Customer Service
Contact Us

 

FREQUENTLY ASKED QUESTIONS

Select a topic below.

1FIND M·A·C PRODUCTS

Go to our Find Stores at the bottom left of the home page to locate M·A·C Cosmetics near you.

2Careers As a M.A.C Artist

I want to be a M·A·C makeup artist! How do I get started?

Thank you for your interest in M·A·C. We are always in search of bright, energetic individuals to represent us. Unfortunately, we do not have an employment section in our Web site at this time.

If you are interested to join us as a Makeup Artist at M·A·C, please email your resume to info@maccosmetics.com.my or you may contact our HR department at 03-2092 6000. Applicant must be a Malaysian citizen. Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at M·A·C Cosmetics Malaysia Online.

3Bridal or Private Appointments

M·A·C Cosmetics offers makeup consultations at all our M·A·C counter locations. Consultations offer you the opportunity to work with our professionally-trained M·A·C Artists. Enter your location in the bottom left Store Finder to find a M·A·C counter near you

4Recycling with Back to M·A·C

Because we share your commitment to the environment, M·A·C accepts returns of its primary packaging through the Back to M·A·C Program. By returning six [6] M·A·C primary packaging containers to a M·A·C counter, you will receive a free M·A·C Lipstick of your choice as our thanks to you. Since 100% of the retail selling price of Viva Glam Lipsticks is provided to organizations that help people living with HIV/AIDS, these colours are excluded from this program.

In countries where it is permissible, the returned packaging is forwarded to appropriate waste management centres to recycle/reuse through energy recovery. M·A·C will continue to explore alternative means of waste disposal in all markets.

Most primary packaging of M·A·C products is accepted as Back to M·A·C "currency." M·A·C does not accept the following as a part of the program:

1. Secondary packaging of any sort [paper box, plastic/cellophane wrapper, shopping bags, etc.]

2. Samples [sample containers, special/trial size products for promotional/seasonal kits]

3. Cosmetic applicators/tools [disposables, puffs, sponges, scissors, spatulas, swabs, sharpeners, tweezers, curlers]

4. Accessories [bags, belts, makeup cases, lashes, Blot Film].

In addition to our "Back to M·A·C Program," M·A·C uses minimal packaging and recycled paper to paperboard packaging in our offices, manufacturing and distribution facilities. Vegetable-based inks are used for printing whenever possible. At M·A·C we share your concerns about the environment and we are continually looking for ways to address those concerns while providing our customers with complete product satisfaction and safety.

5Discontinued Products

We apologise for discontinuing your favourite M·A·C Cosmetics product - before doing so we take into account many important factors:

1. Another similar product has been developed which we feel provides better performance.

2. One of the ingredients used in the manufacturing process has been discontinued by the supplier, and we have been unable to find a suitable alternate.

3. Customer preferences, purchasing patterns.

6Order Status

If you have a M·A·C Cosmetics Online Account, you can check the status of your most recent orders by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your M·A·C Cosmetics Online orders.

For questions regarding the status of your order, you may contact our customer service representatives at 1-800-222-009 or by email. Please include your order number with all enquiries.

7Shipping Information

 

DELIVERY OPTIONS & CHARGES


Due to the Christmas Holidays, there will be changes on the shipping timetable.

Orders submission cut off 22nd December 12noon

All delivery will be back to standard schedule on 27th December 2016

M·A·C Cosmetics Malaysia Online orders are shipped and delivered on Monday to Saturday, excluding major public holidays. All orders are subject to authorization, only authorized orders will be processed and shipped.

Below are the shipping service options and delivery times available for your M·A·C Cosmetics Malaysia Online package. Please select the option that best suits your delivery needs during Checkout.

Standard Delivery Option · Most orders shipped via Standard Service are processed and shipped in 1 - 2 business days, depending on product availability. · Most orders shipped via Standard Service are delivered within 3 - 5 business days (West Malaysia) and 3 -7 business days (East Malaysia) from the order's ship date. · Orders cannot be shipped to P.O. Box addresses. · Shipping charge of RM12 will be applied to Standard Delivery Option to West Malaysia. · Shipping charge of RM20 will be applied to Standard Delivery Option to East Malaysia.

Same Day Delivery Option · Only available for Kuala Lumpur and Petaling Jaya. Orders must be placed by 12.00PM on same business day. · Most orders shipped via Same Day Delivery and placed by 12:00 PM on same business day will be processed and ship the same day, depending on product availability. · Same Day Delivery orders placed after 12:00PM will be processed and shipped the next business day. · Orders cannot be shipped to P.O. Box addresses. · Shipping charge of RM50 will be applied to Same Day Delivery option · The free delivery for purchase RM250 and above is not applicable for this delivery option

Named Day Delivery Option · Delivery on a date of your choice, subject to availability and excluding Sundays and national holidays. For regional holidays, your order will be delivered on the next working day. · Orders cannot be shipped to P.O. Box addresses. · Shipping charge of RM12 will be applied to Standard Delivery Option to West Malaysia. · Shipping charge of RM20 will be applied to Standard Delivery Option to East Malaysia.

Shipments to Other Countries We are sorry M·A·C Cosmetics Malaysia Online only delivers within Malaysia.

Please note: · All orders require a signature upon delivery. If you are not there to sign for your order, we will delivery for second attempt. · If both deliveries failed (1st and 2nd attempt), the order will be cancelled. · M·A·C Cosmetics Malaysia Online ships all orders from Selangor. Delivery lead times will be based on location. Delivery areas further away from Klang Valley (Kuala Lumpur/ Petaling Jaya) and rural addresses will result in longer lead times.

DELIVERY RULES AND RESTRICTIONS


All orders received will be dispatched the next business day for standard delivery. (Depending on stock availability and/or order confirmation).

Orders are processed and shipped on business days only (Monday through Friday, excluding national / states holidays).

All orders require a signature upon delivery. If you are not there to sign for your order, we will delivery on the next day. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order at the address.

To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please check that all shipping information is correct.

DELIVERIES TO INTERNATIONAL ADDRESSES


We're sorry M·A·C Online only delivers online orders within Malaysia.

 

8Returns

Returns and Exchanges

We hope that you are delighted with your order. If for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days from delivery and you tell us within 7 working days from delivery that you intend to return the item.

We do not accept any exchange of product. If you wish to return an item purchased through MACCosmetics.com.my, please follow the steps below.

STEP 1. - Notifying Us Of Your Intention To Return Or Cancel Your Order

Notifying us you wish to return any goods within 7 working days after delivery can be done by calling Customer Service on 1-800-222-009 with your order details. Customer service will make an appointment with you to pick up the products.

STEP 2. - Completing The Necessary Documentation

Please fill up the "Consumer Reaction Form" (if you want to return due to allergy reaction) or "Consumer Product Quality Return Form" (for other return reason) and place it inside the return package.

STEP 3. - Returning The Product

Shipping company will collect the products from you at the arranged time. Please ensure the form (Consumer Reaction Form or Consumer Product Quality Return Form) is inside the return package upon collection.

STEP 4. - Processing The Refund

If you are entitled to a refund, we will process the calculated refund within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition. You will receive email notification of your refund from our us.

There is no return shipping fees. In the case of damaged items, please contact us immediately for assistance. Additional information can be found in the section - Damaged Items. Refunds will only be made against the original credit/debit card used. • Returns are processed within 3-5 business days of receipt. • An email will be sent to confirm the receipt and processing of your return request.

Please note: Only products purchased on M.A.C Cosmetics Malaysia Online may be returned for refund or exchange. Products purchased at MACCosmetics.com.my are not accepted for return at M·A·C Retail Stores or department store locations.

If you have questions about returns, please contact us by phone at 1-800-222-009 or via email at support@cs.maccosmetics.com.my

Damaged Items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-800-222-009.

Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

If you purchased your item at a store, please understand that each store has its own return policy. We're sorry, but returns for purchases made in a M·A·C store or partnered retail location may not be returned to M·A·C Cosmetics Malaysia Online.