FAQ– Lilin+Co

Are your home fragrance products made with safe ingredients?

We only use natural and safe ingredients such as premium soy wax and plant based solvent in our products. We carefully sourced blends of fragrance and essential oils that are phthalate-free and comply with IFRA (International Fragrance Association) standards. Our products are non-toxic, vegan, and cruelty-free, making them eco-friendly and less likely to trigger allergies.

Are your products vegan?

Our home fragrance products are vegan-friendly. Soy wax and plant-based ingredients make a great alternative to paraffin, which can be harmful to health and the environment.

Are your products halal/contain alcohol?

Our home fragrance range (candles, room sprays, hand wash, reed diffusers) is made with eco-friendly soy wax, plant based solvents, and fragrance oils.

No alcohol or alcoholic beverages are used in the making of our products. However, please note that our products do not carry halal certification.

How can I safely use and care for my candles/home fragrances?Please see our Product Care & Safety page.

Are your products safe for pets, pregnant women & children?

Our home fragrance products are made with natural ingredients that are less likely to trigger allergies.

Pregnant mothers are advised to use at their own discretion.

That said, all scented products should be enjoyed with care around little ones and pets:

For Children:

Keep candles, diffusers, fragrance oils, sachets and sprays out of reach to avoid accidental spills or ingestion.
Always supervise children around all our products.
If your child has asthma or respiratory sensitivities, limit initial exposure to strong fragrances until confirmed that they are tolerant to the product.

For Pets:

Never leave burning candles unattended around pets. Curious tails and paws can easily tip them over.
Ensure good ventilation, especially with small animals (cats, birds, rabbits) that may be more sensitive to fragrance.
Avoid allowing pets to lick or ingest wax, oils, or diffuser liquids, as these may cause stomach upset.

💡 Tip: Our products are designed with safety in mind, but we always recommend using discretion—especially for pregnant mothers, children, and pets with sensitivities.

General

Where do you ship to?

We ship across Malaysia & Singapore.

We do ship internationally. Please get in touch via email to arrange delivery and a quote.

Can I make a walk-in purchase?

You may walk-in to purchase at our retail locations below:

PJ Showroom

Level 2, Lot 5, Jalan 51A/225A, Section 51A, Petaling Jaya

Monday - Friday, 11am-6pm. Closed on weekends & Public Holidays.

APW Bangsar

Canvas Lot C-04B (next to Handmade Heroes)

Tuesday - Sunday, 11am - 8pm.

If you are not in the area, please check our Stockists Page for a list of stores near you that carry our products.

Can I pick up my orders?

Self-pickup is available only for orders made through our official website and can be collected at our PJ Showroom.

You'll receive a Ready for Pickup email confirmation as soon as your order is ready.

Self pick up from other platforms (Shopee/Lazada/tiktok) are not available.

Which home fragrance is best for me?

Here's our most popular type of home fragrances:

1. Scented Candles

3. Room Spray

How soon can I expect my order?

Orders are shipped within 1–2 business days after purchase. As all our products are hand-poured, labelled, and packed by hand, they may take slightly longer to prepare than mass-produced items. This also means you’ll always receive freshly made products crafted with care.

You will receive tracking information when your order has been processed. Please allow 48 hours for tracking to update.

**Do expect delays during peak seasons or Public Holidays.

Do you do same-day delivery?

Same-day delivery is applicable within Klang Valley only.

You can choose our express service for an additional fee, which varies based on your delivery address within Klang Valley. If you'd like a delivery quote, please share your full delivery address with us via Whatsapp at +6010-897 0190.

Do you offer gift wrapping service?

We currently do not offer gift wrapping as part of our effort to remain eco-conscious and reduce unnecessary waste.

Frequently asked questions

Do you offer custom candles for weddings, events, or corporate gifts?

Yes. Please fill out the form here for bulk requests. You may refer to this page.

For corporate/wedding bulk orders, please visit here.

Do you do custom scents?

Yes, we are able to do custom scents given advance notice. Custom scents usually take up to 2 - 3 months depending on requirements to develop and a minimum quantity applies.

Email us at hello@lilinandco.com for more information.

Do you do sponsorships/sponsor candles for an event?

As a small company, we’re unable to provide large quantities for sponsorships. However, we do offer bulk purchase prices if you’d like to order for your event. Reach out to hello@lilinandco.com for more info.

How do I join the Rewards Program?

Simply register with your email address — it’s free! You’ll earn 1 point for every RM1 spent. Collect a minimum of 200 points to redeem RM10 off your next purchase. T&Cs apply.

Where do you source your materials from?

We source from reputable overseas suppliers with certification to ensure our home fragrance products are of high quality.

What is the shelf life of your home fragrance products?

Since our products are hand-poured fresh in small batches without preservatives, they typically last 9–12 months. To extend shelf life, keep them away from direct sunlight and store in a cool, dry place.

Are you on any other platform such as Shopee, Lazada, Tiktok and Grab Mart?

Yes, we are listed on Shopee, Lazada Mall, Tiktok Shop under Lilin+Co.

Both our outlets are available on Grab Mart - Lilin+Co Seksyen 51A and APW Bangsar.

Exchanges & Returns

Refund Policies

Due to the nature of our products, used candles/reed diffusers/room sprays/hand wash/fragrance oils cannot be returned or refunded.

To request for a return or exchange

Photo proof is required for any exchange/returns.

To request for a return or exchange, please email us at hello@lilinandco.com within 7 days from delivery. Include your name, order number, the item(s) in question, recipient details, and a brief reason for the return.

If the return is due to a change of mind and we approve it, you’ll be asked to send the item back to us—please note that return shipping costs will be your responsibility. We’re unable to process any returns sent without prior approval. Additional charges may apply depending on local or international shipping fees.

What Can’t Be Returned

For quality and hygiene reasons, we’re unable to accept returns if:

More than 7 days have passed since delivery
The item has been used, damaged, or altered
It wasn’t purchased directly from our official online store
It’s returned without contacting us first
Gift cards and promotional items are non-refundable.

We appreciate your understanding and are always here to help if you have any questions.

Can I return items purchased from a third-party stockist?

If you purchased our products from a third-party stockist (e.g. Tsutaya, Qra, Watsons Pink), all returns and exchanges must be made directly with the same store, following their return policy.