Email

: customer@gembira.com.my

 

|

 

Call / WhatsApp

: +6017 756 9880

HELP

 

Products 

Q Why can you sell genuine beauty products at low prices?

A Low operating costs enable us to sell genuine beauty products much cheaper than brick and mortar shops.

We sell our products and services via e-commerce platform, meaning we could save big on expensive rental. Hidden costs of retail shelf spaces in the market, on the other hand, will increase the costs of beauty products.

So, let's shop with us now because we save you money and you'll live better!


 

Q Are all your products genuine?

A We assure you that we do not sell any imitation product on our site. You may wish to verify the authenticity of a beauty product with the manufacturer or visit its cosmetic counter for verification.


 

Q Are all your products new?

A Yes, batch code can be found printed on each product. It identifies and states the manufactured date. Expiry date of a beauty product is normally 3 years from the manufactured date.


 

Q Why the price of a product has increased from the last time I ordered?

A At Gembira, we strive to keep our product prices low and constant. However, due to our promotional events, we may adjust the selling prices without prior notice.

Please rest assured that our new promotions will be given continuously to ensure that you can get “much more affordable” beauty products from us!


 

Q I developed allergy from a beauty product. Can I request for refund?

A We are sorry to hear that you developed allergy from a product. Depending on the skin condition, different individuals may get different results in using a same product. Hence, we seek your kind understanding on no refund will be accepted after a product has been used. And, we strongly suggest you to stop using the particular product immediately and contact our Customer Experience Agent for further skin guidance.

Nonetheless, we will glad to exchange other new product for you. Please refer to our Returns & Exchanges policy for more information.


 

Q The product is not as effective as I thought. Can I request for refund after using it?

A We regret to inform you that no return will be accepted once a product has been opened or used.


 

Q The product’s shelf life is shorter than I expected. Can I request for return and refund?

A Many beauty products have a shelf life of 3 years from the manufacturing date, and are not considered unusable until past the expiry date. So, we will not accept any return request for this reason.

At Gembira, we completely understand your concern on expiring products. We strive not to send you any product with expiry date less than 6 months. So, why should you worry about shopping with us?


 

Q The product is damaged when delivery. Can I return and get a refund?

A Sure, we will be liable to refund if the product is damaged when delivery. And, we will bear your return shipping cost too. What a free-risk e-commerce site!

 

Orders

Q How do I know if my order has been processed?

A You will receive an “Order Confirmation” email together with your order number. This means your order has been successfully received by us and we shall proceed to delivery very soon!


 

Q How do I place an order?

A Orders are placed via our website. Should you face any difficulty in placing an order online, please feel free to call our friendly Customer Experience Agent for guidance. We would be most happy to guide you to start shopping with us via phone call.

Please feel free to contact our Customer Experience Agent on +6017 756 9880, Monday to Friday, 9am to 6pm. Or simply email us at customer@gembira.com.my for inquiry.


 

Q Can I change my delivery address, or cancel my order, after the order is confirmed?

A If you have discovered any error or changed your mind after placing an order, you may still contact our Customer Experience Agent for amendment or cancellation. However, if your order has been shipped, your request to change or cancel may not be able to process immediately by us. Please contact us and we will provide you with our further assistance.

 

Delivery

Q How long does your delivery take?

A We aim to deliver the item to you within 3 business days from the date we receive your payment. For item which we need to order from the supplier, the delivery lead time ranges from 7 to 14 business days.

Delivery is made during normal business hours. Do look out for them!


 

Q What will happen if I miss my delivery?

A We will contact you to arrange for a re-delivery schedule. To avoid any inconvenience, you may wish to assign someone to collect the parcel on behalf of you when a re-delivery schedule is confirmed.

Or you may direct contact our Customer Experience Agent for receiving of parcel at your convenience.


 

Q Do you ship internationally?

A Delivery is provided within Malaysia and Singapore only.


 

Q Do you offer free delivery?

A Gembira is providing FREE delivery!

Within Malaysia (including Sabah and Sarawak), shipping will be free for all orders above RM 99. For orders below RM 99, a flat charge of RM 6.90 will be applied for fast deliveries.

For deliveries to Singapore, shipping will be free for all orders above RM 199. For orders below RM 199, a flat charge of RM 29.90 will be applied for fast deliveries.


 

Q I have not received my order yet. What should I do?

A We aim to deliver your order to you as quick as possible. No worries, if your order has yet arrived after 3 business days you received the tracking number, please allow us 5 to 10 business days to arrange for re-delivery.

Please feel free to contact our Customer Experience Agent on +6017 756 9880, Monday to Friday, 9am to 6pm. Or simply email us at customer@gembira.com.my for inquiry. We will be glad to assist you to get your order as quick as possible. 


 

Q How do I track my order?

A Once your order has been picked up by our carrier, the tracking number will be available, and we will send it to you via email. You are able to use the tracking number to trace your order via our carrier website indicating in the email.

 

General Enquiries

Q I have received an incorrect/expired/defective/missing item in my order? What should I do?

A We are very sorry for any inconvenience caused. Trust us we are capable to sort out the problem for you as quick as we can! Please feel free to contact our Customer Experience Agent on +6017 756 9880, Monday to Friday, 9am to 6pm. Or simply email us at customer@gembira.com.my for inquiry.

We need the following details from you: 

1) Order number; and

2) Information of the product itself or product picture if applicable.

 

Customer Service

Unable to find your answer from our FAQ list?

Please feel free to contact our Customer Experience Agent on +6017 756 9880 (Call / SMS / WhatsApp), Monday to Friday, 9am to 6pm. You can also email us at customer@gembira.com.my for inquiry.

 

Privacy Policy

Gembira Privacy Statement.

At Gembira, we understand how important privacy is to you. We will not disclose any of your personal information without your express consent. And, we will only collect and use your personal information as outlined in our Privacy Policy.

Please refer to our Privacy Policy for more information.