Frequently Asked Questions

Yes, we are the sole distributor of the products listed in the store.

We are the only authorised platform to sell the listed products online. Other online platforms such as Lazada and Shopee are not authorised to sell these clinic-exclusive products. We cannot guarantee the source and authenticity of their products. Counterfeit products have been reported from these platforms.

Due to COVID-19, it has become more challenging to purchase your favourite products from the clinic, thus we would like to deliver the products to your doorstep. It is important for you to key in the clinic’s referral code to enjoy their special deals.

Yes, you will have to create an account to make a purchase from our store. Once your account has been created, you will automatically be registered as a Neoasia Derm Store member, allowing us to retrieve your particulars for easy reference on your future purchases.

If you see something you would like to purchase, simply add the item into your shopping cart and proceed to checkout. Follow the instructions on your screen; select your preferred payment method, and you're done!

All payments made through credit cards (Master & Visa only) and Paypal will be accepted for purchases made on our Neoasia Derm Store.

All products will have a minimum shelf life of 12 months.

As we are an online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. They are well-versed on every product we carry - and even use them in their daily routines. Please also check the ingredients listing before completing your purchase to identify any allergens.

We can be reached via our main office hotline at +603 7865 7717 (Monday to Friday except public holidays; 8.30am - 5.30pm) or you can email us at hello@neoasiaderm.com.my.

*Do note that in compliance with the guidelines set by the government on the management of COVID-19, our Malaysia office premise will be temporary closed. However, we will remain contactable during our business hours from Monday to Friday, 8.30am to 5.30pm via the email stated above to support you.

We only deliver via courier service. Deliveries are usually between Monday-Friday, 9.00am - 5.00pm.

We offer free delivery for all orders.

If you're not available to receive your order, contact our courier partner to arrange re-delivery at a suitable time. Failure to inform can lead to additional charges of redelivery fee by the courier service.

As much as we would love to deliver overseas, all purchases made on the Neoasia Derm Store will be delivered to local addresses within Malaysia only.

Please allow 3 to 5 working days for us to process your orders.

During festive seasons and peak periods, processing time would be within 5 to 7 working days.

We know how exciting it is to receive orders on time, therefore we are unable to amend or cancel any orders as we process orders immediately when it is confirmed.

Products sold are non-returnable, neither exchangeable nor refundable unless goods are (1) damaged or faulty due to manufacturer fault. and /or (2) incorrect products delivered by us.

Please contact us immediately at hello@neoasiaderm.com.my with your order number, details and an image of the faulty items received. Please do not discard the item(s) as we will need it to be collected back for exchange.

At Neoasia Derm Store, we specially curate the products we carry. The ingredients of the product are listed on the page to help you identify any sensitivity with certain ingredients. Different skin types and skin conditions may react differently to our products. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to hello@neoasiaderm.com.my.

Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to verify if it is the product that caused the allergic reaction.