WHAT ARE THE DELIVERY CHARGES?
We are offering free local delivery for our valued customers and partners for any orders.
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 DO DELIVERIES 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 email@example.com
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 firstname.lastname@example.org
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.
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 email@example.com
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 firstname.lastname@example.org as soon as possible. If your order has already been dispatched, you can return it within 30 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?
Payments are Powered by Stripe. We accept Mastercard, Visa and Amex.
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
FJ Benjamin (M) Sdn Bhd
12th Floor, KH Tower (formerly Menara PanGlobal) No 8 Lorong P Ramlee 50250 Kuala Lumpur
HOW LONG DO I HAVE TO RETURN MY BAGS?
You can return any item for an exchange or refund within 30 days of receipt of item.
DO I HAVE TO PAY FOR MY RETURN?
We offer Free Returns for any orders. Please send us an email at email@example.com with your order number to facilitate a return.
HOW DO I RETURN AN ITEM?
Returned items must be unworn and in their original box. They must also be accompanied with a copy of the invoice and your indications as to whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new model required. Return will only be acceptable if they are in conditions mentioned above.
Please note that if the item you select for an exchange are more expensive, you will need to pay for the price difference. If the bags to exchange are less expensive than those you return, we will refund you the price difference wish to exchange.
Please note that we do not refund postage cost for returned items.
We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
To make your return quicker please:
Return your bags in their original condition as they will be inspected upon return. Any bags that show signs of having been worn may not be accepted by us and returned to the customer. Send them back via your local post office, registered mail and get proof of postage. Lancel.com.my is not liable for goods in transit until they reach our facilities. You may also bring the item to the address provided.
Send us an email at firstname.lastname@example.org with your order number. Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. We will refund the card originally used for payment in 14 working days.
HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?
Once the Return goods are received and passed 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. If we are unable to provide you with an exchange, we will send you an email to notify you.
THE COLOUR OF MY BAGS DIFFER FROM THE COLOUR ON THE SCREEN
We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.
MOVEMENT CONTROL ORDER NOTICE
In light of the Movement Control Order placed from the 13th of January 2021, all orders, shipments, delivery, and returns/refunds processes will be delayed as our resources are restricted and limited. For purchases made between the 13th of January until the 26th of January 2021, the returns window will be extended to 60 days from 30 days.
This is to compensate for the delays in the processes affected by the Movement Control Order. Return/refund processes will be temporarily put on hold, and strictly no exchanges allowed for the time being.