SHIPPING POLICY

STANDARD SHIPPING & PROCESSING

All orders placed through the éPure Malaysia Online Store will be processed after successful payment confirmation.

We currently provide delivery to addresses within Malaysia only. Orders must be delivered to a valid street address. P.O. Box addresses are not accepted.

Orders are processed and shipped on business days only (Monday to Friday, excluding Malaysian Public Holidays).

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

Examples:

• Order placed and paid on Monday at 10:00 PM → Processing normally begins on Tuesday.
• Order placed and paid on Friday at 10:00 PM → Processing normally begins on Monday, provided Monday is a working day.
• Order placed on a Public Holiday → Processing normally begins on the next working day.

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

Orders may be placed on hold for shipment for up to 7 days from the date the order is placed. If you would like us to hold your order, please contact our Customer Service team to make the necessary arrangement.

Flash Sales & Special Promotional Periods

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.

Estimated Delivery Time

Once your order has been shipped, the estimated delivery time is:

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.

Once your order has been handed over to our appointed courier partner, you will receive a shipment confirmation email with a tracking number.

Please allow up to 24 hours for the tracking information to become available or updated on the courier's tracking system.

DELIVERY CHARGES

The standard delivery charges are:

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.

SELF-PICKUP

You may select Self-Pickup as your delivery method during Checkout.

Self-Pickup orders must be placed at least one (1) working day before your intended collection date to allow sufficient time for us to prepare your order.

Same-day collection is not available.

Please wait until your order status changes to “Awaiting Customer to Collect” or until you receive our collection notification before visiting the pickup location.

Collection Period

Self-Pickup orders 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.

Collection Verification

The order may be collected by the customer, an authorised person nominated by the customer, or an instant delivery driver collecting on the customer's behalf.

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

• Order number
• Customer's name
• Customer's contact number

If you arrange an instant delivery service, such as Grab or Lalamove, to collect your order on your behalf, please inform our Customer Service team in advance so that we can prepare your order and verify the driver upon collection.

Any charges incurred for third-party or instant delivery services are the customer's responsibility.

DELIVERY FAILURE

Please ensure that your shipping address and contact information are complete and accurate before placing your order.

If you are unavailable to receive your parcel, please follow the instructions provided by the courier or contact the assigned courier partner using your tracking number to arrange for redelivery, where available.

If the courier is unable to successfully deliver the parcel after multiple delivery attempts, the parcel may be returned to éPure Malaysia.

If your parcel is returned to us due to an incorrect or incomplete address, unsuccessful delivery attempts, failure to receive the parcel, or other reasons not caused by éPure Malaysia, please contact our Customer Service team for further assistance.

If a parcel is returned to éPure Malaysia due to an unsuccessful delivery attempt, redelivery or re-shipment may be arranged. The customer will be responsible for the applicable delivery charges for redelivery or re-shipment.

INTERNATIONAL SHIPPING

We currently do not provide international shipping for orders placed through the éPure Malaysia Online Store.

If you require delivery outside Malaysia, please visit the appropriate éPure website for the destination country to check product and delivery availability.

RETURNS

Return Policy

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

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

A return request must be submitted within 7 working days from the date the order is received.

Submitting a return request does not automatically mean that the return, replacement, or refund has been approved.

Items Eligible for Return

A return request may be accepted in the following circumstances:

• The item received is damaged
• The item received is different from the item ordered
• The quantity received is incorrect due to an error by éPure Malaysia

The issue must be reported within 7 working days from the date the order is received and must be supported by the required information and evidence.

Items Not Eligible for Return or Refund

Returns or refunds will generally not be accepted in the following circumstances:

• Change of mind
• The customer no longer wants or needs the product
• The customer selected or ordered the wrong product
• The customer selected or ordered the wrong quantity
• The customer purchased the item by mistake
• Personal preference or dissatisfaction that is not related to a verified damaged or incorrect item
• The product has been used, opened, or unsealed, unless this was reasonably necessary to discover the reported damage or incorrect item
• The item was damaged after delivery due to misuse, improper handling, negligence, accident, or improper storage
• The product was not handled or stored in accordance with the applicable product instructions
• The return request is submitted more than 7 working days after the order is received
• The item is returned without prior approval or without following the return instructions provided by éPure Malaysia
• The customer is unable to provide sufficient information or evidence for éPure Malaysia to verify the reported issue
• A promotional, discounted, or sale item is being returned solely due to change of mind

Purchasing an item during a promotion, discount, campaign, or sale does not affect the customer's ability to submit a return request if the item received is verified as damaged or incorrect.

How to Request a Return

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.

To request a return, please email sales.my@epureskin.com with the subject “Return Item” and provide:

• Your order number
• A description of the issue
• Clear photo(s) of the item received
• Clear photo(s) showing the damaged area or incorrect item received
• Clear photo(s) of the packaging, where relevant

éPure Malaysia may request additional information or photographs where reasonably required to verify the return request.

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

Approved Returns

If your return request is approved, our Customer Service team will provide you with the applicable return instructions.

Where applicable, the approved item should be returned together with its original packaging and any accessories, free gifts, promotional items, or other items included with the purchase.

Once the returned item is received, éPure Malaysia will inspect the item and verify the reported issue.

Following verification, we will proceed with the applicable replacement, refund, or other appropriate remedy.

Any refund processing time may vary depending on the payment method, bank, or payment provider.

CUSTOMER SERVICE

We are committed to providing you with the best possible service. If you need assistance with your order, payment, delivery, Self-Pickup, or return, please contact us:

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.