Frequently Asked Questions(FAQ)

Select the product you wish to purchase, choose your preferred quantity, add it to your cart, review your order, then proceed to checkout. You may complete your purchase by logging into your account, creating a new account, or checking out as a guest.

Orders placed on https://mentholatum.com.my/ are accepted for delivery within Peninsular Malaysia, Sabah and Sarawak only.

Your order will be processed after full payment and any applicable charges have been successfully received and verified. Once your order is confirmed, you should receive an order confirmation through the contact details provided during checkout.

Yes. Mentholatum Malaysia may reject, refuse, cancel or decline to process an order at its discretion, including where products are unavailable, payment cannot be verified, information provided is inaccurate or incomplete, pricing or technical errors occur, or suspected fraud or unlawful activity is detected.

You may request to cancel your order before the goods are prepared, dispatched or handed over to the appointed logistics provider. Cancellation is subject to Mentholatum Malaysia's approval and may be subject to administrative, cancellation, processing or other applicable charges.

No. Once the goods have been prepared, dispatched, handed over to the appointed logistics provider, or the order has been completed, the order is no longer eligible for cancellation by the customer.

Please contact Mentholatum Malaysia through the Contact Us form with your order details.

Available payment methods may include credit card, debit card, online banking via FPX, bank transfer where applicable, and selected e-wallets such as Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, MAE and other payment methods made available from time to time.

All payments on the website are made in Malaysian Ringgit.

Orders will only be processed or confirmed after full payment of the purchase price and any other applicable charges has been successfully made, received and verified.

Product prices are displayed on the website and may exclude SST, duties, delivery charges, handling fees or other applicable charges. Any additional charges will be shown during checkout. Mentholatum Malaysia may update prices at any time and may correct typographical, clerical or pricing errors displayed on the website.

Delivery will be made to the delivery address provided during checkout. Mentholatum Malaysia may appoint third-party courier, logistics or service providers to deliver orders.

Any delivery date or timeframe shown is an estimate only and is not guaranteed. Delivery may be delayed due to reasons beyond Mentholatum Malaysia's reasonable control.

If the goods are not delivered within fourteen (14) working days from the order date, Mentholatum Malaysia may notify you of a revised delivery timeframe.

You may be eligible for re-delivery if the goods were delivered to an address other than the delivery address stated in your order, or if delivery failed for reasons not caused by your negligence, default, act or omission. You must notify Mentholatum Malaysia of non-delivery within fourteen (14) days from the date you are notified that delivery has been completed.

If non-delivery is caused by incorrect delivery details, typographical errors or other issues attributable to you, you will not be entitled to re-delivery.

Please submit your claim within seven (7) days from the date you receive the goods. Provide clear coloured photos and videos showing the issue, together with relevant supporting evidence, through your account, email, customer service channel or another channel made available by Mentholatum Malaysia.

Goods may be eligible for exchange or refund only if the issue was not caused by your mishandling, negligence, default, act or omission, and the goods are defective, damaged upon receipt, incorrect, not in conformity with your order, expired upon receipt, or subject to a product recall or safety issue identified by Mentholatum Malaysia or the relevant authority.

Exchange will be the first option, subject to product availability. If exchange is unavailable, not possible or not reasonably practicable, Mentholatum Malaysia may provide a refund.

Mentholatum Malaysia will review, inspect and verify your claim based on the evidence provided within fourteen (14) days from the date of submission. If the goods must be returned for further inspection, you must return them within seven (7) days from the date of notification. After receiving the returned goods, Mentholatum Malaysia will inspect and verify them within fourteen (14) days.

If your exchange is approved, the replacement goods will be delivered within fourteen (14) working days from the date Mentholatum Malaysia confirms your eligibility for exchange.

Approved refunds will be made through the original payment method used for the purchase, without interest, and less any applicable administrative, cancellation, processing or other charges where applicable. Estimated refund timelines are seven (7) to twenty-one (21) working days for credit or debit cards, seven (7) working days for online banking via FPX, and one (1) to three (3) days for e-wallets, subject to the relevant payment service provider, bank or e-wallet provider.

Returned goods must be in substantially the same condition and quality as when delivered, with original packaging, labels, receipts, proof of purchase and any accompanying accessories, documents or items originally included where applicable. Goods must be properly packed using suitable packaging and shipped using a return method, prepaid shipping label or trackable delivery service approved by Mentholatum Malaysia.

If you use your own trackable delivery service in accordance with Mentholatum Malaysia's instructions, Mentholatum Malaysia will reimburse the shipping cost provided you submit valid proof of payment and supporting documents showing the shipping cost.

Exchanges or refunds will not be allowed where the issue is caused by your mishandling, negligence, default, act or omission; where the claim is suspected to be fraudulent, abusive or not genuine; where goods have been opened, used, applied, altered or damaged by you; where packaging, labels or accompanying items are missing; where dissatisfaction is based on personal expectations, preferences or anticipated results; where damage is caused by improper use, handling, storage or failure to follow instructions; or where the order is cancelled after preparation, dispatch, handover to the logistics provider or completion.

Mentholatum Malaysia will notify you if your claim is rejected. If the goods need to be re-delivered to you, the re-delivery shipping cost will be borne by you and must be paid within fourteen (14) days from notification. If payment is not made within that period, Mentholatum Malaysia may dispose of the goods at its discretion.

No. You may purchase goods by logging into an existing account, creating a new account, or checking out as a guest by providing the required information to complete your purchase.

An account may allow you to access certain features on the website, such as placing orders, managing account details, viewing purchase history and participating in Mentholatum Malaysia's loyalty programme where applicable.

Please ensure that all information provided during registration and checkout is accurate, complete and up to date. You are responsible for updating or confirming your details whenever required by Mentholatum Malaysia for order processing, payment or delivery.

Please log in to your account and refer to the membership or loyalty section on the website, where available. For further assistance, contact Mentholatum Malaysia through the Contact Us form.

You may refer to the product page for product descriptions, usage instructions and other available product information. Drop us message via Contact Us Form if you want to understand more.

Individual results may vary depending on personal factors such as skin type, skin condition, usage and application. Mentholatum Malaysia does not guarantee that a product will achieve a specific result, outcome or effect for every customer.

No. Products sold on the website are not intended to diagnose, treat, cure or prevent any medical condition. Please seek professional advice where necessary.