Shipping & Delivery
How long do deliveries take?
For deliveries within Peninsular Malaysia, it will take 1-3 working days. If you’re located in Sabah & Sarawak, the estimated delivery time is 5-7 working days. Selected orders placed before 12 P.M. on business days will be shipped on the same day and this is only valid for ready stock items.
How long do pre-order or backorder items take to arrive?
Pre-order items would normally take around 2-3 months to arrive in Malaysia. On certain occasion, it could take more than 3 months to arrive, depending on the situations of the vessels or situations at the port.
Will I receive a confirmation of my order? How can I check its status?
We will send you an email as soon as your order has been shipped which will include the information to track your order.
Can I ship items to multiple addresses?
To deliver items to multiple addresses, simply place a separate order for each shipment. We can’t divide the same order into multiple deliveries.
Can I ship an order to Singapore or Brunei or other foreign countries?
At the moment, The Flame Pot orders are exclusively for order deliveries within Malaysia only. For international orders, kindly contact our customer service for the arrangement.
In-Store Pickup
Get your items faster with our free in-store pickup. Select “In-store Pickup” option at checkout when making a purchase online. We will send an email with the details when your order is ready for pickup.
Show your order confirmation during pickup. We will hold your order for 5 business days. If there’s no show after this period, the order will be considered as abandoned and we will issue a refund with a 10% order cancellation fee.
Our Guarantee to You
At The Flame Pot, we uphold the quality of our products and want every purchase to be a positive and enjoyable experience. Our customers satisfaction has always been our top priority and we will do our best to make things right if you are not satisfied.
We strongly recommend you to immediately inspect any items that we deliver to you, to ensure you are completely satisfied with them, including that the items are of acceptable quality, and match the description that we have provided.
What is your return policy?
If you’re not completely satisfied with your purchase within fourteen (14) days, just bring the items back to us. We will issue a full refund through bank transfer so long as you provide proof of purchase (i.e. a receipt or order confirmation) and your ID (i.e. IC or Passport). Unfortunately, returns and exchanges without proof of purchase will not be accepted.
All returnable items must be unused and in the same conditions before we deliver them to you or pick up by you. We will not accept the returns if there are any missing items or parts that come together with the items.
Can I send the return items via a courier?
Yes, you can. However, you’re responsible to deliver the items to us at your own expense. The items must be unused and in the exact same conditions before we deliver them to you. Besides, we will not accept the returns if there are any missing items or parts that come together with the items.
It is recommended to properly pack the items with its original packaging and also with bubble wraps. If we noticed that you did not comply with our policy, the items will be returned back to you and the order will not be refunded.
How long does it take for a refund?
After the items has been received by our team, we will issue you a refund to your bank account within 5 business days. You will be asked to give your banking details for us to transfer your refund through online bank transfer.
Warranty Policy
Cast Iron
The lifetime guarantee covers faulty workmanship and/or materials when the product is used in normal household, domestic conditions and in accordance with the care and use instructions provided. It does not cover normal wear and tear, commercial use or misuse of the product. Defective cookware will be replaced free of charge, or replaced by a similar product or one of equivalent value if the product is no longer in production. Replacement with the same colour cannot be guaranteed.
Stoneware
The guarantee covers faulty workmanship and/or materials when the product is used in normal domestic conditions in accordance with the care and use instructions provided. It does not cover normal wear and tear, accident, abuse, commercial use or misuse of the product.
Additionally scratches, stains, discoloration, corrosion or damage from overheating to the interior or exterior of the product will not be covered. Consequential damage is expressly excluded from this warranty.
Defective cookware will be replaced free of charge, or replaced by a similar product or one of equivalent value if the original product is no longer in production. Replacement with the same color cannot be guaranteed. For items that comes in a set, only the faulty item will be replaced.
