
   
   

5. Can I use EOs on infant or children?

   
   Generally, our products are made for adult use only. Unless a product is specifically made for infants and children, we generally do not recommend using these products on infants or children.
   
   

6. Are scent oils safe to be used around my pets?

   
   It is generally safe to use these oils around your pets. However, do not apply the oils topically or orally to your pets.
   
   

7. Are essentials oils safe to use during pregnancy?

   
   Certain oils are not recommended for use during the full term of pregnancy. There are however certain oils such as Lavender, Roman Chamomile and Mandarin which can provide emotional centering and comfort to the mind and body during this time. We care more about the safety of our customers than selling a product; which is why we go to great lengths to ensure all of our oils are free from adulterants such as pesticides, synthetics, fertilizers, GMOs, etc.
   
   With that being said, using essential oils in pregnancy and breastfeeding can be beneficial, but there are safety issues which should be assessed. Pregnant women should consult their healthcare professional/ research on the essential oils being used from the ingredient list before prolonged use.
   
   Essential oils should not be used in the first trimester of pregnancy or with difficult and unstable pregnancies, to be on the safe side. 
   
   

8. Where should I store my essential oils?

   
   We advise storing them in a room temperature environment, and  make sure to keep your oils away from prolonged sunlight exposure.
   
   Do not store Oils in hot, bright, or humid areas, such as in the bathroom, near a stove, on a window sill or other sunny area, and any places where constantly shifting room temperatures might potentially cause the quality of the oil to deteriorate faster.