F & Q
What is the return process?
How do I return an online purchase?
You can get in touch with our Customer Service here and include the following details in your enquiry:
- Order Number,
- Name of the Item, and
- Reason for return
Am I able to return an online purchase in-store?
Yes! However, online returns can only be refunded as store credit in the form of a Sephora Gift Card and are subject to our return and exchange policy.
Am I able to return an in-store purchase online?
Unfortunately, all in-store purchases will need to be returned in-store. We apologise for the inconvenience caused!
Am I able to return an item bought from Sephora in another country?
All returns for international purchases are currently not available.
Can I get a list of ingredients for a product?
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Yes. You may see the ingredients for each product under the designated product page under the subheading 'Ingredients'.
Can I make changes to or cancel my order once it's been placed?
Unfortunately, once you successfully make an order, we're not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul. As Sephora is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!
What are your delivery options and how much is shipping?
We're happy to offer the following delivery options:
We do have some terms and conditions for delivery though!
- Delivery times are based on orders placed before 12pm MYT.
- Delivery fees apply if your minimum purchase falls below RM110 after discounts are applied.
- Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.
- Delivery is only available on weekdays (excluding Malaysia Public Holidays).
What if my payment has failed?
There may be several reasons for why payment for an order has failed. Reach out to our Customer Service Team here and let us help you.
Redeemed a Sephora Beauty Pass Reward with your failed order?
- For item(s) from the Rewards Boutique: Points will be automatically be credited back to your account after 7 business days.
- For Welcome and Birthday Rewards: Please reach out to our Customer Service Team here.
Why is there a delay in delivery?
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Due to a high volume of orders and our precautionary measures—taken by us and our delivery partners—please expect a delay in the delivery of your order. You may log into My Account to check the status of your order.
Can you notify me when an out of stock product is back in stock?
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We love our beauty products and know how frustrating it is when a product is out of stock. Please click the 'Waitlist Me' button located on the right hand side of the product page that is currently out of stock, and complete the required fields. You will receive an automated notification via email once the item is back in stock.
What is the return and exchange policy?
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SkinHack allows for returns and exchanges if you've changed your mind about a product. This applies to online and in-store returns.
All returns and exchanges due to change of mind are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
- For online orders, shipping costs associated with the return of the product will not be covered by Sephora.
- Your rights under any applicable consumer law are additional to and not affected by Sephora's return and exchange policy above.
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Met all the requirements? You can contact our Customer Service Team here. Select your issue as 'Returns / Exchanges' and provide your order number and the name of the item(s) you wish to return.
What kind of payment method may I use at skinhack.my
We accept the following payment options :
Credit Card - We accept Visa/Mastercard/AMEX
PayPal - Choose to pay securely through PayPal using your debit card or credit card. Registration is free and easy. For more information, please visit www.paypal.com.
Where is my order confirmation number?
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An order confirmation number is only generated for online orders - once you've successfully placed your order online via our website ONLY , you will receive an email containing the details of your order.
The order confirmation number begins with 'LX'