FREQUENTLY ASKED QUESTIONS
Creating an account
Don't have an account yet? Sign up now and you can start shopping with your account!
- Go to ‘Profile’ button on the top right-hand bar of the page.
- Click on ‘Create Account’ and fill out all the details needed.
- This completes your registration. You will receive an email to get you started.
Order and payment
How to place an order?
First time shopping with Play Up? Follow the simple steps to place your order.
1.Search your item(s) by category, brand or item name.
2.Select your preferred item and quantity, then click ‘Add To Cart’.
3.You can either continue shopping, or if you are settled on purchasing your item(s), click on the bag icon on the top right-hand bar of the page and select ‘View Cart’.
4.You can make changes on the quantity ordered and click on ‘Update Cart’. Changes will be updated.
5.Fill in Discount code if any.
6.When you’re ready to place your order, click on ‘Check Out’ and your order summary will appear for review.
7.Select your preferred Delivery Method and fill in your Shipping Address, Shipping Method, Remark (if any), and Payment Method then click on ‘Place Order Now’ to proceed with the payment.
After checking out, you will receive an order confirmation email with your order number and order details shortly.
We are offering a selection of payment methods:
✔ Online banking
Shipping and delivery
What are your delivery options?
Play Up offers the following delivery options:
✔ Standard delivery
Standard delivery method
How much does delivery cost and how long does it take?
Items purchased will be delivered via standard service within 5-7 business days for West Malaysia, and 7-10 business day for East Malaysia (Monday to Friday, excluding Malaysia Public Holidays) upon order payment confirmation. However, it may take additional time during sale periods, holidays and extreme weather events.
Standard delivery charges:
West Malaysia (WM)
Enjoy Free Shipping with purchase of RM100 and above.
East Malaysia (EM)
Enjoy Free Shipping with purchase of RM190 and above.
Do you ship internationally?
Play Up delivers within Malaysia, but unfortunately international shipping is not available at this stage.
Can I track my order?
You can log in to your Play Up account and check the ‘Order History’ on your profile page. We will also notify you via email with the tracking link when your parcel is in transit and ready for delivery.
Online order amendment
You are only allowed to make any amendments or cancellation with a valid reason and please drop us a message as soon as possible through WhatsApp.
What is Self-pickup?
A new delivery method for you to collect your online orders. Shop online anytime and collect your orders directly at Play Up Fahrenheit88 physical store.
How much does the service cost?
There is no charge with the service and no minimum spend required.
When and how to collect?
Orders made before 6pm can be collected on the same day. After 7pm, it will be reserved until next day collection.
Once you have received our collection confirmation email, you can collect your reserved order at the designated store. Orders can be collected from 10am-10pm.
Please proceed to the cashier counter and our beauty advisor will assist you. Do present your collection confirmation email and ID to collect your order.
If you will not be collecting your reservation personally, the person who will collect your order reservation on your behalf must present the collection confirmation email upon collection.
Where is the pickup location?
At this stage, our service is now available at Play Up Fahrenheit 88 only.
How long do I have to collect my order?
Please collect your orders within 7 days of receiving e-mail notification for collection.
In case that you cannot collect order by the limitation time, please contact us via Whatsapp.
Refund and exchange
Return & Refund Policy
Return/Refund of products can be arranged if the item delivered is in damaged or defective condition; near expiry or expired; or the item is different from the order delivered.
- Items can be exchanged or returned within 7 days of receiving an item ordered from Play Up online store ‘www.playup.com.my’.
- Item must be in its original purchase condition.
- Packaging must be unopened, unused, unmarked and not defaced in any manner.
- Exchange is only allowed for the same item. If that item is out of stock, you can choose a different item to exchange:
- If the new item is of a higher price, you will pay for the difference in amount,
- If the new item is of a lower price, there is NO cash refund provided.
- All refunds will be made via same mode of payment within 2 months.
- Discount code cannot be re-issued and are non-refundable. If you return an item which was purchased using a discount code, only the final paid price (after discount) will be refunded.
- Shipping cost associated with the return of the product will not be covered by Play Up.
- Play Up reserves the right to deny a refund or exchange if the item(s) does not meet the refund/return policy requirements.
- The customer is required to send back the affected item(s) via a reliable courier service company to us at the following address:-
- Parkson Unlimited Beauty Sdn. Bhd.
- Level 10-1, Office Tower, 1,
- Jalan Nagasari, Bukit Bintang,
- 50200 Kuala Lumpur, Federal Territory of Kuala Lumpur
- Alternatively, the customer may bring the affected item(s) to Play Up store located in Fahrenheit88 for refund or exchange.
Can I exchange or have a refund for my online order in a store?
If you would like to return your items to our Play Up store, please present your online tax invoice to us to process your requests.
Please note that we only accept exchanges for the same item in store. If that item is out of stock, you can choose a different item to exchange:
- the new item is of a higher price, you will pay for the difference in amount,
- the new item is of a lower price, there is NO cash refund provided.
Play Pass membership
What is Play Pass?
Play Pass is a membership program offered by Play Up that allows you to enjoy exclusive beauty privileges, discounts and rewards.
There are 3 membership tiers - 'Basic', 'Exclusive' and 'Superstar'. The privileges and rewards will be based on the membership tiers offered to any one member.
Basic - Customers are entitled to qualify for ‘Basic’ status with or without any purchase.
Exclusive - Customers who have spent above RM600 within a 12-month period are entitled to qualify for ‘Exclusive’ status.
Superstar – Customers who have spent above RM1500 within a 12-month period are entitled to qualify for ‘Superstar’ status.
How do I sign up for Play Pass membership?
To sign up, please visit to selected Play Up stores (Fahrenheit 88, Berjaya Times Square and Genting Sky Avenue) for assistance. Our beauty advisors are glad to help!
Do I need to pay a fee for Play Pass membership?
It’s free to join!
How do I change or update my personal details?
To update your personal details, please proceed as follows:
You may drop us an email to email@example.com or you may also visit to selected Play Up stores (Fahrenheit 88, Berjaya Times Square and Genting Sky Avenue) for assistance. Our beauty advisors are glad to help!
How do I check my total spending in stores?
Please visit to selected Play Up stores (Fahrenheit 88, Berjaya Times Square and Genting Sky Avenue) for assistance. Our beauty advisors are glad to help!
Is there any membership card?
No, we don’t offer membership card. Just provide your contact number or any personal details to one of our beauty advisors when making a purchase. So, save the planet with us!
Brand and product
Are your products authentic?
We GUARANTEE that all products sold on our platform are genuine and sourced directly from sustainable and reputable suppliers.