FAQ

Product Information

Where can I purchase SUB Beauty products and how can I be sure they are real?

We are currently selling only on this site, subbeauty.com and we currently do not sell in retail stores.

I bought products off a third party app! Please help!

We do not sell wholesale, nor do we authorize the resale of our products outside of subbeauty.com. Any issues you may experience with products purchased through a third party app may be the result of a counterfeit product. Please reach out to the third party app you used to place your purchase for further assistance!

When are the out of stock products restocking?

We are so sorry! Please sign up for our newsletter to be the first to hear about any restocks! We will also announce restock dates via our social media.

Do you offer a wholesale discount for bulk buying?

Thank you for your interest! but unfortunately, we currently do not sell wholesale nor do we authorize the resale of our products.

Does SUB Beauty have any giveaways?

Please sign up for our newsletter or follow us on our social media for information regarding giveaways, as well as new launches, promotions, and restocks!

Is SUB Beauty Cruelty-Free?

Our products are 100% fur baby friendly, and only test our products on humans – the ones in our HQ to be exact!
SUB Beauty is very caring about animals and does not accept animal testing in any way. We are extremely proud to be cruelty free! None of our suppliers test on animals. answer to the question here.

I might be allergic to your products! What can I do?

We’re so sorry to hear that. :( Unfortunately, we have a strict no return, refund or exchange policy. If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items. Full ingredient listings are available for each of our products as well, which we recommend reviewing with your general practitioner. We hope this information is helpful!

What is your question?

Provide the answer to the question here.

Order Issue

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process.

Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

Can I change the billing address for my order?

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

Can I change the email address to my order?

Yes! Please email our Customer Care team by clicking HERE with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address.

Can I modify my order after I’ve placed it?

Yes, we can modify orders only if the order is not packed / handed over to the delivery partner.

*Note: for changing to higher price products, the additional cost is needed to paid by the customer, as for changing to lower price products, the remain cost will be refunded.

Please contact us by clicking HERE to modify your order asap!

Can I cancel my order after I’ve placed it?

Yes, we can cancel orders only if the order is not packed \/ handed over to the delivery partner. Please contact us by clickingHEREto cancel your order asap!

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking HERE with your order number and pictures of the following: the stamped airway bill on the outside of your envelope or box, the order packing slip with with the stamped airwaybill visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. 

We’ll get YOUR order sent out asap!

I received the wrong item.

If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team by clicking HERE within 14 days of delivery  with your order number and pictures of the following:

the stamped airway bill on the outside of your envelope or box,

the order packing slip with the stamped airway bill visible,

a picture of the incorrect product,

a list of the products that are missing.

We'll get back to you ASAP!

I am missing item(s) in my order.

Please email our Customer Care team within 14 days of deliveryby clicking HERE with your order number and a list of the missing product. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped airway bill visible. We will get back to you asap!

I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team within 14 days of deliveryby clicking HERE so that we may help you further. Please be sure to provide photos of your broken product/products and the name of the affected items so we can best assist you!

Delivery Issue

My package says delivered, but I didn’t receive it.

Sometimes the delivery partner tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further!

How are shipping rates calculated?

We offer shipping at the following rates:


West Malaysia :

- Standard Delivery RM8

- Free Deleivery For Order Above RM80

East Malaysia :
- Standard Delivery RM15
- Free Delivery For Order Above RM80

Do you combine orders?

Provide the answer to the queOrders are subject to being automatically combined by our system if placed on the same time, day and shipping to the same address.

Please note that orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.stion here.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

Please note that your order may be delayed during periods of high order volume, including launches and promotions.

When will my order ship?

Our products usually ship within 3-7 BUSINESS days for West Malaysia and 5-14 days for East Malaysia (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so do be patient. Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

Please note that your order may be delayed during periods of high order volume, including launches and promotions.

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.

If your package returns to us due to an incorrect address, we will notify you before any action is taken.

How do I track the delivery of my order?

Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Payments, Promotions, gift cards/vouchers

Do I have to create an account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. :) You can also save your shipping information for a quicker checkout experience!

How can I pay for my order?

We accept all major credit cards, debit cards, FPX (online banking), GrabPay Wallet, TnG Walet.

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. Exclusions include but are not limited to: newly launched collections, products on last call.

They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

Does discount codes expire?

All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly!

Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are having the best deal for your orders!

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Wheres my free gift?

Everyone loves free stuff, and we love offering promotions and freebie goodies from time to time! Because they’re free, these items are available in extremely limited quantities and are not eligible for replacement or credit of any kind.

What the the terms to use the RM10 off for signing up to Whatsapp Marketing

  1. Eligibility: This offer is open to all customers who sign up with their WhatsApp number through the SUB Beauty Skin campaign pop-up.
  2. Discount Validity: The RM10 discount is valid for a single purchase and must be used within 30 days of signing up.
  3. Minimum Spend: To utilize the RM10 discount, a minimum spend of RM50 is required.
  4. Exclusions: The discount cannot be applied to sale items, gift cards, or used in conjunction with any other promotional offers.
  5. Redemption: The discount code will be sent to the registered WhatsApp number within 24 hours of signing up.
  6. Privacy: All customer information will be kept confidential and will not be shared with third parties.
  7. Amendments: SUB Beauty Skin reserves the right to change, amend, or end this promotion at any time without prior notice.

By signing up, you agree to the above terms and conditions.