How do I return an online purchase?

Please contact our Customer Service Team at itskommunity@gmail.com and include the following details in your email:
- Order number
- Name of the item
- Reason for return
- Item photohere.

Return Reasons & Eligibility:
1. My item arrived damaged/faulty
Refund: YES
Credit/Gift Card: YES

2. I’ve tried the product and have changed my mind
Refund: NO
Credit/Gift Card: NO

3. My product is unused but I’ve changed my mind
Refund: NO
Credit/Gift Card: YES

4. I have received the wrong item
Refund: YES
Credit/Gift Card: YES

5. I’ve tried the product and experienced an allergic reaction
Refund: YES
Credit/Gift Card: YES

6. One of the items I ordered was missing
Refund: YES
Credit/Gift Card: YES

7. I would like to return my item, but I do not have any proof of purchase*
Refund: NO
Credit/Gift Card: NO

Kommunity allows for returns and exchanges if you've changed your mind about a product. 
All returns and exchanges due to change of mind are subject to a 14-day return and exchange policy upon receipt of order, subject to the following terms and conditions:

- Item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items which have been stated as non-exchangeable or non-returnable.
- Shipping costs associated with the return of the product will not be covered by Kommunity.
- Your rights under any applicable consumer law are additional to and not affected by Kommunity's return and exchange policy above.

Important Note for Cosmetics:
Due to hygiene and safety reasons, we do not accept returns for:
• Broken seal or used cosmetic products
• Products not in their original condition/packaging
• Change of mind (for opened cosmetics)

However, returns are accepted for cosmetic items that meet the following criteria:
• Damaged or defective upon delivery (e.g., broken packaging, leaking product)
• Incorrect items shipped (wrong product or quantity)

Met all the requirements?
Please contact our Customer Service Team at itskommunity@gmail.com.
In your email, use 'Returns / Exchanges' as the subject line, and include your order number and the name of the item(s) you wish to return.

We're sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team so that we can make things right.

Please reach out to us at itskommunity@gmail.com and include the following details in your email:
- Name of the item(s)
- Order number
- A short description of the issue (e.g., missing item, wrong item, damaged/expired item)
- Image of the Item/Parcel(s) received

Please do not dispose of or throw away any of the items you're writing in about — we may arrange to collect the product.

If you've experienced an allergic reaction to one of our products, please get in touch with our Customer Service Team at itskommunity@gmail.com.

Your input will help us communicate with the brand involved and find an appropriate solution. In your email, please include:
- Your order number
- The full name of the product that caused the reaction
- A detailed description of the symptoms experienced

Our Customer Service Team may also ask for:
- A full-view photo of your store receipt (if applicable)
- Photos of the product
- Photos of the affected area

Since different skin types and conditions may react differently to our products and brands, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.

Checking the status of your order

You can check the status of your orders by accessing 'My Account' and click 'Orders'.

My order is 'Preparing to ship'/ 'In Transit', what does that mean?

Hang tight! Your order has been packed and has left Kommunity's warehouse! At this stage, you'll receive an email update from us that will contain a Tracking Link and Number for your parcel. Please give about 24 hours for your tracking link to be live. 

My order is 'With Drivers', what does that mean?

Your parcel is reaching you soon - it's been picked up and it's with a driver. You should receive a SMS from our courier partners with the shipping status once your order is en-route to your shipping address of your choice.

It's past the delivery time frame but my parcel has still not arrived!

Don't worry! Try this: What should I do if there's a delay in my delivery?

I'm trying to track my parcel but I can't find it within the 'Account' tab!

Please note that only orders that have been made while signed in to your Beauty Pass Account can be tracked via My Account. Orders will not appear under My Account if you checked out as guest. If you need more help, please feel free to reach out to our Customer Service Team here.

We're happy to offer the following delivery options:

• Standard Delivery – RM25 for orders under RM80
• Free delivery for orders RM80 and above (Limited time only)

Delivery Timeframe:
• Klang Valley (Kuala Lumpur, Selangor, and Putrajaya): 1–3 business days
• Rest of West Malaysia: 2–4 business days
• East Malaysia and Labuan: 2–6 business days

*Limited time only: RM80 shipping threshold.

We do have some terms and conditions for delivery though!

• Delivery times in the table above are based on orders placed before 12pm MYT.
• Next business day delivery in Klang Valley is not available during weekends, sale events, holidays, or in the event of severe weather.
• Delivery fees apply if your minimum purchase falls below RM80 after discounts are applied.
• Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.
• Delivery is only available on weekdays (excluding Malaysia Public Holidays).

Unfortunately, we don’t offer specific time slots for our deliveries at this time. However, once your order has been shipped, you may reach out to our courier partners to see if they can arrange a delivery during your preferred time slot.

Depending on the courier, your delivery may be rescheduled to the next working day.

We're sorry your parcel has been delayed! While there may be a delay in the delivery, no action is needed on your end. You may continue tracking your parcel from the orders section.

For further enquiries, please feel free to reach out to our Customer Service Team here

While we'd love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

Due to a high volume of orders and our precautionary measures taken by us and our delivery partners please expect a delay in the delivery of your order. You may log into My Account to check the status of your order.