Frequently Asked Questions
We're here to help! If you can't find the answer to your question on this page, drop us an email at customercare@cocolab.my. If you do not see a reply email from us, please check your junk mail.
- HOW DO I CREATE AN ACCOUNT ONLINE?
We highly recommend that our customers create an account on our website as this will allow you to check the info you provide for accurate delivery, such as billing or shipping address (no PO Boxes), contact person and phone number. By creating an account, you can also check your order history and receive our newsletters on the latest offers, promotions and discounts.
Simply click on the Person Icon on our website located at the top right hand corner. Then, Create Account or Log In for returning customers. Fill in your particulars as required on the page.
An email will be sent to you to Activate Your Account. Please follow the steps in the email to confirm your account activation.
- HOW DO I EDIT MY ACCOUNT DETAILS?
Once you have signed in, you will be directed to your Account page where you can edit your details.
You can also click on My Account at the top panel of our website to access your Account page.
- HOW DO I SHOP ONLINE?
Browse through your preferred products and click ADD TO CART for quick shopping.
You can still alter your shopping cart items or their quantity by clicking on Shopping Bag button at the top right hand corner of our website. You can also opt to Continue Shopping on your Shopping Cart page.
Once you are satisfied with your items, click Check Out to proceed to the Payment page. Fill in your shipping and billing details, click on the your preferred delivery method and review your final payment.
- ARE THE PRICES ON THE WEBSITE DIFFERENT FROM THE RETAIL OUTLETS?
Prices displayed on our website for our products are inclusive of the prevailing 5% and 10% SST in Malaysia. The total SST, for applicable products only, will be reflected on the Check Out page depending on your shipping location. There are no differences in price on our website and retail outlets.
For orders shipped within Malaysia, the total price with SST will be included and reflected on the final Payment page of our Secured Checkout.
For orders shipped overseas, the total price will be reflected on the final Payment page of our Secured Check Out.
- WHAT CURRENCY CAN I BUY IN?
The default currency is in MYR (Malaysian Ringgit). You have the option to view and buy our products in the currency of your country. Click on the top right hand corner of our website page to change to your preferred currency.
Please note, however, that we are only able to accept credit card payment (via kipleBiz / iPay88 Credit Card) when the currency selected is in MYR. Other currencies chosen will disable the kipleBiz / iPay88 Credit Card payment method.
- HOW DO I USE A VOUCHER?
Once you are satisfied with the items in your shopping cart, click on Check Out. In your Check Out page, you may enter your Voucher or Discount Code. Your new total (excluding shipping charges) will be reflected immediately.
Option 1: Input discount / voucher code in shopping cart
Option 2: Input discount / voucher code at checkout page
- I DIDN'T GET MY WELCOME DISCOUNT CODE. HOW DO I GET IT?
If this is your first time purchasing on our website, you must register an account with us so that your welcome discount code can be emailed to you. Orders made without account registration on our website will not receive this welcome discount code.
You can find the welcome discount code via email. Please check your spam folder if you are unable to find it and keep our email address in your address book : customercare@cocolab.my
Log in to your account to ensure voucher code is valid. The welcome discount code needs to be inserted at the checkout page before making payment in order to enjoy the discount. It cannot be added after payment has been made. Please ensure that welcome discount is reflected at grand total before proceeding to payment page. We are not liable for payments made without the discount code inserted. Welcome discount will not be refunded if code was not inserted at checkout page.
If you have not utilized your welcome discount code in your first purchase, you can use it for your next purchase. Your welcome discount code will not expire as long as you have not used it yet. - WHY IS MY VOUCHER BEING REJECTED WHEN APPLIED?
There could be 3 reasons why a voucher is not being accepted. Mainly:- The voucher has reached its available limit - only limited vouchers are released at any given time
- The discount code has expired - every voucher has a limited period of usage
- The discount code has been used - vouchers are limited in quantity to each customer
- Did not login to account - you will need to login to your account before using the voucher as they are account-specific vouchers
- Therefore, it is best to make use of your voucher within the usage period or before quota has reached its limit.
If voucher codes are given by payment providers such as e-wallets, credit or debit cards, these voucher codes must be inserted in the payment page of the respective payment providers and not on COCOLAB website.
- CAN I COLLECT MY ORDER TODAY?
If you need to collect your order today, you can do so via Lalamove or Grab. Please contact us via Whatsapp to make urgent arrangements. We are located in Kuala Lumpur. - WHAT ARE THE SHIPPING CHARGES?
Shipping Fee for local orders within Malaysia and international orders (including Singapore) are based on total weight.
Free Shipping is available for local Malaysian orders within West Malaysia above RM100 for standard delivery. This will be applied automatically at checkout.
For Lalamove Same Day Delivery, shipping fee will depend on total weight of order and address distance. Lalamove Delivery is only available in Kuala Lumpur and Selangor at the moment and will only be carreid out on working days (no deliveries during weekends or Public Holidays). Please contact us via our social channels if you wish to book a Lalamove Delivery.
For international orders, the estimate shipping charges will be shown upon Check Out.
The final shipping charge will be reflected based on weight at the Checkout page.
Standard Delivery will be chosen at default for all orders.
For shipping time frame info, please click here. - DO I HAVE TO PAY CUSTOMS CHARGES FOR MY ORDER (APPLIES TO INTERNATIONAL ORDERS ONLY)?
Unfortunately COCOLAB is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by COCOLAB. For more accurate information, we suggest getting in touch with your local customs office so that you are not surprised if there are any unexpected delivery charges at your end.
- WHAT IS THE PAYMENT & SHIPPING PROCESS?
For a complete guide on our Payment & Shipping process, please click here.
- HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?
Upon complete checkout and payment method, you will receive an Order Confirmation email from us with details of your order within 24 hours.
If you do not see this email, please check your junk mail or contact us at customercare@cocolab.my - WILL MY ORDER BE ABLE TO PASS THROUGH CUSTOMS?
As each country's customs regulations are different and experience changes from time to time, we are unable to determine if there will be absolutely no issues for your order entering your country. Customs regulations may be set for a period of time and change the next time. For more accurate information, we suggest getting in touch with your local customs office so that you are not surprised if there are any unexpected returns at your end.
While most countries generally do not have issues in bringing in products through customs, here are some updated restrictions on products.COUNTRY PRODUCTS Indonesia All health & beauty products
Please note that this is reflected in real time and we will update this from time to time or as and when required. - WHAT ARE THE PAYMENT METHODS AVAILABLE?
We accept payments via:
A) Bank Transfers (online or ATM). Please login to your own bank account to make payment online or deposit sufficient cash into Cash Deposit Machine when making payment and email payment receipt.
B) Credit / Debit Cards (using kipleBiz / iPay88). We accept VISA and MasterCard cards.
C) Direct Transfer / FPX online (under Online Banking via eGHL / via kipleBiz / via iPay88). Supports registered local bank accounts for all Malaysian banks.
D) Boost Wallet (E-Wallet via eGHL / via kipleBiz / via iPay88). For Boost app account holders. You will be redirected to a separate payment page.
E) Touch n Go (E-Wallet via eGHL / via kipleBiz / via iPay88). For Touch n Go app account holders. You will be redirected to a separate payment page.
F) Maybank QR Pay / MAE. For Maybank account holders with Maybank app or Maybank e-Wallet (MAE) users with MAE app installed into mobile devices. Email payment receipt.
G) GrabPay (E-Wallet via eGHL / iPay88). For Grab app account holders with sufficient balance in GrabPay wallet. You will be redirected to a separate payment page.
H) AliPay (under Online Banking eGHL / under E-wallet via kipleBiz). For AliPay account holders with sufficient balance in GrabPay wallet. You will be redirected to a separate payment page.
I) WeChat Pay (E-Wallet via kipleBiz). For WeChat app account holders. You will be redirected to a separate payment page.
J) kiplePay (E-Wallet via kipleBiz). For kiplePay app account holders. You will be redirected to a separate payment page.
K) Shopee Pay (E-Wallet via iPay88). For Shopee Pay app account holders. You will be redirected to a separate payment page.
L) Payment at our outlets for Self-Collection option only.
For a more detailed illustration on payment, please visit this link on 'How Do I Pay?'. - DO YOU ACCEPT COD (CASH ON DELIVERY)?
We only accept Cash on Delivery or COD for 'Self-Collect' method at our selected outlets only. Payment for your order can be made via Cash.
- WHEN MUST I MAKE PAYMENT?
We can only hold your order for 7 days from your date of order. Successful Payment via online or offline methods and their respective notifications to us must be made within 7 days. Failing which, we will no longer hold your order and it will be canceled.
If you wish to continue with that order, you will need to place another order with the same details.
Please note that discounts or vouchers applied will also be canceled once non-payment for the order has exceeded 7 days, Discounts or vouchers cannot be carried forward to the new order unless they are still available or have not expired.
IMPORTANT : Please ensure that you are satisfied with items in your cart and discount/voucher code application before proceeding to make payment. The company will not be held responsible for any omission of customer details or failure to input discount/voucher code once payment has been made.
Due to the system's restrictions of discount and voucher usage, it is best to make payment as soon as possible to avoid disappointment.
- HOW DO I KNOW IF MY PAYMENT HAS BEEN RECEIVED?
For online payment:
Upon successful payment on the payment gateways, you will be redirected back to our website's Thank You page. You will then receive a Payment Confirmation email from us and another email from eGHL / Kiple / iPay88 depending on your payment method.
For manual bank transfer / QR Pay uploads:
Upon sending us your payment details (for offline payment) or making payment via your credit card (online payment), you will receive a Payment Confirmation email from us. Please note that payment confirmation received after 5:00pm will only be processed the following working day.
If you do not see this email, please check your junk mail or contact us at customercare@cocolab.my or Whatsapp us
For a more detailed illustration on payment, please visit this link on 'How Do I Pay?'. - WHERE CAN I FIND THE INVOICE OR RECEIPT FOR MY ORDER?
Once payment is successful, you will receive a COCOLAB Invoice for your order via email. You will also receive the same invoice in your order package.
In the event you do not receive the print-out of your invoice in your package, please refer to the COCOLAB Invoice Email.
You may also refer to your account under "My Account" and select the order you wish to view the invoice.
- HOW LONG DOES IT TAKE TO SHIP OUT AN ORDER ONCE PAYMENT HAS BEEN MADE?
Once payment has been made, we will process your order within 1 working day and will ship it within the next working day.
For local orders within West Malaysia, it may take within 1-5 working days for delivery to reach your doorstep.
For local orders to East Malaysia, it may take within 1-7 working days for delivery to reach your doorstep.
For international orders, it may take within 7-15 working days for delivery to reach your doorstep. This is subject to customs clearance at the country of destination.
This is subject to any peak festive seasons, pandemics, lockdowns or movement restrictions at the destination address and delivery may take longer than usual. - HOW CAN I CHECK IF MY ORDER IS BEING SHIPPED OUT?
Upon successful payment, we will pack your order and ship it. You will receive a Shipping Confirmation email from us stating the details of your order (tracking number & courier service provider) within 1 working day.
If you have not received a Shipping Confirmation email from us, please check your junk mail. If it is still unavailable, please email us at customercare@cocolab.my
We use various courier service providers for all shipments in Malaysia and Singapore depending on your shipping address to best suit fastest delivery. We use Lalamove, Qxpress, PosLaju, DHL, Pgeon and CityLink, You can track your order via the respective courier's websites or via tracking email given to you. Key in your tracking or consignment number in the website to find out more details.
For shipments outside of Malaysia and Singapore, we use QXpress (Singapore), CityLink, TNT, Aramex, DHL as our courier service providers. You can track your order via the respective courier's websites or via tracking email given to you. Key in your tracking or consignment number in the website to find out more details.
Please note that we do not ship to PO Boxes.
- CAN I CANCEL MY ORDER?
We do not entertain any cancellations once an order has been processed.
If you have already made payment and wish to cancel an order, please email us immediately at customercare@cocolab.my to let us know. We will come up with an appropriate solution for your case.
- CAN I RETURN OR EXCHANGE MY ORDER?
Due to hygiene reasons, we will not accept any returns or exchanges once an order has been delivered. COCOLAB deserves the right to stipulate any delivery arrangement or cost made by a customer for products that are returned or exchanged.
