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ONLINE ORDERS & PURCHASES
MCO SHIPPING RESTRICTIONS
- In light of the Movement Control Order announcement by the Malaysian government, you may experience a delay in the delivery of your order. This is due to the changes made in the delivery process following the increase impact of COVID-19. The health and safety of our people, customers and community is our utmost priority.
Our official courier partner is GDEX. For information related to potential disruption or delay of delivery, you may refer to GDEX’s official website at https://www.gdexpress.com/malaysia/home/
We apologize sincerely for the inconvenience caused.
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 GD Express as our standard delivery courier. Delivery usually takes between 3 to 7 business days for West Malaysia and 10 to 14 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 RM250.00 and above (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 PO 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 number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
- In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address. You will receive a “Sorry Card” at the 2nd attempt and if GD Express does not receive any feedback from you, we regret to inform you that your package will be returned to Kiehl’s 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 next day in which they are received. Orders placed after 12.00AM would be considered as next day purchase for courier purposes. Orders placed and received at the end of the week (Friday, Saturday or Sunday) will be processed the next business day (Monday).
- Kiehl's 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 customer details, product 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 Customerservice.MY@loreal.com.
- Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.
- You may only purchase our products from and enter into transactions on our Website if you are 18 years old and above.
REPORT ORDER PROBLEM
- If you receive an open or a tampered package, please do not accept it. Please report to Customerservice.MY@loreal.com within 2 days from the date you receive the product with 4 images of the package and we will attend to your report.
- If you find that the items you have ordered are damaged upon delivery, please report to Customerservice.MY@loreal.com within 2 days from the date you receive the product with supporting evidence and receipt number. Any reimbursement is subject to our discretion.
- If in the event that any product is missing from your order, please report to our Customer Service team at Customerservice.MY@loreal.com within 2 days from the date you receive the product 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.
- If you have any questions on items that are not available online, please contact our Customer Service team at Customerservice.MY@loreal.com
- At Kiehl's, we stand behind our service, our products and our customers. That is why we have a 100% satisfaction guarantee behind every purchase from our website www.kiehlstimes.com.my.
- If for any reason, you purchase any of our products of which you are not satisfied with, you may return the product(s) within 30 days from the date you receive the product as long as a proof of the original receipt is provided to initiate the refund process. Kindly reach out to our customer service team at Customerservice.MY@loreal.com or 1300-22-2232 to notify us to expect your parcel. The costs incurred to return the products will be borne by you. Upon receipt of the product(s) and the proof of original receipt, refund will be made to you via your credit card in the next 90 days.
Products can be returned to the following address :
Attn to: Kiehl’s Malaysia Returns
Bollore Lot 605, Complex Harmodal 1, Off Jalan SS13/1K, Subang Jaya, 47500, Selangor
- As an alternative, we are pleased to offer product(s) exchange within 60 days from the date of purchase. All exchanges (including products purchased from our official online store) are to be carried out at any of our walk-in stores only.
- If you buy Kiehl's products 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.
- Kiehl's reserves the right of final decision if the product 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 Customerservice.MY@loreal.com and it would be our pleasure to assist you.
- Please provide your details, receipt number and reason for any returns.
- Product prices listed on Kiehl's Malaysia website are subject to change without advanced notice.
CANCELLATION OF ORDER
- We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.