Charlotte's Web

Frequently Asked Questions

How long does shipping take?

Standard shipping to Malaysia typically takes 1–2 business days after dispatch. Express options are available at checkout.

What is your return policy?

We offer a 30-day return window for most products. Items must be unused, in their original packaging, and accompanied by proof of purchase to qualify for a full refund.

What payment methods are accepted?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay and Google Pay. All transactions are processed securely via Stripe and charged in MYR.

Is my payment information secure?

Yes — we never store your card details. All payments are handled by Stripe, a PCI-DSS Level 1 certified payment processor, using industry-standard TLS encryption.

What if an item is out of stock?

Some products can be backordered — you will see a note on the product page if this is the case. We will ship as soon as stock arrives and keep you updated via email.

How do I track my order?

Once your order is dispatched you will receive a shipping confirmation email containing your tracking number and a link to track your parcel in real time.