Return and Refund Policy

How does the order process work?
Once you have placed your order on lipscarpenter.com, an email confirmation will sent. LIPS CARPENTER will fulfil the order in accordance with the email confirmation.
Can I cancel an order?
Our team usually fulfils order at the soonest and most of the time, within the same day. Personalised order like customised lipstick and mirror with name engraving are made-to-order, cancellation is not accepted if the products have been crafted. For other ready-made items, if you change your mind within a day, please contact us immediately. If the order has not been processed or shipped, we will do our best to process the cancellation for you. Once an order is delivered, no cancellation, return or exchange is accepted for hygiene purpose.
How do you pack my order?
All the purchases come in paper box, depending on the items purchased and they look cute and nice! If you have special request on how it should be packed, including writing a love letter, please key in your request when placing order.
How do I place a return or exchange?
We’re sorry you didn’t love your LIPS CARPENTER. Due to the small-batch and natural qualities of our products, we couldn’t accept returns and exchanges. But speak to us, we’d love to hear your feedback and happy to see how we can help.
What should I do if I receive the wrong product?
Sorry for the inconvenience caused! We have a very small team and sometimes we work even when it is way past sleeping time. Please contact us immediately and we’ll be sure we jump on top of things immediately to get you the Lips Carpenter you ordered!
What should I do if I receive broken product?
Sorry for the inconvenience caused! We minimise the risk of parcel being thrown and mistreated during delivery. However, we don’t have full control of how the postmen take care of the parcel. Do not worry. Just contact us immediately and we’ll be sure we jump on top of things immediately to redeliver you the order!
How does refund work?
If for any reason, we are unable to fulfil your order, we will let you know at the soonest. If we have already received payment for such order, we will attempt to refund the applicable amount using the same method used to make the payment. If, for any reason, alternative arrangements are necessary we will notify you to work on settling the refund. We will provide a full refund if the refund request is made before the products are made or shipped. Please contact us immediately. Note that LIPS CARPENTER operates the site in Malaysia Ringgit, LIPS CARPENTER is not responsible for currency fluctuations that occur when issuing refunds to a credit or debit card denominated in a currency other than Malaysia Ringgit. We will not refund any bank charges.

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