FAQs
Registration/Password
How do I register on the Dr. Goh website?
Click on the Register button on the top right corner of the website and you will be directed to an online registration form. Fill in accordingly and accurately in order for us to serve you better.
Forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.
How do I change my contact or address details?
You can go to My Account and manage your details there.
Shopping Online
Can I make an online purchase without registering an account on the Dr. Goh website?
Yes you can, just purchase as guest.
1. Choose the product you want, add to cart and proceed to Checkout
2. At Checkout, enter your delivery information and choose your payment method
3. Place your order
4. You will receive an order confirmation from Dr. Goh website and a payment confirmation email from the payment gateway
Payment
How to make payment?
Yes you can, just purchase as guest.
1. Choose the product you want, add to cart and proceed to Checkout
2. At Checkout, enter your delivery information and choose your payment method
3. Place your order
4. You will receive an order confirmation from Dr. Goh website and a payment confirmation email from the payment gateway
What if I can't make payment online?
You can choose “Manual Transfer” when you check out. Then, send an email to info@drgoh.com.my to inform regarding your successful payment. Payment details must provide and order ID.
Bank Name: Public Bank Account Name: DR GOH COSMECEUTICAL SDN BHD . Account No. : 3210174309
Do you keep my credit card details?
We do not retain your credit card information after your order is completed; it is submitted directly to our banks.
How can I know if my payment was successful?
Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. You will also receive an invoice from us and a payment confirmation from the online payment portal via email. Alternatively, you may check the status of your order via My Account.
Shipping and Delivery
How much is the delivery charge?
West Malaysia – Standard Post RM 8 Flat Rate, orders above RM500 Free Postage
East Malaysia – Standard Post RM 16 Flat Rate, orders above RM500 Free Postage
International Worldwide Shipping are based on total order weight that is automatically calculated upon checkout
Will deliveries be made to my P.O Box address?
No.
How long does product delivery take?
1. For orders placed before 2PM (Mon – Fri, excl. public holidays), products will be delivered within 2-3 business day.
2. For orders placed on Friday after 2PM or over the weekend, products will be delivered out on the following Tuesday.
3. Delivery to rural or remote areas in Peninsular Malaysia, Sabah and Sarawak will take an additional 3-7 working days.
Can I schedule the delivery of my order?
Our courier service providers are unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date.
Do you ship internationally?
Yes we do, currently to Hong Kong, Thailand, Singapore. Should your country not be listed, please send us an email to info@drgoh.com.my. We will help you arrange accordingly if necessary. Express international shipping charges will be according to weight and country being sent to.
Refunds/Exchange
How do I return an item?
We want you be 100% satisfied with your product purchased. If you’d like to return or exchange an item, due to faulty product or bad skin reaction we offer you a free skin analysis at our sister company Doux Visage® and will do everything we can (within reason) to make sure you get what you paid for.
How do I request for a refund?
You may request for a refund within five (5) working days from the date you received the products to the post stamp dated on the parcel you return to us. Just contact our helpful Customer Service team on info@drgoh.com.my, or +603 7726 6100 Monday to Friday (excluding Public Holidays) from 9.30am – 5.30pm for assistance.
I have received a damaged /faulty / incorrect product! How can I request for a product exchange?
Kindly contact Customer Service at +603 7726 6100, Monday to Friday (excluding Public Holidays) from 10.30am – 6.30pm for assistance. An exchange will be made for products of equal or lower value. Shipping chargers will be paid upon your own discretion.
When will I receive my exchanged product(s)?
All product exchanges take up to fourteen to twenty one (14-21) working days (excluding Public Holidays) for processing and delivery.
