FAQ
Can't find what you're looking for? Drop us an email at contact@libra-wellness.com.
The Basics
1. What is Libra Wellness?
We are a lifestyle brand and platform that aims to provide consumers with everyday essential products that are kinder to skin and planet. We believe in a holistic approach to self-care and overall wellness that is rooted in principles of balancing the mind, body and soul.
2. Where is Libra Wellness located at?
Our office is located at Unit B13, Menara BT, Level 1, Tower 3, Avenue 7, Horizon 2, Bangsar South City, 59200 Kuala Lumpur, Malaysia.
Kindly note that our office is not open for walk-ins. Please get in touch with at contact@libra-wellness.com.
3. Can I shop your products offline?
Yes! We're constantly striving to make our products more widely available and accessible to you. Check out the full list of retailers to find the nearest location to you.
4. How do I contact customer service?
You can send us an email at contact@libra-wellness.com, or chat with us via WhatsApp by clicking on the 'Help' button floating on the screen.
Orders, Shipping & Returns
1. How do I check the status of my order?
You'll receive an email with a tracking code once your order is shipped out. We aim to ship orders out within 2-3 business days.
If you did not receive a tracking code within 5 business days, kindly email us at contact@libra-wellness.com and we'll look into it.
2. What are your shipping charges?
We offer free shipping on orders over RM75 to West Malaysia and RM150 to East Malaysia. For orders below the minimum spend, we charge a flat fee of RM5 (WM) and RM35 (EM) respectively.
For orders to Singapore, the shipping fee is S$15. We do offer free shipping for orders of S$70 and above.
Click here to learn more about our shipping charges and delivery times.
3. When can I receive my order?
The estimated delivery times are as follows:
- West Malaysia: 3-5 business days
- East Malaysia: 7-10 business days
- Singapore: 14 business days
If you do not receive you order within this time frame, do contact us at contact@libra-wellness.com with your order number and we'll look into it.
4. Can I change or cancel my order?
Due to standard fulfilment timeframes and workflow, we might not be able to make changes or cancel your order in time, once it has been confirmed.
If you need further assistance, please reach out to our team at contact@libra-wellness.com and we'll try our best to help out.
5. What is your return policy?
We do try our best to get products to you in the best condition possible. However, your experience means a lot to us. So if you receive incorrect or damaged items, do reach out to us within 14 days from delivery by emailing contact@libra-wellness.com.
6. Do you ship internationally?
Besides Malaysia, we also ship to Singapore, and are proactively working on expanding shipping to other countries and regions.
Subscriptions
1. How do subscriptions work?
Subscriptions are automatically renewed according to your selected delivery interval and the products will be automatically delivered by the shop after each successful renewal.
For example, if you started a monthly subscription, then the system will automatically charge your debit/credit card each month and you will get your favourite Li'bra products to your doorstep each month, without the need to place the order by yourself! Plus, you get to enjoy some exclusive savings for subscribing to our plan.
2. Why should I subscribe?
Save up to 15% when you subscribe! Plus get addition 5% off when you stay subscribed for more than (3) payment cycles. Have you favourite Li'bra products delivered straight to your doorstep at the interval that works best for you, fuss and worry-free!
3. Can I pause or cancel a subscription?
Our subscription plans have a minimum commitment period of (3) payment cycles. After that, you can pause or cancel a subscription in the customer portal.
The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in our store. You can also access your subscriptions if you create an account with us.
4. How can I skip or reschedule a charge?
You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date.
5. What kind of payment method can I use for subsriptions?
Currently, only debit and credit card payments via Stripe are accepted for subscriptions.
Stripe is a secure, trustworthy payment platform.
6. What happens if the payment can't be processed?
If the subscription can't be renewed because a payment can't be processed you will receive an email with a link where you can safely update your payment method.
7. When does my subscription renew?
Your subscription plan will renew the same day of the month as the initial order was made.
For example, if the initial subscription order was made on 11th March, the monthly subscription will renew again on 11th April.
8. When will I receive my Li'bra products?
Subscription orders will be shipped out in 2-3 business days after the reoccurring payment is successfully processed.
From here, please refer to our shipping policy for standard delivery times for your location.
Our Products
1. How is Li'bra by Libra Wellness different?
Li'bra by Libra Wellness is specifically designed with the consumer in mind. Infused with nourishing plant-based ingredients and free from harmful chemicals, these products are safe to use on all skin and hair types.
2. Can I use your products if I have sensitive skin?
Generally, yes.
However, if you have ultra sensitive skin, we always recommend you spot test or consult your doctor before using these products. You can find the full ingredients list on our product page.
3. Are your products suitable for kids and teens?
Yes, they are generally safe to use for all ages.
However, for those who have ultra sensitive skin, we always recommend you spot test or consult your doctor before using these products. You can find the full ingredients list on our product page.
4. Can I use your products if I dye my hair?
Yes! Since our products are made without sulfates and harsh chemicals, they are safe to use on colour-treated hair.
5. Are your products organic?
We are committed to sourcing ingredients that are organic and ethical in origin. While some of the ingredients in our products are organic, our product as a whole is not certified organic. The main reason for this is that our products contain safe synthetics, some of which are not available in natural, organic form.
However, we do ensure that our products adhere to quality standards. They are vegan, cruelty-free and Halal certified.
6. Are your products pregnancy safe?
Yes! If you have any concerns, we recommend consulting your doctor first.
7. Is your product packaging eco-friendly?
Yes! While not 100% perfect, we choose alternatives to plastic like aluminium and kraft paper whenever possible in order to reduce our impact on the environment.
8. Where are your products made?
Li'bra by Libra Wellness is proudly manufactured in Malaysia.
Etc.
1. Can I stock your products in my store?
Thank you for your interest! We're always looking for new retailers and stockists to come on board. Contact us and tell us a little bit about yourself and your business, and our sales team will reach out to you ASAP!
2. Interested in a partnership or collaboration?
If you are a brand, organisation, or content creator interested in working with us in any capacity, do drop us an email at contact@libra-wellness.com and let's chat!
3. Where can I drop media/press inquiries?
We'd love to connect! Check out our media kit, and email contact@libra-wellness.com.