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Returns
If you are not completely satisfied with your purchase from narscosmetics.my, you may inform us within 7 working days of your intention to return the product and return the item(s) in its original condition together with its original receipt within 14 working days from the date you receive the product. We will provide a full refund in the original form of payment, provided the item(s) are unopened, unused and in their original packaging. We regret that we cannot make exchanges at this time.
Kindly follow the following steps to return your NARS item(s) successfully:
- To initiate the return and refund process, you must first inform our Customer Service team at nars@customercare.com.my within 7 working days from the date you receive the product with supporting evidence (picture of your item and its condition) and order number.
- Fill out the return form, to be provided by Customer Service via email, and place it inside the return package.
- Customer Service team will make an appointment with you to pick up the products. Our appointed shipping company will collect the product(s) from you at the arranged time.
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Re-pack the unused product(s) you wish to return in its original packaging, original receipt and include the return form inside the package. Kindly also include free gift/sample inside the package (if any).
- If you are entitled to a refund, we will process the calculated refund within thirty (30) days upon receipt of the returned product(s) in its original condition. Shipping fees or gift wrap is non-refundable.
Please note that you will have to cover the delivery cost (RM10) incurred for the return process, which will be charged to the same credit card used for making the purchase. You acknowledge and agree that we are authorised to offset such delivery costs from your purchase price and refund the balance to you.
Refunds will only be made against the original credit/debit card used. We regret that refunds for online banking is currently not supported. Only products purchased on narscosmetics.my can be accepted for refund. Products purchased at narscosmetics.my are not accepted for return at NARS Boutiques or department store locations.
If you have questions about returns, please contact us via email at nars@customercare.com.my.
Damaged Items
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately via email at nars@customercare.com.my with your order number and proof of evidence so that we can work with you to resolve the issue promptly.
To ensure a smooth resolution, please retain the shipping box, packing materials and the damaged items for inspection by the appointed shipping company.
Maximum Purchase Policy
We regret that we must limit orders to no more than 5 units for any item per order.
Shipments to Other Countries
Presently, we only deliver orders to addresses within Malaysia.
Order Processing and Delivery Timelines
Orders are processed within 24-48 hours, Monday through Friday, excluding major public holidays and weekends, depending on product availability. Orders are delivered on Monday to Saturday. All orders require a signature upon delivery. If you are not there to sign for your order, please assign a representative to sign and receive the parcel on behalf of you. We will do second attempt should there be no one to sign and receive at first attempt.
If both deliveries failed (first and second attempt), the order will be cancelled.
To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your parcel unattended at the address provided.
Please keep the following points in mind:
- We do not ship to P.O. Boxes
- We do not ship to Freight Forwarders
- We are unable to ship to multiple addresses in one order
Order Cancellation
Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel your order. If you are not completely satisfied with your item, you may return any products you don't want by following our Return Policy. Please note that Refunds will only be made against the original credit/debit card used, online banking is currently not supported. You will have to cover the delivery cost (RM10) incurred for the return process, which will be charged to the same credit card used for making the purchase.
Tracking Your Orders
After your order is placed, we will send you an order confirmation. Once your order is shipped, you will receive a shipping confirmation email with your tracking information which you may use to track and monitor the delivery status of your NARS order. You can also view the status of your order by visiting https://www.dhl.com/my-en/home/tracking.html and enter your tracking number(s). Please note that DHL may not have tracking information available for up to 24 business hours after the order has shipped. All previous order history can be viewed under the Account section on the website.
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