I emailed your customer service team. When should I expect a response?
We aim to respond to all Emails within 48 hours. Our Customer Service team will be operating from Monday – Friday (9pm -6pm). However, we will try our best to accommodate every enquiry immediately during non-working hours. 


  1. How do I place an order? 

Shopping with MS PUI YI COSMETICS is easy.

1. Log on to
2. To add items to your cart, click on ‘Add to Cart’ with your desired quantity.
3. To review your items, click on the ‘Cart’ icon located at the upper right corner of the page.
4. If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. Changes will take effect once you have successfully entered the code.

When you are ready to place your order:

5. Click on ‘Secure Checkout’ and your order summary will appear for your review.
6. Fill in your preferred Shipping Address, Shipping Method and Payment Option, then click on ‘Place Order’ to proceed with the payment.

You will receive a confirmation email shortly after you have successfully placed your order.

  1. Where is my order confirmation number?

An order confirmation number is only generated for online orders – once you have successfully placed your order online, you will receive an email containing the details of your order.

Did not receive your Order Confirmation?
Let us help you! Contact our Customer Service Team at

  1. Can I make changes to or cancel my order once it has been placed?

Unfortunately, once you successfully make an order, we are not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul. As MS PUI YI COSMETICS is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!

For further enquiries, please contact our Customer Service Team here

Wish to return an item after it’s been received?
You might want to read: What is the Returns and Exchange policy? 

  1. I am having issues using the coupon/voucher code

Please check the terms and conditions of your voucher regarding redemption eligibility including but not limited to:
– Voucher Expiration Date
– Applicability of voucher to items in the cart
– Other exclusions such as not using the voucher with other discounts, promotions. 


  1. What are your delivery options and how much is shipping?

We are happy to offer the following delivery options:



RM 10 (RM 250 above and enjoy FREE delivery)


RM 20 (RM 250 above and enjoy FREE delivery)

SouthEast Asian Country

RM 65 (cap at 10 items per order)

Rest of the world (out of Asia)

RM 100 (cap at 10 items per order) 

We do have some terms and conditions for delivery though!
– 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).

  1. How can I track my order?

Checking the status of your order
You can check the status of your orders by accessing ‘My Account’ and click ‘Orders’.

My order status shows ‘Payment Pending’. Why?
Most payments are processed immediately – you might want to check this out: Why does my order status show ‘Payment Pending’?

My order is ‘Preparing to ship’/ ‘In Transit’, what does that mean?
Hang tight! Your order has been packed and has left MS PUI YI COSMETICS’s warehouse! At this stage, you will 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. 

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?

  1. What should I do if there is a delay in my delivery 

We are 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.

Need help tracking your parcel? View: How can I track my order?

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

  1. Why does my order status show “Payment Pending”? 

Typically, the ‘Payment Pending’ status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment

  1. Do you process orders during Public Holidays?

While we would 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.


  1. What kind of payment method may I use at

We accept the following payment options:

Debit / Credit Card – We accept Visa/Mastercard

Online Banking / FPX

E-wallets – GrabPay and AliPay

  1. What if my payment has failed?

There may be several reasons for why payment for an order has failed. Reach out to our Customer Service Team here and let us help you.


  1. What is the return and exchange policy?

All returns and exchanges are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions:

All Sales Are Final* We do not accept returns, exchanges or refunds. Please note, MS PUI YI COSMETICS reserves the right to refuse all returns.

– In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package. Customer must provide photos of the issue, including packing slip.

– 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.
– Your rights under any applicable consumer law are additional to and not affected by PY COSMETIC’s return and exchange policy above.

Met all the requirements? You can contact our Customer Service Team here. Select your issue as ‘Returns / Exchanges’ and provide your order number and the name of the item(s) you wish to return.

  1. What is the return process?

How do I return an online purchase?
You can get in touch with our Customer Service here and include the following details in your enquiry:
– Order Number,
– Name of the Item, and
– Reason for return

Am I able to return an online purchase? Yes! However, online returns can only be refunded as store credit in the form of a MS PUI YI COSMETICS discount code and are subject to our return and exchange policy.

Am I able to return an item bought from MS PUI YI COSMETICS in another country?
All returns for international purchases are currently not available.

  1. What if my item was missing, incorrect, damaged, or faulty?

We are 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 better. Fill up our webform here and select the issue as ‘Missing Item’, ‘Wrong Item’, or ‘Damaged / Expired Item’.

Please also include the following details in your form:
– Image of the Item/Parcel(s) received
– Name of Item
– Order Number

Please do not dispose of or throw away any of the items you’re writing in about! MS PUI YI COSMETICS may arrange to collect the product(s).

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