SHIPPING & DELIVERY POLICY
At SKINERA, we are committed to ensuring that your order is carefully prepared, securely packed, and delivered to you as smoothly as possible.
ORDER PROCESSING
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Orders placed on weekends or public holidays will be processed on the next available business day. During product launches, promotional periods, festive seasons, or periods of high order volume, processing may take slightly longer.
Once your order has been dispatched, you will receive shipping confirmation and tracking information where available.
DELIVERY WITHIN MALAYSIA
Estimated delivery times after dispatch are:
Peninsular Malaysia: 1–3 business days
Sabah & Sarawak: 3–7 business days
Delivery times are estimates only and may vary depending on the courier service, delivery location, public holidays, weather conditions, peak periods, or other circumstances beyond our reasonable control.
SHIPPING FEES
Shipping fees, where applicable, will be calculated and displayed during checkout before payment is completed.
From time to time, SKINERA may offer complimentary shipping or promotional shipping rates subject to specific terms and conditions.
ORDER TRACKING
Where tracking is available, tracking details will be provided once your order has been handed over to the courier.
Please allow some time for the courier's tracking system to update after receiving your tracking information.
DELIVERY INFORMATION
Customers are responsible for ensuring that the recipient's name, delivery address, contact number, and other shipping information provided during checkout are complete and accurate.
SKINERA cannot guarantee successful delivery where incorrect or incomplete information has been provided.
If you notice an error in your delivery details, please contact us as soon as possible. We will make reasonable efforts to assist before the order is dispatched, but changes cannot be guaranteed once the shipment has been processed or handed over to the courier.
DELAYED OR UNSUCCESSFUL DELIVERY
While we work with our delivery partners to provide a reliable service, occasional delays may occur due to circumstances outside our direct control.
If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact our Customer Care team with your order number and tracking details so that we can assist with the shipment status.
For unsuccessful deliveries caused by an incorrect address, an unavailable recipient, repeated failed delivery attempts, or failure to collect the parcel within the courier's specified period, additional delivery charges may apply if the parcel needs to be shipped again.
DAMAGED OR MISSING PARCELS
If your parcel arrives visibly damaged, or if you believe an item is missing from your order, please contact our Customer Care team as soon as possible after receiving the parcel.
Please retain the original packaging and provide your order number together with clear photographs or other relevant information so that we can review the matter and assist you accordingly.
INTERNATIONAL SHIPPING
International shipping availability, delivery times, shipping charges, customs duties, taxes, and import requirements may vary according to the destination country.
Where international shipping is available, customers are responsible for any applicable customs duties, import taxes, clearance fees, or other charges imposed by the destination country unless otherwise stated during checkout.
International customers are also responsible for ensuring that the products ordered are permitted for import into their destination country.
NEED ASSISTANCE?
If you have any questions regarding your order, shipping, or delivery, please contact:
SKINERA Customer Care
care@skinera.com.my
Please include your order number when contacting us regarding an existing order so that we can assist you more efficiently.
SKINERA reserves the right to update this Shipping & Delivery Policy from time to time to reflect changes in our operations, delivery services, or applicable requirements.
Last Updated: 01 October 2026