VB FAQ

Bvogue Program


What is Bvogue Program?

Bvogue is a loyalty reward program that allows all members to earn points, redeem rewards (e.g. Gift Vouchers), receive member exclusive promotions, welcome and birthday surprises and the latest beauty news. Signup is free and is available online. Find out more about our Bvogue Programme here.


Account


Is it safe and secure to shop at Voguebeaute?

Here at Voguebeaute, we keep your personal information private during the entire checkout process and do not share it with a third party. It is our ultimate goal to provide a safe and secure shopping experience for customers.


I am having problems logging into my account.

If you receive a message stating that your email address/password is not recognised - please follow the steps below:

1. Please clear your cache and browser history. Close and open a new browser.

2. Make sure you are using the same email address and password you registered with.

3. If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account


If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email hello@voguebeaute.com with the details and screenshots of the error.


Payment


What kind of payment method may I use at Voguebeaute?

●  Credit Card (Visa/Mastercard/AMEX)

●  Online Bank Transfer


Orders


How can I make a purchase?

Shopping at Voguebeaute is easy:

1. Sign up/Login to http://voguebeaute.com/

2. To add items in your cart, click on “Add to Cart” for the item you wish to purchase.

3. To change the quantity of the item, change the number in the box under the "Quantity" column.

4. To review the items in your cart, click on the "Your basket", located at the top right of the page, then click "view cart".

5. If you have an applicable "Promo Code", enter it and click on ‘Apply’. The total price will be updated with the discount.

6. Review your order at the Cart Page. Once you are ready to place the order, click on "Continue To Shipping"

7. Fill in all necessary details for your shipping details, click on "Continue To Pay" to choose your preferred payment method

8. Please review your orders again and total amount before completing the payment.You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email


What and where is my order confirmation number?

In your confirmation email. When you view your “Order Status” under “My Account”


How long does it take to confirm my order?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.


Can I amend my order after it has been confirmed and paid for?

We know how exciting it is to receive orders on time, therefore we are unable to amend any orders as we process orders immediately when payment is confirmed. Any amendments may cause delay in the delivery of your order.


Can I cancel my order?

Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go though them individually as this will cause delays to all other orders. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out OF Stock.


I am having issues using the coupon/voucher code

Please check if :

▪  The coupon/voucher code has expired

▪  Coupon/Voucher is for one time use only

▪  Each order can only use 1 coupon/voucher

▪  The coupon/voucher may not be valid for Non-Discountable or brands excluded from sale (see list Non-Sale Brands)

▪  You have use a non participating Credit Card for the coupon discount

▪  Rewards Redemption and discounts cannot be used at the same time during Flash Sale


Can I order through phone?

Although we love talking to our customers, we don't take orders over the phone. Place your order online or on the app to earn loyalty points on your purchase. If you need to speak to us regarding order and account enquiries , please call our Customer Service team at +60 18 9422 629.


Delivery


What is your shipping arrangement and how much do you charge for shipping?

We ship all items from Malaysia. You will receive an email with your tracking information and you can track it via https://www.poslaju.com.my/track-trace-v2/. Shipping fee is RM7 for West Malaysia, RM11 for East Malaysia.


Your order will be delivered in 1-3 working days

We are closed on Saturdays, Sundays and on Malaysian Public Holidays. Shipping may take longer during sale periods, holidays and extreme weather.


Can I collect my order directly from Voguebeaute?

We apologize as self-collection option is not available at the moment.


Do you ship to P.O. BOX or Parcel Lockers?

As we require a signature for all packages, we do not ship to P.O. BOX or Parcel Lockers. We only ship to valid residential or home address to which we can ship the order. Voguebeaute will not be liable for any lost orders should you request for your order to be delivered without any signature. Any request for Authority to Leave without Signature will be at your own risk.


How to track my order?

You can contact the courier service or visit their website and enter the tracking number sent to your email, to check the status of your package.


What should I do if my order has not arrived?

You can contact the courier service or visit their website and enter the tracking number sent to your email, to check the status of your package.


I entered the wrong address, what should I do?

The delivery address cannot be amended once the order is confirmed. In the event that the wrong address is indicated in the order, and the package is delivered, Voguebeaute will not be liable for any replacement or refund. The courier will charge an additional cost for change of address for undelivered parcels with a wrong/invalid address.


Returns


What is the return and exchange policy?

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

▪  Image of item with the packaging

▪  Packing list (on the packaging) showing the Order Number and/or Tracking Number

▪  Name of Item


1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.

2. Items purchased as part of a set or a multi-item pack must be returned as a whole set.

3. This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable


For returns, please email us at hello@voguebeaute.com with your order number and information on the affected item. Returned items must meet the requirements above.

Refund is only applicable if item is out of stock


- If the item is in stock, we will arrange for collection and replacement. 

- If the item is out of stock, a refund or credit voucher will be issued to you upon collection of item.


Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. They are well-versed on every product we carry - and even use them in their daily routines.


Others


Are your products authentic?

Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.


Can I get a list of ingredients for a product?

Please see the list of ingredients on each product page.


Can I request or suggest a product or brand?

We love to hear from our customers, especially about a product we do not currently carry. Feel free to send us an email at hello@voguebeaute.com