FAQs
Product Related Questions
Q: What is the recommended way of storing the products?
A: General skincare products should avoid direct sunlight and be stored in a room temperature environment of 15-20°C. We recommend keeping them in a slightly cooler temperature for storage. Please ensure the cap is tightly sealed after use.
Q: How long should the product be used after opening?
A: Once the product is opened, please use it as soon as possible.
Q: Are the products certified by any local authorities?
A: Yes, you can visit https://www.npra.gov.my/index.php/my/consumers-2/maklumat/carian-produk-berdaftar-bernotifikasi.html, select "cosmetic," and enter the brand name "GINZA SNOVA" for further information.
Shipping Information & Fees
Q: What shipping methods do you provide?
A: Ninjavan
Q: Where do you ship your products?
A: KL Malaysia
Q: What are the shipping fees for West Malaysia and East Malaysia?
A: We offer free shipping for orders over RM200; if less than RM200, the shipping fee for West Malaysia is RM8 and RM12 for East Malaysia.
Q: How many working days does it take for an order to be shipped and delivered to West Malaysia, East Malaysia, or Singapore?
A: West Malaysia 5-7 working days, East Malaysia 7-10 working days.
Payment Information
Q: What payment methods do you offer?
A: Credit card payment, FPX (Online Transfer), Cash On Delivery (NINJAVAN, only available for selected areas), ATM transfer.
Order Updates
Q: Can I cancel an order?
A: Once an order is placed, it will be directly sent to our warehouse system, order cancellation will therefore not be available.
Q: Can I change my shipping address?
A: It depends on your order's status, please contact customer service for assistance as soon as possible.
Return Policy
Q: What are your refund and return policies?
A: https://snova.myshopline.com/policies/refund-policy
Q: Can I return the product if it becomes spoiled?
A: If the product has not been opened before and you find it spoiled upon opening, you can request a replacement.
Q: How can I return/exchange the product?
A: If you need to return or exchange a product, we kindly request you to assist in sending the item back to us.
Package Information
Q: My package tracking shows it has been delivered, but I haven't received it. What should I do?
A: Please contact customer service for assistance.
Q: What should I do if my package is lost/ incomplete?
A: Please contact customer service for assistance.
Q: What should I do if my package is missing/ stolen?
A: Please contact customer service for assistance.
Q: How do I receive my order number and order notification?
A: You will receive an email notification after placing an order.
Q: Do you offer any installment payment options?
A: No.