FREQUENTLY ASKED QUESTIONS
1. What are your delivery options and how much is shipping?
We're happy to offer the following delivery options:
| Service | Cost | Delivery Timeframe |
| Standard Delivery | RM25 under RM100* | 3-5 Business days for West Malaysia 5-7 Business days for East Malaysia and Labuan |
| Free for Order RM100 and above* |
*Limited time only: RM100 shipping threshold.
We do have some terms and conditions for delivery though!
- Delivery times are based on orders placed before 12pm MYT.
- Delivery fees apply if your minimum purchase falls below RM100 after discounts are applied.
- Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.
- Delivery is only available on weekdays (excluding Malaysia Public Holidays).
2. How do I place an order?
Shopping with Ozen is easy.
1. Log on to ozencare.com
2. To add items to your cart, click on 'Add to Bag' with your desired quantity.
3. To review your items, click on the 'Bag' icon located at the upper right corner of the page.
4. Add in your preferred samples (available while stocks last) and if you have an applicable 'Promo Code', enter it and click on ‘Apply’. Changes will take effect once you have successfully entered the code.
When you're ready to place your order:
5. Click on ‘Secure Checkout’ and your order summary will appear for your review.
6. Fill in your preferred Shipping Address, Shipping Method and Payment Option, then click on ‘Place Order’ to proceed with the payment.
You will receive a confirmation email shortly after you have successfully placed your order.
3. Can you notify me when an out of stock product is back in stock?
We love our beauty products and know how frustrating it is when a product is out of stock. Please click the 'Waitlist Me' button located on the right hand side of the product page that is currently out of stock, and complete the required fields. You will receive an automated notification via email once the item is back in stock.
4. How do I write a good review?
To write a review, you must:
- Be a verified Ozen Member;
- Purchase the product from Ozen via the ozencare website, whilst being logged into your Ozen account; and
- Be 18 years or older at the time of reviewing, or if under 18 years of age, have the consent of your parent or guardian.
A review should be:
- A minimum of 150 characters is ideal. Icons and special characters are welcome, but please use them in moderation!
- Review should be about your experience with the product, both negative or positive feedback is welcome.
We rely on your reviews to help other customers like yourself make decisions about products they would like to purchase! Please don't include queries or feedback about your Sephora shopping experience in these reviews. If you have any questions or feedback, please get in touch with us directly through our Customer Service Team here.
REFUNDS, RETURNS AND EXCHANGE
1. What is the return process?
How do I return an online purchase?
Please contact our Customer Service here and include the following details in your enquiry:
- Order Number,
- Name of the Item,
- Reason for return, and
- Item Photo
Am I able to return an online purchase in-store?
Yes. Depending on the reason, you may return for a refund or gift card. For more information, please refer to the table below:
Return Reason | Refund | Credit/Gift Card |
My Item arrived Damaged/Faulty | YES | YES |
I’ve tried the product and have changed my mind | NO | NO |
My product is unused but I’ve changed my mind | NO | YES |
I have received the wrong item | YES (Please contact our Customer Service) | YES (Please contact our Customer Service) |
I’ve tried the product and experienced an allergic reaction | YES | YES |
One of the items I ordered was missing | YES (Please contact our Customer Service) | YES (Please contact our Customer Service) |
I would like to return my item but I do not have any proof of purchase* | NO | NO |
*Proof of purchase = original receipt, bank statement, order history via Ozen account
2. What is the return and exchange policy?
Ozen allows for returns and exchanges if you've changed your mind about a product.
All returns and exchanges due to change of mind are subject to a 14-day return and exchange policy upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
- Shipping costs associated with the return of the product will not be covered by Ozen.
- Your rights under any applicable consumer law are additional to and not affected by Ozen's return and exchange policy above.
3. What if my item was missing, incorrect, damaged, or faulty?
We're sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team so that we can make things better. Fill up our webform here and select the issue as 'Missing Item', 'Wrong Item', or 'Damaged / Expired Item'.
Please also include the following details in your form:
- Image of the Item/Parcel(s) received
- Name of Item
- Order Number
Please do not dispose of or throw away any of the items you're writing in about! Sephora may arrange to collect the product.
4. What do I do if I had an allergic reaction?
If you've experienced an allergic reaction with one of our products, please get in touch with our Customer Service Team here.
Your input will help us communicate to the brand involved and find an appropriate solution! In your message to our Customer Service Team, please include:
- Your order number/ name of the store the item was purchased from;
- The full name of the product that caused an allergic reaction; and
- A detailed description of the symptoms experienced
Our Customer Service Team may also ask for:
- A full view photo of your store receipt (if applicable);
- Photos of the product; and
- Photos of the affected area
Since different skin types and conditions may react differently to our products and brands, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.