Refund Policy

Product Refunds & Returns

 

We only accept product returns or refund requests up to 7 days after the delivery with any of the following reasons:

  1. The product arrives in a damaged condition
  2. You have received a wrong item
  3. There is a functional defect with the product

 

If you have encountered any of the situation above, please email us as soon as possible at eshop@faber-castell.com.my with your order number and a photo of the item’s condition. We will ship out a replacement if the product is available, otherwise, a full refund of the purchase price on your item will be issued.

 

On a case-by-case basis, we might request you to return the item to us. The item shall be unused and in its original condition before a refund or replacement is issued to you.

 

Refund Period

The refund process will take up to 15 working days to return to your account, subject to your payment method.

 

Lost/ Stolen Package

We are not responsible for the lost or stolen packages confirmed to be delivered to the address provided in the order. However, we will try our best to assist you by providing the necessary information, i.e. delivery address provided, date of delivery, tracking information and shipping carrier information for the investigation.

 

Order Modification

We ship your order according to the delivery information provided in your order. It is your responsibility to ensure all the details are correct upon making an order. We do not issue a refund for packages that were not delivered due to the wrong delivery information.

 

If you notice a mistake in your delivery information, please reach out to us immediately so that we can try to modify it before your package is shipped.

 

For further assistance, kindly email us at eshop@faber-castell.com.my.