FAQ

DELIVERY

WHAT ARE THE DELIVERY CHARGES?

We are offering free local delivery for any order.

We are unable to ship internationally at this moment.

*We reserve the right to modify delivery charges without prior notification.

Deliveries usually take 3 – 7 working days for West Malaysia and 6 – 10 working days for East Malaysia after the order is dispatched and will be delivered by a courier. Under exceptional circumstances orders may take longer than the published timings to be delivered.

Please provide a full delivery address in English and telephone contact number when you place your order to avoid delays.

Please note that during certain busy periods such as Eid Holiday, Chinese New Year, Sale, Christmas and other holidays, orders may take a little longer than usual to be dispatched and delivered.

HOW LONG DOES DELIVERY TAKE?

We aim to dispatch your order within a maximum of 3 - 7 working days, but please allow up to 7 working days from confirmation of order for delivery. We will email you once your order has been dispatched. All orders will be shipped using a courier service and a signature is required upon delivery, so please ensure that there will be someone available to receive and sign for your order.

HAS MY ORDER BEEN DISPATCHED YET?

When we dispatch your order, we will send a dispatch confirmation email to let you know your item are on their way. If you have not received this email after 7 working days after placing an order please contact us at contact@lancel.com.my

CAN I SHIP TO AN ALTERNATIVE ADDRESS?

You can choose to get your item delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the delivery address once the order has been placed. If you need immediate assistance, please reach us at contact@lancel.com.my

DO I NEED TO SIGN FOR MY ORDER?

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

ORDERS

DO I NEED TO HAVE AN ACCOUNT TO PLACE AN ORDER?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.

I HAVE FORGOTTEN MY PASSWORD

Don’t worry, it happens. Just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

WHY ARE THE PRICES DIFFERENT ONLINE AND IN STORE?

From time to time our stores may run special local promotions that may not be available on our website or we may offer special discounts online that are not available in stores.

HOW WILL I KNOW YOU RECEIVED MY ORDER?

We will send you a confirmation email straight after your order has been placed. If you do not see this email in your inbox please check your junk/spam folder.

CAN I CHANGE AN EXISTING ORDER?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process. If you need any assistance, please contact us immediately at contact@lancel.com.my

CAN I CANCEL AN ORDER ONCE IT HAS BEEN PLACED?

You can’t cancel an order once it is placed. If you need any assistance, please contact us at contact@lancel.com.my as soon as possible. If your order has already been dispatched, you can return it within 14 days of receipt of item.

WHY WAS MY ORDER CANCELLED?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible.

WHAT PAYMENT METHODS CAN I USE?

We accept Credit Card (Visa, Master, AMEX), FPX Online Banking, E-Wallet via Razerpay (TnG, Boost, GrabPay, MAE), Paypal and Atome BNPL.

WHAT CURRENCIES DO YOU ACCEPT?

All transactions will be made in Malaysia Ringgit. All prices displayed online are not subjected to tax.

WHAT ARE YOUR COMPANY DETAILS?

Lancel are sold to you by the following company - this is the name that will appear on your credit card statement

Company address:

FJ Benjamin (M) Sdn Bhd 
12th Floor, KH Tower (formerly Menara PanGlobal) No 8 Lorong P Ramlee 50250 Kuala Lumpur

Email: contact@lancel.com.my

RETURNS

HOW LONG DO I HAVE TO RETURN MY ITEMS?

If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition and packaging within 14 days of receipt. All returns will need to be arranged from our end, via our Online Self Return Form. We are unable to make exchanges for online purchases.

Returns are applicable to full priced items only. We do not allow returns, exchanges or refunds on sale items. If the promotion has a minimum purchase requirement, the promotion will no longer apply when partial returns are made. The refunded amount will exclude that of the promotional amount.

HOW DO I RETURN MY ITEMS?

We will require your cooperation and understanding in adhering to the packing requirements and regulations prior to returning the goods to us. Please find the regulations here: https://easyparcel.com/my/en/packaging/

Should you opt for a self-return arrangement that is not arranged through us, we will not bear any responsibility for the loss and damage of the goods shipped to us. All returns will need to be arranged from our end, via our Online Self Return Form.

MY orders can be sent back to us free of charge with EasyParcel; Poslaju or Pgeon Drop Off Point or Home Pick Up (Selected Area).

Orders cannot be returned to any Lancel store. Items cannot be returned to a Lancel concession or franchise. All returns must be accompanied by an invoice. Refunds will be processed to the original payment card.

HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?

Once the Return goods are received and passed quality inspection, Returns usually take 14 working days to be credited back to your account after receipt of goods. Once we have processed your return or exchange, we will send you an email to let you know it has been processed.