FAQ

RETURN
Can I return or exchange an item?
All purchases made on Sulwhasoo Online (sulwhasoo.my) are non-returnable and non-refundable.
Read our Refund Policy here: https://sulwhasoo.my/policies/refund-policy.
 
Can I return a damaged item?
In the event, the product is damaged, we do accept exchange of the same product. Please follow the steps below for the exchange:
  1. Email us at sulwhasoo.online@my.amorepacific.com with the order number and a picture of the damaged product within 14 days after receiving the parcel.
  2. Our customer service personnel will contact you within 5 working days to confirm the exchange; and the exchange process will be arranged.
  3. Product(s) must be returned in its original condition and all gifts that came along with the purchase must also be returned.
  4. Please note that the exchange refers to purchases made at Sulwhasoo Online (sulwhasoo.my) ONLY and exchange of online purchases cannot be done at any Sulwhasoo boutiques / counters.
Read our Refund Policy here: https://sulwhasoo.my/policies/refund-policy.
ORDER & PURCHASES

I need help with my order. Whom can I contact?

Our team will be happy to assist you. Please email us at sulwhasoo.online@my.amorepacific.com
 
When will I receive my order?
Order will be handled and delivered Monday - Friday, 9AM - 5 PM (excluding Public Holidays). Order placed after 2 PM will be considered the next business day order. Please allow 3 - 5 business days for delivery to West Malaysia; 5 - 8 business days for delivery to East Malaysia. Delivery schedule may vary during online sales period.
 
Shipping Outside Malaysia
We apologize, but currently we are unable to process and ship orders to destinations outside of Malaysia.
 
Do you accept orders shipping to P.O. Box?
Unfortunately, we do not ship orders to any P.O Boxes.
 
Do you accept international orders?
We do not accept international orders at the moment.
 
Where is my order?
You may sign in and view your order status and purchase history in your account. Alternative, you may reach us for status updates via email sulwhasoo.online@my.amorepacific.com (Monday to Friday 9:00AM - 5:00PM)
 
Can you send me samples of your products?
We do not offer samples without placing an order. By placing an order with us, you will receive complimentary samples from us.
 
My payment has been rejected. What should I do?
Due to privacy and security issue, Sulwhasoo Malaysia will not be able to access to your bank info. Kindly contact your bank directly if you face problems making payment.
OUR PRODUCTS
How do I determine the right skincare products for me?
We do offer virtual consultation via WhatsApp, you may select your preferred Sulwhasoo boutique / store and speak to our beauty advisor: https://www.sulwhasoomalaysia.com/whatsapp.
 
Alternatively, you may visit our Sulwhasoo boutique / store to enjoy complimentary skin consultation and our beauty advisor would be able to further assist you by recommending products that best suit your skin.
 
Is First Care Activating Serum halal?
Sulwhasoo products are not halal certified. Our products do contain Ethanol (cosmetic grade alcohol) which serves as a preservative ingredient. However, according to the Cosmetic Ingredient Review Expert Panel in 2008, there is no safety concern for ethanol used in cosmetic and personal care products.
 
Does First Care Activating Serum have fragrance?
Sulwhasoo's skincare are naturally scented with our herb/ medicinal ingredients.
 
Are Sulwhasoo products safe for pregnant women?
Yes, all Sulwhasoo products are safe to use during pregnancy.
 
What are your signature products?
You may check out our signature / bestselling products here: https://www.sulwhasoo.com/my/en/products/best_seller/best_seller.html.

OTHER
Sulwhasoo Loyalty Programme - Sulwha Club
Sulwha Club is not applicable for online purchase at this moment. No membership points will be accumulated for any purchases made online at my.sulwhasoo.com
Sulwhasoo Online Points
You will receive membership points when you make any purchases through my.sulwhasoo.com with special benefits. For more information of our Online Reward Programme, kindly refer here.