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FREQUENTLY ASKED QUESTIONS

We're here to help! If you can't find the answer to your question on this page, drop us an email at customercare@cocolab.my. If you do not see a reply email from us, please check your junk mail.

 

  1. HOW DO I CREATE AN ACCOUNT ONLINE?
    We highly recommend that our customers create an account on our website as this will allow you to check the info you provide for accurate delivery, such as billing or shipping address (no PO Boxes), contact person and phone number. By creating an account, you can also check your order history and receive our newsletters on the latest offers, promotions and discounts.

    Simply click on Create Account for new customers, or Log In for returning customers, at the top right hand corner of our website. Fill in your particulars as required on the page.


    An email will be sent to you to Activate Your Account. Please follow the steps in the email to confirm your account activation.

     
  2. HOW DO I EDIT MY ACCOUNT DETAILS?
    Once you have signed in, you will be directed to your Account page where you can edit your details.

    You can also click on My Account at the top panel of our website to access your Account page.

     
  3. HOW DO I SHOP ONLINE?
    Browse through your preferred products and click ADD TO CART for quick shopping.

    You can still alter your shopping cart items or their quantity by clicking on Shopping Cart at the top right hand corner of our website. You can also opt to Continue Shopping on your Shopping Cart page.

    Once you are satisfied with your items, click Check Out to proceed to the Payment page. Fill in your shipping and billing details, click on the CityLink delivery method and review your final payment.

     
  4. WHY ARE PRICES ON THE WEBSITE DIFFERENT FROM THE RETAIL OUTLETS?
    Prices displayed on our website for our products are exclusive of the prevailing 6% GST in Malaysia. The total GST will be reflected on the Check Out page depending on your shipping location.

    For orders shipped within Malaysia, the total price with GST will be included and reflected on the final Payment page of our Secured Checkout.

    For orders shipped overseas, the total price will be reflected on the final Payment page of our Secured Check Out.

     
  5. WHAT CURRENCY CAN I BUY IN?
    The default currency is in MYR (Malaysian Ringgit). You have the option to view and buy our products in the currency of your country. Click on the top right hand corner of our website page to change to your preferred currency.

     
  6. HOW DO I USE A VOUCHER?
    Once you are satisfied with the items in your shopping cart, click on Check Out. In your Check Out page, you may enter your Voucher or Discount Code. Your new total (excluding shipping charges and GST if applicable) will be reflected immediately.

     
  7. WHY IS MY VOUCHER BEING REJECTED WHEN APPLIED?
    There could be 2 reasons why a voucher is not being accepted. Mainly:
    • The voucher has reached its available limit - only limited vouchers are released at any given time
    • The discount code has expired - every voucher has a limited period of usage
    • The discount code has been used - vouchers are limited in quantity to each customer

      Therefore, it is best to make use of your voucher within the usage period or before quota has reached its limit.

       
  8. WHAT ARE THE SHIPPING CHARGES?
    For local orders within West Malaysia, the shipping charges are RM11.68 for the first 2kgs and RM2.19 for every additional 1kg.

    For local orders within East Malaysia, the shipping charges are RM17.53 for the first 1kg and RM14.61 for every additional 1kg.


    Free Shipping is available for local Malaysian orders above RM150 (excluding GST). This will be applied automatically at checkout.

    For international orders, the estimate shipping charges will be shown upon Check Out.

    The final shipping charge will be reflected based on weight at the Checkout page.


     
  9. WHAT IS THE PAYMENT & SHIPPING PROCESS?
    For a complete guide on our Payment & Shipping process, please click here.

     
  10. HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?
    Upon complete checkout and payment method, you will receive an Order Confirmation email from us with details of your order within 24 hours.

    If you do not see this email, please check your junk mail or contact us at customercare@cocolab.my.


     
  11. WHAT ARE THE PAYMENT METHODS AVAILABLE?
    We accept payments via Bank Transfers (online or ATM) or via Credit / Debit Cards (using PayPal). We accept MasterCard, VISA, Amex, JCB, Discover and Diners Club cards.

    For a more detailed illustration on payment, please visit this link on '
    How Do I Pay?'.

     
  12. WHEN MUST I MAKE PAYMENT?
    We can only hold your order for 7 days from your date of order. Successful Payment via online or offline methods and their respective notifications to us must be made within 7 days. Failing which, we will no longer hold your order and it will be canceled.

    If you wish to continue with that order, you will need to place another order with the same details.

    Please note that discounts or vouchers applied will also be canceled once non-payment for the order has exceeded 7 days, Discounts or vouchers cannot be carried forward to the new order unless they are still available or have not expired.

    Due to the system's restrictions of discount and voucher usage, it is best to make payment as soon as possible to avoid disappointment.


     
  13. HOW DO I KNOW IF MY PAYMENT HAS BEEN RECEIVED?
    Upon sending us your payment details (for offline payment) or making payment via your credit card (online payment), you will receive a Payment Confirmation email from us. Please note that payment confirmation received after 5:00pm will only be processed the following working day.


    If you do not see this email, please check your junk mail or contact us at customercare@cocolab.my.

    For a more detailed illustration on payment, please visit this link on 'How Do I Pay?'.

     
  14. HOW LONG DOES IT TAKE TO SHIP OUT AN ORDER ONCE PAYMENT HAS BEEN MADE?
    Once payment has been made, we will process your order within 1 working day and will ship it within the next working day.

    For local orders within Malaysia, it may take within 1-7 working days for delivery to reach your doorstep.

    For international orders, it may take within 7-10 working days for delivery to reach your doorstep. This is subject to customs clearance at the country of destination.


     
  15. HOW CAN I CHECK IF MY ORDER IS BEING SHIPPED OUT?
    Upon successful payment, we will pack your order and ship it. You will receive a Shipping Confirmation email from us stating the details of your order (tracking number & courier service provider) within 1 working day.

    If you have not received a Shipping Confirmation email from us, please check your junk mail. If it is still unavailable, please email us at customercare@cocolab.my to check.

    We use CityLink as our courier service provider for all shipments. You can track your order on the CityLink website at http://www.citylinkexpress.com or click here. Key in your tracking or consignment number in the website to find out.

    Please note that we do not ship to PO Boxes.

     
  16. CAN I CANCEL MY ORDER?
    We do not entertain any cancellations once an order has been processed.

    If you have already made payment and wish to cancel an order, please email us immediately at customercare@cocolab.my to let us know. We will come up with an appropriate solution for your case. 

     
  17. CAN I RETURN OR EXCHANGE MY ORDER?
    Due to hygiene reasons, we will not accept any returns or exchanges once an order has been delivered. COCOLAB deserves the right to stipulate any delivery arrangement or cost made by a customer for products that are returned or exchanged.