Shipping policy
Shipping Policy
This Shipping Policy applies to orders placed directly through www.noctrascent.com.
Shipping destination
We currently ship within Malaysia only, including Peninsular Malaysia, Sabah and Sarawak.
We do not currently offer international shipping. Any future international-shipping option displayed at checkout will be subject to the terms shown for that destination.
Order processing
Orders are normally processed within 1–2 business days after payment is successfully confirmed.
Business days exclude Saturdays, Sundays and Malaysian public holidays. Orders placed during launches, promotions or periods of unusually high demand may require additional processing time.
Processing time is separate from courier delivery time.
Estimated delivery time
After dispatch, estimated delivery times are:
- Peninsular Malaysia: 1–3 business days;
- Sabah and Sarawak: 3–7 business days.
These periods are estimates, not guaranteed delivery dates. Delivery may be affected by the destination, courier operations, public holidays, severe weather, service disruptions, security checks or other circumstances beyond our reasonable control.
Shipping charges
NOCTRA currently provides complimentary standard shipping on all Extrait de Parfum orders within Malaysia.
If a different shipping charge, promotional condition or premium delivery option is introduced, the applicable amount will be shown at checkout before payment is completed.
Courier and tracking
We select an appropriate courier based on the delivery destination and available service coverage.
Once your order has been dispatched, tracking information will be sent to the email address or telephone number provided at checkout, where tracking is available.
Tracking information may take time to become active after the shipping label is created.
Delivery address
You are responsible for providing a complete and accurate delivery address, recipient name, email address and telephone number.
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
NOCTRA is not responsible for a delay, failed delivery or additional courier charge caused by incorrect or incomplete information supplied by the customer, except to the extent responsibility cannot lawfully be excluded.
Delivery attempts and unclaimed parcels
The courier may contact you or make more than one delivery attempt. You are responsible for following the courier's instructions and collecting the parcel within any stated collection period.
If a parcel is returned to us because of an incorrect address, unsuccessful delivery attempts, refusal or failure to collect it, we will contact you regarding the available options. A reasonable redelivery charge may apply unless the failure resulted from our error or the courier's fault.
Delayed, lost or missing deliveries
If tracking has not updated for an unusual period, or your parcel has not arrived within a reasonable time after the estimated delivery period, contact support@noctrascent.com with your order number.
We will investigate the matter with the courier. A replacement or refund will be considered after the courier investigation and in accordance with applicable law. Please do not submit duplicate claims to both NOCTRA and the courier unless requested.
Damaged parcels
If your parcel arrives damaged, leaking, opened or with an incorrect item, photograph the parcel and contents and contact us within 48 hours where reasonably possible. Refer to our Return and Refund Policy for the assessment process.
Split shipments
We may send an order in more than one parcel where reasonably necessary. If we do so, you will not be charged additional standard shipping unless you agreed to an optional paid service.
Order cancellation
An order may be cancelled or changed only before it has been processed, packed or dispatched. Contact us as soon as possible at support@noctrascent.com. We cannot guarantee that a cancellation request can be completed after fulfilment has started.
Contact
For delivery assistance, contact:
Email: support@noctrascent.com
Telephone: 011-28575714
Customer-service hours: [08.00 – 18.00]