Service Terms & Shipping Policies



  • Standard RM10 shipping fee across west Malaysia and RM20 shipping fee across east Malaysia 
  • Once your order is placed, you will receive an email confirming your order. If you do not receive this within 24 hours, please contact us at
  • After the order is shipped, you will receive an email confirming the shipment together with a tracking number.



  • At present, we only accept payment via online banking & e-wallet. Other payment modes including personal cheque, cash on delivery, and money orders are not available.
  • Refunds and cancellations are only allowed base on strict criteria as below: 
    1. Good/product damage upon arrival
    2. Order alteration before the order is processed
    3. System/man error from KOSE Malaysia



  • Your order will only be shipped after the payment is received.
  • Orders can only be shipped within Malaysia only and cannot be shipped to P.O. Box addresses.
  • Orders are shipped and delivered on working days only (Monday till Friday – excluding public holidays) via Standard Delivery, with estimated time of arrival within 14 working days from confirmed payment date.
    * The shipping period provided is an estimate and subject to change. Please expect some delays in delivery due to Movement Control Order. We apologize for any inconvenience caused.
  • A signature is required upon receiving your order. Kindly appoint someone if you are not available to do so.
  • In the event of non-delivery, you may:
    - Check if someone else at your address has accepted it.
    - Check for the attempted delivery notice.
    - Check with the shipping company using your tracking number.



  • Orders will be processed immediately after payment received. Once confirmed, you will not be able to cancel or modify your order.
  • However, you may be able to change your order in these circumstances:
    - Product(s) not available.
    - Unable to ship to address provided.
    - Difficulty in processing payment information, eg: unable to receive payment confirmation.



At KOSE, we strive to create a pleasant online shopping experience when you shop on 

  • All products sold on are non-returnable, non-refundable or exchangeable unless the product is damaged/defective at the point of receiving or wrong items received.
  • In the event of damaged/defective goods or wrong items received, kindly request a refund by emailing us: This must be done within 3 business days upon receiving your order. 

  • Once the request is approved, you may proceed to return the Item (s) in their original condition together with the original invoice within 14 days from the date of receiving the parcel.
  • All item (s) must be unopened and in original packaging, with all accessories and leaflets.
  • If your order contained Gift with Purchase (GWP), the GWP must also be returned in unopened and original condition. If the GWP is not returned with the original product, we regret to inform that your refund will not be processed.
  • If a Gift Set is being returned, all products in the Set must be returned.
  • Customer will bear the return shipping charges which is non-refundable. KOSE Malaysia is not responsible for returned packages lost during transit.
  • Processing time for refund is usually 14 business days from the time the return package is received. An email will be sent to confirm receipt (and to confirm all items returned are in good condition) and processing of your return.
  • Returns and exchanges for purchases made through will not be accepted at any KOSE counters, EC platforms (Lazada, Shopee, Hermo) or any unauthorised channels, and vice versa. Please refer to the respective channels' terms and conditions for further information.
  • The refund will be in the form of e-voucher (promo code) to be spent on 
  • For KOSE members, reward points accumulated will be deducted according to the amount refunded respectively.
  • If you have any questions on our return & refund policy, please contact our Customer Service team at and it would be our pleasure to assist you.
  • KOSE Malaysia Sdn Bhd reserves the right of final decision for the refund confirmation and approval.
  • KOSE Malaysia Sdn Bhd reserves the right to amend the refund policy, terms and conditions in whole or part, at any time, without prior notice.



    • All products sold at is entitled for Snowy points (member only) except for warehouse sales.


    Contact us
    KOSE Malaysia
    (KOSÉ Malaysia Sdn Bhd Reg. no12808-A)
    Call: +603 7732 3811
    Address: Unit 7-01, Level 7, Nucleus Tower, No.10, Jalan PJU 7/6, Mutiara Damansara, 47800 Petaling Jaya, Selangor