FAQ

About Us

Introduction

Pandorabox is an onine-based monthly subscription service that delivers a sampling box containing 5~7 beauty products to our subscribers. We enable our users to try out a wide variety of samples to find out what suits them best. While there are many interpretations of the myth, most agree that when the lid to Pandora’s box was opened, Hope remained. Like our namesake, we seek to provide hope to those who have difficulties finding products that suit them.

OUR VISION
Hope is a gift that we aim to bring to the entire world. We seek to reach out and provide aid to everyone who has difficulty finding beauty products that suit them.

OUR MISSION
To enable our customers to try out a large variety of sample products to find out what suits them best, without going through the tedious and wasteful process of trying out full-sized products individually.

MANAGEMENT PHILOSOPHY

  • Customer Priority
    Our aim is to help people select beauty products that suit them, and we place great emphasis on making sure our customers enjoy interacting with us.

  • Integrity
    We pledge to conduct our business in accordance with relevant laws, regulations and ethical principles, refraining from unfair business practices in any form.

  • Passion
    Our staff consists of like-minded individuals that are passionate about our vision and mission, and will do their utmost to serve.

  • Embracing Change This is an era of change, and business models and platforms are ever-changing. We strive to keep up with the flow, employing new methods to improve our processes and reach out to potential customers.

About Us

Are our products genuine?

We sell only genuine, authentic and original products.

Why do your products have minor differences?

Some of our products are procured through parallel imports, meaning through agents and authorised distributors. Brands will occasionally change the packaging of their products, or switch to different manafacturers leaving former contractors and resellers with “old” surplus stock.

Some products also have different packaging depending on the region they are sold in. While these stock may have cosmetic differences, they ultimately come from the same source.

All our products are delivered in an unopened, sealed (where applicable) condition. We guarantee that we do not tamper with the contents of sold products.

Why are your products sold at a lower price compared to other marketplaces?

As explained above, we utilize parallel imports as explained above to procure stock through less costly routes, so we can afford to provide customers with better deals.

About Us

Operating/Processing Hours

Our customer service is open from 8.30 a.m. to 6.30 p.m. on weekdays, and 8.30 a.m. to 12.30 p.m. on Saturdays, UTC+8.

Orders made before 3:00 p.m. on weekdays will be processed and, if stock is available, shipped on the same day. All other orders made after 3.00 p.m. or during holidays will be processed on the next business day.

About Us

Career

We strive to foster an open and transparent atmosphere within our organization where every team member has opportunities to develop their potential and everyone’s views are valued. We welcome individuals who share our spirit of entrepreneurship and innovation to join our family.

Please send your personal resume to pandorabox.hr@gmail.com

About Us

Partnerships

Are you a beauty product supplier, distributor, YouTuber, KOL or beauty organization? 
We welcome you to establish a brand store here or any collaboration with us at Pandorabox.

If you are a brand owner or have any idea and is interested in collaboration, contact us at marketing@pandorabox.com.my

How To Purchase

Add products to cart

You can browse our products either through our product and promotion highlights on the front page, or by searching for a specific brand, category or product name through our search bar.

Once you find a product you like, simply click on the Add To Cart button. If a product has variations such as color and size, there will instead be a Read More button which will redirect you to the product page.

On the product page, there will again be an Add To Cart button which you can click to add the product to your cart. In the case of variations, you will need to select the options you want before you will be able to add them to cart.

Our Monthly Sample Pack requires you to verify your phone number (and provide reviews for the previous month’s Sample Pack, if redeemed) before letting you add to cart. Simply fill in the form that pops up.

How To Purchase

Confirm order on cart page

Your cart can be accessed through the cart icon on the top-right. This page will display all the items added to your cart, and provide a field for you to input any coupons you may have. It will also calculate the total price of all products and let you know how many Loyalty Points you will need to pay with points.

How To Purchase

Make your payment on checkout page

You can access the checkout page through the cart when you are ready to pay.

You will be presented with a form in which you must fill in your billing and shipping details. If you wish for these addresses to be the same, simply untick the checkbox next to “Ship To A Different Address”.

A separate table shows the total cost of your order including shipping fees, which will be updated automatically when you select your shipping state and country.

If you have not included any coupons, a prompt at the top of the page will allow you to input a coupon code.

When you are done, simply select one of the payment gateways below to process your payment.

  • BillPlz: for customers in Malaysia who wish to pay via bank, debit or credit card.
  • iPay88: includes support for international customers. Similarly supports banks, debit and credit cards, as well as e-wallets.
  • Stripe: enables credit card payments. This is the only payment gateway that supports subscriptions.
  • Braintree PayPal: for PayPal users.
  • Loyalty Points: exchange your points for products at a rate of 1 point = RM 0.01

If your payment is successful, you will be redirected to a Thank You page, and may check your order status through this page.

If payment was unsuccessful, you can retry payment for that order via the same page.

How To Purchase

Can I modify my order after placing it?

If you wish to modify your billing and shipping address, please contact us via our customer service number +60 19-520 8881, whether through direct calls or Whatsapp.

Alternatively, you may send us an email at info@pandorabox.com.my.

Unfortunately, you will not be able to modify your address if your order has already been shipped, and we will not accept this as a valid reason for refunds. Please confirm your address is correct before placing your order.

We do not allow adding or removing products from existing orders. If you wish to modify them you will have to cancel your order and create a new one.

How To Purchase

Can you help me with issues regarding parcel delivery?

In most cases, issues such as missed deliveries will require you to arrange a new delivery period with the respective courier services. This wwould require negotiation from both parties, thus we recommend you contact the courier service directly.

Shipping & Taxes

What costs are charged for each order?

We do not charge any additional costs besides shipping fees. However, some countries may apply taxes or tariffs on imported products, which may result in having to make additional payments upon receiving your order.

Please understand that we are not responsible for any such charges imposed upon your parcel.

Customers within Malaysia will enjoy free shipping for orders above RM100.

Shipping & Taxes

Why am I charged more for subscriptions?

Depending on the subscription, you may be charged additional shipping costs. This is because our subscriptions deliver sample products to you every month for the duration of the subscription, and the shipping fees are paid upfront.

For example, if you purchase our 3-month subscription, you are paying the shipping costs for 3 separate parcels.

Shipping & Taxes

Why are my shipping fees so high?

Our company is based in Malaysia, therefore shipping to countries outside Malaysia will naturally cost more.

If your address is within Malaysia but the shipping fees are higher than they should be, this may be because you have not selected a shipping state and country, which the shipping fee is calculated from. Please ensure your address is correct on the checkout page.

Orders

How do I check my order status?

You can check the status of your orders via this page.

  • Processing means your order has been received and is currently in our process queue.
  • Pending Delivery means we are currently waiting for your products to arrive from our suppliers.
  • Delivering means your order has been shipped, and you may track its location following the instructions below.

To track the location of delivering orders, simply click on the View button on the Orders page above. At the bottom, you will be able to check the courier service your order is assigned to, as well as its tracking number.

Simply click on the “Track” button to find out where your parcel is.

If this method does not work, you may use the courier service’s official ttracking sites. Simply enter your tracking number into the relevant field.

Orders

When can I expect my product to be delivered?

For orders within Malaysia, shipping should take 1-3 days. For other countries it could take 7-14 days.

If your order is currently pending delivery, it means we are currently waiting for your products to be shipped from our suppliers, and this could take an additional 7-14 days.

Orders

Can I specify a delivery date and time?

Upon checkout, you will be able to add a note to your order via a field below your shipping address. Simply tell us at the time period during which you want the parcel to be delivered.

If you have forgotten to do so, you may contact us via our customer service number +60 19-520 8881, whether through direct calls or Whatsapp.

Orders

How do I refund/exchange an order?

You must contact our customer service to get approval BEFORE returning the product. Unnotified returns will not be entertained.

Conditions for returns are as follows:

  1. Our free Sample Pack and subscription boxes are non-refundable.
  2. The product must not be opened or unsealed.
  3. Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  4. You must contact our customer service within 3 days of receiving the order.
  5. The courier service for returns must be arranged by the customer, but we will refund the shipping cost once the product is returned safely. Requires customer to present receipt.

Please contact us via our customer service number +60 19-520 8881, whether through direct calls or Whatsapp. Include your order information such as ID and contents, which you can check from this page.

Alternatively, you may send us an email at info@pandorabox.com.my.

Orders

How long does the refund process take?

If your request has been approved, you will receive your refund within 7 business days.

Subscription

What subscriptions do you offer?

We provide a premium Monthly Sample Box which delivers sample products from a range of brands and categories to you every month.

Compared to the free Monthly Sample Pack, our premium box contains samples that are larger in volume, and often from prestigious brands.

You may choose between a monthly subscription, or enjoy discounts on prepaid subscriptions for several months.

Subscription

How do subscriptions work?

Simply add the subscription you prefer to your cart and checkout as you would any other product.

Subscriptions will automatically deduct recurring payment from your card while active. You can check the details of recurring payments on the checkout page.

Subscription

How do I cancel my subscription?

Please contact us via our customer service number +60 19-520 8881, whether through direct calls or Whatsapp. Include your subscription information such as ID and contents, which you can check from this page.

Alternatively, you may send us an email at info@pandorabox.com.my.

Note that the cancellation will take effect on the next billing cycle. For example, if you bought a 3-month subscription in March and cancelled it in April, you will not be refunded and will continue to receive our sample box in May.