Fastest
WhatsApp
Chat with a grooming advisor about orders, products or a pack you want checked.
Chat on WhatsApp opens in a new window
Contact & help centre
We're hereto help.
Order question, product advice or a quick authenticity check. Message us, or find your answer below.
Email
Email us
Better for longer questions or anything with attachments.
Send an emailMessage us
Send us a message.
Tell us what you need and we'll get back to you. Got an order? Add the order number and we'll find it faster.
-
Where's my parcel? Track my order
-
Unsure about a pack? Verify it in 10 seconds
Help centre
Good questions.
Pick a topic. Still stuck? Send us a message above.
Orders & payment
Can I pay cash on delivery?
Yes. Cash on delivery is available across Malaysia.
How do I pay online?
Choose your payment method at checkout. The available options are shown there.
How do I check on my order?
Enter your order number on the Track my order page, or contact us.
Shipping
Is shipping free?
Shipping is free above RM99 for West Malaysia.
How long does delivery take?
Urban areas: 24–48 hours. Other areas: 2–4 working days. The shipping fee is shown at checkout.
Where do my orders ship from?
Every order ships from RAUMEN Malaysia.
Which courier delivers my order?
We work with trusted couriers such as Ninja Van. Your tracking number is sent to your email or phone after your order is confirmed.
What should I do when my parcel arrives?
Open and check the parcel on receipt. Confirm the quantity and condition of the items before you confirm receipt.
Returns
What if I need to return a product or my parcel arrives damaged?
Skin incompatibility: within 7 days of receiving your order, if your skin shows any sign of incompatibility, you can request an exchange or refund. Our team reviews your request and guides you before approval.
Damaged or wrong item: if your order arrives broken, seriously dented, with a damaged pump, or not matching your original order because of our error, we replace the product.
Contact us with your order number and a photo.
Products & usage
Which product should I start with?
The routine runs in four steps: Ance Fading Serum, Multi-Action Face Wash, Peptide Repair Jelly Mask and All-in-1 Shower Gel. Not sure? Take the 30-second quiz.
Authenticity
Where are RAUMEN products made?
These RAUMEN products are made in Malaysia and notified with NPRA: Ance Fading Serum, Peptide Repair Jelly Mask, All-in-1 Shower Gel, BB Cream 4IN1 and Hair Serum. Every order ships from RAUMEN Malaysia.
How do I check that my product is real?
Enter the batch code from your pack into the checker on the Authenticity page.
Where is it safe to buy?
Our official channels: this website, our Shopee store and our TikTok Shop. See the Authenticity page for the links.
I think I bought a fake. What now?
Contact us with a photo of the pack, and tell us where you bought it using the report form.