FAQ for E-Commerce Program

Account Registration   Online Purchase   Stock Deliveries   Product Exchange / Refund Policy



Account registration

1. How do I register for an account with THEFACESHOP Malaysia e-shop?
  Simply click on the"SIGN IN" link on the top right corner of the page and you will be directed to the login page. Click on the register button under "For New Customers" and fill in your details as per required.
2. What happened if I forgot my password?
  Just click on the 'FORGOT YOUR PASSWORD' link and you will be directed to a password retrieval page. Fill in the requested information to verify yourself and your password will be sent to you. 
3. How would I be able to update my information?
  There is a 'USER PROFILE PAGE' and you could update whichever relevant information once you've login to your account.
4. I am a member of THEFACESHOP Malaysia Loyalty Program. Would I be able to enjoy the member benefits when I shop at THEFACESHOP Malaysia e-shop?
  We regret that our e-shop is not able to link to your membership ID. We will keep you posted once we are able to link your membership ID to our e-shop.


Online purchase

1. What should I do if I wish to do an online purchase?
  1. Sign in as a guest where you would need to fill up relevant information of yours upon each time you purchase goods from THEFACESHOP
    Malaysia e-shop, OR
  2. Register yourself for an online purchase account and login to your account every time you visit THEFACESHOP Malaysia e-shop.
  3. Simply select the products you wish to purchase by clicking Add To Cart with your intended quantity of purchase.
    Continue to shop for more products if you wish to, or simply click on your shopping cart icon to conclude the sales and proceed for payment.
2. If I had selected a wrong item, how do I undo my selection?
  If you have not checked out, click on the shopping cart icon on the top right hand corner and click on the REMOVE button.
However, if you have concluded your shopping cart and proceeded to payment, no changes can be made.
3. Can I cancel my order after the purchase?
  Once your order has been finalized and payment has been processed, no further changes can be made.
As such, THEFACESHOP Malaysia would like to advice all our customers to carefully select your items before proceeding for payment.
4. How would I be able to get advice on my skin type and the products that are suitable for it?
  We have prepared a Self Skin Test Chart 'LINK:SKINCARE CHART' for you to check if you are not sure of your skin type.
Alternatively, you can always drop us an enquiry which is available under each product's page and our team will get back to you within 24 hours.
5. How if the product I wanted to get is out of stocks?
  Simply click into the Stock Inquiry link 'LINK' and kindly list down the product/products that you wished to purchase but are currently out of stocks.
Our personnel will be contacting you after to inform you on when and where the product/products will be available.
6. How do I pay for my online purchase?
We accept payment via Master,  Visa, or any Debit Card issued locally by Malaysian banks.
We also accept online payments via Affin Online, Alliance Online, AmOnline, Maybank2U, PBeBank, Bank Islam, Hong Leong Online,
RHB Online, and CIMB Clicks.
We also accept payments through Pay Pal.
For credit card user:
a.     Make sure you double check your selection at the Shopping Cart.
b.     Re-confirm your delivery and contact details.
c.     Select your payment mode (MasterCard, Visa Credit, or any Debit Card issued locally by Malaysian banks).
d.     Fill in necessary details accurately to fnalize the payment on the iPay88 online payment portal.
7. How do I know whether did my payment gone through?
  Once your payment has been successfully processed, you will be directed over to a page to notify you of such.
After that, you will also receive an email from THEFACESHOP Malaysia to confirm that your payment has been received.
You will receive another email later stating that your order has been packed and dispatched, with the consignment note number and a
URL to track your delivery status.


Stock delivery

1. What is the delivery charge?
Free delivery within Malaysia for purchases amounting to RM200 and above.
RM10 (within Peninsular Malaysia) and RM20 (East Malaysia) for purchases below RM200.
2. What if I wanted the products to be delivered overseas?
We regret that we are only able to deliver our goods within Malaysia at this point.
3. How long would I need to wait for my order to arrive?
THEFACESHOP strive to deliver your purchases in the shortest time possible. Orders are delivered by City Link courier service, Mondays – Fridays,
excluding weekend and public holidays.
Kindly expect the goods to arrived within 3 working days (Peninsular Malaysia) to 5 working days (East Malaysia).
How would I be able to track my delivery status?
Once we have packed your goods, you will receive an email to inform you that your order has been dispatched.
The consignment note as well as URL to track your parcel's journey will be included in the email.
5. What if there is no one to receive my parcel when it arrives?
A collection coupon will be placed in your mailbox should there be no one at home.
Simply visit the collection center, with the address listed on the collection coupon to collect your goods. If no one is usually at home,
we advise you to key in your office address under your shipping detail during checkout or you can preset this during account registration.



Product exchange / refund policy

1. What is your refund and exchange policy?

Goods purchased are not returnable, refundable or exchangeable due to change of heart except for cases such as :

2. What if the stock I want to exchange is out of stock?

All the above cases require the same item you ordered to be given back to you. If the item is not in stock, store credit will be emailed to you to use at any time.
You can choose to wait until the item you want is back in stock or pick a different item. If you pick a different item, if the value is higher,
you will need to pay for the top up at check out.

If the value is lower, no refund will be given.
3. All emails should be sent to e-sales@thefaceshop.net.my.



A Return & Exchange form will be inside your parcel. Should you need to return the items to us based on the above cases,

you will need to complete the form send it back to us with the goods to :


Questeam Sdn Bhd
No.32 (2nd floor),
Jalan Segambut,
51200 Kuala Lumpur,







We Accept



Tel: 603 4044 9266

Monday – Friday

exclude Public Holidays


8.30am – 5.30pm  




Delivery timeline:
3 working days - Peninsular Malaysia 
5 working days - East Malaysia