éPure Malaysia FAQ

GENERAL

How do I register on the éPure Malaysia website?

Click the Account icon at the top right corner of the website.

You can create an account using:

Email address
Google account
Facebook account

Simply choose your preferred registration method and follow the on-screen instructions.

If you register using Google or Facebook, please use the same login method when signing in to your éPure account in the future.

How do I change my shipping details?

Please note that updating your address under My Account will not automatically change the shipping address of an order that has already been placed.

I forgot my password. What should I do?

If you registered using your email address:

Click Forgot Password? on the login page.
Enter the email address registered with your account.
You will receive an email with a password reset link.
Click the link and follow the instructions to set a new password.

If you registered using Google or Facebook, please sign in using the corresponding Google or Facebook button.

ORDERS

How can I make an online purchase on the éPure Malaysia website?

Select the product(s) you wish to purchase and add them to your cart.
Proceed to Checkout.
Enter or confirm your shipping information.
Select your preferred payment method.
Review your order and complete payment.
Once your order is successfully placed, you will receive an order confirmation from us. A payment confirmation may also be sent by the payment gateway.

How do I check my order status?

If you placed your order as a member:

If you placed your order as a guest:

Order status is not available online for guest orders. Please monitor your order status via email. You will receive an email notification whenever your order status is updated.

If you do not receive an email update, please contact our Customer Service team for assistance.

How do I know if my order is successful?

After successfully placing your order, you will receive an order confirmation email containing information such as:

Order number
Purchased item(s)
Shipping information

For online payments, you may also receive a payment confirmation from the payment gateway.

If you are unsure whether your order or payment was successful, members may check My Account > Order History or contact our Customer Service team for assistance.

Can I change my shipping information after placing an order?

Please contact our Customer Service team as soon as possible if you need to change your shipping information.

We will try our best to assist you. However, changes cannot be guaranteed once your order has entered processing or has been handed over to the courier.

Can I change the items in my order after placing it?

Once an order has been placed, the items in the order cannot be changed.

If you would like to purchase a different item, please place a new order.

What do the different order statuses mean?

PENDING PAYMENT
Your order has been created, but payment has not yet been successfully completed or confirmed.

PAYMENT SUCCESSFUL
We have successfully received your payment. Your order will proceed to processing shortly.

PROCESSING IN PROGRESS
Your order is currently being prepared and packed for shipment.

ON HOLD
Your order has been temporarily placed on hold. This may be due to a customer request, payment verification, or other arrangement. The order will not be shipped until the hold is released.

ORDER SHIPPED
Your order has been handed over to the courier. A tracking number will be available for you to track your delivery.

ORDER DELIVERED
For Self-Pickup orders, your order has been handed over to you or your instant delivery driver.

AWAITING CUSTOMER TO COLLECT
Your Self-Pickup order is ready for collection.

ORDER CANCELLED
Your order has been cancelled due to a customer request, unsuccessful payment, or administrative reason.

PAYMENT FAILED
Your payment was unsuccessful. You may continue your payment through your Order History or the payment unsuccessful email.

REFUND COMPLETED
Your refund has been processed from our side. The time taken for the refunded amount to appear in your account may vary depending on your bank or payment provider.

PAYMENT

What currency does éPure Malaysia accept?

All prices and payments are in Malaysian Ringgit (RM).

What payment methods are available?

We offer various secure payment methods through our payment gateway.

Available payment methods include:

Credit / Debit Card – Visa and Mastercard
Online Banking – FPX
eWallets – Boost, Touch ’n Go eWallet, MAE, ShopeePay and other supported eWallets
Grab PayNow or PayLater, where available
Atome – Flexible payment option

Available payment methods may vary from time to time depending on the payment provider.

What if I have difficulty or concerns about placing an order or making payment online?

Please contact our Customer Service team for assistance. If needed, we can also assist you in placing a manual order.

What if my payment was incomplete or unsuccessful?

If you placed your order as a member, log in to your account and go to My Account > Order History, then click [Continue Payment] to complete your payment.

Alternatively, you can click [Continue Payment] in the payment unsuccessful email sent to you.

Please note that the Continue Payment option is only available for 24 hours from the time the order is placed. After 24 hours, the payment link will expire and you will need to place a new order.

If you are still unable to complete your payment within the 24-hour period, please contact our Customer Service team:

Facebook Messenger: éPure / éPure Malaysia
Call: +603 7988 0282
WhatsApp: +6012 2280 715
Email: sales.my@epureskin.com
Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM, excluding Malaysian Public Holidays.

Do I need to notify éPure after making payment?

No. Online payments are normally verified automatically by our payment system.

You should receive a payment confirmation once your payment is successfully processed.

If payment has been deducted from your account but your order does not show a successful payment status, please contact our Customer Service team and provide your order number and payment details for assistance.

DELIVERY

How do you ship my orders?

Orders are delivered using our appointed courier partners, including GDEX and DHL.

The courier assigned to your order may vary depending on the delivery location and operational requirements.

How much is the delivery charge?

West Malaysia: RM12 per order
East Malaysia: RM20 per order

Free shipping is available for orders of RM200 and above after discounts, unless otherwise stated for a particular promotion.

When will my order be processed and shipped?

Orders with successful payment received by 11:59 PM will normally enter processing on the next working day.

Orders are processed and shipped from Monday to Friday, excluding Malaysian Public Holidays.

Example 1:
If your order and payment are successfully completed at 10:00 PM on Monday, your order will normally enter processing from Tuesday.

Example 2:
If your order is placed on Friday night, Saturday or Sunday, processing will normally begin from Monday, provided Monday is a working day.

Example 3:
If your order is placed on a Public Holiday, processing will normally begin on the next working day.

Once processing begins, we aim to prepare and hand over your order to the courier as soon as possible.

Will processing take longer during flash sales or promotional periods?

Yes. During flash sales, major campaigns, festive seasons, special promotional periods, product launches, or other high-volume periods, order processing and shipment may take ADDITIONAL working days due to the higher volume of orders.

We appreciate your patience during these periods and will process all orders as quickly as possible.

How long does delivery take?

Estimated delivery time after your order has been shipped:

West Malaysia: 1–3 working days
East Malaysia: 7–14 working days

Delivery times are estimates and may be affected by courier operations, Public Holidays, festive periods, weather conditions, remote delivery locations, or other circumstances beyond our control.

How do I track my delivery?

Tracking numbers are available once your order has been processed and shipped.

If you placed your order as a member:

You will also receive an email containing your tracking number once your order has been shipped.

You can use the tracking link provided to check the latest delivery status directly with the courier.

If you placed your order as a guest:

Tracking information is not available through an online account for guest orders.

You will receive an email containing your tracking number once your order has been shipped.

If you require further assistance, please contact our Customer Service team and provide your order number.

SELF-PICKUP

Can I choose Self-Pickup for my order?

Yes. Select Self-Pickup as your delivery method during Checkout.

Please wait until your order status changes to “Awaiting Customer to Collect” or until you receive our collection notification before coming to collect your order.

How long will my Self-Pickup order be reserved?

Your Self-Pickup order will be reserved for 7 days from the date you are notified that your order is ready for collection.

Please collect your order within this period.

If you are unable to collect your order within 7 days, please contact our Customer Service team before the collection deadline for assistance.

Can I collect my order immediately after placing it?

No. Please wait until you receive our collection notification or your order status shows “Awaiting Customer to Collect” before visiting the pickup location.

This allows our team sufficient time to verify, prepare, and pack your order.

Who can collect my Self-Pickup order?

The order may be collected by the customer or an authorised person nominated by the customer.

For verification purposes, the person collecting the order may be required to provide:

Order number
Customer's name
Customer's contact number

If another person or an instant delivery driver will be collecting the order on your behalf, please inform our Customer Service team in advance.

RETURNS

Are goods sold returnable or refundable?

All goods sold are final and non-returnable/non-refundable, except for verified damaged, or incorrect items, or where otherwise required under applicable law.

When is a return accepted?

Returns are only accepted for verified damaged,, or incorrect items received.

If you receive a damaged, or incorrect item, please contact our Customer Service team within 7 working days from the date the order is received.

Please provide:

Your order number
A description of the issue
Clear photo(s) of the item and the damaged area, or the incorrect item received

Please do not return or dispose of the item before receiving instructions from us.

All return requests are subject to verification and approval by éPure Malaysia.

CUSTOMER SERVICE

How can I contact éPure Malaysia Customer Service?

If you need assistance with your order, payment, delivery, Self-Pickup, or return, please contact us:

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