Applecrumby® - FAQ - Malaysia's Leading Chlorine Free Diapers & Organic Essentials

Enjoy FREE SHIPPING with purchase RM150 and above!

West MY and Sabah only*

FAQ

FAQ > Delivery

FREE Delivery is available for orders above RM150 (after discount) for West Malaysia. For orders below RM150, RM8 is incurred for West Malaysia. East Malaysia and International orders are not entitled to free postage.

If your cart contains items with different delivery times such as normal items & pre-order items, we will deliver your order when all items are in-stock in a single delivery.

If you prefer to receive your normal items first, kindly contact us. An additional postage is required for the delivery of your PRE-ORDER items.

We deliver to Malaysia, Singapore, Thailand, Indonesia, Philippines, and Brunei. For other countries, kindly contact us at [email protected] for shipment charges before making your payment. We will advise you accordingly before you proceed to check out.

7-14 working days for delivery within Peninsular Malaysia except for orders which contain Pre-Order items. For that, kindly refer to the Pre-Order dates stated on the product names. East Malaysia will incur 5-6 week for delivery lead time.

Once your order has been processed and packed, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there!

Once your order has been picked up by the courier team, you may click on Track My Parcel on Homepage (Icon located on left of page). Key in your Order Number which starts with 1000xxxxx, and your delivery status will be shown.

Report to our Customer Support team is to be made within 48 hours from the date of delivery. If a report is made after 48 hours, the claim will be automatically rejected by our Warehouse team. Kindly have the following documentations submitted with your report and email them to [email protected].

  • Pick List (white A4 list that can be found on or inside the parcel)
  • Copy of GDEX Consignment Note
  • Clear Photos of the received damaged good and box it came in

Please note that reports without the above proper documentations will be rejected by the Warehouse team.

If you are working, it would be advisable to ship to your office address because postal services like GDEX or Poslaju operate between 8:30am to 6pm on weekdays and 8:30am to 1pm on Saturdays.

If no one is physically able to collect your parcel after two delivery attempts, your parcel will either be held at the nearest Poslaju / GDEX branch or sent back to us. For redelivery, postage might incur.

You must ensure you will be available to accept delivery at the Delivery Address on the delivery date as agreed between you and Applecrumby®. If you are not available and redelivery is required, a calling card will be left for you to arrange redelivery. Where redelivery is required because you were not available at the agreed time, you consent to paying additional Delivery Fees as required by the Delivery Agent.

Some Big and Bulky Goods may require assembly. The Delivery Agents are not required to unpack, assemble or construct Goods as part of the delivery service. Assembly of the Goods is your responsibility and at your expense.

FAQ > Orders

  1. First step is to register with us as a member by clicking here.
  2. All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page.
  3. Once you have found the item you want, click on the ADD TO CART button.
  4. To review the items in your cart, hover on the CART icon at the top right hand corner of the screen.
  5. Click the CONTINUE SHOPPING button to browse more products or add a gift card/promo code on the left side of your cart summary.
  6. Proceed to payment with the CHECKOUT button.
  7. Provide your delivery information details.
  8. Choose your shipping method.
  9. If you’re happy with the items in your shopping bag, click ORDER NOW to complete your order.

You may check the progress of your dispatch in Order History. If your order is showing 'Shipping In Progress', you can click on 'View Order' to see the courier details. Should you need assistance, kindly contact us with your Order Number and we will revert as soon as we can.

You may check the status of your order in your account dashboard. If your payment did not go through, your order will be automatically cancelled. For your convenience, you may click the reorder button to make your order again.

For West malaysia, once your order is dispatched, generally courier will take between 3-5 working days to reach you. For East Malaysia, it will be between 5-6 weeks.

If you don't see any tracking data, your parcel may be in transit and has not reached your local courier hub. Tracking details usually require 24 hours to update. Should you need further assistance, please do not hesitate to contact us.

Check the status of your order by following these steps:

  1. Sign In to your account.
  2. Click on your ‘account' on top right of website header.
  3. Click on Order History for your order summary.
  4. Alternatively, do check your email inbox for a Shipped Order notification with a tracking number.
  5. Should you need further assistance, please do not hesitate to contact us.

Pending:
Your payment has not yet been received. If you are using ATM/bank transfer, kindly email us your payment slip and we will process your order accordingly.

On Hold:
Your payment has not yet been received. If you are using online banking, kindly wait a few minutes for the payment gateway to process your payment. Contact us for assistance if the problem persists.

Cancelled:
The order has been cancelled by you or by our system when no payment has been detected.

Payment Complete:
Your payment has been received successfully.

Shipping In Progress::
Your order has been picked up by our courier service and you should receive your tracking details via email, kindly check your email inbox.

You will receive an email confirmation from Applecrumby®. All relevant details of your order are in this email. If you are using ATM/bank transfer, kindly email us your payment slip and we will process your order accordingly.

Kindly contact us and our customer service representative will assist you.

You can either pay via:

  • ATM/bank transfer
    • Name: Bunny & The Duchess Sdn. Bhd.
    • Bank: UNITED OVERSEAS BANK (M) BHD
    • Account No.: 2393023378
    • Bank SWIFT Code: UOVBMYKLXXX

    Please ensure you bank in the correct amount. Any change owed to you will be given in the form of store credit.

  • Credit Card (Visa / Master)
  • FPX (Online Banking)
  • eWallet (GrabPay / Boost / Atome / TnG / ShopeePay / Mcash / NetsQR / MAE)
If you decide to pay using method ATM/bank transfer, please send us your payment slip to [email protected]

Cancellation of orders can only be made within 4 hours from the time of ordering. Orders exceeding 4 hours may be rejected for cancellation as per our team's discretion. Cancellation charges are 5% from the total order cost and RM2.00 per item cancelled.

If you've made an order and have yet to make payment, you will receive a payment reminder email. If payment is not received within 1 hour, your order will automatically be cancelled.

Go into your account page. Under 'Order Details', view the cancelled order and click 'Reorder'. Do contact us if you require assistance.

You will need to make a separate order contact us for assistance.

You will only receive your digital Tax Invoice via the email address that you have provided us with. There will be no physical copy attached in your parcel. Only a Packing List showing product names and quantities will be attached in your parcel.

Free Gifts with orders are with specified minimum order amounts. There will be a Free Gift Pop Up when you reach the Checkout Preview Page. Please Add To Cart what you need, based on your qualified minimum order amount. The Free Gift will be delivered to you in your parcel with the rest of your ordered products provided you have added it to cart. Topping Up or exchange of Free Gift is not permitted once a transaction is closed.

FAQ > Registration & Online Account

Registering with us helps speed up the ordering process for you, as we have your existing billing and shipping details. It also allows you to keep track of your current and past orders, and your payment status. Purchases made while logged in will also entitle you to our Reward Points. For more info on our Reward Points system, please click here.

Click here to register.

Yes, we will update you with all our best and exclusive bundle deals, promotional discounts and freebie giveaways via email!

Go to the Login Page and then click the ‘Forgot Your Password?’ link. Kindly provide your email which you registered with. A reset password email will be sent to you shortly. If you have not received the email, contact us

View our privacy policy here.

FAQ > Returns

We allow return of products that are damaged during transit or due to faulty manufacturing. In such cases, the damaged products have to be returned first, before we send out a replacement.

In the event that a returned product is not damaged after inspection by our relevant supplier, postage fee to redeliver the item is to be borne solely by the customer.

For damaged products, report to our Customer Support team is to be made within 48 hours from the date of delivery. If a report is made after 48 hours, the claim will be automatically rejected by our Warehouse team. Kindly have the following documentations submitted with your report and email them to [email protected].

  • Pick List (white A4 list that can be found on or inside the parcel)
  • Copy of GDEX Consignment Note
  • Clear Photos of the received damaged good and box it came in

Please note that reports without the above proper documentations will be rejected by the Warehouse team. Do note that consumable items like food and skincare that have been opened/used are *non-returnable nor refundable*.

No, we will be responsible for postage incurred for returns and redelivery. We can also arrange for our courier to pick up from you if needed. Do advise and we will assist accordingly.

For returns that are non defective, there will be a 5% charge on total order cost for our payment gateway charges. There will be a further RM8.00 postage fee per item for West Malaysia only for return shipping. Lastly, there is also a RM2.00 fulfilment fee per unit item. These are non-negotiable.

Contact us and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

Yes, but you must contact us for an appointment first before you pay us a visit!

We will email you as soon as we receive and process your parcel.

We are terribly sorry for this mistake. Contact us and we will get this sorted for you immediately!

Yes.

Contact us and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

Once returned, we will reimburse you in the form of store credit.

No, we are sorry, you can’t. Please ensure that you are absolutely certain before purchasing a gift voucher.

Goods with Purchase (freebies with purchase) are not refundable or exchangeable if defects are purely aesthetics (minor scratches, minor discolourations, minor imperfect printing) and do not affect the functionality of the product. Rebates (in the form of store credit) will be given as a form of compensation only as per below:

GWP (Freebie) with MYR value of:
RM0 to RM100 : 200 rebate points
RM101 to RM200 : 500 rebate points
RM201 up : 1000 rebate points

If GWP (Freebie) was found to be defective in function, do Contact Us and we can assist for an exchange depending on stock availability. In the event the item is out of stock, the above tier rebate will apply. For missing GWP (Freebie) in parcels, the above tier rebate will apply.

FAQ > Vouchers & Member Points

All rebate codes have an expiry date attached to them. Kindly check on your expiry dates and utilize your rebate codes prior to it expiring.

The Promo Code may come with designated T&C and there may be product exclusions. Gift Voucher and Store Credit can be used on all products including discounted items. Apply your Gift Voucher/Promo Code/Store credit at the View Cart page or Checkout page.

Promo code can only be used on normal priced items unless stated otherwise.

Do ensure that you are signed in for the Gift Voucher/Promo Code to be valid. Kindly check for a minimum purchase or product exclusion on the terms and conditions of your Gift Voucher/Promo Code. Do check on expiry dates of the codes as well. Please contact us for assistance if the problem persists.

Apply your Gift Voucher/Promo Code/Store credit at the View Cart page or Checkout page. Kindly check for a minimum purchase or product exclusion on the terms and conditions of your Gift Voucher/Promo Code.

Yes, you can! Apply both your gift voucher/promo code with your store credit at View Cart page or Checkout page.

  1. For registered members only.
  2. Applicable once only in a single order.
  3. Gift vouchers & Promo codes cannot be combined.
  4. Items purchased with promo codes cannot be returned and/or exchanged (unless, it is damaged during transit).
  5. Gift vouchers are not exchangeable for cash.
  6. Applecrumby® reserves the right to amend the terms & conditions at any time without prior notice.

Keep an eye out on our weekly newsletters and facebook posts. We run fabulous offers frequently.

Your promo code will automactically become valid again once the prior transaction is canceled. If it is under pending and has not canceled itself, please contact us for assistance.

No,the code is only valid once per user. If you have a failed trancsaction, the code will automatically become valid again once the prior failed transaction is canceled.

FAQ > Diapers

Yes. Our diapers expire in 5 years from the manufacturing date.

Yes, our diapers are not bleached with any chemicals that contain Chlorine, and thus prevents the formation of dioxins and dioxin-like compounds, carcinogens.

Do use our Tape Diapers in Small size as that is suitable for babies from 3 - 6KG.

Our diapers can last up to 12 hours overnight before a fresh change is needed. However, if your baby has had cluster feeding, we would encourage you to have intermittent diaper changes.

Our diapers can hold up to 1100ml of liquid for Tape XL and 1200ml for Pull Ups XXL. Extra absorbent core has been ensured while formulating our diapers.

We don’t use Phthalates or DEHP, which are plasticizers (plastic softeners) on our Top and Back Sheets, hence you won’t have that plastic feel on our diapers.

Yes, we use super soft, fluff cotton pulp, and keep our diapers thin to maintain breathability, hence reducing likelihood of skin irritation.

Those are Wetness Indicators. They turn to a shade of blue when diaper is soiled.

Use that to roll up soiled diapers before disposing, for hygiene purpose.

Just tear off the sides, they have been designed that way, and you can remove it from your baby without minor mishaps.

Yes, the wrong product fit will not allow our Triple Barrier Leak Guards to function the way they were designed to do. Ensure that your baby does not wear a size too large or too small to ensure no minor mishaps.

Our diapers stay dry and odourless as long you use it within the recommended guidelines (baby weight vs diaper fit, maximum liquid absorption for each size, fresh change recommended after every 3 to 4 hours).

Applecrumby® uses 100% Chlorine Free Pulp on all our diapers. However, some babies might not be able to use fully plant based diapers, though a minority. Kindly discontinue use if your baby is found to be not compatible with our diaper material and consult your local physician if the need arises. Just remember, diaper rash is seldom serious. With care, it usually clears within 3-4 days. If it doesn’t go away within 4-7 days, or gets worse, call your baby’s healthcare provider. Otherwise, baby – and parent -- should begin to feel better soon.

The SlimDry EasyDays are about half the thickness of the AirPlus Overnights and are really suitable for daytime or outdoor usage as they are hardly detectable! Other than that, absorbency and dryness remains the same excellent performance!

Diaper rash is a common form of inflamed skin (dermatitis) that appears as a patchwork of bright red skin on your baby's bottom. It usually affects babies, though anyone who wears a diaper regularly can develop the condition.

Diaper rash can alarm parents and annoy babies. Be assured, diaper rash is a common condition that usually clears up with some simple diapering routines. It most often develops when contact with urine and stools irritate baby’s sensitive skin. Thankfully, today’s 100% Chlorine Free Diapers from Applecrumby® wick away moisture effectively to keep diaper rash at bay as much as possible.

But sometimes diaper rash still happens. It’s very common between ages 6-12 months, when baby is still primarily sitting and also eating solid foods, which may change bowel movements. Diaper rash can also be an allergic reaction to a certain ingredient in skincare, wipes, laundry detergent or other elements.

Diaper rash can be traced to a number of sources, including, but not limited to:

Irritation from stool and urine
Prolonged exposure to urine or stool can irritate a baby's sensitive skin. Your baby may be more prone to diaper rash if he or she is experiencing frequent bowel movements or diarrhoea because feces are more irritating than urine.

Chafing or rubbing
Tight fitting diapers or clothing that rubs against the skin can lead to a rash.

Irritation from a new product
What begins as a simple skin infection may spread to the surrounding region. The area covered by a diaper — buttocks, thighs and genitals — is especially vulnerable because it's warm and moist, making a perfect breeding ground for bacteria and yeast.

Bacterial or yeast (fungal) infection
Your baby's skin may react to a certain ingredient in baby wipes like Methylisothiazolinone or even Alcohol, a new brand of disposable diapers that may use a different material in which your baby’s skin might take some getting used to, or a detergent that may contain synthetic fragrance (parfum). Other substances that can add to the problem include ingredients found in some baby lotions namely Paraben or SLS, generic baby powders which is a big no-no today as most contains Talcum, and even baby oils which might use Petrolatum based ingredients.

Introduction of new foods
As babies start to eat solid foods, the content of their stool changes. This increases the likelihood of diaper rash. Changes in your baby's diet can also increase the frequency of stools, which can lead to diaper rash. If your baby is breast-fed, he or she may develop diaper rash in response to something the mother has eaten.

Sensitive skin
Babies with skin conditions, such as atopic dermatitis or seborrheic dermatitis (eczema), may be more likely to develop diaper rash. However, the irritated skin of atopic dermatitis and eczema primarily affects areas other than the diaper area.

Use of antibiotics
Antibiotics kill bacteria — the good kinds as well as the bad. When a baby takes antibiotics, bacteria that keep yeast growth in check may be depleted, resulting in diaper rash due to yeast infection. Antibiotic use also increases the risk of diarrhea. Breast-fed babies whose mothers take antibiotics are also at increased risk of diaper rash.

You can help avoid rashes from developing and promote healing when a rash is present, at every diaper change with some simple tips:
  • Always wash your hands before and after every diaper change. After changing diapers, wash your hands well. Hand-washing can prevent the spread of bacteria or yeast to other parts of your baby's body, to you or to other children.

  • Change baby’s diaper as soon as it’s soiled; at least every 1-3 hours during the day and once during the night.

  • Gently wipe or pat baby’s bottom with warm water and a soft, clean cloth or skin-friendly wipe. Don't scrub your baby's bottom. Scrubbing can further irritate the skin.

  • Don't overtighten diapers. Tight diapers prevent airflow into the diaper region, which sets up a moist environment favourable to diaper rashes. Tight diapers can also cause chafing at the waist or thighs.

  • Always wipe from front to back as you clean baby’s genital area.

  • Consider using a nappy cream regularly. If your baby gets rashes often, apply a barrier cream

  • Allow baby’s skin to air dry before re-diapering.

In the past, it was common to use powders, such as cornstarch or talcum powder, to protect a baby's skin and absorb excess moisture. Doctors no longer recommend this. Inhaled powder can irritate a baby's lungs.

If your baby's skin doesn't improve after a few days of home treatment, talk with your doctor. Sometimes, you'll need a prescription medication to treat diaper rash. Have your child examined if the rash:
  • Is severe or unusual

  • Gets worse despite home treatment

  • Bleeds, itches or oozes

  • Causes burning or pain with urination or a bowel movement

  • Is accompanied by a fever

  1. It is important to choose the right diaper size. Too loose or tight a fit will cause leakage from gaps between diaper and skin.

  2. If your baby is old enough to move on to the next diaper size, it would be advisable to do so as babies urinate more as they mature. Each diaper size is catered to a certain absorbency capacity accordingly. The bigger the diaper size, the higher the absorbency level.

  3. Always ensure that the barrier leg cuffs are pulled out rather than tucked in for more leak protection.

  4. Diaper positioning is important as babies do move around. A diaper that is not positioned right will cause leakage.

  5. Ensure that your baby diaper fully covers her belly button area. If the diaper sits below her belly button, that means that the diaper is hung too low and gaps at the leg cuff area will cause leakage.

  6. Do try to change your baby's diaper just before nap or bedtime as cluster before bed can cause your baby to urinate more during sleep.

  7. Be gentler with our diapers as we use soft cotton on the exterior. Excessive or rough tugging can cause tears and in turn, leakage when worn.

  8. Diapers are not meant to absorb baby's feces, only urine. Feces is meant to stay in diapers, but not to be absorbed. Change your baby's diaper immediately if your baby has defecated.

FAQ > Wipes

No. Our plant-based wipes will not leave any sticky or residual effects after usage.

Yes. Our wipes are safe and soft enough to be used on your baby’s hand, face and other areas.

The shelf life of our newly improved baby wipes is now 3 years.

No, we do not use Methylthiazoline in our baby wipes. Methylthiazoline has been known to cause rash and skin irritation on delicate baby skin.

Yes. All of our wipes are resealable. A plastic lid comes with the 80's and 50s, and a hard one touch sticker comes with the 20's and 10's.

We don’t use synthetic perfume on any of our wipes. Our Premium Honey Wipes have a fresh and subtle Organic Aloe Vera and Manuka Honey aroma to it.

Our Honey Wipes come in 3 packaging sizes, our 80s, 20s and 10s. Our Pure Water Wipes come in 2 packaging sizes, our 50s and 10s. Our Fresh Hydrating Wipes come in 80s. Contents remain the same for the respective ranges.

No, don’t flush our wipes. They must be thrown into proper bins.

Yes, you can recycle the plastic lids. Used wipes and the plastic packaging must be thrown away in proper bins.

Always make sure your wipes are properly sealed. Storing them in hot places could cause them to dry up faster but don’t worry, they remain safe for usage.

No. Do not add tap/bottled/boiled water to the sheets. Our wipes are made with pharmaceutical-grade purified water.

Yes, we do. Please do try our Premium Honey Wipes 10 sheets in a bundle of 6 packs over here. You may also try our Pure Water Wipes 10 sheets in a bundle of 3 packs over here.

Our wipes are made from thick 60gsm non-woven spun lace, with a honeycomb texture for an easier swipe each time. The texture gives you friction, which allows you to clean better.

After opening, the wipes are generally good to use within 3 months. This is because any longer than that, the moisture in the wipes may dry up. Remember to always seal your wipes back after each use.

FAQ > Skincare

Yes, we only use safe, natural and organic ingredients in our formulation. Our Chamomile, Rosemary and Aloe Vera extracts are both certified organic (USDA + COSMOS) and are fully imported from France. We do not use Paraben, SLS, SLES or any other harsh chemicals known to be carcinogens in our skincare range.

No, we know moms do not like skincare that leaves greasy residue on the skin. We have made our skincare absorb extremely well, and leaves only a powdery smooth finish on skin within seconds.

Our skincare lasts for 3 years from the manufacturing date. We have put our formulation through the toughest tests ensuring that ingredients are not compromised even in the harshest environment.

  • Moisturizer: Up to 1 year
  • Sunscreen: 6 months to 1 year
  • Masks: Up to 1 year
  • Treatment Products With a Pump: Up to 1 year
  • Treatment Products in a Jar Up to 6 months
Wash your hands before applying skincare, especially if you need to dip your fingers into a jar or tube. Bacteria on skin can easily contaminate skincare if not used in its recommended way.

We formulated our Ultimate Rescue Cream specifically with this in mind as we know many babies go through this phase in the early stages of life. Their skin is ultra delicate and can be susceptible to skin irritation very easily. We have gathered the best of healing properties in Manuka Honey, Tasmannia Lanceolata, Green Tea, Lavender and even Beta-Glucan to ensure that baby's skin is cared for in the most effective way possible.

Yes, of course you can! Our Super Soft Lotion can be used on the face, body, nappy area and some moms even use our Lotion on themselves too! We are that effective, and you can literally feel your skin feeling super soft to the touch within seconds.

Yes, you may! Our Nappy Cream is perfect for preventing and treating nappy rash, but it is generally very healing for baby's skin as a whole.

It is a 2-in-1 DEET Free formulation, both for preventive against bug bites and also healing on after stings. For prevention, reapply generous layers every 3-4 hours, and for healing, about 3-4 generous applications should take care of most swelling and redness.

FAQ > Cleaning

Yes, we only use safe, natural and organic ingredients in our formulation. Our Lavender and Aloe Vera extracts are both certified organic (USDA + COSMOS) and are fully imported from France and Mexico. We do not use Paraben, SLS, SLES or any other harsh chemicals known to be carcinogens in our cleaning range.

We do not use any synthetic perfume in our formulation, only the best of natural and organic essential oils. Our cleaning products bear our signature Mandarin aroma (Citrus) and Pome (Apple & Pear).

Yes, we would always advise parents to go for cleaning products that are free from perfume especially for babies with sensitive skin as that will aggravate skin further. Our cleaning products are made with top grade and fully imported ingredients, and moms even use our Bottle & Utensil Cleaner as hand wash after cleaning the utensils! Many moms have also commented that their skin does not crack or dry up after using our brand.

For full loads, use 2 full caps (60ml). For half loads, use 1 cap full (30ml).

You can use it for either one, no worries at all.

Yes, it is as easy as ABC!

Yes, you may! Again, we use no harsh chemicals in our formulation, only natural and organic essential oils and ingredients.

FAQ > Others

Kindly email us at [email protected] on your desired item. We can advise you on when the next shipment is or if it will be open for Pre-Order Sale soon.

Do register with us. We will be able to reach you during announcements of shipment arrivals.

Please email [email protected] with your name, telephone number, organisation and your product profiles/price listings.

We offer wholesale bulk discounts to registered companies. Kindly email us at [email protected].

We do, but it also depends on available stocks. We also have sample giveaways via our offline partners too. Kindly register with us to keep abreast of such announcements.

Kindly email us at [email protected] with your company profile, website and social media details. We will revert as soon as possible.

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