Help & FAQ (Frequently Asked Question)

How can we help?


My Account
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How do I sign up for an account?
Click on "Login" followed by "Sign Up Now"
I forgot my password. What should I do?
Select "Forgot your password?" and input your email address. A link will be sent to your email to reset your password.
How do I change my account info?
Click on "Login" followed by "Account"
Order & Payment
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How do I place an order?

Browse our wide selection of products to make your selection. You may use our site navigation, search engine, product finder, product comparison or seek assistance with our KOSÉ Beauty Concierge. For product information, click on the product name and you will be directed to the product detail page.

Add your selection to your shopping cart. Click ""Add to cart"". A window will appear confirming that the product has been added to your cart. You can choose to continue shopping or view the contents of your shopping cart by clicking on ""View cart"". You may also click on the shopping cart icon at the top right of any page to access your shopping cart.

Once in the shopping cart view, you may update quantities and add or delete items. You can also select from a range of complimentary gifts with any order. Terms and conditions apply.

To place your order, click on ""Checkout"" after reading and agreeing to our Terms and Conditions. Once your order has been submitted, an email confirming the receipt of your order will be sent to you. If an order confirmation does not arrive within 24 hours after submission, please contact us via:

Can I group several orders together?
Each order will be processed individually in terms of payment and shipping.
What kind of payment options can I select?
At present, we only accept payment via online banking and e-wallets. Other payment modes including personal cheque, cash on delivery, and money orders are not available.
I didn’t receive an order confirmation. What should I do next?

Please contact us via:

I’ve completed my order payment. What’s next?

Once your order is placed, you will receive an email confirmation. If you do not receive this within 24 hours, please contact us via:

Oops, I placed an order twice! Who should I contact?

Please contact us via:

Do I have to register an account to place an order?
You can place your order as a guest. However, with an account, you can easily track your order and review your order history. Plus, it will help you save time for future orders without having to re-enter your basic details.
Shipping & Delivery
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What shipping options do you have?
All orders made on are fulfilled by LINECLEAR.
What are your shipping charges?
Our standard shipping fees are RM10 (West Malaysia) and RM20 (East Malaysia).
Which destinations are covered?
We currently ship only within Malaysia. Orders cannot be shipped to P.O. Box addresses.
Can I change my delivery address?
Orders will be processed immediately after payment is received. Once confirmed, you will not be able to cancel or modify your order, including your delivery address.
When will my order be shipped?

Orders are shipped and delivered on business days only (Monday till Friday – excluding public holidays) via Standard Delivery. Kindly allow 5 to 7 business days for West Malaysia and 10 to 14 business days for East Malaysia from confirmed payment date for your estimated time of arrival.

* The shipping period provided is an estimate and is subject to change.

How will I know if my order is shipped?
Once your order is shipped, you will receive an email confirmation together with the tracking number.
What should I do if I did not receive my parcel?

In the event of non-delivery, you may:
- Check if someone else at your address has accepted it.
- Check for the attempted delivery notice.
- Check with the shipping company using your tracking number.

** If you have any questions, please contact our Customer Care team for assistance via email at Please have your order number and tracking number ready so we can assist you better.

Do shipping fees earn any reward points?
Shipping fees are not eligible for promotions or reward points.
Returns & Refunds
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How do I return an item?

Kindly send in your return request via the ""Return"" button.

This must be done within 3 business days upon receiving your order. The return request is subject to approval. Please refer to our return policy for more information.

I received a damaged item. What should I do?

In the event of damaged/defective goods or wrong items received, kindly send in your return request via the ""Return"" button. This must be done within 3 business days upon receiving your order.

All item(s) must be unopened and in the original packaging, with all accessories and leaflets.

Once the request is approved, you may proceed to return the item(s) in their original condition together with the original invoice within 14 days from the date of receiving the parcel.

Where can I return an item?
Returns and exchanges for purchases made through our KOSÉ Official Online Store ( will not be accepted at any KOSÉ counters, e-commerce platforms (Lazada, Shopee, Hermo) or any unauthorised channels, and vice versa. Please refer to the respective channels' terms and conditions for further information.
What is the KOSÉ return policy?

Please refer to return policy here:

For what reasons can I return an item?
All products sold on our KOSÉ Official Online Store ( are non-returnable, non-refundable or exchangeable unless the product is damaged/defective at the point of receiving or if wrong items are received.
Should I include my GWP together with the returned item?
If your order contains a Gift with Purchase (GWP), the GWP must also be returned in its unopened and original condition. If the GWP is not returned with the original product, we regret to inform that your refund will not be processed.
If I return an item, who bears the shipping cost?
Customer will bear the return shipping charges which is non-refundable. KOSÉ Malaysia is not responsible for returned packages lost during transit.
When will I receive my refund?

The processing time for refund is usually 14 business days from the time the return package is received. An email will be sent to confirm receipt (and to confirm all items returned are in good condition) and the processing of your return request.

The refund will be in the form of e-voucher (promo code) to be used at

How do I receive my refund's rewards points?
Membership reward points accumulated for the return order will be deducted according to the amount refunded respectively.
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KOSÉ membership programme
To be eligible as a MY Kirei member, make a purchase at any authorised KOSÉ Departmental Stores and the KOSÉ Official Online Store ( Please ensure that the email address used to register for the online account is the same as the one used at the store to allow points to be accumulated in the same MY Kirei account.
How do I earn points?
For every RM1 spent, one (1) point will be accumulated into the member's account.
How do I use my available points?
Redeem them for MY Kirei Rewards! Exchange your points for cash vouchers to be redeemed for your next beauty fix. Redemption can only be made via the KOSÉ Official Online Store (
Will my reward points expire?
Reward points accumulation period: 1st January to 31st December of each year. Members are not allowed to carry forward their excess points to the following year. The only exemption is for new members joining in December whom will be allowed to redeem their December points no later than 31 January the following year.
What is the KOSÉ newsletter?

Our KOSÉ newsletter is your instant access to the latest news and members-only offers by KOSÉ. To access it, subscribe to our newsletter here.

I am an existing customer and I need some assistance with a product. Who should I contact?

Chat with us through the KOSÉ Beauty Concierge at, Facebook or Instagram. Alternatively, you can leave an email to

What is the KOSÉ membership like?
As a KOSÉ member, you are entitled to MY Kirei points for all purchases made via our KOSÉ Official Online Store ( These points can be redeemed as cash vouchers to be used for your next purchase.
Product Quality & Expiration Date
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What's KOSÉ product shelf life?

All ingredients used in KOSÉ Corporation cosmetic products are strictly controlled to ensure the safety of our consumers. Our products are evaluated by conducting long-term and accelerated stability tests, which simulate various environmental conditions, to ensure that our products maintain its expected potency and quality during use and storage. KOSÉ Corporation products are certified to withstand 5 years shelf life upon the manufacturing date.

Once the product has been opened, we recommend the usage period within 12 months, unless indicated differently on the open jar symbol which you may locate it on some of the product packaging. For more information please feel free to contact our KOSÉ Beauty Concierge.