There is something wrong with my order, what should I do now?
Unpacking your Rituals order is almost as exciting as opening a gift. That’s why we do
everything we can to deliver your products properly. Has unpacking your order been an
unpleasant experience due to one of your products being missing or damaged? Please inform us
on how we may assist you, so that you can enjoy your latest purchases as quickly as
possible.
Tip: if you’ve ordered multiple or large products and your order is
incomplete, always check if we are delivering your order in multiple parts if we are
delivering your order in multiple parts.
Why didn't I receive my Order Confirmation email?
First things first - make sure to check your spam folder! Your order confirmation
will generally arrive within an hour completion of your order.
If you didn't receive your Order or Shipment Confirmation email, please contact us via
our customer service at cs@rituals.com.my and we can confirm the email address associated with your account.
We often find that incorrectly typed email addresses are often the cause of missing
emails.
Changing or cancelling your order
When you submit an order through our checkout page, the processing begins, and it
can’t be changed or cancelled.
How can I check the status of my order?
It is easy to stay up to date on the status of your order:
All you need to do is log into My Account and review your order history.
Note: It may take up to 48 hours after an order has shipped for tracking
information to appear. You will receive a Shipment Confirmation Email once
your items have been shipped.
Pricing
Prices are quoted in Malaysian Ringgit. Rituals Cosmetics reserves the right to make price
changes prior to an order placed by you. All items follow Rituals Cosmetics pricing unless
otherwise stated in promotion or Gifts With Purchase. Rituals Cosmetics reserves the right to
cancel or not move to process your order if the product(s) ordered is discontinued or
out of stock; order does not meet the order criteria set above on pricing; order was
made during web maintenance and caused by a system glitch.
Cancelled item(s) / order
Sometimes orders or items from an order are cancelled by our system. The reasons vary
from errors in billing information to items that have sold out. If, for any reason, your
order or items are cancelled, we will email you with a detailed explanation. You will
not be billed for any cancelled items.
PLEASE NOTE: When you submit an order through our checkout page, it begins to
process and can’t be changed or cancelled.
My payment has suddenly been refunded, what will happen to my
order now?
There can be various reasons why we have to cancel your order and refund the purchase
amount. You can safely assume that your order is no longer coming, please place another
order. In this way you can still enjoy your favourites as quickly as possible.
Something has changed with my order
We may have to amend your order before we dispatch it, for example when items are out
of stock or can't be delivered to your address due to shipment restrictions with our
carrier. Naturally, we will inform you which products are on their way to you, and we
will refund the purchase amount of the cancelled products.
How do I update my mailing address?
When you submit an order through our checkout page, it begins to process, and your address can’t be changed. Before submitting the order, please ensure all information are correct. We apologize for any inconvenience caused.
What if I received the wrong item from my online order?
If your order arrives with a wrong item, please contact us at cs@rituals.com.my. We will be happy to take a look at your order and discuss options!
Why didn’t I receive an invoice with my order?
We are working to provide a paperless experience. Don’t worry! You can find all your order information under the Orders section in your online account. You will also be able to download your invoice from your account.
Can I get my order gift wrapped?
Unfortunately, we are not able to do personal gift wrapping at the moment. However, our gift sets do come pre-wrapped for your convenience should you wish to gift it.
Need some help?
Contact our customer relations team through one of the below
channels
Available for all your questions from Monday - Friday, 10.00 - 21.00
Level 19, Wisma UOA2, Jalan Pinang, Kuala Lumpur 50450 Malaysia
VALIRAM GROUP RESERVES THE RIGHTS TO AMEND AND/OR VARY ANY TERMS FROM TIME TO TIME WITHOUT PRIOR NOTICE.