We will try our best to respond to your inquiries on the day that we receive them within 2 days. However, responses may be delayed on Friday afternoons, Mondays, or when we receive a lot of inquiries.
FAQ
Settings & Security
Will my emails or inquiries always be answered?
I cannot access the website due to a temporary error that appears on the screen.
It may be a temporary problem. Try it again after a while. If the problem continues, please contact us.
How can I reset my location/language?
Yes, you can reset your location/language through the welcome pop-up window and the menu in the top right corner.
Products
What are the ingredients in your product?
You can find the information on product description page.
How come we cannot buy some products that are already issued in Korea?
Please kindly understand even there are some products available in Korea, product issue schedule can be different among regions due to their own export, custom policy and shipping schedule.
How can I find the products I am looking for in the website?
You can find the product by searching keyword or by navigating category of product.
If you're not sure which products suits you best, check out inni skin finder page.
Online Store
How do I track my parcel status?
- When your order is processed, you will be sent an order dispatch confirmation by e-mail.
- In this e-mail, you will find a tracking number.
- By clicking on the link to the website in this e-mail, and entering the parcel number, you will be able to track your parcel.
How do I track my order status?
Once your order has been confirmed, you will be sent an order confirmation summary by e-mail. This contains the following information:
- Order number
- Order date
- List of items ordered
- Total amount of the order
If you do not receive this confirmation e-mail, (and you've checked your spam), it may be that your order has not been acknowledged. To check your order status, please contact us: by e-mail cs_my@innisfree.com
How do I place an order?
Welcome to innisfree Malaysia Online Mall. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the steps below:
Step 1: Register 1 or log in your account / check out as guest
Step 2: To add items to your cart, click on 'Add to Bag' with your desired quantity.
Step 3: To review your items, click on the 'Bag' icon located at the upper right corner of the page.
Step 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.
Step 5: Click on ‘Checkout’ and your order summary will appear for your review.
Step 6: Fill in your Personal Details, Shipping Address, then select your preferred Shipping Method and Payment Option, then click on ‘Continue’ to proceed with the payment.
Step 7: You will receive a confirmation email shortly after you have successfully placed your order.
How can I obtain more advice or product information?
You may visit the "Product Page" section, or contact innisfree customer services at cs_my@innisfree.com with your questions.
About Membership Details
Sorry to be informed that all online purchase is not entitled for innisfree membership point accumulation. Please contact us: by e-mail if you wants to know about your membership entitlement or details (cs_my@innisfree.com)
My innisfree Rewards (Account Registration & Sign In)
Why I hold the My innisfree Rewards card ?
My innisfree Rewards Card must be presented for both point accumulation and point redemption for customer verification purpose.
Under any circumstances where the ‘My innisfree Rewards’ card is lost, damaged or stolen, a replacement fee of RM30 will be imposed for card reissuing.
Update your Profile
Upon registered, you are able to check your purchase history and manage your account accordingly. You can change your account information at any time, as well as to check your latest point summary under “My Account”. *Your birthday date can be changed only once.
I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?". You will be asked for your login email address and a new password will be emailed to you shortly.
How do I delete my account?
You can cancel your account via online or in store.
Account Sign In
If you sign up for My innisfree Rewards at our innisfree stores but you already have an online account earlier, then you can continue to use the original password to sign in to your personal account. However if you sign up for My innisfree Rewards in store and do not have an online account, then you will need to create your personal account using the registered email address.
Membership
What is “My innisfree Rewards”?
“My innisfree Rewards” is innisfree’s upgraded membership programme, which offers benefits like points, special kits, promotions & etc. to innisfree members.
Customers can join as a member with any purchase in store.
What are the other members’ benefits besides of membership points?
All of the innisfree members are entitled for a Welcome Kit upon registration.
All innisfree members are entitled for a Birthday Voucher on their birthday month every year.
VIP members are entitled to receive a VIP Voucher (worth RM50 with no purchase required) once a year.
May I know if my membership points will expire?
All accumulated membership points will be forfeited if your membership account is inactive for 12 months.
May I know how to accumulate or redeem my membership points?
Members will receive membership points with purchase of normal priced items only.
Welcome Member (100% of purchase amount, e.g. Spend RM100 and receive 100 points)
Premium Member (150% of purchase amount, e.g. Spend RM100 and received 150 points)
VIP Members (200% of purchase amount, e.g. Spend RM100 and received 200 points)
Premium and VIP Members are entitled for ‘Double Points’ on the first transaction in the month July & December.
Every 50 membership points is equivalent to RM1.
*Membership points accumulation is not applicable for discounted / promotional items.
*Membership points are not transferable nor exchangeable for cash
Welcome Member (100% of purchase amount, e.g. Spend RM100 and receive 100 points)
Premium Member (150% of purchase amount, e.g. Spend RM100 and received 150 points)
VIP Members (200% of purchase amount, e.g. Spend RM100 and received 200 points)
Premium and VIP Members are entitled for ‘Double Points’ on the first transaction in the month July & December.
Every 50 membership points is equivalent to RM1.
*Membership points accumulation is not applicable for discounted / promotional items.
*Membership points are not transferable nor exchangeable for cash
How do I become a VIP member?
Member with a total purchase of RM600 & above within 12 months will automatically be upgraded to a 12-month VIP membership, starting on the first day of the following month.
How do I become a Premium member?
Member with a total purchase of RM300 & above within 12 months will automatically be upgraded to a 12-month Premium membership, starting on the first day of the following month.