FAQ

Order Process

Can I cancel or amend my order?

Please contact us if you wish to cancel or amend your order. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.

How can I return my purchase?

We offer refunds for all products returned within 30 days of purchase, in their unopened and original condition. If you would like to return an item purchased online, please contact us.

Regrettably we are unable to accept online returns for products purchased in an Aesop signature store, department store or elsewhere.

All refunds will be processed to the original method of payment.

How many items can I order?

We invite you to purchase a maximum of 5 units per product.

Payment options

We accept Visa, Mastercard and Online Bank Transfer (FPX).

Payment security

The security of our customers' personal and credit card information is paramount to Aesop and we continue to invest in the development of robust security systems.

Our website is encrypted with Secure Sockets Layer (SSL) certificates, which creates a secure transaction area in which to enter your payment information. You can be sure that you have entered a secure area as a small padlock symbol will appear in the address bar of your browser.

We also have secure firewall systems and daily scanning in place, to ensure that any attempted intrusions are swiftly identified, and a biannual penetration security scan conducted by our security partners. We regularly engage with industry experts to seek the most up-to-date security advice, and are constantly seeking to improve upon our rigorous processes.

Taxes

All prices on the Aesop Malaysia website are inclusive of SST. The amount paid will be displayed on the invoice attached to your shipment email.

Samples

Will I receive samples with my order?

It is a pleasure to offer complimentary samples with all online orders.

Shipping

Can I collect my order in store?

At this time, we are unable to facilitate in-store collections for orders placed online.

Dangerous Goods

Some of our products are classified as Class 3 Flammable Liquids for the purposes of transportation. Any parcel that we ship containing these products will be packaged and labelled appropriately to comply with Dangerous Goods safety regulations.

Delivery options and shipping costs

Courier: SNT

Delivery Time:
1) West Malaysia: 2-3 business days
2) East Malaysia: 3-5 business days

Price: Complimentary shipping on all orders

Do you offer international shipping?

Orders placed on the Aesop Malaysia website can only be delivered within Malaysia.

If you wish to have your order shipped to another country, please open the destination menu from the footer section of the website and select the country you wish to ship to.

From here, you will be redirected to the Aesop website that services your chosen region, and can proceed to order your items. Note that prices will be displayed in the destination’s currency. If you cannot find your preferred destination, regrettably we do not ship to that country at this time.

To purchase Aesop products locally, you can locate your nearest Aesop Signature Store or stockist by using the Aesop online store locator.

PO Boxes

Regretfully we are unable to accept PO Box for deliveries within Malaysia.

Tracking your parcel

You will receive a tracking number by email when your order has been dispatched.

For any question about tracking status, you can reach out to our Customer Service team.

What should I do if my order is damaged in transit?

If an item has been damaged in transit, Aesop will provide you with a replacement or a full refund. Please contact us with your order details and an accompanying photo of the damaged item.

Where will my order be shipped from?

All orders are shipped from Malaysia.