Where can I buy Urban Decay?
Where can I find out how to apply Urban Decay products?
We have an extensive collection of exclusive video tutorials—complete with step-by-step instructions—on our YouTube channel. (We're always posting new stuff, so check back regularly!)
How do I know if my new UD products is legit?
Urban Decay products are sold exclusively through select retailers. To ensure that you're getting the real deal, always buy directly from the authorized brick-and-mortar retail stores listed on UrbanDecay.com.my/StoreLocator.
What if the product I want is out of stock?
Out of stock items are not available for ordering at this time. We're sorry for any inconvenience this may cause. If you have already placed an order online and the item is out of stock, you will be contacted by a representative from our customer service team and refund will be made to you via your credit card or bank account.
Can I amend my order after it has been confirmed and paid for?
We understand that getting your UD must-haves quickly is important to you, so we make every effort to process your orders as soon as we can. Therefore, we are unable to amend any orders as we process orders immediately when payment is confirmed.
Can I cancel my order?
Unfortunately, we are unable to cancel orders once payment is confirmed. Please review your items before completing your orders.
What do I do if my order is missing an item?
We may not have had all of the items in stock when we shipped your package. If something was not shipped, you will be refunded for it. If you have any further questions or concerns, please contact our Customer Service team at [email protected]. Please have your order number handy and let us know the items you're missing.
What do I do if I receive a faulty item?
Please contact us immediately at [email protected] with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected back by our courier.
Is there a limit to the number of orders I can place?
To help ensure that we're selling our products to genuine UD beauty junkies (and not to resellers), we place a limit on the number of orders you can make within 30 days. This also gives more people a chance to purchase popular items before they’re out of stock, especially when it comes to our limited-edition launches.
How do I make a return?
If for any reason, you purchase any of our product(s) of which you are not satisfied with, you may return the product(s) in its original condition together with its original receipt within 14 business days from delivery and obtain a refund of the price paid. To initiate the return and refund process, you must inform Customer Service team at [email protected] within 7 business days from delivery with supporting evidence (picture of your item and its condition) and order number.
You may return the product(s) via two methods:
- Collection by appointed shipping company:
Customer Service will make an appointment with you to pick up the product(s). The appointed shipping company will collect the product(s) from you at the arranged time.
- Self-arranged delivery:
You may deliver the product(s) via PosLaju, GDex or DHL to the following address:
ClickAsia Sdn Bhd (on behalf of Urban Decay)
A-10-06, Level 10, Office Tower, Tropicana Avenue, 47410 Petaling Jaya, Selangor. TEL: 03-7890 1118.
You will have to bear the delivery costs incurred during the return process, and we will refund a maximum of RM10.00 for the delivery cost to your bank account, provided the original delivery receipt is emailed to Customer Service. Please allow 14 business days for this process to be completed.
Upon receipt of the product(s) in its original condition and the proof of original receipt, and if you are entitled to a refund, we will process the calculated refund to you via your credit card or bank account within 30 business days. Only product(s) purchased on UrbanDecay.com.my may be returned for refund. Products purchased from UrbanDecay.com.my are not accepted for refund at Urban Decay freestanding stores or Sephora stores.
Gift with purchase returns
If you received a FREE product or FREE gift with your purchase, you must include it with your return shipment in order to be refunded in the original form of payment. But please hold on to any free samples you received in your order—those are yours to keep and enjoy!
Exchange Urbandecay.com purchases in an Urban Decay store
Items purchased through UrbanDecay.com.my may be exchanged in the Urban Decay freestanding stores within 14 days of the shipment date. Proof of purchase is required.
Have a different question? Ask us at [email protected]