General

How do I register on the éPure Malaysia website?
Click on the Login / Register button on the top right corner of the website and you will be directed to an online registration form. 

How do I change my shipping details?
You can go to "My Account" page and change your details here.

I forgot my Password for my account. What should I do to retrieve it?
1. Click on “Forgot your password?” enter the email address you used to register.
2. You will receive a temporary link to reset your password in your email.
3. Click on the link in your email and reset new password.

Orders

How can I make an online purchase on the éPure Malaysia website?
1. Choose the product you want and proceed to Checkout.
2. At Checkout, enter your shipping information and choose your payment method.
3. Confirm and place your order.
4. You will receive an order confirmation from us; and a payment confirmation email from the payment gateway.

How do I track my order status?
Please check in "My Account" > "Order History & Details". You will receive an email notification once the products has been shipped with tracking number. You will able to track the shipment status via PosLaju Website.

How do I know that my order is successful?
After placing your order and making payment, you will receive an email notification, which confirms your order number, name, item purchased and shipping information.

Can I modify my shipping information after placed order?
Please contact with customer service to amend your shipping information.

Can I modify my order items after placed order?
Order items are not able to modify after placed, please submit a new order.

What do the order statuses "PAYMENT ERROR, PAYMENT ACCEPTED, PROCESSING IN PROGRESS, SHIPPED, DELIVERED and CANCELLED" mean?
PAYMENT ERROR: There is a problem with your payment, please reorder again.
PAYMENT ACCEPTED: We've received your payment, will be process your order shortly.
PROCESSING IN PROGRESS: We're processing your order, it's ready to ship.
SHIPPED: Order has been shipped and tracking number is available.
DELIVERED: You're successfully received your order.
CANCELLED: Cancelled by an admin / the customer or payment failed.

Payment

What currency does éPure Malaysia accept?
We only accept payment in Ringgit Malaysia (RM).

What are the payment methods available?
All payments are processed by Paydollar. PayDollar Malaysia is and advanced payment gatway developed by Asiapay, a leading payment service provider in the Asia Pacific region, to provide local merchants in Malaysia.
We accept the following payment methods:
• Credit card (MasterCard™, Visa™) 
• Online banking (FPX) 

What if I can't make payment online?
Please contact with customer service to place your order,
Call us: +603 7988 0282
Whatapps us: +60 12 228 0715
Email: sales.my@epureskin.com.
Facebook: www.facebook.com/epureskin 

How do I notify payment?
You will receive a payment confirmation email from the payment gateway. Payment will validate by the system automatically. If system validation failed but you believe that payment already transferred, please contact us.

Delivery

How do you ship my orders?
All your orders are sent via Pos Laju.

How much is the delivery charge?
Flat-rate shipping charge of RM12.00 for every single order applied to West & East Malaysia.
Free shipping is provided if the order (after discount, if applicable) is RM200 and above.

When do you ship my order once payment confirmed?
We'll ship out your order within 24hrs (Monday-Friday before 12pm, excluding Malaysia Public Holidays) as soon as we received payment. Orders made after 12pm will be processed on next business day. *Exceptions of additional working days during holiday period.

How long does delivery take?
West Malaysia - 1-3 business days / East Malaysia - 3-5 business days.*Exceptions of additional working days during holiday period.

How to track order delivery status?
You will receive an email notification once the products has been shipped with tracking number. You will able to track the shipment status via PosLaju Website.

Returns

How if I receive damage or wrong item?
Please contact our customer service or email your inquiry to sale.my@epureskin.com my with subject “Return Item”. We will assist you as soon as possible. Please allow 7 working days for your inquiry to be processed. To make the process run smoothly and faster, do email your inquiry with picture(s) of your item(s) matter & condition. Please allow a minimum of 14 working days from date we receive your return package to you.

What are the return requirements?
Returns must be made within 14 days from date of purchase, damage or wrong items must be return together with original box.
Following are non-refundable merchandise,
• Items received more than 14 days.
• A used or unsealed product, except certain stated conditions
• Product not sold by éPure Malaysia
• Product damaged by buyer.
• Product with missing part.
• Free gift and samples.
• Promotion item.

Promotion & Discount

How do I apply promo code?
Click the 'Have a promo code?' during you check out, and enter 'Promo Code' on the cart page. Please ensure the code you entered matches exactly with the one you have received Click 'Add' button and get your discount.

Why my promo code could not be applied to my order?
Please ensure you fulfil the requirements to use the promo code.
• Minimum order amount.
• For first time customer only.
• One time use only.
• Certain products only.
• Not valid with expired code.
• Not valid with other promotions

Can I exchange my free product/gift to other product?
Free product/gift are non-exchangeable for cash or any other product/gift.

Can I use promo code with my rewards points?
No other promo code valid when redeeming reward points.

Rewards Points & Referral

What are the Rewards Points & Referral?
Reward Points & Referral are part of our rebate program to be used as a cash discount when you purchase. Earning points for every order placed, points for referring a friend, double point reward days, and some surprises along the way!

Where can I redeem by Rewards points?
You can only redeem all your Reward Points in epureskin.com.my.

Are my Reward Points transferable?
No. All Reward Points are not transferable or combined with any registered accounts.

Will my Rewards Points expire?
No. Rewards Points never expire so that you can redeem your points for cash discount whenever you desire.