Frequently Asked Questions
1. Are your products authentic?
We do not support the fake and counterfeit products. We only stock genuine and authentic items, sourced directly from respective brands and suppliers. Rest assured, the items sold on our website is 100% genuine. If you have any questions please do not hesitate to contact us.
2. My skin is not reacting well with the products purchased.
Oh no! We are sorry to hear about this. Please drop us a friendly message on our Instagram direct message or Whatsapp, we'll be happy to assist you.
3. How long to see results of skincare?
Results varies for each person. Generally if you have a good skincare routine, you could see results even within a week of using. Otherwise, expect good results to show after a month or more.
4. How to get best results from The Ordinary skincare?
We advise to include exfoliator, toner, serum, moisturiser, facial oil and clay mask (if necessary) to achieve best results and glowy skin. And this of course should be suited and selected according to your skin type.
For further assistance you can send us a direct message on Instagram!
Orders & Payment
1. What are your payment methods?
We accept direct online payments hosted by Molpay.
Manual payments by transfer to Maybank (PUFF77 TRADING 557063622921).
2. How long do I have to pay after placing an order?
We advise to pay in within 48 hours. Unpaid orders will be automatically cancelled.
3. How do i notify you regarding payment?
Please notify us your name and order number (#XXXX) to @puff.studio via Instagram direct message.
We will process your orders shortly!
Shipping & Returns
1. How much are your postage fees?
West Malaysia Standard Delivery - RM 8
East Malaysia Standard Delivery - RM 11
2. How long does delivery take?
We are shipping from Penang. Your items are usually delivered to your doorsteps from 3 days onwards (exclude weekends and public holidays).
3. I received wrong / damaged / defective item. What should I do?
If by any means the item received is incorrect or damaged, we are happy to exchange the items for you. Please notify us immediately at firstname.lastname@example.org and we will assist you in 24 hours.
- Contact us within 48 hours upon receiving a damage/defective/incorrect item.
- Items must be entitled to 14 working days return policy. So please make the returns within 14 working days from date of purchase to:
Puff 77 Trading. 168-19-2, The Regency, Persiaran Gurney 10250 Penang. (0124839181)
- Request will not be processed for items that were not notified beforehand.