FREQUENTLY ASKED QUESTIONS
If there’s no answer for your question here, feel free to send us an email by clicking here.
Monae Beauty® is a 100% Malaysian owned local cosmetic brand. We formulate our products in the United States with the highest grade and quality ingredients and manufacture it in Malaysia with greatly monitored under good manufacturing practices in Malaysia.
Definitely! Every product in Monae Beauty® has passed the KKM certification and of course, halal certification (Jakim halal). The ingredients in each of our products are halal ingredients. We only work with halal-certified manufacturers in Malaysia.
We tried our best to summarize all the important points about our products on each of our product pages. If it is not sufficient or clear enough, always contact us for more details by calling +603-77731278 or send us an email.
For the time being, Monae Beauty® products are only available at www.monaebeauty.co. We have no official retail shop for now, but we are in the midst of planning for one, stay tuned!
P.S. Every collaboration theme products can be found on our collaboration partner’s retail (if they have an official retail store).
As per now, our company is located in Puchong, Malaysia. All of our products will be shipped from the same location to your shipping address.
For information on a specific order you’ve already placed, click here for your Order Status. Otherwise, read below for general details:
Most orders will be shipped via Pos Laju Malaysia are delivered within 5 – 6 business days (West Malaysia) and 2 -3 business days (East Malaysia) from the order’s ship date.
Yes, you can, however order cancellation is only applicable before the products are shipped out to your shipping address. Once you received a tracking number from us, it means the product has been shipped out, order cancellation will not be accepted further on.
This is a very uncommon situation, however if this is the case for you, please send us an email ([email protected]) or call us at +603-77731278 for further assistance.
We accept major credit cards, debit cards, and also local Malaysia online banking via the FPX portal.
Yeap, we do! Please click the chat button at the bottom right corner and talk to our support agent for COD services.
Customer Service Information
Of course, there are! Even though we prefer email inquiries as it is the best platform to make sure all inquiries are answered properly, you can always reach out to our social media pages, e.g. Facebook Page, Instagram Direct Message. Make sure to follow our social media accounts too!
Sometimes we still have staff in our office after working hours, however most of the time they don’t. We do not recommend to call us after business hours but to send us a message on either our Facebook page or Instagram direct message.
A sincere apology to you if this happens. Our team is working really hard to make sure everything is in place. However, if that is the case, please send us an email ([email protected]) about your situation.
We might miss your call, but we will never miss any inquiry email!
We make the ordering process as simple as possible. Just follow through our flow from add to cart, checkout, shipping information and complete the payment.
Nope, not at all! We allow guest checkout for this use case. However, we do recommend you create an account under us for a couple of reasons.
With an account associated under our site, you can view your payment history, download PDF invoices, view order history, and more. It will be much easier for us to check your inquiries as well as for your self checking on our portal.
As a registered account owner under Monae Beauty®, we will on and off provide product samples for free to you. Surprise!
This is unusual as we provide nationwide delivery that covers every state within Malaysia. We recommend you to double check on your shipping address, make sure the Zip Code / Post Code, State and Country are all properly filled up.
If the problem persists, kindly reach out to us via email ([email protected]) or call us (+603-77731278)
You can find our promo codes and offerings here. Most of our promo codes are all applied automatically after you met the requirements. So do not worry about copy paste our promo codes 🙂
For other cases, some of our promo codes are distributed via email to our registered customers. If you have purchased one of our products in the past, you’re already in our email list and you can always opt-out from our mailing list with just a couple of clicks.
You can always use the back button on your browser to return to the checkout page and put in the discount code again, provided that you haven’t complete the payment yet.
If the payment is done, we are sorry that even we couldn’t help on that to revert the whole process.
This is also one of the odd issues. We have made our website to be compatible with major browsers. Try to refresh the page on your browser, change to private browsing/incognito browsing, or consider using Google Chrome to checkout.
For payment related, we are supporting major credit cards, debit cards, and FPX online banking that covers pretty much all of the banks within Malaysia. Consider to re-try using alternative credit cards or debit cards if that is the issue.
Don’t be frustrated if this happens to you. You can always reach out to us via call (+603-77731278) or email to us at [email protected]
Yes, we do. Every successful cancellation of the order will be charged for 7% for processing and handling fee. The charges might be varied in different situations and shall be determined when necessary.
Most of our products will be delivered to your shipping address via Pos Laju Malaysia.
Well, good news! As long as it’s in Malaysia, we are offering Free Shipping for every order.
For every delivery to Singapore, it will be a flat rate of RM25.00
For deliveries to Australia, the United States, and the United Kingdom, the prices vary based on weight, please check your final delivery cost on the Cart Page / Checkout Page.
Definitely yes! Once the product is shipped out, an email will be sent to your email address that includes the tracking code for your order.
Feeling lazy to check on your email? You can always log-in to your account here and find your specific order’s tracking code from your “order” tab.
Return & Refund
It is unlikely to happen as we always triple check our product before delivery. If that is the case, please do not hesitate to call us at +60377731278, our customer service will sort it out for you in no time.
We understand that there are certain occasions that you might refuse to accept the delivery. We have listed down the situation that can be returned & refunded under our policy:
1. The delivered product is not what you ordered.
2. The delivered product is broken or unusable.
Important P.S. once the delivery acceptance has been signed by you, we will not accept any monetary refund further at this point.
The process of return involves you returning the product to us and we will exchange another product to you. Return is only applicable within 3 days upon the acceptance of delivered product.
The process of refund involves monetary transaction between you and Monae Beauty® to be cancelled and credit back to your account. Refund is only applicable before the product shipped to you (“anytime before tracking code issued to your account”).
It will need approximately 5 – 10 working days (depends on different banks) to successfully refund your credit into your account. Please note that all refunds will be credited back to the same account during the order purchase. Changing to another account for refund will not be entertained as this might be a fraud that we would not like to take the responsibility for it.