FREQUENTLY ASKED QUESTIONS (FAQ)
Shipping
How much does shipping cost?
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Nationwide delivery will cost at a flat rate of RM8 for Peninsular.
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RM15 for Sabah & Sarawak for the first 1kg.
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International shipping costs will vary depending on the destination.
Do you ship internationally?
Shipping is currently available to 32 countries/territories in 6 regions:
Australia, Bangladesh, Cambodia, Canada, Denmark, France, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Korea, Netherlands, New Zealand, Pakistan, Philippines, Poland, Romania, South Africa, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, UK, USA, Vietnam
Don’t see your location on the list? Click here to check out our partners
Think we should ship to your location? Let us know
COVID-19: Shipping to open to additional areas when conditions permit. Restrictions may apply.
If you have encountered issues regarding the delivery method, you can contact us using the “Chat With Us” tab on your bottom right.
When will my order ship?
Processing may take 1 to 2 business days. Orders that are made successfully before 3PM MYT will be shipped out on the same day. Orders after 3PM MYT will be shipped out the next business day. You will receive a fulfillment and shipment notification email with a tracking number as soon as your package ships.
COVID-19: Shipping delays and restrictions may apply.
How long will shipping take?
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1- 3 working days for Peninsular
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4 - 7 for East Malaysia
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8 -14 days for international deliveries
Do I have to pay custom taxes on my shipment?
The recipient is responsible for any related import taxes and duties, and SHEA SKIN CO. does not have any control over these charges. Customs issues vary by countries, so please contact your local Customs Office if you would like further details.
SHEA SKIN CO. will not be accepting any return or refund on order due to Customs related issues, and we cannot ship our replacement packages due to these issues.
Checkout and Order
What type of payments do you accept?
We currently accept payments through Visa, Mastercard, and PayPal.
Payments are processed through Razer (card) and PayPal on their respective secure platforms.
What currencies do you charge in?
Although all prices are given in Malaysian Ringgit, you will be charged and invoiced in your local currency.
Do you charge duties and taxes?
SHEA SKIN CO. does not have any control over customs charges and cannot estimate the amount as they are dependent on the destination country. Please contact your local Customs Office if you would like further details.
How long will shipping take?
As soon as you order, our logistics team begins preparing your order so that you can receive your order as soon as possible. This means that there is a small window in which we can stop the order from being processed and shipped.
Please email us at customer.service@sheaskinco.com as soon as possible with the subject, “CANCELLATION”, and make sure to include your order number, full name, and email so that we can find you right away. We will do our best to catch the package before it goes your way.
What is your return policy?
In case you’re not fully satisfied with your purchase, kindly contact our friendly customer service team at customer.service@sheaskinco.com or contact +603-87308287. We will carry out the verification process for the refund. All return requests will be subject to Shea Skin Co.'s verification and approval.
Kindly note that parcel return without verification is not acceptable. Any items returned without Shea Skin Co.'s approval will not be accepted, refunded, or returned to the sender.
My order is damaged, missing or incorrect. What should I do?
If you received a parcel with damaged, expired, incorrect or missing items, let us know immediately at customer.service@sheaskinco.com or contact +603-87308782 so we can make things right for you!
Important note:
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The return request must be made within 3 business days from the order received date. Once your request has been processed, we’ll send you a confirmation email.
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The return item must be handed over to the courier company within 3 business days upon Shea Skin Co.'s approval of your request.
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Kindly attach a single photo which includes: Shea Skin Co.'s packaging + Consignment note + faulty product.
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Please do not discard any of the affected items in your parcel as they may need to be returned to us if required.
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Any item(s) purchased as part of a set or a multi-item pack must be returned as a whole set.
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If we are unable to replace the product due to unavailability or other causes, we will proceed to refund your item.
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For refunds, you will be credited (via web e-wallet) with the full value of the product, excluding any voucher(s) used.
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Any items returned without Shea Skin Co.'s approval will not be accepted, refunded, or returned to the sender.
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Please be advised that Shea Skin Co.'s tracks all returns for return abuse and reserves the right to regulate the number of exchanges or returns at any time.
Conditions for automatic cancellations
In some cases, your order might be automatically canceled, payment may be refused, or your order may be manually voided by us. These conditions include, but are not limited to:
Your IP may have been deemed suspicious, indicating potential fraud or scam.
You have selected too many of one item, indicating potential fraud or scam.
You have requested too many payments in a short amount of time.
Your billing information does not match the listed information on your card.
An item you ordered is out of stock.
If you feel a mistake has been made, please contact us
Product
The product that I am interested in is out of stock. What should I do?
We are doing our best to replenish stock of our products as soon as possible. We apologize for the inconvenience and appreciate your patience. Rest assured we are not discontinuing any of our products.
In the meantime, please add your email to the sold out product's waitlist on the respective product page so that you are notified as soon as the product comes back in stock!
I bought your product from a third-party marketplace
Please note that we only accept returns and exchanges for products purchased from www.sscosmetics.com. If you purchase our products from other retailers, please contact the store directly.