Order & Payment

How long will it take for my order to arrive after I make payment?

All success transaction will be process within 48 hours and we will try our best to ship your item(s) to you as soon as possible. The estimated shipping times act as a guide only and only commence from the date of dispatch. Please refer to Order & Shipping Info for more information

Can I cancel my order before I receive the item(s)?

We regret to inform that no cancellation or changes will be accepted once your order has been processed by us.

What payment methods are supported by Hair Secret?

1. Online Banking
2. Bank Transfer
3. Credit/Debit Card: Card payments will be processed via Third Party Provider (TPP)

What if I can't make payment online?

You can choose "Manual Transfer" when you check out. Please drop an email to support@hairsecret.com.my with payment details and order ID after payment has been made.

Bank Name: Hong Leong Bank
Account No.: 11600025893


What is the cost of delivery?

We deliver to your home or office, anywhere within Malaysia, via our store network. Products are dispatched from our HQ which is located in Cheras and usually shipping within one(1) to three(3) days, or up to five(5) days for East Malaysia. The delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfillment location. Multiple items can be fit into one box.
For more information, please refer to Order & Shipping Info

What if I receive a damaged parcel, the wrong items, or don’t receive my order at all?

If you believe there is damage to the products you’ve ordered, the incorrect items have been delivered, or your order hasn’t arrived within the specified time frame, please contact our customer service.


Do I have to pay for shipping when I return my purchase?

To ensure our customers to have the best online shopping experience, return shipping fees for faulty products will be paid by us. However, if a return is not approved, customer is responsible for the shipping costs.

We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable

What if my product is damaged in transit?

If any goods are delivered to you are damaged, simply visit any of our retail stores or contact our Customer Service within (3) working days of receiving the delivery. We will arrange to have the damaged good returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

What if my product is faulty or defective?

If you found the goods to be faulty or defective, simply visit any of our retail stores or contact our Customer Service within three (3) working days of delivery and we will determine if the product faulty or defective and offer you one of the following options:

Replacement: The same product that you ordered will be shipped to you. Our team will contact you within 24 hours with the replacement product delivery time.


How long will it take to receive my refund/new item(s)?

Please allow a minimum of 14 working days from the date we receive your return package.

How will I be refunded?

If you paid using a credit card, the refund will be made to your credit card (or original method of payment).

I’ve changed my mind and would like to cancel my order. Will I be refunded?

We regret to inform that any cancellations due to a change of mind will not be accepted. If the item delivered is the correct item ordered and is not defective, it will not be considered for a refund. We reserve the right to reject any canellation, refujnd deemed unfit or unreasonable.