ONLINE ORDERS TERMS AND CONDITIONS
DELIVERY & RATES
All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.
Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use DHL eCommerce as our standard delivery courier. Delivery usually takes between 3 to 7 business days for West Malaysia and 4 to 9 business days for East Malaysia.
Our standard delivery charges per order are as follows:
- For West Malaysia, delivery charge is RM12.00.
- For East Malaysia, shipping charge is RM20.00.
- Orders of RM200.00 and above (inclusive of GST and after deducting cash or discount voucher if applicable) are entitled to delivery free of charge within Malaysia.
Orders are dispatched for delivery between 9.00am – 5.00pm from Monday to Friday and 9.00am – 1.00pm on Saturday.
We only deliver to addresses in Malaysia. We do not deliver to P.O. Box addresses or ship internationally.
We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone / mobile number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
You will receive a pre-delivery SMS with direct link to parcel tracking. In the event that we fail to deliver to you at the delivery address provided by you, we will contact you to schedule for a 2nd attempt at the specified delivery address. If we are not able to reach you after the 2nd attempt, we regret to inform you that your package will be returned to Urban Decay Malaysia.
PROOF OF DELIVERY
Our courier service may request for a signature from the intended recipient of the items purchased. In circumstances where our courier service fails to deliver to the intended recipient, it may deliver the order to the reception of the recipient's address, and obtain a signature from the receptionist as a proof of delivery.
Orders placed and received on business days (Monday to Friday, excluding public holidays) are processed on the same day in the order in which they are received. Orders placed after 12.00AM would be considered as next day purchase for courier purposes. Orders placed and received on weekends (Saturday or Sunday) will be processed the next business day (Monday).
Urban Decay Malaysia will send you a confirmation email for your order after your payment is verified and authorized by the bank and we have accepted your order. The confirmation email will contain your order details including basic contact information, product(s) description and delivery address. If you do not receive the order confirmation email within 3 business days, please check your order summary in "My Account" or your email junk folder. Alternatively, you may also contact our Customer Service team at [email protected]. The Customer Service team is active between 9.00am – 5.00pm from Monday to Friday, except Public Holidays.
Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.
Free shipping and sample is only valid for registered users till 13th October 2017.
You may only purchase our product(s) from and enter into transactions on our Website if you are 18 years old and above.
REPORT ORDER PROBLEM
If you find that the items you have ordered are damaged upon delivery, please report to [email protected] within 7 business days delivery with supporting evidence and order number. Any reimbursement is subject to our discretion.
In the event of any product(s) is missing or different from your order, please report to our Customer Service team at [email protected] within 7 business days from delivery and we will attend to your report.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
OUT OF STOCK ITEMS
We strive to deliver your order within the delivery time stipulated. However please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.
In the event of stock unavailability in all stock locations, refund will be made to you via your credit card or bank account in the next 30 days.
If you have any questions on items that are not available online, please contact our Customer Service team at [email protected]
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 us 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.
- B. 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.
- Collection by appointed shipping company:
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 products purchased on Urban Decay Malaysia Online may be returned for refund. Products purchased at UrbanDecay.com.my are not accepted for refund at Urban Decay freestanding stores or Sephora stores.
If you buy Urban Decay product(s) from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you our refund or otherwise assist you with any problems that you may encounter.
Urban Decay reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met.
If you have any questions on our return policy, please contact our Customer Service team at [email protected] and it would be our pleasure to assist you.
Please provide your details, receipt number and reason for any returns.
If for any reason, you purchase any of our product(s) of which you are not satisfied with, you may exchange the product(s) within 14 days from the date you receive the product(s) as long as a proof of the original receipt is provided to initiate the exchange process. Exchange of the product(s) can only be done in Urban Decay freestanding stores. Exchanged product(s) must be of the same value.
If you buy Urban Decay product(s) from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you an exchange or otherwise assist you with any problems that you may encounter.
Urban Decay reserves the right of final decision if the product(s) intended for exchange is in unsatisfactory condition, or the above terms are not met.
If you have any questions on our exchange policy, please contact our Customer Service team at [email protected] and it would be our pleasure to assist you.
Product(s) prices listed on Urban Decay Malaysia website are subject to change without advanced notice.
CANCELLATION OF ORDER
We regret to inform that order cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.