Faster Result. Better Result.

FAQS

Orders

How to place order?

1. To place an order, select your desired product.

2. Specify the quantity desired and click "ADD TO BAG". The selected products will be automatically added to your bag.

3. Once your products have been chosen, click :VIEW BAG" at the top right corner.

4. A summary of your order will show, click "APPLY COUPON" if you have any coupon code.

5. Click "PROCEED TO CHECKOUT" and login if you have an existing account otherwise you can easily sign up by filing up your billing details.

6. Select your preferred method of paying and click "PLACE ORDER" to proceed with payment.

7. Proceed to payment as per instruction.

8. You will receive an email with your order invoice attached.

How do I use my coupon code?

1. Click “VIEW BAG” on the top right corner.

2. Enter your coupon code in the box located below your order summary.

3. Click “APPLY COUPON”.

4. Coupon promotion will be applied to your order.

I forgot to add coupon code to my order

Unfortunately, once an order has been placed and payment has been transacted, the amount is final and cannot be changed with regards to the coupon code.

Why is coupon code not working?

1. Check that coupon code has been properly typed-in without spaces

2. Make sure to add the required items to your order and that you have only one coupon code applied to your order

3. Check the terms and conditions of the coupon code to make sure it is eligible on your order

If you have checked all the above points and your coupon code have not been accepted, kindly contact Customer Service via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays).

Can I change or cancel my order?

Unfortunately, once an order has been placed and payment has been transacted, it cannot be cancelled. For product exchange, kindly refer to REFUND AND EXCHANGE section.

Can I save items in the bad and return to them later?

Your chosen products will remain in your bag for a few days. However, do take note that all products are subjected to stock availability and will not be reserved until you complete the checkout process.

How can I view my order details and status?

1. Login to your MELISSACHENS account.

2. Click on “ORDERS” and you will be able to view your order list

3. Select the order that you would like to track and click “VIEW”

4. You will be able to view your order details and status.

My Account

How do I create an account?

1. Go to “LOGIN” at the top right corner of the website.

2. Enter your relevant details in the “REGISTER” section.

3. Click “REGISTER” to submit registration.

4. Similarly, you can create an account upon checkout.

What should I do if I forgotten my password?

1. Go to the “LOGIN” at the top right corner of the website.

2. Click “FORGOT YOUR PASSWORD?".

3. Enter your username or email address associated with your account, click “RESET PASSWORD”.

4. We will send you an email with a link to create your new password.

How can I update my personal information?

1. Login to your account and click “ACCOUNT DETAILS” or “ADDRESSES".

2. Enter the desired changes and click “SAVE CHANGES".

Refund & Exchange

Can I request refund for an item brought online?

Goods sold are strictly non – refundable.

I had accidentally bought the wrong product, can I exchange it for another product?

Product is exchangeable if it is still in good and original sale condition as long as the following terms and conditions are met:

1. Contact Customer Service within 3 business days from the date product is received by submitting your exchange request via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays).

2. Return the product within 14 calendar days to MELISSACHENS from the date you received it.

3. Product must be purchased directly from MELISSACHENS.COM.

4. Exchange is allowed if the product is in the original packaging and must be in sealed condition.

5. No loss or damage parts whatsoever on the product.
Product purchased is not eligible for exchange if:

- The product package has been opened or unsealed

- Product is part of a kit or gift set

- The product is a clearance sales item

- Purchase with purchase promotion item

- Gift with purchase promotion item

If the product to be exchanged is of higher value, you will need to pay the price difference. If replacement product is of lower value, no refund will be given on the price difference. We will email you a new invoice inclusive of shipping charges.

You may bank in the payment to:
Melissachens Sdn. Bhd.
RHB Bank – 2125 81 0000 3328

Once payment is received, we will send our courier service provider to collect the product from you.

How can I return the product to you?

For exchange, kindly contact Customer Service within 3 business days from the date product is received by submitting your exchange request via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays)and provide the following information:

- Order Number

- Product purchased

- Product to the exchange with

- Payment slip for price difference

- Address for product pickup and mailing

Brand & Product

How long is the expiry date of MELISSACHENS online product?

Products sold on MELISSACHENS.com / MELISSACHENS.com.my will have a minimum of 6months shelf life unless stated otherwise.

Can I have a FREE Skin Consultation?

Absolutely! We invite you to visit our signature salon, MELISSACHENS SKIN BEAUTY SPA @ 1UTAMA for a personalized skin diagnosis at no cost to correctly identify your skin needs before you make any product or facial purchase decisions.

How do I review a product?

We would love to hear your experience with our products!

To leave a review:

1. Login to your “MELISSACHENS” account.

2. Visit the product page that you would like to review.

3. Click on “REVIEWS”.

4. You will be able to leave your rating, review and submit image.

Brand & Product

Does Melissachens have membership program?

Yes, we have a FREE membership program to reward our loyal customers.

How do I apply for the membership?

To be a MELISSACHENS member, just register on MELISSACHENS.com to start enjoying our member benefits.

Benefit of being a Melissachens member?

When you join MELISSACHENS membership program, you will enjoy the following benefits:

1. Exclusive member’s deals & offers.

2. Free gifts with every purchase.

3. Personalized birthday gift.

4. Exclusive invitation to pre-launch sampling, launch events, workshops and more!

Professional Partnership

Can I offer your products in my hotel, guest house or beauty salon?

We are delighted to discuss partnership opportunities. Kindly contact us via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays).

Payment

Which payment option do you accept?

We are using Ipay88, which accepts the following credit and debit cards: Visa, MasterCard, American Express and Paypal.

We also accept Online Banking payments via:

- CIMB Bank

- Maybank

- Hong Leong Bank

- Ambank

- RHB Bank

- UOB Bank

- Affin Bank

- BSN

Shipping

Can you ship to a P.O Box address?

Please note that we cannot ship to a post office box address.

We will require you to acknowledge receipt of your order. If you are not at the shipping address at the time of delivery, you will need to contact the relevant courier company to arrange for second shipping. Or you may choose to collect your package at the courier service branch.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any party as a result of delay caused by our carrier or by any unexpected events beyond our reasonable control or foresight, including but not limited to any delay caused by an incorrect shipping address being provided to us.

How much does shipping cost and how long does it take?

We offer FREE shipping on total purchase above RM200 from our online store.
Do take note that total purchase excludes shipping fees.

Shipping fees:
• West Malaysia: RM8
• East Malaysia: RM18

Items purchased will be couriered via standard service and should arrive within 3 – 5 business days for West Malaysia, and 5 – 8 business days for East Malaysia (Monday to Friday, excluding Public Holidays), upon order payment confirmation.

Do you ship internationally?

Yes, we do ship internationally.
Kindly contact Customer Service via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays) to enquire about international shipping fees and times.

Can I track my order?

1. Login to your account and click “ORDERS”

2. Select the order that you would like to track and click “VIEW”

3. You will be able to view your order status from there.

A shipping confirmation will be emailed to you within 1 business day after your order has been shipped. The tracking link you received should be activated within 24 hours, and order tracking details can be monitored through the relevant courier company’s website. For any additional information, please contact Customer Service via email at info@melissachens.com or call 03 – 6156 1989 (Monday to Friday: 10am – 5pm, excluding Public Holidays).

How to change my shipping address?

1. Your order can be delivered to a different address from the billing address.

2. Go to “ADDRESSES”.

3. At “SHIPPING ADDRESS”, click “EDIT” and enter your new shipping address.

4. Save your address and your details will be updated.

5. Please note that we are not able to change the shipping address once shipment has been couriered out.