PRODUCT

Q: What are the ingredients inside YOUR PRODUCTS?

A: Our products are produced with MOH-approved ingredients which includes Vitamin E & Olive Oil.

Q: I have sensitive SKIN. Are your products safe for me to use?

A: As with any skin care & cosmetics regime, we would recommend to always do a test-patch first to see if your skin is allergic to any of the ingredients. Everyone’s skin is different, so the result can vary from person to person. 

Q: Is your product Halal? Is it wudHU' friendly?

A: Rest assured, our manufacturer has GMP status audited by Ministry of Health (MOH) and we are currently in the process of securing Halal certification for most of our products. It is wuduk-friendly. That is the reason why we made our product to be easily applied and removed.

Q: Do you test on animals?

A: No. We love our furry friends as much as we love our Gincu that is why we made it cruelty-free!

Q: How do I remove YOUR PRODUCT?

A: To remove our lip products, just use wet-wipes. It’s as easy as that! For face products, it is advisable for you to use makeup remover. As for Kilat, they are peelable! Just apply a slightly thicker layer to ease the removal.

Q: Is the color in the picture the same as actual?

A: Actual color applied may vary slightly depending on skin tone, lip tone and lighting. 

Q: Where is SO.LEK manufactured in?

A: We are locally made, right in Malaysia! Malaysia Boleh!

GENERAL & ORDER ISSUES

Q: I'm scared to shop online! Is it safe?

A: We don’t know about other websites.. but you can trust us and shop here safely!

Q: How do I purchase SO.LEK’s products?

A: To purchase SO.LEK’s product:

  1. Go to solekcosmetics.com
  2. Click on ‘SHOP’
  3. Choose the product that you would like to purchase
  4. Click on ‘ADD TO CART’
  5. Continue to shop
  6. Or if you are done, click on the cart image on the top right of the page
  7. Click on ‘CHECK OUT’
  8. Fill in the ‘BILLING DETAILS’
  9. Choose your method of payment : via Bank Transfer, Senang Pay or PayPal
  10. Click on ‘PLACE ORDER’

OR you can always go to our offline locations! More information can be found on our website’s Find Us or Instagram. Our showroom is also open by appointments!

Q: Can I change or cancel my order after purchasing it?

A: No, your order will be processed immediately after you have placed your order so choose wisely!

Q: Can I change my shipping address?

A: Unfortunately no, once you have placed the order, you won’t be able to change your shipping address.

PAYMENT

Q: WHAT CAN I DO IF MY PAYMENT IS DECLINED?

A: Check that your billing details match what you have entered into our system. That may be the problem but if it is not the case, you can always use Direct Bank Transfer.

Q: What are the payment methods?

A: We offer THREE types of payment method:

  1. Direct Bank Transfer (Once you have placed your order, you can either make payment via your online banking or via CDM. You then have to email us the proof of payment before we proceed with your order).
  2. senangPay (senangPay is an Online Payment Gateway that accepts payments for online transaction, through credit/debit card or Internet Banking (FPX).
  3. PayPal (PayPal supports worldwide online payments. Once you have signed up, link your credit/debit card to your PayPal account to make payments).

Q: WhAT IS THE CURRENCY I CAN SHOP IN?

A:Aside from Malaysian Ringgit (MYR), we also accept United States Dollar (USD) for our International #GincuGang!

Q: Do you do Cash On Delivery?

A: We’re sorry but all transactions are online for now.

SHIPPING

Q: How long does it take for my items to arrive?

A: Items will be shipped out every Tuesdays and Fridays. Orders usually arrive the next day, however please allow up to 5-working days for your order to arrive. Process and delivery of orders may be slightly delayed during promotions and offers.

Q: Do you do international shipping?

A: Yes! But do note that it will take a longer time for your items to arrive.

REFUNDS & EXCHANGES

Q: I BOUGHT SO.LEK AT GUARDIAN? CAN I RETURN THEM?

A: We have a strict return policy and due to hygienic reasons, we do not accept returns. Sorry!

Q: I’ve purchased the wrong shade! Can I change?

A: We’re sorry but all sales are final.

Q: My item is damaged / I’ve received the wrong item! Help?

A: Kindly email us at [email protected] with the picture of your damaged item as well as your details and receipts. We will contact you within 48 hours after receiving your email.

TECHNICAL

Q: DO YOU HAVE A PHONE NUMBER I CAN CONTACT?

A: Of course, you can give us a call at +603-77333047 or Whatsapp us at +6018-2039773. You can also drop us an email at [email protected] or hit us up on Twitter (@solekcosmetics) for complaints and enquiries. 

Q: I HAVE OTHER QUESTIONS BUT IT'S NOT HERE. WHO SHOULD I CONTACT?

A: You can contact us at [email protected] We will respond within 48 hours. For fast response, do tweet us at @solekcosmetics.

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