How do I register on the éPure Malaysia website?
Click on the Login / Register button on the top right corner of the website and you will be directed to an online registration form.
How do I change my shipping details?
You can go to "My Account > Addresses" page and change your details here.
I forgot my Password for my account. What should I do to retrieve it?
1. Click on “Forgot password?” Enter the email address you used to register.
2. You will receive a temporary link to reset your password in your email.
3. Click on the link in your email and reset new password.
How can I make an online purchase on the éPure Malaysia website?
1. Choose the product you want and proceed to Checkout.
2. At Checkout, enter your shipping information and choose your payment method.
3. Confirm and place your order.
4. You will receive an order confirmation from us; and a payment confirmation email from the payment gateway.
How do I track my order status?
Please check in "My Account" > "Order History & Details". You will receive an email notification once the products has been shipped with tracking number. You will able to track the shipment status via particular carrier website
How do I know that my order is successful?
After placing your order and making payment, you will receive an email notification, which confirms your order number, name, item purchased and shipping information.
Can I modify my shipping information after placed order?
Please contact with customer service to amend your shipping information.
Can I modify my order items after placed order?
Order items are not able to modify after placed, please submit a new order.
What do the order statuses "PAYMENT ERROR, PAYMENT ACCEPTED, PROCESSING IN PROGRESS, SHIPPED, DELIVERED and CANCELLED" mean?
PAYMENT ERROR: There is a problem with your payment, please reorder again.
PAYMENT SUCCESSFUL: We've received your payment, will be process your order shortly.
PROCESSING IN PROGRESS: We're processing your order, it's ready to ship.
SHIPPED: Order has been shipped and tracking number is available.
DELIVERED: You're successfully received your order.
CANCELLED: Cancelled by an admin / the customer or payment failed.
What currency does éPure Malaysia accept?
We only accept payment in Ringgit Malaysia (RM).
What are the payment methods available?
All payments are processed by eGHL. eGHL is the leading Internet payments service provider in ASEAN.
We accept the following payment methods:
• Credit card (MasterCard™, Visa™)
• Online banking (FPX)
What if I can't make payment online?
Please contact with customer service to place your order,
Call us: +603 7988 0282
Working Days/Hours: Monday to Friday (9am to 6pm), excluding Public Holidays.
How do I notify payment?
You will receive a payment confirmation email from the payment gateway. Payment will validate by the system automatically. If system validation failed but you believe that payment already transferred, please contact us.
How do you ship my orders?
All your orders are sent via GDEX and DHL.
How much is the delivery charge?
Shipping charge of RM12.00 for every single order applied to West Malaysia.
Shipping charge of RM20.00 for every single order applied to East Malaysia.
Free shipping is provided if the order (after discount, if applicable) is RM200 and above.
When do you ship my order once payment confirmed?
We'll ship out your order within 24hrs (Monday-Friday before 12pm, excluding Malaysia Public Holidays) as soon as we received payment. Orders made after 12pm will be processed on next business day. *Exceptions of additional working days during promotion/holiday period.
How long does delivery take?
West Malaysia - 1-3 business days / East Malaysia - 7-14 business days.*Exceptions of additional working days during holiday period*.
COVID-19 Nov20 update: Shipment might expect delays for CMCO and TMCO impacted areas especially East Malaysia
How to track order delivery status?
You will receive an email notification once the products has been shipped with tracking number. You will able to track the shipment status by clicking the particular carrier tracking link.
How if I receive damage or wrong item?
Please contact our customer service or email your inquiry to email@example.com my with 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 smoothly and faster, do email your inquiry with picture(s) of your item(s) matter & condition. Please allow a minimum of 14 working days from date we receive your return package to you.
What are the return requirements?
Returns must be made within 14 days from date of purchase, damage or wrong items must be return together with original box.
Following are non-refundable merchandise,
• Items received more than 14 days.
• A used or unsealed product,