QUESTIONS ABOUT ORDERING ONLINE & DELIVERIES
Please note that during MCO 2.0, we will ship all orders on Saturdays only. Tracking numbers will be sent to you directly via E-mail.
1. How long does it take for me to receive my order?
Upon confirming and paying your order, you will receive an order confirmation email.
Kindly check and confirm your email address, shipping address, items ordered and order notes (if available) from the confirmation email.
After 2-3 working days, you will receive a shipping update email with a tracking number. Click on the tracking number to track your parcel.
If you’ve ordered and did not receive any email, do check your JUNK/SPAM folder. It’s also possible that you might have entered a wrong email address, contact us at firstname.lastname@example.org if you did not receive any email.
2. What courier service are you using?
To ensure for safety and reliability, we only use J&T for Peninsular addresses, and Citylink OR J&T for Sabah/Sarawak addresses.
3. Can I pay by ATM machine?
Sure you can! Upon confirming and paying your order, please choose BANK TRANSFER as your method of payment. You will be forwarded to the page where you need to upload the picture of your bank-in slip or the screenshot of your proof of payment. Please do not skip this step or we won't be able to process your order.
4. I just ordered today, when will I get my parcel?
Normal orders will take around 1-2 working days for us to prepare, before passing it to our designated courier. Courier delivery time varies depending on your address, please refer to our Shipping Page for more detailed information.
In case some items are unavailable or require longer time to handmade, our team will contact you.
For custom orders e.g. Custom Hand Sanitizer/ Custom Greeting Card/ Custom Lip Balm, please allow additional 1-2 working days to dispatch.
5. Can I ship to multiple addresses?
You will need to create a new order online if you would like to ship to more than one address.
6. What happens if my parcel has gone missing?
We take pride in packaging your parcel beautifully and securely. Please refer to our Shipping Page for more detailed information.
QUESTIONS ABOUT OUR WONDERFUL PRODUCTS
7. Where are your products made?
All of our products are handmade locally by our exclusive crafters in Subang Jaya.
We source ingredients from Australia, UK & USA.
8. Are your products hand-made?
Yes, each and every product of LLORA is handmade by our exclusive crafters locally.
9. Are your products Lab-tested?
Yes, our products are Lab-tested, 100% clean and 100% safe to use.
10. Are your products truly Natural and Cruelty-Free?
YES. We handmade each product upon receiving orders to make sure their freshness. We do not use any synthetics, harsh preservative/chemicals and we never ever test on animals!
11. Are your Essential Oils 100% pure?
Yes, all of our Essential Oils are 100% Pure. We screen our essential oils quality very seriously.
12. Are your products suitable for sensitive skin?
Absolutely! Each and every product we have is formulated for sensitive skin. But, every skin is different! To be absolutely sure, please do a patch test beforehand.
More on how to do a patch test: http://www.webmd.com/allergies/guide/skin-test
QUESTIONS ABOUT GIFTING
13. Can I purchase a gift from LLORA to be delivered straight to friends & family?
Absolutely! We love to be a part of any celebrations you may have.
Purchase as usual from www.llora.my
On billing information, fill up your own address and contact. For any order updates, we will always contact the number on your billing information.
On shipping information, fill up your recipient’s address and contact. Our courier partner will contact the number on your shipping information to arrange for delivery without revealing the parcel content.
We won't include order invoices in parcels ;)
14. I would like to send a gift for a friend, how will my purchases be packed?
We will only include gift boxes for purchases RM 50 and above (excluding shipping cost).
If there are some products that can’t be fit into our standard gift box even if your purchase is more than RM 50, we will pack it in a separate box for you and ensure that it will be gift worthy!
We have several gift boxes sizes and we will choose the best fit for the products accordingly
15. Can I add a custom message for the gift?
Yes, definitely! You could leave custom messages on the product page.
For other orders, leave the custom message on order notes before checking out.
(Upon receiving your order confirmation email, kindly double confirm your order notes)
Do you have a question for us? Compliments? Complaints? Product ideas? Or simply want to say 'Hi'?
Leave us a message and we will get back to you in 24 hours ;)