Shipping & Delivery
1. Do you deliver out of Malaysia?
Sorry, I’m afraid we do not have delivery coverage out of Malaysia.
2. How much is delivery?
Delivery fee will be determined by weight of package and delivery destination. We deliver to West Malaysia with free shipping for all orders amounting to RM400 and above.
A RM10 shipping deduction will be applied for East Malaysia order RM400 and above.
Just key in promo code FREEDEL upon checkout. Free delivery is only valid for orders with MIWAKO or MIWACARE series. Free delivery is not valid for e-Gifts.
3. When will my order be processed?
We accept online orders 24/7.
For orders purchased before 11am on Mondays – Fridays, it will be processed on the same day.
For orders purchased after 11am on Mondays – Thursdays, it will be processed during the following working day.
For orders purchased after 11am on Fridays, or weekends, it will be processed on Monday or next working day.
Once you place your order, we will send you a notification with a tracking number to track the status of your order on NinjaVan‘s portal. Do note it can take up to 24 hours for tracking details to be visible.
4. How long does it take for my order to arrive?
Delivery takes 1-14 business days once your order is processed. Delivery time depends on the delivery destination. Do expect delays in delivery during public holidays, extreme bad weather or any type of natural disaster.
5. When will my order arrive?
Dale & Cecil wants to offer you fast delivery when shopping on Dale & Cecil Online. We are targeting to have your parcel delivered within 48 working hours (2 working days) after placing an order.
Once you place your order, we will send you a notification with a tracking number to track the status of your order on J&T Express’s portal. Do note it can take up to 24 hours for tracking details to be visible.
For any delivery enquiries, please reach out to [email protected]
Returns & Exchanges
1. What is your return and 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 can I return or exchange?
Step 1:
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
Step 2:
Customer service representative will process the exchange enquiry within 3 working days and inform the customer with the exchange status.
Step 3:
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. Can I change my address after making an order?
Unfortunately, we are not able to allow changes to your address after an order has been placed. Please cancel the order and make another purchase with the correct details. If you need more help, please reach out to Dale & Cecil Careline at +6016-7019939 or drop us an email at [email protected]
Account
1. Help! My account is not working.
Please write to us at [email protected] with the subject: Account Activation – <Your Email Address>. We will send an activation email to you to activate your Dale & Cecil Online account
Payment
1. How do I pay for my order?
We accept payment via stripe (Local Internet Banking, Credit/Debit Cards and e-Wallet), Bank Transfers, GrabPay and Cash Deposits.
*Orders with no payment notification within 24 hours will be cancelled automatically without notice. Cash refund is strictly not allowed even payment done within the time limit.
2. How long does it take to verify my payment?
Please kindly give us up to 24 hours to verify your payment, do take note that weekend and public holiday is not our working day.
3. What if I cannot make payment within 24 hours but am still interested to get the items?
Kindly email us at [email protected] if you cannot make payment within 24 hours. We will assist you from there.
MIWACLUB
For MIWACLUB related FAQs, kindly refer to https://www.miwaclub.com/p/faq
Subscription
1. How does the Dale & Cecil subscription plan work?
The Dale & Cecil subscription plan offers Dale & Cecil users the option to purchase Dale & Cecil’s products on an automated monthly subscription delivery system.
Once you’ve made your first order, gift selection, payment, delivery, and order confirmation for the subsequent months would be triggered on the same date of each month. For example, if you made your first order on 6 Sep 2022, your next payment will be triggered on 6 Oct 2022. Delivery will take 2 – 5 working days.
2. Is there a specific date on which I can make my order?
You may place your order on any day of the month. However, do note that your subsequent deliveries will be triggered on the same date of each recurring month as the date you made your first order. For example, if you made your first order on 6 Sep 2022, your next order will be triggered on 6 Oct 2022.
3. When will I be charged for my order?
Your order will be triggered on the same date of each recurring month as the date you made your first order. For example, if you made your first order on 6 Sep 2022, your next payment will be triggered on 6 Oct 2022. Delivery will take about 3 – 5 working days.
4. What happens after I sign up?
Upon signing up for our subscription plan, you will receive your order products within 3 – 5 working days once your order is confirmed and payment successfully made.
For deliveries in the subsequent months,
- Payment will be triggered and automatically processed on the same date of each recurring month as the date you made your first order. You will receive your order within 3 – 5 working days once payment is successful.
- Subscription will continue until you choose to cancel.
5. Are there any sign-up fees?
There are no sign-up charges for the Dale & Cecil subscription plan.
6. Do I pay monthly for this subscription?
Yes, the payment will only be deducted from your credit card on the same date of each recurring month as the date you made your first order. For example, if you made your first order on 6 Sep 2022, your next payment will be triggered on 6 Oct 2022. The payment process will be automated.
7. When will my next delivery be?
Monthly recurring subscription orders will happen on the same day of the month as your first order, and delivery will be arranged automatically and delivered to you within 3-5 working days after successful monthly payment.
As a gauge, here is the standard delivery schedule for orders
For orders purchased before 11am on Mondays – Fridays, it will be processed on the same day.
For orders purchased after 11am on Mondays – Thursdays, it will be processed during the following working day.
For orders purchased after 11am on Fridays, or weekends, it will be processed on Monday or next working day.
8. Can I change my delivery dates?
Unfortunately, the delivery schedule of the subscription plan is automated to happen on the same day of the month as your first order. Hence, we are unable to change the delivery period.
If you are unavailable to receive your items during any month, you may indicate your delivery instructions accordingly. Examples could be to place it in the shoe rack, riser. Alternatively, you may change your delivery address for that month to another address to receive on your behalf. Please note that new addresses need to be received 3 working days before your order renewal date. You may switch back to your original address after this delivery.
9. Can I change my product assortment under my subscription?
No. If you are looking to increase the number of bundle(s) delivered to you monthly, you will need to sign-up for a new subscription plan for the additional bundle(s).
If you are looking to switch your product range, you will need to cancel your current subscription plan and sign-up for a new subscription with new product assortment.
11. Can I select the frequency of my order delivery to be weekly or quarterly?
At this point, we only offer monthly subscription plans.
12. Can I cancel the subscription plan after I sign up?
You may choose to cancel the plan anytime.