Return Policy & FAQ

MY ACCOUNT

1. Will my personal information be shared with third parties?

All information you input on Pandorabox is kept private and confidential. We will not share or sell your personal details to any third parties without consent. For more information, please read our Privacy Policy.

2. How do I retrieve my forgotten password?

Select ‘Lost your password?’ from the login menu. Input your username/e-mail and we will send a password reset link to your address which you can use to set a new password for your account.

3. How do I unlock my account?

Your account could be temporarily locked if you attempt to login with the wrong password 5 times within a span of 5 minutes. The lock expires after some time so please try again at a later time. If the problem persists, please contact our customer support with the details.

MY ORDER

1. How do I make a purchase?

Here is a simple guide on how to use our website:

  1. Login through your Facebook or Google+ account, or register a new account with us.
  2. Browse through our catalog using the menus provided.
  3. To add a product to cart, simply select the ‘Add to Cart’ button
    1. Some products have variations (options, such as volume and fragrance). You need to select your desired variations before adding the product to cart.
    2. Use the ‘Quantity’ field to select how many of the product you wish to purchase.
  4. Use the ‘Cart’ button to review your order and select ‘Checkout’ to proceed.
  5. At the ‘Checkout’ page, fill in the fields and select your payment method.
    1. Promotions and coupons are also used on this page if applicable.
  6. Select ‘Place Order’ to proceed.

You should receive a confirmation email shortly after you have placed your order. We provide free sample products for orders above RM500.

2. Why does my Order Status show “payment pending”?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at [email protected] or contact us +60195208881.

3. Can I cancel or amend my order after it has been confirmed?

Please contact our customer support to notify us of any changes. We do not accept modifications to orders that have already been delivered, so please review your order carefully before purchasing. You can choose to cancel the order from your order page, but we will not provide refunds for delivered products.

4. Why cannot I use my voucher/coupon code?

Please check if:

  • The coupon/voucher code has expired
  • The coupon/voucher is for one time use only
  • You are using more than one voucher. Only one promotion is applicable for each order
  • Your cart contains non-discountable products, such as featured products during a flash sale
  • You are using a non participating credit card for the coupon discount

5. Is there another way I can place my order?

We only process orders made online through our websites or partners. This makes it easier for us to apply promotions and benefits such as loyalty points.

6. Why cannot I place an order on my mobile browser?

Our website is compatible on most mobile devices and browsers. We suggest trying again after restarting your browser and clearing the cache. If the problem persists, please contact our customer support with the details.

MY PAYMENT

1. How is my payment information stored?

We do not store or have access to any sensitive information such as your password. The transactions are handled by the payment gateway of your choice.

2. What kind of payment methods may I use?

There are three payment methods as shown:

  • Billplz Payment Gateway: payment through online banking
  • iPay88: payment through debit/credit cards
  • Paypal

We only accept Paypal payment for our Monthly Sampling Box, so if your order contains said product, only the Paypal payment method will be available. If you wish to use a different payment method for the other products please make a separate order.

MY SHIPPING

1. How do you calculate delivery fees?

We charge a flat shipping rate depending on the region. The shipping costs are shown in your cart and when you check out.

2. Do you offer free delivery?

We provide free delivery for orders over RM100 made in Malaysia only.

3. How long does it take to process my order?

Orders placed before 3.00pm GMT+8 will be processed on the same day. If placed after that time or on a non-workday, they will be processed on the next workday after 9.00am GMT+8.

4. When will I receive my purchase?

Under normal circumstances, you will be able to receive your purchase within 7~14 days. However, delivery may be delayed due to circumstances out of our control, such as courier service delays or other emergencies. If you have not received your order within the stipulated time frame, feel free to contact our customer support with your order details.

5. Do you ship to Post Office Boxes or Parcel Lockers?

We require a signature for all packages as proof of delivery. If a recipient is not present at the location, the courier service will keep the product at their nearest branch, and require you to schedule a re-delivery or pick it up in person. Pandorabox will not be liable for any damaged or lost orders should you request for your order to be delivered without signature. We will not be held responsible for any additional costs incurred as a result of failure to receive the initial order.

6. Do I have to pay extra shipping/customs fees?

Certain countries impose additional tariffs on imported products, which we do not include in our price calculations. In such cases the buyer is expected to handle the payment on their end. However, the shipping fee displayed during checkout is final, so if you believe you have been charged additional fees with regards to shipping costs, please contact our customer support with your order details and relevant documentation.

7. How do I track my order?

We currently do not provide tracking services. You may contact our customer support to inquire about the state of your order.

8. I entered the wrong address, what should I do?

Please contact our customer support with your order details immediately. If the order has been shipped we cannot make any changes and will not be held liable for any failure to receive the package resulting from this mistake. But if the order has yet to be shipped we can still modify the address without any additional costs.

RETURN POLICY

1. What is the return and exchange policy?

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

If you are not satisfied with the product (damaged during shipment or wrong item/type/shade/etc), you can send it back to us. Please contact us at Pandorabox Customer Service with your order number and information on the affected item. Returned items must meet the requirements below:

  • Returns must be made within 14 days from date of purchase.
  • 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.
  • Damaged items must be returned together with their original box and receipt.
  • Items bought from Pandorabox Global or promotional events are not eligible for return and exchange.
  • Kindly inform our Customer Service before returning the item otherwise the request will not be processed.
  • Your return item will be assigned to a courier of our choosing.
  • Please provide the return parcel tracking number for all items.

This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable. For more information, kindly e-mail us at [email protected]

2. What happens if I am unhappy with the product I purchase or I change my mind?

We do not accept return of items if you have made an incorrect purchase or changed your mind after purchasing the items. Please review your cart before completing the order.

3. What will I get back after returning the item(s)?

You can choose to have either a prorated refund ( if a promotion code was applied to the order ) to your Pandorabox account or bank account ( within 1-14 working days)

4. What about postage charges?

Customers would have to bear the postage fees for shipping item(s) back to us during the return process. We will refund a minimum of RM5.00 for your return shipping charges to your account. If we discover that the fault lies on our part we will refund full shipping charges.

Please allow 14 working days for this process to be completed. For more information, kindly e-mail us at [email protected]

5. How can I return my purchase?

Kindly email your inquiry to [email protected] with the subject “Return Item”. We will assist you as soon as possible.

Please allow 7 working days for your inquiry to be processed. To make the process run smoother and faster, attach picture(s) of your item(s), their condition and your order details for record purpose.

6. How long will it take to receive my refund/new item(s)?

Please allow a minimum of 14 working days from the date we receive your return package. Refund will based on the amount actually paid – vouchers and promotional codes will not be taken into account

7. I need more information about this. Who do I contact?

You can contact our customer service at +6019-5208881 or email your inquiry to [email protected]

8. I doubt the authenticity of the product due to price differences compared to other sources. Can I return it?

This is not a valid reason to return your product. Prices often fluctuate due to promotions and various other factors.

CREDIT

1. What are credits?

Credits, or loyalty points, that can be used to purchase products on our site in lieu of money.

2. How do I gain more credits?

We give out credits as part of our daily login rewards. Simply login everyday to gain a small amount of credits.

REFER A FRIEND

1. How does this work?

Simply share the link provided through any medium of your choice. Users who access our site through the link will gain an RM20 discount on their first purchase. Both parties will also receive an additional RM10 coupon code in their email.

2. Can I refer an existing user?

The referral link will not work for existing users with at least one purchase. If they have yet to make a purchase, the referral link will still work. If you believe you meet the requirements for the discount but it is not applied, please contact our customer support.

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