FAQ

I have some questions about a product. How do I get more information?
We’d be more than happy to help – kindly drop us an email by filling in our contact form below and we will be happy to assist you.

What currency would the transactions be denominated in?
Prices are displayed in either Malaysian Ringgit (RM) or Singapore Dollars (S$) depending on your location (IP address).

How do I make payment for my purchases?
You can choose to pay via direct bank transfer / bank-in or credit / debit cards (via PayPal).

How do I know if the order was placed successfully?

Once you’ve placed your order successfully, you should see an order confirmation page with your order reference number. You will also receive a confirmation email that contains the details of your purchase and an order reference number. If for any reason the transaction was unsuccessful, kindly place the order again. In case of any doubt, feel to contact our customer service personnel by filling in the contact form below and we will be happy to verify your transaction for you.

Is my purchase transaction secure?
We’re committed to your privacy and security so that you can shop with a peace of mind. We utilise a secure payment gateway via PayPal with Secure Socket Layer (SSL) technology with high security encryption. At no time is your credit card information compromised nor is it stored on our servers.

Can I change or cancel my order?
Unfortunately, you cannot modify or cancel an order after payment has been made. However, if you have any problems with your purchase, just fill in our contact form below and we will try our best to assist you.

Where do you deliver to?
We deliver to Malaysia, Singapore and ship worldwide as well. You can calculate the international delivery charges during checkout.

When will I receive my item(s) after placing an order?
Once payment has been received, we aim to send out all items by the next working day via express courier. As a rough estimate for deliveries within Malaysia, you should receive your items within 2 – 5 working days (Monday-Friday) once your order is shipped, excluding public weekends & holidays. You will receive an email with your consignment slip once your order has been shipped.

Do I need to be present at the time of delivery?
We use an express courier service to deliver all orders. A person will be required to sign and accept delivery of the purchased product(s). This is to verify that the goods were delivered and received correctly.

I have not received my parcel. Who can I contact?
Please get in touch with our team by filling in the contact form below. Do include your order confirmation number in the email.

How much are the delivery charges?
We provide FREE delivery within Malaysia & Singapore. No minimum purchase required.

As for international delivery, you can calculate the delivery charges during checkout. It varies depending on the item(s) purchased and your shipping address.

Where will my order be shipped out from?

Your order will be shipped out either from Malaysia or Singapore depending on availability.

For all other international orders, items will be shipped by courier, which takes up to 2 weeks for transit time between airports and will require signature upon delivery. Tracking numbers will be provided via email once your order has been shipped out.

Do you deliver to my country and how much are the charges?

You can check this at your cart page during checkout. The delivery charges can be calculated there as well.

Will there be customs and import charges?

Customs or import duties may be charged once the parcel reaches its destination. These charges must be paid by the recipient of the parcel. As customs and import duties vary, we are unable to tell you the exact costs. Do contact your local customs office to find out about any potential additional charges.

Please check with your customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed. If the product(s) is seized by customs, there will be no credit processed for the product(s).

Unfortunately SkinBiotech will not be liable for packages refused or held by customs for delivery.

How long does it take for my parcel to reach me?

Estimated transit time varies for each country. Transit times are subject to custom’s clearance, transport conditions and volume of mail traffic, and may take up to 2 weeks or more to arrive.

Compliance with regulations:

We are a company regulated under the laws of Malaysia. We operate in Singapore and Malaysia and all our products comply with all the laws and regulations of both countries. We do not guarantee compliance with specific local laws, regulations or specifications under the local jurisdictions of individual customers.

Do you have any return or exchange policy?
Your satisfaction is our primary concern. For incorrect, damaged or defective items, we have a 14 day return policy upon receipt of item(s) by the customer, subject to the following terms and conditions:

• Item(s) must be in their original purchase condition. All packaging must be unmarked and not defaced in any manner.
• This return policy does not apply to items which have been stated as Non-exchangeable and Non-refundable on the website.

All returns will be reviewed and we reserve the right to:

• Replacing the product with a new item of the same original order
• Full refund either in cash or SkinBiotech credit / points

How do I return an item?
For all return requests, please fill in the contact form below, including your contact details, Order ID and the reason for return. We will inform you once your request has been received and proceed with the refund as appropriate.

Where will I find my order ID or order reference number?
Once you have placed an order, you will receive a confirmation email from us which will have your order reference number on it. Please keep this in case you need to get in contact with us. Alternatively, you can refer to your Order History upon signing into your SkinBiotech Account.