Shipping & Delivery
Accurate Shipping Address: Ensure your shipping address is accurate, as amendments cannot be made after your order number is generated.
Processing Time: We strive to prepare and dispatch your orders as quickly as possible. Orders are packed and shipped from Monday to Friday, excluding weekends & public holidays.
Shipping Duration: The shipping duration varies depending on your location. In most of cases, 3-5 working days to receive the parcel after the order is submitted for West Malaysia while East Malaysia might take about 7-10 working days.
Third-Party Courier: We utilize third-party courier services for deliveries (Best Express or SF Express). While we hope for timely arrivals, unforeseen delays may occur beyond our control. We will take the necessary actions to ensure prompt delivery.
Shipping Confirmation: Once your order is shipped, you will receive an email and/or SMS from our courier partner with a tracking link for your parcel. If the tracking link does not work, please contact us at support@prefaceskin.com for your tracking number.
Rest assured that we are committed to ensuring a smooth shipping and delivery process for all our customers in Malaysia. If you have any questions or need further assistance, you can reach out to our support team.
Yes! We ship to Singapore as well! Please Whatsapp +60 12-620 3022 or email support@prefaceskin.com to seek help.
All the orders will be charged RM6 for West Malaysia, and RM10 for East Malaysia. The shipping fees will be waived if the order is above RM200 in one receipt.
A shipping fee will be charged for each parcel according to its weight.
Return, Refund and Cancellation
In the case that you are not satisfied with your purchase (e.g. damaged during shipment, wrong item shipped, etc), kindly inform Customer Service at support@prefaceskin.com before returning the item. Otherwise, your request will not be processed.
- The product return request must be made within 7 working days from the date received.
- Damaged items must be returned together with their original box and packing slip.
- Please provide the return parcel tracking number for all items.
- Customers would have to bear the postage fees for shipping item(s) back to us during the return process. Preface will bear the postage fees if the wrong item(s) was shipped.
- Please allow 10 working days for this process to be completed.
- For more information, kindly email to support@prefaceskin.com
- Kindly email your inquiry to support@prefaceskin.com with the subject “Return Item with an order number”. We will assist you as soon as possible.
- Please allow 10 working days for your inquiry to be processed.
To make the process run smoother and faster, do email or Whatsapp to +60 12-620 3022 on your inquiry with picture(s) of your item(s) & its condition and your order details for record purposes.
Please allow a minimum of 10 working days from the date we receive your return package.
Please note that we do not accept returns or offer refunds for the following situations:
- Change of mind: Once a purchase is made, we do not accept returns or offer refunds simply due to a change of mind.
2. Product unsuitability: If the product is not suitable for your specific needs or preferences, we cannot process returns or issue refunds. Although we do not accept returns, we are committed to providing support and guidance to help you get the most out of your Preface product.
3. Returning unused product: Even if the product is unused, we do not accept returns or refunds for such cases. We advise our customers to carefully review the product details and specifications before purchasing to ensure that it aligns with their requirements. However, if you receive a damaged or defective product, please contact our customer service team within the specified period for assistance and possible resolution.
I need more information about this. Who do I contact?
- You can contact our customer service at +60 12-620 3022 or email your inquiry to support@prefaceskin.com
- Our customer service will contact you during working days and hours (9 am-6 pm).
Customer Inquiry
Our customer support team is available to assist you every weekday (Mon-Fri) from 9 am to 6 pm. You can contact us through various channels:
WhatsApp: 012-6203022
Email: support@prefaceskin.com
Direct Message: Instagram / Facebook @preface.skin
Feel free to contact us with any questions or concerns, and we'll be happy to help you. Please note that any inquiries received after 6 pm will be attended to promptly on the next business day.
For marketing, partnership, corporate, and any other business inquiries, please reach out to us at hello@prefaceskin.com. Our team will be delighted to assist you with any business-related matters.
Payment and Purchase Gateways
We offer a variety of convenient payment methods for online shopping at Preface:
Credit / Debit Card (Visa and Mastercard)
We accept all Malaysian and international Visa and Mastercard credit and debit cards with 3D secure (Verified by VISA and Mastercard secure), except cards from the USA, Canada, Brazil, Costa Rica, Argentina & Australia.
Internet Banking
You can make payments using Internet banking from all local Malaysian banks. Simply choose your bank from the list of available options during checkout, and you will be redirected to your bank's online banking login page to complete the transaction.
E-Wallet (Boost, Grab Pay, Shopee Pay & Touch N Go)
We support digital e-wallet payments, including Boost, Grab Pay, Shopee Pay & Touch N Go. Select your preferred e-wallet during checkout, and you will be redirected to the platform of your choice to complete the payment.
In addition to our website, we have expanded our presence to several online platforms, offering you more choices and flexibility.
You can find Preface products on the following platforms:
- Shopee: https://shopee.com.my/prefaceskin
- Lazada: https://www.lazada.com.my/shop/prefaceskin
- Facebook: preface.skin
- TikTok: preface.skin