Thanks for shopping at Dale & Cecil Malaysia.
If you are not entirely satisfied with your purchase, we’re here to help.
1. Return / Refund / Exchange Policy
We do not accept returns of products. All products are non-refundable.
Exchanges are allowed within 3 working days after the item is received if the product delivered is incorrect or damaged.
Requests for exchange for products purchased through shop.daleandcecil.com.my must be made by emailing to [email protected]. We will reply to you within 3 working days; or you may contact us at +6016-7019939 during working hours. Requests to exchange a product must be pre-authorized before the product is returned. Exchanges will only be accepted for full, unopened box or cans, with at least 6 months of expiry date remaining.
Dale & Cecil’s products that were purchased from a retail store cannot be exchanged through Dale & Cecil Online Direct Store.
2. How to exchange incorrect / damaged goods?
If you received wrong item(s) or damaged item(s), please retain the box, packaging and all contents and get in touch with our Customer Service ([email protected]) to exchange the incorrect / damaged goods within 3 working days after the item is received and include the following details in your enquiry:
- Order Number
- Order Receiving Date
- Name of the Item
- Product Condition
- Reason of Return
- Photo of the product’s expiry date
- Photo Evidence of Incorrect / Damaged Products
Customer service representative will process the exchange enquiry within 3 working days and inform the customer with the exchange status.
If you are entitled to an exchange, the customer service representative will contact you and arrange for the shipping company to collect and exchange the products from you at the arranged time within 14 working days.
Important Note: Please note that returns are strictly not applicable for any promotions.
3. How can I report missing item(s) received?
You can get in touch with our Customer Service ([email protected]) within 3 working days after the item is received and include the following details in your enquiry:
- Order Number
- Name of the Missing Item
Customer service representative will process the enquiry within 5 working days and will make necessary arrangements with you directly.
4. Can I return a retail store purchase?
Unfortunately, Dale & Cecil’s products that were purchased from a retail store cannot be exchanged through Dale & Cecil Online Direct Store. We apologise for the inconvenience caused!
If you have any questions on how to return your item to us, contact our Dale & Cecil Careline
DALE & CECIL CARELINE
Phone Number: +6016-701 9939
Monday to Friday, 9.00am – 4.30pm (Excluding Public Holiday)