FAQ – Shipping & Returns

FAQ – Shipping & Returns

Shipping & Returns

How did my package ship?

Your package was shipped using the following methods based on the destination:

  • Within Malaysia: We employed the services of Poslaju for nationwide deliveries.

  • Singapore: The package was sent via Teleport/DHL, ensuring its safe journey to Singapore.

  • Across Malaysia: For deliveries within the beautiful expanse of Malaysia, DHL was chosen as the courier service.

Rest assured, we’ve tailored the shipping methods to ensure the best possible delivery for your package, depending on where it’s headed!

How do I track my shipment(s)?

Once your order has been shipped, you will receive a tracking number via Shipment Notification email. To track and check the status of your order, please click on ‘Trace Shipment’ attached in the Shipping Notification email.

How long does it take for my package to arrive?

Local & international shipping will take approximately:

  • East Malaysia: 2-14 business days
  • West Malaysia: 1-7 business days
  • Singapore: 2-7 business days
  • Other Countries: 5-14 business days

To get the most up-to-date delivery information once your order has been shipped, please refer to the tracking information in the Shipping Notification email. 

*Applies to in-stock items only. Please take note that Pre-order item(s) may take a longer time to receive. The dates provided are estimates and are subject to change.

*We do not take responsibility should the item(s) be delayed beyond our control such as, due to courier service delays, emergency, adverse weather conditions, or other environmental factors.


What if my shipping address was entered incorrectly?

The Skin Lovers diligently delivers your orders to the address provided, following your precise shipping instructions. Hence, ensuring the accuracy of the shipping address is solely the responsibility of the customer. To ensure a smooth delivery process, we kindly ask you to carefully review and confirm the accuracy and completeness of your shipping address before finalizing your order.

If you discover an incorrect address after making a purchase, we recommend reaching out to the courier company directly once you have your tracking information. They will be able to assist with options like intercepting the package, rerouting it, or arranging for a pickup.

While we do not provide refunds for address errors, we genuinely want to help you resolve any issues that may arise. If you need further assistance or have any questions, please don’t hesitate to contact our Customer Support Team at [email protected]

*Kindly note that The Skin Lovers disclaims any responsibility for shipments to addresses that were incorrectly entered during the checkout process.

How do I know my package has shipped?

All parcel will be shipped out between 1 to 3 business days. You will receive your tracking number via email based on the email provided during the checkout process. 

Kindly reach out to us at [email protected] if you have not receive your tracking number along with a screenshot of your conformation order. 

The items I’ve received are damaged/incorrect. What should I do?

We will provide you a refund, should you receive damaged or incorrect item(s).

When your order arrives, please inspect the parcel and item(s) for any damage that may have occurred during shipment. It is normal for shipping parcel to show some wear and tear, however, if damage occurred to the item(s) in your shipment or you have received the wrong item(s), please contact our Customer Support Team at [email protected] immediately.

To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

How long will it take to receive the refund for my returned item(s)?

Kindly allow between 14-20 working days from the date we received your returned package for a refund, upon approval.

Does the shipping fee cover customs duty fees?

No, the shipping fee does not cover any customs duty fees. Customs policies vary widely from country to country. Therefore, we cannot predict what your particular charges may be.

It is the responsibility of the receiver to bear any customs duties charged at the time of delivery. We recommend checking with your local customs office for specific fees before placing your order.

Please note that we will not accept refunds or returns if a customer declines to pay the customs duty fee.

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