FAQs

1. Do you have a shop?
No, TheFaceSecrets.com is an online only shop based in Malaysia.

2. Do you have promotion or further discount?
Yes, some products are under promotion. Further discount is given from time to time. Please check our website frequently for the great bargain. Any large quantity purchase is entitled with little FREE gifts.

3. I am new to online shopping, please can you help me?
Of course! You may browse any items from the various different categories. They are mask, skincare, pore/toner, slimming, bodycare, makeup, eyecare, hand, lip gloss and sunblock. If you would like to order, simply contact us with the product(s) and quantity you would like. Once the order is confirmed, you may make payment using your preferred method. The products will be sent to your door step once we have received your payment. Enjoy shopping!

4. How to check if the item is in stock?
Once we have received your order request, we email you the stock availability. Please make sure your email is valid.

5. Can I pre-order items which are not in your website?
Yes, we are happy to help our valued customers to make special orders for any item(s) from Taiwan or Japan, especially from PayEasy. Simply contact us with the product name and quantity together with the website link.

6. Are there anymore Niu Er's items? Where to look for?
Products from Niu Er's, Kevin and Ladies First are easily found in PayEasy. There are also links in here.

7. I am looking for particular items from Japan, can you help me?
Yes, we are happy to help our valued customers to make special orders from Japan. Please check out Pre-order Request 预购询问.

8. What is the price for pre-order items?
Once we have received your request, we will check the stock availability with our suppliers. If the stock is available, an email will be sent to you regarding the price.

9. How long does it take to get my pre-order items?
It depends on stock availability. If stock is available, please allow at least 20+ working days to process the request. Click here for more details.

10. How to order the items?
After accepting our Terms & Conditions. Simply send us the product code/name, quantity, delivery address, shipping method and contact number via one of the following methods:
a)MSN or email: thefacesecrets@hotmail.com
b)Mobile: (+6)012-4588728
c)Leave a comment on TheFaceSecrets.com

11. How to pay?
Note: Please check the stock availability with us before making payment to avoid any inconvenience.
a) e-banking/ATM/Cash Deposit: Public Bank MayBank2U
b) Paypal (5% charge)
c) Cash on delivery (Penang only) venue @ e-gate Caltax station and Sunway Carnival.

12. How do you know if I have made a payment?
If you have made a payment via Public Bank/MayBank2U, please kindly contact us with the following details:
a) Order No:
b) Bank of Choice:
c) Date of Payment:
d) Total of Amount:
e) Name:
f) Contact:
If you have made a payment via Paypal, we will receive the notification by paypal.

13. How do I get my products?
Depends on the delivery method you have chosen. Once the payment is received and cleared, we will ship the products asap either by registered mail or PosLaju. If you are living in Penang, we can delivery the products to you directly at selected COD places.

14. Can I refund or exchange my products?
All sales are final. Goods sold are not refundable or exchangeable. We thoroughly check the condition of products before delivery. We do not hold responsibility for any lost or damages during shipping.

15. What is the shipping cost? How long does it take?
a) Registered Mail: RM4 per item. 500g-RM4; 1kg-RM6. Delivery within 3-7 working days.
b) PosLaju/EMS: Peninsular=RM7 per item; 500g-RM7; 1kg-RM10. East Malaysia=RM10 per item; 500g-RM10; 1kg-RM15. Delivery within 1-2 working days.

16. Can I save my money by combine shipping?
Of course! Combined shipping is available. The shipping cost depends on the total weight of items, delivery address and shipping method.

17. Do you delivery overseas?
Yes, international orders are welcome. Please email us thefacesecrets@hotmail.com for placing your order.

18. How much is the shipping cost to overseas?
The shipping cost depends on the location of delivery, shipping method and total weight of items. Please contact us for more details.

19. How long does it take to delivery to overseas?
If the stock is available, please allow 5-10 working days for delivery.

20. How to check my order status?
Tracking No. will be sent to you once the item is shipped. You can trace the status via Track & Trace. Your signature is required upon items arrival.