Shipping & Returns Policy


Self-collection is available from The Soap Factory pick-up locations from Monday to Friday (2.00pm – 6.00pm). Please note that our pick-up locations are CLOSED during Public Holidays and Weekends.

The Soap Factory Pick-up Locations

  • Shell Desa Sri Hartamas
  • Petronas Desa Sri Hartamas

Please contact us on +6019-4098 400 prior to collection(s) to ensure that your order has been processed.


All prices on our website do not include shipping. Shipping costs will automatically be calculated and added during checkout. Please take note of the possible charges in the table below.

We try hardest to deliver your items within the delivery period. A separate email with the tracking number details will be sent once the order has been processed. However, at peak periods, this may not be possible.

Zone of Delivery


Estimated Delivery Period

Local Town Pick-up
(The Soap Factory pick-up locations)



Peninsula Malaysia
(National Ground Courier and Handling)

  RM9.50 – Below 3.00kg
RM13.70 – Between 3.01 to 5.99kg
RM16.90 – Between 6.00 to 10.99kg
RM24.50 – Between 11.00 to 13.00kg

3 working days

Sabah & Sarawak
(National Air Courier and Handling)

RM17.50 – Below 3.00kg
RM35.50 – Between 3.01 to 5.99kg
RM53.50 – Between 6.00 to 10.99kg
RM62.50 – Between 11.00 to 13.00kg

7 working days

Please note that estimated delivery times are to be used as a guide only and commences from the date of dispatch.
The Soap Factory will not be responsible for any delays caused by destination clearance process.

If there are custom duties and/or any taxes to be paid for the order, the buyer agrees to bear all cost(s) and will pay the cost(s) directly to the respective customs.

In the rare event that your item does not arrive, please contact [email protected]




Customers must inform The Soap Factory team within 3 calendar days after delivery. This applies ONLY if they are incorrect, damaged, or defective:


The item is not the item that you ordered. Model, size, or colour is different from what is indicated on the order summary, or there are missing items or parts inside the packaging.


The item is found already damaged at the time of delivery.


The Product does not function as described by the manufacturer’s or merchant’s specifications.

All Orders must meet the following conditions in order to be eligible for return:

  • The Soap Factory team must receive the returned item no later than 7 calendar days after delivery.
  • Item must be in new condition and returned in the original packaging along with all accessories (including manuals, boxes, cards, pouches) and free gifts received with it. All packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Item must not have been used or worn. Security seals must not be broken. 
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • If the Order is eligible for return as described above, the Customer will be eligible for a full return or product exchange.