Help Center

Pharmacist support

At TEN Skin Lab, every product question is answered by a real registered pharmacist — not a bot, not a generic FAQ. Whether you're starting a new skincare routine, layering active ingredients, or worried about a reaction, you can:

We aim to reply within 1 business hour during 9am–6pm MYT, Monday to Saturday.

100% Genuine products

We are an authorised retailer for Medik8, SkinCeuticals, Heliocare, Eucerin, Sesderma, and other premium skincare brands. Every product on our shelves is:

  • Sourced direct from brand HQ or their authorised Malaysia distributor — never from grey markets, parallel imports, or third-party resellers
  • Batch-traceable — we keep records of which shipment every unit came from, and can verify with the brand if needed
  • Stored properly — humidity-controlled, away from direct sunlight, with active formulas (Vitamin C, retinols, peptides) refrigerated where the brand recommends it

If you ever doubt the authenticity of something you bought from us, contact our pharmacist team and we'll provide proof of origin within 24 hours.

Malaysia delivery

We ship across all of Malaysia.

Destination Free shipping threshold Standard rate
West Malaysia (Peninsular) Orders ≥ RM200 RM10
East Malaysia (Sabah, Sarawak) Orders ≥ RM300 RM18

Delivery time: Most orders ship within 24 hours. West Malaysia delivery typically takes 1–3 business days. East Malaysia delivery typically takes 3–5 business days.

Cold-chain shipping: From May to October, heat-sensitive products (Vitamin C serums, peptides, refrigeration-required actives) ship with insulated packaging at no extra cost. Look for the "cold-chain" badge on product pages.

We work with FedEx, DHL, and GDex for nationwide delivery.

Returns & refunds

Not happy with your purchase? You have 14 days from delivery to return any unopened, sealed product for a full refund.

How it works:

  1. WhatsApp or email us with your order number and reason for return
  2. We'll send you a return shipping label
  3. Drop the package at any pickup point
  4. Refund hits your original payment method within 5–7 business days of us receiving the return

What we can't accept:

  • Opened or used products (for hygiene/safety)
  • Items without original packaging
  • Returns initiated after 14 days from delivery

Damaged in transit? Contact us within 48 hours of delivery with photos and we'll send a replacement immediately, no return needed.