Frequently asked questions
Everything You Want to Know
Get all your questions answered in one place! From skincare tips to shipping details, we’ve compiled everything you need to know about our products, services, and policies to give you a smooth and confident shopping experience.
Orders & Delivery
How long does delivery take?
Orders are typically delivered within 3–5 working days.
What are the delivery fees?
Delivery is complimentary for orders above RM450 (West Malaysia) and RM550 (East Malaysia). For orders below this amount, a fee of RM15 (West Malaysia) or RM30 (East Malaysia) applies.
Can I pick up my online order in-store?
In-store pickup is not available at this time.
Do you offer gift wrapping?
Gift wrapping is currently unavailable for online purchases.
Membership & Rewards
Can I collect reward points with online purchases?
Yes. Please enter the phone number registered to your KENS Membership at checkout to earn points.
Do reward points expire?
Yes. Points are collected in two cycles: January–June and July–December. They can be redeemed during our biannual cash redemption periods. For more details, please visit our Rewards Program.
How do I redeem my reward points?
All points are converted into cash vouchers during the redemption months of January and July. Vouchers will be sent via SMS to your registered mobile number. Please ensure redemption is completed before the voucher expires. Vouchers are valid for in-store purchases only.
Returns & Exchanges
Can I return a product for a refund?
Yes. We accept returns for eligible products that meet our return conditions. Once the return is approved, you may choose a refund or exchange. Please refer to our Returns & Exchanges Policy for full details.
What is your return window?
Products can be returned within 14 days of purchase, provided they are unopened, unused, and in their original packaging.
How do I start a return or exchange?
Please contact hello@kensapothecary.com.my with your order details, and we’ll guide you through the process.
Who covers the return shipping fee?
Return shipping costs are the responsibility of the customer unless the item received was damaged, defective, or incorrect.
