Shipping policy
SHIPPING POLICY
We carefully pack every LULUMI order to help ensure your candles arrive safely and beautifully. ♡
1. MALAYSIA SHIPPING
We ship our handmade candles to customers across Malaysia.
Shipping fees are calculated based on the delivery location, parcel size, weight and available shipping method. The applicable shipping fee will be shown at checkout.
Please make sure your delivery address and contact information are complete and accurate before placing your order.
2. INTERNATIONAL SHIPPING
We welcome selected international orders.
International shipping fees and available shipping methods may vary depending on the destination, parcel size and weight. The applicable shipping fee will be shown at checkout where available.
Some products may not be available for delivery to certain countries due to local import regulations or shipping restrictions.
3. PROCESSING TIME
As our products are handmade, please allow time for us to carefully prepare, check and pack your order before it is handed to the courier.
Ready-made products are generally processed within the timeframe stated on the product page or at checkout.
Custom-made orders may require additional preparation time. We will inform you if your order requires a longer processing period.
4. DELIVERY TIME
Delivery times depend on the destination, courier service, shipping method, customs clearance and other circumstances outside our control.
Estimated delivery times are provided as a guide only and are not guaranteed.
Once an order has been handed to the courier, delays caused by the courier, customs authorities, weather, public holidays or other circumstances beyond our reasonable control may occur.
5. INTERNATIONAL TAXES, DUTIES AND CUSTOMS
For international orders, customers may be responsible for applicable import duties, customs charges, VAT, GST, sales taxes or other taxes imposed by the destination country.
These charges are determined by the customs and tax authorities of the destination country and are the responsibility of the customer unless otherwise stated at checkout.
LULUMI.co is not responsible for additional charges, delays or fees arising from customs clearance, import regulations or taxes imposed by the destination country.
Customers are responsible for ensuring that the products they order can be legally imported into their destination country.
6. MALAYSIA SST
For orders delivered within Malaysia, MAGIC TOY MART is currently not registered for Sales and Service Tax (SST).
No SST is separately charged by LULUMI.co on orders unless otherwise stated.
If our SST registration status changes in the future, applicable taxes will be charged in accordance with applicable Malaysian tax laws.
7. PACKAGING
Each candle is carefully packed to help protect it during delivery.
Because candles may be affected by temperature and handling during transportation, slight changes in appearance may occasionally occur during shipping.
8. DAMAGED ORDERS
If your order arrives damaged, please contact us within 48 hours of delivery.
Please provide:
• Order number
• Clear photos of the damaged product
• Clear photos of the outer packaging and shipping box
• Clear photos showing any visible damage to the packaging
• A continuous unboxing video, where available
We strongly recommend recording a continuous unboxing video when opening your parcel. The video should clearly show the unopened parcel, shipping label, outer packaging, the opening process and the condition of the product when first removed from the package.
Please keep the original product, packaging and shipping materials until your case has been reviewed.
We will review the information provided and determine the appropriate solution in accordance with our Returns & Refunds Policy.
9. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
LULUMI.co is not responsible for delivery issues caused by incorrect, incomplete or outdated address information provided by the customer.
Additional shipping or redelivery charges may apply where applicable.
10. REFUSED, UNCOLLECTED OR UNDELIVERABLE PARCELS
If a parcel is returned because the customer refuses delivery, does not collect the parcel, provides an incorrect or incomplete address, or is unavailable to receive the parcel, the order is not automatically eligible for a refund.
Additional shipping, return-to-sender or redelivery costs may apply.
Custom-made orders may not be eligible for cancellation or refund once production has started.
11. CONTACT US
If you have any questions about shipping or delivery, please contact us:
MAGIC TOY MART
202403245972 (003647922-W)
B-06-02, Streetmall One South,
Jalan OS, Seksyen 6,
Taman Serdang Perdana,
43300 Seri Kembangan,
Selangor, Malaysia
Email: hello@lulumi.co
Phone: +60 17-713 9181
LULUMI.co is a brand operated by MAGIC TOY MART.