All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed. Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use Ninja Van as our standard delivery courier. Most orders will be processed and delivered within 3 - 7 business days (West Malaysia) and 5 -14 business days (East Malaysia) from the order's date.
Important Note: Please expect delay in the delivery of your orders. We seek your understanding & patience as we continue to operate during this CMCO period. Deliveries may take longer due to the limited freight and transportation available.
Delivery Timing
We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
Delivery Problems
In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address. We regret to inform that you that your package will be returned to innisfree Malaysia and orders will be cancelled if both deliveries failed (1st and 2nd attempt).
Delivery Cover Areas
We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.
Delivery Changes
Our standard delivery charges per order are as follows:
Orders of RM80.00 and above (after deducting discount or instant rebate voucher if applicable) are entitled to delivery free of charge within Malaysia.
For West Malaysia, delivery charge is RM5.50 for those orders below RM80.
For East Malaysia, delivery charge is RM13.00 for those orders below RM80.
Settings & Security
Will my emails or inquiries always be answered?
We will try our best to respond to your inquiries on the day that we receive them within 2 days. However, responses may be delayed on Friday afternoons, Mondays, or when we receive a lot of inquiries.
I cannot access the website due to a temporary error that appears on the screen.
It may be a temporary problem. Try it again after a while. If the problem continues, please contact us.
How can I reset my location/language?
Yes, you can reset your location/language through the welcome pop-up window and the menu in the top right corner.
Products
What are the ingredients in your product?
You can find the information on product description page.
How come we cannot buy some products that are already issued in Korea?
Please kindly understand even there are some products available in Korea, product issue schedule can be different among regions due to their own export, custom policy and shipping schedule.
How can I find the products I am looking for in the website?
You can find the product by searching keyword or by navigating category of product.
If you're not sure which products suits you best, check out inni skin finder page.
Online Store
How do I track my parcel status?
When your order is processed, you will be sent an order dispatch confirmation by e-mail.
In this e-mail, you will find a tracking number.
By clicking on the link to the website in this e-mail, and entering the parcel number, you will be able to track your parcel.
If you have difficulty to track your parcel, please contact us: by e-mail cs_my@innisfree.com
How do I track my order status?
Once your order has been confirmed, you will be sent an order confirmation summary by e-mail. This contains the following information:
Order number
Order date
List of items ordered
Total amount of the order
If you do not receive this confirmation e-mail, (and you've checked your spam), it may be that your order has not been acknowledged. To check your order status, please contact us: by e-mail cs_my@innisfree.com
How do I place an order?
Welcome to innisfree Malaysia Online Mall. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the steps below:
Step 1: Register or log in your account / check out as guest
Step 2: To add items to your cart, click on 'Add to Bag' with your desired quantity.
Step 3: To review your items, click on the 'Bag' icon located at the upper right corner of the page.
Step 4: if you have an applicable 'Promo Code', enter it and click on ‘Apply’. Changes will take effect once you have successfully entered the code.
Step 5: Click on ‘Checkout’ and your order summary will appear for your review.
Step 6: Fill in your Personal Details, Shipping Address, then select your preferred Shipping Method and Payment Option, then click on ‘Continue’ to proceed with the payment.
Step 7: You will receive a confirmation email shortly after you have successfully placed your order.
How can I obtain more advice or product information?
You may visit the "Product Page" section, or contact innisfree customer services at cs_my@innisfree.com with your questions.
About Membership Details
Sorry to be informed that all online purchase is not entitled for innisfree membership point accumulation. Please contact us: by e-mail if you wants to know about your membership entitlement or details (cs_my@innisfree.com)
My innisfree Rewards (Account Registration & Sign In)
Why I hold the My innisfree Rewards card ?
My innisfree Rewards Card must be presented for both point accumulation and point redemption for customer verification purpose.
Under any circumstances where the ‘My innisfree Rewards’ card is lost, damaged or stolen, a replacement fee of RM30 will be imposed for card reissuing.
Update your Profile
Upon registered, you are able to check your purchase history and manage your account accordingly. You can change your account information at any time, as well as to check your latest point summary under “My Account”. *Your birthday date can be changed only once.
I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?". You will be asked for your login email address and a new password will be emailed to you shortly.
How do I delete my account?
You can cancel your account via online or in store.
Account Sign In
If you sign up for My innisfree Rewards at our innisfree stores but you already have an online account earlier, then you can continue to use the original password to sign in to your personal account. However if you sign up for My innisfree Rewards in store and do not have an online account, then you will need to create your personal account using the registered email address.
Membership
What is “My innisfree Rewards”?
“My innisfree Rewards” is innisfree’s upgraded membership programme, which offers benefits like points, special kits, promotions & etc. to innisfree members. Customers can join as a member with any purchase in store.
What are the other members’ benefits besides of membership points?
All of the innisfree members are entitled for a Welcome Kit upon registration. All innisfree members are entitled for a Birthday Voucher on their birthday month every year. VIP members are entitled to receive a VIP Voucher (worth RM50 with no purchase required) once a year.
May I know if my membership points will expire?
All accumulated membership points will be forfeited if your membership account is inactive for 12 months.
May I know how to accumulate or redeem my membership points?
Members will receive membership points with purchase of normal priced items only. Welcome Member (100% of purchase amount, e.g. Spend RM100 and receive 100 points) Premium Member (150% of purchase amount, e.g. Spend RM100 and received 150 points) VIP Members (200% of purchase amount, e.g. Spend RM100 and received 200 points)
Premium and VIP Members are entitled for ‘Double Points’ on the first transaction in the month July & December.
Every 50 membership points is equivalent to RM1.
*Membership points accumulation is not applicable for discounted / promotional items. *Membership points are not transferable nor exchangeable for cash
How do I become a VIP member?
Member with a total purchase of RM600 & above within 12 months will automatically be upgraded to a 12-month VIP membership, starting on the first day of the following month.
How do I become a Premium member?
Member with a total purchase of RM300 & above within 12 months will automatically be upgraded to a 12-month Premium membership, starting on the first day of the following month.
Exchange & Refund
What is our Exchange & Refund policy?
innisfree Online Mall appreciates your continuous support and we accept product exchange & refund following the Terms & Conditions as the table below.
Type
Product Condition
Exchange
Refund
Redelivery
Validity Period
Change of Mind
* New, unopened, unused
* Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only
* Complete (free gifts, accessories, original packaging)
Within 15 working days upon receiving, not applicable to promotional items
Opened / Unused / Incomplete content/component.
Damaged Item(s)
* Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only
* Complete (free gifts, accessories, original packaging)
Within 15 working days upon receiving.
Incorrect Item(s)
* New, unopened, unused
* Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only
* Complete (free gifts, accessories, original packaging)
Missing Item(s)
-
Skin Reaction
Used less than 1/3 of the amount
Within 30 working days upon receiving with evidential documents from skin specialist.
Promotional Item(s)
Follow the product condition for each type of return as mentioned above.
Within 15 working days upon receiving with reasons (Damaged Item(s), Incorrect item(s), Missing item(s).
*Exchange is only allowed same valued or lower value items. *For change of mind case, customer is required to arrange good return to the shared address under own cost and arrangement
How long will it take to receive a credit/refund for my returned items?
Once received, return packages are processed within 30 days. The time to post a credit to your account can vary and is determined by the issuing bank.
How do I return due to damaged item / wrong item received?
If you received wrong item(s) or damaged item(S), please retain the box, packaging and all contents and follow the return steps to schedule a return within 15 working days upon receiving.
How do I return an online purchase?
Step 1:
You can get in touch with our Customer Service (cs_my@innisfree.com) to exhange / get refund on any goods within the validity period as mentioned above and include the following details in your enquiry:Order Number
Order Receiving Date
Name of the Item
Product Condition
Reason of Return
Photo Evidence
Step 2:
Customer service representative will process the exchange / refund enquiry within 3 working days and inform customer with the return status.
Step 3:
[Change of Mind]: Customer is required to return the item(s) under own cost/arrangement to the shared address within 14 working days and share with customer service representative on the parcel tracking number.
[Damaged/Incorrect Item]: Customer service representative will arrange shipping company to collect the products from you at the arranged time within 14 working days.
[Missing Item]: Customer service representative will arrange shipping company to redelivery the missing item to you within 14 working days.
Step 4: If you are entitled to a refund, we will process the calculated refund within 14 working days of receiving the returned item/parcel.
If you are entitled to a exchange, customer representative will contact with you on the product exchange and arrange delivery within 14 working days of receiving your exchange confirmation
Important Note: Please note that returns are strictly not applicable for any promotions.
How can I report missing item(s) received?
Step 1:
You can get in touch with our Customer Service (cs_my@innisfree.com) to report any missing item(s) received within 15 working days upon receiving and include the following details in your enquiry:
Order Number
Name of the Missing Item
Step 2: Customer service representative will process the enquiry within 5 working days and will make necessary arrangement with you directly.
Can I return an in-store purchase online?
Unfortunately, all in-store purchases will need to be returned in-store. We apologise for the inconvenience caused!
