Welcome to www.crossloomglow.com (hereinafter referred to as “this Website”). These Terms of Service outline the legal terms and operational guidelines governing the sale of physical goods on this Website by CROSSLOOM GLOBAL SHOP SDN BHD (SSM Registration No.: 202601024704(1686801-X), trading as Crossloomglow; hereinafter referred to as “we” or “us”). Consumers residing in our target service regions (specifically the European Union and the United States) agree to be bound by these terms when accessing this Website or placing an order.
Order Processing and Logistics
Order Processing Time: All submitted orders are subject to internal verification, picking, and packing procedures; a processing period of one to three (1–3) business days is required prior to dispatch from our warehouse.
Carriers and Shipping Times: Shipments to destinations in Europe and the United States are delivered via priority international logistics services provided by reputable partners (including DHL Priority, FedEx Priority, and UPS Priority). The standard transit time after dispatch is estimated at three to seven (3–7) business days.
Automated Tracking Updates: To ensure transparency during transit, our system automatically sends status updates to the email address provided by the customer at the time of ordering. Notifications are generated at key logistics milestones, including initial dispatch, arrival at regional transit hubs, and handover for final local delivery.
Shipping Exceptions and Transfer of Risk
Transfer of Ownership and Risk of Loss: In strict compliance with mandatory consumer protection regulations—including the EU Consumer Rights Directive—CROSSLOOM GLOBAL SHOP SDN BHD bears full responsibility for any loss, physical damage, or deterioration of the ordered goods until the consumer (or an authorized recipient at the designated delivery address) takes actual physical possession of the items. Risk does not transfer to the consumer upon handover of the goods to the carrier.
Delays or Non-delivery: If a shipment exceeds the standard delivery timeframe, please notify our customer support team. We will initiate a formal tracking and inquiry process with the relevant carrier. Once the carrier confirms a significant delay or non-delivery, we will resolve the issue by issuing a full refund or reshipping the order. Statutory Right of Withdrawal and Return Framework
14-Day Right of Withdrawal: In accordance with EU and US consumer protection regulations, consumers have the right to withdraw from the purchase contract without providing a reason within fourteen (14) days of the actual receipt of the goods.
Return Procedure: To exercise the statutory right of withdrawal and return an item, customers must submit a written notice to comfort@crossloomglow.com within the 14-day period. Returned items must remain in their original, unused condition and include the original packaging.
Handling of Damaged or Defective Goods
Defect Notification: If the received goods are defective or physically damaged, customers must contact our support team via email within a reasonable time after delivery.
Simplified Proof and Resolution: To expedite resolution, customers are required to provide clear photographic evidence demonstrating the damage or defect. Upon internal verification of the provided evidence, we will issue a full refund via the original payment method or immediately arrange for a replacement item to be shipped. Once verified via photos, there is no need to return the physical damaged or defective item.
Commercial Terms and Payment Processing
All prices listed on this website are quoted in the specified commercial currency. Full payment for all orders must be made at checkout via authorized electronic payment methods. Order processing will only commence after the relevant financial institution has successfully verified and authorized the payment.
Governing Law and Jurisdiction
These Terms of Service are governed by and construed in accordance with the laws of Malaysia. The application of Malaysian law does not deprive consumers residing in the EU or the US of the protections afforded to them by the mandatory provisions of the laws of their habitual residence. Official Company Information
Corporate Entity: CROSSLOOM GLOBAL SHOP SDN BHD
Company Registration (SSM Number): 202601024704(1686801-X)
Trading Brand: Crossloomglow
Registered and Business Address: NO.28, PERSIARAN BERCHAM SELATAN 8, TAMAN DESA KENCANA, 31400 IPOH, PERAK, Malaysia
Official Contact Email: comfort@crossloomglow.com
Contact Number: +601153804528