FAQ Kamelia Cosmetics
Please go to our How To Order page for more tutorials and follow simple and easy steps to order.
We will process and ship your order within 1-2 working days. Please expect 3-5 working days shipping during new product launches or sales. We’ll try our best to get your product to you ASAP.
A tracking number will be automatically be sent to you via SMS once your order is ready to be shipped.
All orders will be shipped via Poslaju. Orders shipped to Semenanjung areas are expected to arrive in 1-3 working days, whereas orders shipped to Sabah & Sarawak are expected to arrive in 3-5 working days.
Please send us an email together with your order number to firstname.lastname@example.org or drop us a Whatsapp message at +6019-2996848 to report to us if your order still has not arrived after 5 working days.
Orders that are shipped to Brunei & Singapore are expected to arrive in 3-5 working days.
Please send us an email together with your order number to email@example.com or drop us a Whatsapp message at +6019-2996848 to report if your order still has not arrived after 7 working days.
At the moment, we are able to ship within Malaysia and also to Singapore and Brunei.
We ship from our headquarters in Petaling Jaya, Selangor.
On Hold means that your order is still being processed and has not been shipped by us. .
Our customer relations team will contact you to assist you for further action. Once your order has been shipped, the order status will change to Completed and you’ll be able to track your parcel.
Unfortunately not, merbabe. Exchanges are only allowed if the product received is defective.
Dear mermaid, you’re welcome to come to our showroom/headquarters to try on our products and purchase on the spot. We are open from 9am – 5pm on weekdays. Remember to bring your friends! If you’d like to book ahead to ensure we’re prepared to assist you, please Whatsapp us at +6019-2996484 with a date and time.
As for now, all of our bundles are available through our website only.
Local orders will be shipped using Poslaju via Easyparcel. Easyparcel will send the tracking number to you via SMS.
For international orders, kindly head to the Aramex website and insert your tracking number in the ‘tracking number’ section to track your order!
Please ensure that your address is correct before proceeding to payment page. You cannot change the shipping address after placing the order.
We are extremely sorry! You can definitely get a replacement. Kindly email us at firstname.lastname@example.org or drop us a Whatsapp message at +6019-2996848 to report this occurence. We will reply and guide you for further action.
Unfortunately, you cannot cancel your order once it is successful.
Merbabe, each order is entitled for 1 Mermail box. If you wish to get a another Mermail box, you can purchase another under the “Accessories” section of the website.
If your order could not be delivered after multiple delivery attempts, your order will be returned to our headquarters. We will notify you immediately if that occurs and we will ship the product to you a second time with no additional cost. We will only charge you for redelivery upon 2nd redelivery.
Kindly drop us an email at email@example.com or drop us a Whatsapp message at +6019-2996848 to report any defective products. Our customer relations team will explain to you the procedures for return/exchange of product.
Unfortunately, we are not responsible for any lost or missing parcel upon delivery process as it is beyond our control. However, our customer relations team will be happy to assist you to contact the courier to attempt to retrieve the parcel.
If you have any further questions regarding our products or your orders, please drop us a Whatsapp message at +6019-2996848 or you can DM us on Instagram or Twitter.
Our hours of operation are from Monday – Friday (weekdays excluding public holidays) 9am to 5pm. We’ll work hard to respond to your emails and messages as soon as we can – please allow 24 hours for us to get back in touch with you.