Shipping, Return, and Privacy Policies
SHIPPING POLICY
MALAYSIA SHIPPING RATES
We offer an affordable flat rate of RM 10 for all standard shipping within Peninsula Malaysia, which is inclusive of logistics fee, packaging, handling fee, and tax. As for East Malaysia, shipping rates begin at RM18 for the first 1kg.
Otherwise, FREE Delivery! - All orders above RM 199 within Malaysia.
Same Day Delivery Policy
- ONLY for orders within Kuala Lumpur & Selangor ONLY
- Not applicable on weekends & public holiday. If the order is made on weekends or Malaysia public holidays, it will be fulfilled next available business day (according to Malaysia business day)
- For same-day delivery on business days, the cut-off time will be 15:00 or 3:00 pm. All orders made with same day delivery option will be fulfilled the next available business day.
- For same day delivery service, the merchant or seller will use the best available 3rd party provider such as lalamove, Mr. Speedy or others to make the fulfillment.
- If there is adverse weather conditions, natural disasters, system failures or other force of nature circumstances that prohibits the seller/merchant to fulfill the same day delivery service, the same day delivery service order will be cancelled,
- The seller or merchant has the right to cancel or refund the same-day delivery service if the obligations are unable to be fulfilled due to systemic and non-systemic failures in providing the service.
SINGAPORE SHIPPING RATES
FREE delivery for all orders above SGD100 to Singapore.
Otherwise, standard shipping rates start from MYR64.30. Please refer to our online shipping calculator in cart/checkout.
BRUNEI SHIPPING RATES
Rates start from MYR78. Please refer to our online shipping calculator in cart/checkout.
INDONESIA SHIPPING RATES
Rates start from MYR128. Please refer to our online shipping calculator in cart/checkout.
AUSTRALIA SHIPPING RATES
Rates start from MYR153. Please refer to our online shipping calculator in cart/checkout.
HONG KONG SHIPPING RATES
Rates start from MYR50. Please refer to our online shipping calculator in cart/checkout.
THAILAND SHIPPING RATES
Rates start from MYR109. Please refer to our online shipping calculator in cart/checkout.
UAE SHIPPING RATES
Rates start from MYR213.40. Please refer to our online shipping calculator in cart/checkout.
CANADA SHIPPING RATES
Rates start from MYR115.20. Please refer to our online shipping calculator in cart/checkout.
WEST EUROPE SHIPPING RATES
Rates start from MYR192. Please refer to our online shipping calculator in cart/checkout.
For all other locations, please drop us and email or whatspp us to find out shipping rates.
How Long Does Delivery Take?
Peninsula Malaysia
Please allow 2-5 working days for your order to be processed and shipped. Customer is expected to receive within 3-5 business days.
East Malaysia
PosLaju - Please allow about 5 working days for your order to be processed and shipped. Customer is expected to receive within 5-7 business days.
For special requests, i.e. specific delivery day and/or timing do let us know by contacting us / replying to your order confirmation email. We will do our best to accommodate your request.
Where do you deliver to?
We currently deliver throughout Malaysia, Singapore, Indonesia, Hong Kong, Australia, UK & EU, excluding some no-go zones such as military bases etc. If you would like to try our fantastic products, but live outside of those countries above then please drop us an email (care@soluxeshop.com) and we would be very happy to put together a quick quote for you.
Who Do You Use For Delivery?
We use differing local couriers fulfill your orders.
Do I Need To Sign For Delivery?
All our deliveries will require a signature. This is to protect both you and us and to ensure that all deliveries can be tracked.
On request, our couriers may be able to leave parcels inside your gate/ at your doorstep etc. However, your order will considered delivered with no liability taken for any missing parcels.
I Was Not In When You Tried To Deliver
The delivery driver should have left their contact details at your door - Simply give them a ring and they will be more than happy to rearrange a delivery. Please note that additional charges up to 50% of the original shipping rate may apply if you are not present on the 2nd delivery attempt.
Can I Amend My Delivery Details?
Please email us at care@soluxeshop.com. We will endeavor to amend your details if the order has not left the warehouse – If the order is already in transit, additional charges may apply.
Returns & Exchange Policy
We hope you never have the need to return a product to us. Yet should this be the case then we want to ensure that the process is as simple and hassle free as possible.
Please check that you have received the right items before opening the product package.
Generally, we are not able to accept returns/exchanges for opened packages unless it is a contamination issue during transit. Please note that we can only refund the postage costs for returning an item where we sent you the wrong item or the item is contaminated during transit.
Can I change my mind and return a product?
You may return an unopened product or exchange it for a different flavour/product of the same value. The conditions are that you pay for the cost of the collection and the cost of the redelivery (if required).
To receive a refund or a replacement, the item needs to be in the same condition you have received it and within 14 days from the day on which you received the item. Again, please note that we are not able to accept opened packages.
Please contact us at: care@soluxeshop.com, we will assist and provide you with further instructions on how to send the product back to us.
I have received a faulty / damaged product
We always take great care in how we produce your order, but we understand that problems can occur.
If you ever have a concern about any of our products, contact us at care@soluxeshop.com and we will arrange a replacement or refund for you.
Please do remember to contact us within 48 hours of receiving the damaged product to avoid any delays as we may need to lodge a claim with our insurers. We will always try our best but we cannot guarantee any refunds/exchanges if any incident has been reported after 48 hours.
There are missing / Incorrect items in my order!
Please email us at care@soluxeshop.com for help.
There is an extra item in my order
Firstly thanks for your honesty in letting us know! Your honesty will not go unnoticed!
Please email us at care@soluxeshop.com for help and we will arrange to collect the item at your convenience.
VOUCHER POLICY
Where can I use Soluxe printed/e-voucher?
Soluxe printed/e-voucher can only be redeemed at our official website, www.soluxeshop.com.
Can I use Soluxe printed/e-voucher in other currencies?
Both printed Soluxe printed/e-voucher are issued in Malaysian Ringgit and is only good for a single transaction, any amount remaining from the transaction will be forfeited.
What is the validity of a Soluxe printed/e-voucher?
A Soluxe printed/e-voucher voucher is valid for a period of 12 months from the date of issuance, unless stated otherwise. It cannot be redeemed after expiry date.
Can I use multiple vouchers per order?
Only one voucher can be used per order.
Can I use a Soluxe voucher to purchase a promotional item?
Soluxe printed/e-voucher cannot be used in conjunction of any promotions, unless stated otherwise.
Can I redeem the unused balance of my voucher?
Soluxe printed/e-voucher are not refundable or exchangeable for cash and any unused balance cannot be refunded. No change or credit given in the event that the voucher value exceeds the total purchase value – for example where RM100 voucher is used to purchase a RM92.50 item.
Can I replace my lost/damaged voucher?
A Soluxe printed/e-voucher is non-refundable and cannot be replaced if lost, damaged, defaced, stolen, expired and/or voided.
Can I let my friend/family member redeem my voucher?
Soluxe printed/e-voucher are non-transferable and cannot be redeemed by other individuals.
PRIVACY POLICY
This privacy notice discloses the privacy practices for (soluxehop.com). This privacy notice applies solely to information collected by this website. It will notify you of the following:
What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
What choices are available to you regarding the use of your data.
The security procedures in place to protect the misuse of your information.
How you can correct any inaccuracies in the information.
INFORMATION COLLECTION, USE AND SHARING
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you.
We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.
YOUR ACCESS TO AND CONTROL OVER INFORMATION
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
See what data we have about you, if any.
Change/correct any data we have about you.
Have us delete any data we have about you.
Express any concern you have about our use of your data.
SECURITY
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for "https" at the beginning of the address of the Web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at (013) 343 1590 or via email.
REGISTRATION
In order to use this website, a user must first complete the registration form. During registration a user is required to give certain information (such as name and email address). This information is used to contact you about the products/services on our site in which you have expressed interest. At your option, you may also provide demographic information (such as gender or age) about yourself, but it is not required.
ORDERS
We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.
COOKIES
We use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.
If other organizations use cookies or other devices that track site visitors to your site, insert a paragraph like this in your privacy notice:
Some of our business partners may use cookies on our site (for example, advertisers). However, we have no access to or control over these cookies.
SHARING
We share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.
And/or:
We use an outside shipping company to ship orders, and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes beyond filling your order.
And/or:
We partner with another party to provide specific services. When the user signs up for these services, we will share names, or other contact information that is necessary for the third party to provide these services. These parties are not allowed to use personally identifiable information except for the purpose of providing these services.
LINKS
This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.
SURVEYS & CONTESTS
From time-to-time our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.
BY USING OUR WEBSITE, YOU AGREE TO ALLOW THIRD PARTIES TO PROCESS YOUR IP ADDRESS, IN ORDER TO DETERMINE YOUR LOCATION FOR THE PURPOSE OF CURRENCY CONVERSION. YOU ALSO AGREE TO HAVE THAT CURRENCY STORED IN A SESSION COOKIE IN YOUR BROWSER. WE DO THIS IN ORDER FOR THE SELECTED CURRENCY TO REMAIN SELECTED AND CONSISTENT WHEN BROWSING OUR WEBSITE SO THAT THE PRICES CAN CONVERT TO YOUR LOCAL CURRENCY.
SOLUXE NUTRITION RESERVES THE RIGHT TO VARY THESE TERMS AND CONDITIONS AT ANY TIME WITHOUT PRIOR NOTICE.
