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Frequently Asked Questions

Product Information

What's the expiry date of the product?

Most of the product we carry will be having at least 6 months of expiry date unless specify stated in the website for clearance.

How are items packaged?

All our products packaging range is specifically designed for sending our parcels throughout Malaysia with a corrugated box/bubble wrap.

Delivery Information

What steps does Website take to prevent card fraud?
Website realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologise for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.
What are the delivery charges?

PLEASE BE ADVISED: Due to weather conditions within Malaysia, it may takes sometimes longer than us. Thanks for your understanding.
Postage Fees & Charges

West Malaysia
We offer FREE SHIPPING for orders RM70 and above. For order amount below RM70 and 1kg will charge a standard RM6 shipping fees. You may expect to receive the products in just 1-3 working days after we ship your parcel.

East Malaysia
We offer FREE SHIPPING for orders RM200 and above. For order amount below RM200, shipping rates will calculated base on weight. You may expect to receive the products in just 3-5 working days after we ship your parcel.

P.O.Box
We do not ship to International P.O.Box address at the moment.

Can I pick up from store?

Definitely YES! You'll be able to choose "Pick up from store" after you have insert your shipping address to "Negeri Sembilan"

Delivery time and other information

General Delivery Time
Poslaju delivers Monday - Saturday. Off on every 1st Saturday of the month. Parcel can be track at www.poslaju.com.my
Gdex delivers Monday - Saturday. Parcel can be track at www.gdexpress.com
Citylink delivers Monday - Saturday. Parcel can be track at www.citylinkexpress.com

Order Processing Time
Order must be placed by 12pm UTC/GMT Standard Time (EST) to be processed on the same business day.
After your payment is verified, it can still take up to 24 hours to process your order. This is just an estimate, sometimes a particular order may take longer than another due to weekends and public holidays.
You will receive a shipping notification email that we've shipped your order and the tracking information.

Business Days 
Monday – Friday 9am - 6pm and Saturday 9am – 1pm (closed every first Saturday of the month), excluding federal holidays within the Malaysia. Standard 3 Day shipping via Poslaju/ Gdex/ Citylink courier: Orders must be placed by 12pm UTC/GMT Standard Time (EST) to be processed on the same business day.

Order Confirmation Email
Immediately after you have successfully placed your order with NattaCosme.com, you will receive an e-mail that contains information regarding the details of your order. The order confirmation e-mail is your receipt that can be printed for your records. The order confirmation e-mail includes your order number (the same number that appeared on our web site after successful submission of an order), the details of the products and corresponding prices, any promotional coupons or eGift Certificates, your ship-to and bill-to information, and the ship method.

Payment and Order Status

How do I check the current status of my orders?

You can review the status of your orders and other related information in the 'My Account' section

In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

Payment Method (Malaysia)

We do takes Credit, Debit Cards(Visa/Mastercard), Online Banking(Maybank2u, CIMBClicks, RHB, HongLeong Connect and etc.), ATM/Bank Transfer(Maybank or CIMB).

MOLPayATM/Bank Transfer 

Credit Cards & Debit Cards (Visa/Mastercard),

Online Banking(Maybank2u, CIMBClicks, RHB, HongLeong Connect and etc.)

7-11 Payment

Account Name : Natta Cosme (M) Sdn Bhd

CIMB Bank : 8603108750

Please do email us your payment slip with order ID for ATM/Bank Transfer, order will only be process after payment receive for ATM/Bank Transfer, there's no further action needed for MOLPay payment as it will automatic process once it has been paid sucessfully.


Payment Method (Outside Malaysia)

We do takes Paypal(USD Currency) and MOLPay(MYR Currency) as payment method, order will be automatic process as "Processing" in order status once success payment has been paid and you can expect your shipment to be deliver out from our warehouse within next 24 working hours after confirmation of payment.

I'm staying out of Malaysia, can I pay by my country's currency?

We're sorry that we're only able to accept Malaysian Ringgit(MYR) or US Dollar(USD) as payment currency at this moment. You may always look up the exchange rates via International Visa/Mastercard.

Reference link from Visa International : http://usa.visa.com/personal/card-benefits/travel/exchange-rate-calculator.jsp

Order Status

What do the different order status mean ?

Pending : Your order has been logged and we are waiting for your payment information.  
Order Processing : We have received your payment and your order is in process in packing, usually it will not takes more than 24 hours to update for your tracking ID.
Order Shipped : Your order has been shipped by the warehouse and is on its way to the location specified by you for delivery.
Order Cancelled : The order was cancelled.

Additional FAQs

14 days satisfaction guarantee

Like many companies, we guarantee our products. However, it seems not enough to just guarantee verbally on our authenticity and parcel wrapping skill. Therefore, you will get a FULL refund from us and the postage fees (a maximum of RM6.00 per return for the postage fees) for the returning goods if you are facing below problems:

1) Damage parcel – Product is not use able such as broken / leakage. 

2) Suspect the authenticity of our products. We believe business will go on only if you trust us, or else, we will cancel the order for you.

(We truly understand your concern and hope that you can consume our product confidently. To guarantee the safety of our customers, we only distribute authentic products from licensed authorise Sole Distributor or Manufacturer. Certain brands are registered under our company - Natta Enterprise / Natta Cosme (M) Sdn Bhd, so you may also check with Biro Pengawalan Farmaseutikal Kebangsaan (BPFK) regarding this.

While certain brands in our shop are provided by other principal that had register themselves under the Biro Pengawalan Farmaseutikal Kebangsaan (BPFK). Customer may refer to the principle for confirmation whether have they supply us the product for selling in our shop. For your information all cosmetic product are under the Control of Drugs and Cosmetics Regulations 1984, all cosmetic products (unless specifically exempted by the Regulations) must be registered before they can be manufactured, distributed or imported in Malaysia. We hope the above information can answer your question so that you can consume our product in relieved. )

3) We send incorrect product that different from what you have order.

4) *Accidently purchase a wrong product/quantity.(You may still return to us, but postage will be by yourself, might charge restocking fees) 

Natta Cosme will process refund to you after we have received the goods that you intend to return and all the required documents for refund have been submitted to us. Unlike other companies, they guarantee satisfaction within 14 days after you make your purchase. While we make it within 14days after you have received the goods. 

*Item bought during promotional events (e.g. MyCyberSale or Clearance) will not be accepted for return and exchange.

Please follow below step to complete the task to claim refund.

Send your inquiry to customer@nattacosme.com with title “ Natta Cosme order ID# wish to get refund” . Our customer service will reply and instruct you for next step. Post the parcel back to us as request. Wait for the refund. 

If you still have any questions or doubts about our return policy and products, we welcome your email at: customer@nattacosme.com.

We will take proper actions on all returned products and we will NEVER re-sell any opened products.

Is it safe to use my credit/debit card on website?

Your online transaction on website is secure with the highest levels of transaction security currently available on the Internet. Website uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on website are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.