MY ACCOUNT

1. I forgot my username / password. What should I do?

·      If you forgot your username, please click here

·      If you forgot your password, please click here

2. Who has the right to access your personal information?

We do not sell or rent your personal information to any third party for any purpose without your explicit consent. We may collect information for our own advertising and improvement purposes. If you do not wish to receive newsletters from us, kindly find the unsubscribe link located at the footer of newsletter that you received.

3. I need to change my address and/or other details. What should I do?

Please log in to your account to change your personal details. Unfortunately, you will not be able to change the registered  email address you signed up with.

ORDERING

1. What happens if I notice that my personal details are incorrect after I have placed my order?

In the event of this happening, please email us (hello@myloveearth.com) and /or call us immediately (working hours: 8am – 5:30pm, Monday – Friday). You will need to provide us with the following details – Account Name & Invoice Number.

2. Can I order from www.myloveearth.com and pick the items up from your outlets?

Sorry, currently we do not provide this service. Only the delivery option is available at present.

3. What happens if an item I ordered is not available?

We apologize if certain items are out of stock. You will receive an email and/or phone call from one of our customer service

4. How long can I keep items in my cart?

Items are kept in your shopping cart for as long as the item is available. If the item is not available, the site will alert you at the cart page that the item is out of stock. Your order and items will only be confirmed once payment has been made.

5. Can I order over the phone?

Sorry, we are currently unable to take phone orders.

6. Can I order an item and have it wrapped as a gift?

Sorry, we do not provide gift wrapping services at present.

7. Are the items offered online the same as the ones available at Love Earth outlets?

We cannot guarantee that the items offered online will always be the same as the ones in store as different outlets carry different items.

8. Is the price online and in distributing outlets the same?

Online prices and the prices at our distributing outlets may vary based on seasonality or different types of promotions that may be running.

9. I added an item that was “In Stock” to my shopping cart but the status of the item changed to “Sold Out” upon checkout. How is this possible?

Availability of items can only be confirmed upon payment. Some high demand items may sell out between being added to your cart and you checking out.

COUPON CODES

1. What are Love Earth Coupon Codes?

Love Earth coupon codes are codes that can be applied to your order to receive a special offer. These offers range from free shipping to discounts on the items in our store.

2. Where can I get the Coupon Codes?

Love Earth coupon codes can be found in our newsletters. By subscribing to our newsletter, we will periodically email you our offers and promo codes. (link to subscribe)

3. How do I add a coupon code?

When you place an order, you will see a box on the checkout page where you can enter your coupon code. After you click "Apply Coupon Code", the coupon code will be applied and the discount will appear immediately along with your order total. The coupon code must be applied before your order has begun processing. Only one coupon code can be used per purchase. Please note that you will not be able to use a coupon code as the only mode of payment for your order. The cost of the order must exceed the cost of the coupon code.

4. What happens if I forget to add a coupon code?

Unfortunately, if you did not enter your coupon code at checkout, we will be unable to apply it to your order.

5. What happens if my coupon code does not work?

Our system only recognizes valid coupon codes. If the code was not added to your order total, it could be that the code was incorrectly entered or that the code has expired.

6. How do coupon codes affect my returns?

If you decide to return items that have a coupon code discount applied, the amount refunded will be the equal to the amount you paid for the items after discount.Discounted returns exclude postage and packaging. If the original order was returned and you would like place an order for another product, we are unable to reissue a new coupon code.

SHIPPING

1. What is your shipping policy?

All orders are delivered through Ninja Van and will require a signature upon delivery. We will take 1-2 working days to process the order and deliver it to you after that period. Delivery lead times are as follows.

2-3 Working Days to Metro areas in West Malaysia
3-5 Working Days to Rest of West Malaysia
5-7 Working Days to East Malaysia.

2. Can I choose my own courier service agent?

No, delivery can only be made through our assigned courier, Ninja Van Malaysia.

3. How can I track my order?

Please locate your tracking number from the delivery confirmation email or by logging into your Love Earth account.Alternatively, you can go to https://www.ninjavan.co/en-my and enter your tracking number in the tracking widget to see the status of your delivery. Please allow a few hours after you receive the delivery confirmation email for Ninja Van to reflect the status of the order.

4. How do I receive my order if I am not home?

All orders are delivered through our designated courier and will require a signature upon delivery. If you are not home to receive your items, a SMS will be send to your mobile phone to instruct you to schedule for the next delivery time and Ninja Van will be send the parel to your door step for the second times.

5. I haven’t received my order.

Please locate your tracking number from the delivery confirmation email or by logging into your Love Earth account. Alternatively, you can also go to https://www.ninjavan.co/en-my and enter your tracking number in the tracking widget to see the status of your order delivery. In the circumstance that you have not seen a status update of your delivery after a week of receiving the delivery confirmation email, please contact us for further assistance.

6. Do you offer international shipping?

Sorry, we only ship to Malaysia at this time. If you reside outside of Malaysia and are interested in trying our products, you may drop us a message.

RETURN POLICY

Customer satisfaction is our priority. We would love to hear from you if there are any issues with our items and products.

1. What should I do if the product is not received / is broken/ has quality issues / is the wrong product?

We sincerely apologize if you experience any of the scenarios above. Please open a dispute here.

2. What happens if I have ordered the wrong product?

·      If you ordered the wrong product, please call us immediately at 1700 81 8832, (working hours: 8am – 5:30pm, Monday – Friday), and provide us with the following details – Account Name & Invoice Number.

·      If the order has not been couriered, we can hold your order and issue a refund in store credit which you may use to purchase other items (we do not do cash refunds).

·      If the order has already been couriered, we are sorry to inform you that we do not do any returns after delivery.

TECHNICAL ISSUES

Love Earth FAQ

1. I am unable to process my order

Please to place your order again – sometimes when the site is experiencing high traffic, orders do not get placed.Sometimes, it may be a credit card or compatibility issue. Please try an alternative browser and/or credit card to ensure it is not a compatibility problem. If you are still having problems, try deleting the cookies / caches on your computer before logging back into your account.
If further problems persist, please get in touch with our customer service team by visiting our Contact Uspage.

2. I’m getting an error message which says that my credit card details are incorrect.

Please make sure that you entered your details exactly as they appear on the card. The card number should be entered without any spaces. The CVV number ("Card Verification Value") is a 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit and debit cards. On American Express branded credit or debit cards, this is a 4 digit numeric code found on the front / right hand side of the card.)

3. Other Technical Problems?

To help us investigate your problems, please include as much of the following information as possible with regards to your system:

·      Your Operating System (e.g. Windows 7, Mac OSX 10.1)

·      Internet Browser & version (Internet Explorer 9, Safari 5)

4. What time the problem occurred.

Please cut and paste or printscreen any error messages that appeared on your screen into your email and send it to us at hello@myloveearth.com

OTHERS

1. How do I contact Love Earth?

If you can’t find what you’re looking for on this page, you can get in touch with us by Contact Us page.

2. I have a suggestion for Love Earth!

We would love to hear from you! Get in touch with our customer service team by visiting ourContact Us page.

3. Can I post a review?

Yes, you can post a review for any item upon purchasing the item. Make sure you are logged-in to your account and click on Write a Review button on the product details page. Your review will take a short while to process before it is viewable.

RESOLUTION CENTRE

In the event that you placed an order for a wrong product, please call us immediately at 1700 81 8832, (working hours: 8am – 5:30pm, Monday – Friday). Provide us with your details – Account Name & Invoice Number.

If you are looking to return an item (due to quality issues), or report as issue (such as being overcharged), please open a dispute ticket so we can resolve your problem as quickly as possible.

It is best to contact us the moment you have a potential problem so we can communicate with you and resolve any issues you may have quickly and amicably. Once you lodge a dispute, you can track updates regarding your dispute at any time.
 

RETURN POLICY

Customer satisfaction is our priority. We would love to hear from you if there are any issues with our items and products.

1. What should I do if the product is not received / is broken/ has quality issues / is the wrong product?

We sincerely apologize if you experience any of the scenarios above. Please open a dispute here.

2. What happens if I have ordered the wrong product?

  • If you ordered the wrong product, please call us immediately at 1700 81 8832, (working hours: 8am – 5:30pm, Monday – Friday), and provide us with the following details – Account Name & Invoice Number.
  • If the order has not been couriered, we can hold your order and issue a refund in store credit which you may use to purchase other items (we do not do cash refunds).
  • If the order has already been couriered, we are sorry to inform you that we do not do any returns after delivery.

TECHNICAL ISSUES

1. I am unable to process my order

Please to place your order again – sometimes when the site is experiencing high traffic, orders do not get placed.Sometimes, it may be a credit card or compatibility issue. Please try an alternative browser and/or credit card to ensure it is not a compatibility problem. If you are still having problems, try deleting the cookies / caches on your computer before logging back into your account.
If further problems persist, please get in touch with our customer service team by visiting our Contact Uspage.

2. I’m getting an error message which says that my credit card details are incorrect.

Please make sure that you entered your details exactly as they appear on the card. The card number should be entered without any spaces. The CVV number ("Card Verification Value") is a 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit and debit cards. On American Express branded credit or debit cards, this is a 4 digit numeric code found on the front / right hand side of the card.)

3. Other Technical Problems?

To help us investigate your problems, please include as much of the following information as possible with regards to your system:

  • Your Operating System (e.g. Windows 7, Mac OSX 10.1)
  • Internet Browser & version (Internet Explorer 9, Safari 5)

4. What time the problem occurred.

Please cut and paste or printscreen any error messages that appeared on your screen into your email and send it to us at hello@myloveearth.com

OTHERS

1. How do I contact Love Earth?

If you can’t find what you’re looking for on this page, you can get in touch with us by Contact Us page.

2. I have a suggestion for Love Earth!

We would love to hear from you! Get in touch with our customer service team by visiting ourContact Us page.

3. Can I post a review?

Yes, you can post a review for any item upon purchasing the item. Make sure you are logged-in to your account and click on Write a Review button on the product details page. Your review will take a short while to process before it is viewable.

RESOLUTION CENTRE

In the event that you placed an order for a wrong product, please call us immediately at 1700 81 8832, (working hours: 8am – 5:30pm, Monday – Friday). Provide us with your details – Account Name & Invoice Number.

If you are looking to return an item (due to quality issues), or report as issue (such as being overcharged), please open a dispute ticket so we can resolve your problem as quickly as possible.

It is best to contact us the moment you have a potential problem so we can communicate with you and resolve any issues you may have quickly and amicably. Once you lodge a dispute, you can track updates regarding your dispute at any time.