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How do I know if I'm buying genuine items?

We only stock genuine and authentic items, sourced directly from the brands we work with – so you can be sure the item you receive is 100% genuine. Our authenticity pledge is backed by a 200% money back guarantee!

How do I know that I have successfully placed an order?

As soon as your payment is confirmed, we will send an email to acknowledge that we have received your order. You can view the status of your order by signing in to your account and selecting 'My Account'.

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through:

  • Check that your card’s billing details (eg: the security code and billing address) match what you’ve entered into our system.
  • Is your card expired?
  • Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check your bank before trying your card again.

After 24 hours, our main admin will contact you via WhatsApp to give you a second opportunity to make payment through direct bank transfer.

Where is my tracking number?

If you haven't received a tracking number, that means we're working on processing your order. Your tracking number will be available in your FavCosmeticsKL account and emailed to you as soon as your order is ready for shipment.

Why is my order status "Unfulfilled"?

"Unfulfilled" indicates that payment is made and your order is being prepared for shipment. The processing period varies depending on the order size and complexity, it takes time for us to process your order before we're able to begin shipment.

Can I edit my order list?

Unfortunately, changes are not allowed once the order is finalized. The invoice is already printed and released for processing so changes are no longer possible.

I'm having trouble logging in.

Please first make sure that you're using the same email and password you registered with. If you can't recall your password, click on “Forgot Your Password?” and you will be prompted to enter your email address. Then check your mailbox for the link to create a new password.

Can I change my shipping information?

As long as the order is still in process, we may still change the shipping information. Please reach out to us with your Order ID and revised shipping information soonest possible as we are not able to make changes if the order is shipped or is in transit.

For more information about shipping, click here SHIPPING.

How do I qualify for free shipping?

Free shipping is automatically applied at checkout when your order meets the minimum spend of RM500 for West Malaysia and RM700 for East Malaysia (excluding any products not eligible for free shipping). The threshold for free shipping is calculated after any promotions and discounts are applied.

For more information about shipping, click here SHIPPING.

Can I choose a specific time or day for my delivery?

Unfortunately, this service is currently unavailable for all our postage options. However, we encourage you to keep us updated on your availability to ensure your presence during the arrival of your parcel.

For more information about shipping, click here SHIPPING.

Do you do international shipping?

We currently do international shipping to Singapore and Brunei. We are working on expanding our shipping areas.

Help, my tracking number isn't in the system!

Sorry about that! It is common for the carrier to take 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all 48 hours after the details were furnished, please reach out to us as soon as you can via

For more information about shipping, click here SHIPPING.

My tracking number works but PosLaju hasn't delivered?

Oh no! To be super efficient, we highly recommend to contact PosLaju directly at 1-300-300-300.

Disclaimer: Once we have posted your parcel, we are not liable for any losses/damages caused by PosLaju.

For more information about shipping, click here SHIPPING.

What happens if I’m not in when my order arrives?

You’ll receive a little note from PosLaju in your mailbox with an address to a meetup point to collect your parcel. But if you take too long (after 7 working days), we most likely have your parcel and a re-delivery fee will be required.

Something is missing from my order, what do I do?

We may have sent your order in separate parcels so please check if any of your items will be arriving separately. If an item is missing, kindly reach out to our help team at with the order number and the missing item's name. We will look into this as quickly as we can.

Do you do Cash On Delivery?

No we don't, sorry!

What are the available payment methods?

We accept the following payment methods:
~ senangPay - VISA, MasterCard, Internet Banking FPX

 I chose Pick Up at checkout, what now?

1. Check whether your order is pre-order or readystock.
2. Wait for confirmation from our main admin. We will double check with you a day before the scheduled pick up date.
We do not tolerate rude or fussy buyers. We do not do rush orders.

Need more help?

Contact us at and we will do our best to get back to you ASAP. Thank you for your understanding while we experience an extremely high volume of inquiries at the moment.