FAQs – TK by Tyra

Frequently asked questions

ORDERS

Shopping with TK by Tyra is easy! Simply browse our collections, add your favourite products to your cart, proceed to checkout, and complete your payment. Once your order is confirmed, you'll receive a confirmation email with your order details.

We begin processing orders shortly after they're placed to ensure timely delivery. If you'd like to amend or cancel your order, please contact our Customer Care team immediately. While we'll do our best to assist, we cannot guarantee changes once your order has been processed.

Once your parcel has been shipped, you'll receive a shipping confirmation email containing your tracking number and courier details. You can use this information to monitor your parcel's delivery progress.

Please contact us as soon as possible. If your order has not been packed or dispatched, we'll do our best to update your shipping details. Unfortunately, we are unable to make any changes once your parcel has been handed over to our courier partner.

SHIPPING

We currently deliver to:

Malaysia
West Malaysia
East Malaysia

More destinations will be available soon.

Malaysia

West Malaysia: 1–5 working days
East Malaysia: 3–7 working days

Delivery times may vary during promotional campaigns, festive seasons, or due to unforeseen courier delays.

Yes! Free shipping promotions are available during selected campaigns and promotional periods. Be sure to subscribe to our newsletter or follow us on social media for the latest updates.

PAYMENTS

To provide a secure and convenient checkout experience, all payments are processed through HitPay Malaysia.

Available payment options include:

FPX Online Banking
DuitNow QR
Visa
Mastercard
Apple Pay*
Google Pay*
GrabPay
GrabPay PayLater
Touch 'n Go eWallet
ShopeePay
SPayLater
Boost
ShopBack Pay
Maybank QR
Alipay
QRIS
TrueMoney
LINE Pay
PayCo / KakaoPay / LINE Pay
VietQR / ZaloPay

*Availability may vary depending on your device, browser, location, and payment provider.

Absolutely. All payments are securely processed through HitPay Malaysia, a PCI DSS-compliant payment gateway. Your payment information is encrypted during checkout, and TK by Tyra does not store your debit or credit card details.

Available payment methods may vary depending on your device, browser, country, or payment provider availability. If your preferred option isn't displayed, simply choose another secure payment method available at checkout.

Yes. Once your payment has been successfully completed, you'll receive an order confirmation via email. If you haven't received it within a few minutes, please check your spam or junk folder before contacting our Customer Care team.

PRODUCTS

Our products are thoughtfully developed to suit most skin types. However, as everyone's skin is different, we recommend performing a patch test before first use, especially if you have sensitive skin or known allergies.

Yes. Our products are formulated with Malaysia's weather and diverse skin tones in mind, making them comfortable for everyday wear.

Not all of our products are vegan. Some formulations contain naturally derived ingredients such as beeswax. Please refer to each product page for the complete ingredient list.

Some products may contain fragrance, while others do not. Please refer to the ingredient list on each product page for complete ingredient information.

Store your products in a cool, dry place away from direct sunlight and excessive heat. Always ensure lids are securely closed after each use to maintain product quality.

As a general guide:

Cushion Foundation – 12 months
Lip Products – 12 months
Powder Products – Up to 24 months

Please refer to the Period After Opening (PAO) symbol printed on your product packaging for product-specific guidance.

INGREDIENTS

A complete ingredient list is available on every product page and product packaging.

For example, the Day to Date Blush Palette contains ingredients including Mica, Talc, Squalane, Boron Nitride, Silica, Kaolin, Magnesium Stearate, Ethylhexylglycerin, Titanium Dioxide and Iron Oxides.

RETURNS AND REFUNDS

Due to hygiene and safety reasons, we do not accept returns or exchanges for opened or used cosmetic products.

Returns or exchanges are only accepted if:

You received an incorrect item.
Your item arrived damaged.
Your item is defective.

Claims must be submitted within 48 hours of receiving your parcel.

Please prepare the following:

Order Number
Photos of the product
Photos of the parcel packaging
A brief description of the issue

Our Customer Care team will review your request and respond as soon as possible.

Once your refund request has been approved, it will be processed back to your original payment method.

Payment Method

Visa / Mastercard - 3–5 Business Days

FPX Online Banking - 3–5 Business Days

GrabPay - Instant

GrabPay PayLater - Instant

ShopeePay - Instant

SPayLater - Instant

DuitNow QR - Instant

ShopBack Pay - Instant

Alipay - Instant

QRIS - Instant

TrueMoney - Instant

LINE Pay - Instant

PayCo / KakaoPay - Instant

VietQR / ZaloPay - Instant

Touch 'n Go eWallet - Up to 7–14 Days

Boost - Up to 7–14 Days

Maybank QR - Up to 7–14 Days

Please note that refund timelines are determined by your payment provider and may take longer during weekends, public holidays, or system maintenance.

Yes. For security purposes, all approved refunds will be credited back to the original payment method used for your purchase.

If you haven't received your refund within the estimated timeframe:

Check your bank account, card statement, or e-wallet transaction history.
Contact your payment provider, as some institutions may require additional processing time.
If you still require assistance, please contact our Customer Care team with your order number.

PROMOTIONS

Only one promotional code may be applied per order unless otherwise stated in the promotion's terms and conditions.

Promo codes may have expiry dates, minimum spend requirements, product exclusions, or campaign-specific conditions. Please review the promotion's Terms & Conditions for more information.