Question 1

What ingredients do you use in your products?

Accepted Answer

Our candles are made with 100% premium soy wax imported from the United States, wooden wicks, and a blend of fine fragrance oils (sourced from the United States, France, and Switzerland). All fragrance materials have been studied by RIFM (Research Institute for Fragrance Materials) for safety, and IFRA (International Fragrance Association) has set forth a code of practices for use of the materials. This ensures that fragrances are safe for consumers. Our fragrances are Vegan, Cruelty-free, Paraben-free, and Phthalate free.

Question 2

Why does your shipping rate cost so much?

Accepted Answer

Due to all of our products are in glass form, we always take an extra step to pack your orders safely to ensure they arrive safely at your doorstep. However, you will enjoy FREE shipping for orders over RM200 (West Malaysia) and (East Malaysia) ! Enjoy your shopping with us today!

Question 3

How long will it take to receive my order?

Accepted Answer

Please allow 3-5 business days for your order to be processed and shipped. Once picked up and scanned in by our carrier, domestic orders shipped within West Malaysia may take 2-5 business days to arrive, depending on location. 
 
Please note: Once a package is shipped, the tracking information is outside of our control, as much as we'd like to be there. We are currently unable to replace missing or stolen packages.

Question 4

Do you offer rush shipping options?

Accepted Answer

We offer same-day delivery for orders within Klang Valley. However, an extra cost will be charged based on the location and pricing shown on the express courier service. We use Grab Express for same-day delivery.
 
To request, please drop us an email at scentsofmemento@gmail.com after your order is made. We will notify you of the extra pricing and arrange for delivery upon payment. Please allow us a 24 hours turnover time for us to arrange the delivery.

Question 5

How do I request for customised lables?

Accepted Answer

An additional RM8 will be charged for each customized label on your preferred product. It will take up to 3 - 5 days for your order to complete upon request. Email us at scentsofmemento@gmail.com for more information.

Question 6

Can I request for custom scents?

Accepted Answer

We will be providing bespoke scent service in the near future. However, the price for the custom scents will be slightly higher than our existing scents but you will be having a one-of-a-kind scent experience with us. For more info, drop us an email at scentsofmemento@gmail.com

Question 7

Why does my candle won't stay lit?

Accepted Answer

Here are some simple steps to solve the issue:
 
• Leave candle in a cool place, as it will allow the candle to burn more smoothly.
 
• When you first burn your candle, make sure it has formed a melted pool of wax that is melted all the way to the edges of the jar.
 
• If your candle is still not staying lit, cut away some wax at the top of the candle around the wick. Keep doing this until the wick can support a flame. When it burns, drain the pool of wax around the wick, so that it will not put the flame out.

Question 8

Can I refund the products I bought?

Accepted Answer

Unfortunately, we are not able to accept refunds or returns for items shipped. However, if you are not satisfied with your purchase, please contact us at scentsofmemento@gmail.com and we are glad to find the best solution for you.

enjoy free shipping for orders over rm200 for both w.m. & e.m.

FAQ

Common Questions