1. How do I start ordering online?
  • You can make your purchas on our store as a 'Guest' or you can register for an account before you place your order online. To register for an account, click “Create an Account” button at the top corner of the webpage and fill in all required fields. Upon registration, you will receive an account activation email. Click on the activation link to activate your account and now, you can proceed to browse the catalogue to make your online purchase.
2. What are the delivery charges for orders from the Online shop?
  • We offer free shipping for purchases of RM350 and above; for purchases below RM350, RM20 shipping fees will apply.
3. Which payment methods are accepted in the Online Shop?
  • We accept credit card payments (VISA / MasterCard / AMERICAN EXPRESS), direct bank transfer services (Maybank2U, CIMBClicks, Hong Leong Connect, Alliance Online, PBebank, RHBnow and all other major banks), and e-Wallet payment options such as TouchnGo and GrabPay.
4. How long will delivery take?
  • Within 7 working days. Please note that there may be delays on rare occasions or in remote areas. For delivery status, please call Customer care at 1-800-88-2336 and quote your order number.
5. What if I have received a defective product?
  • Defective product (e.g., items delivered with damaged packaging or in a compromised state) may be returned for a replacement. Please reject the delivery on the spot if the product is defective or damaged.
  • For any product issue (ineffective adhesive, pouch leakage, skin irritation caused by adhesives, etc.), please contact our clinical consultants at 1-800-88-0601.
6. Can I try the product out before I buy?
  • You can try our product before you buy if you are a first time user. Please fill up the starter kit request form and click submit. Our customer care team will be in touch with you within 1-2 working days.
7. What is your returns policy?
  • We do not allow any returns unless the goods are damaged upon delivery. Call our customer care at 1-800-88-2336 if you would like to request for a return. If for some reason, you have difficulties using our products, you’ll need to call 1-800-88-0601 to speak to our clinical consultant.
8. Why have I not received an order confirmation?
  • Some e-mail services incorrectly flag automated messages from our servers as spam - if you don´t receive anything, please check your spam or junk folders first. You may have also accidentally provided an incorrect e-mail address - in this case please contact our customer care at 1-800-88-2336 or to check whether we received your order.
9. Do I receive a tax invoice for my order?
  • Yes. You will receive your tax invoice together with your package.
10. I have not yet received my delivery, although it has been over a week.
  • On rare occasions or in remote areas, you might experience some delays with your order. For delivery status, please call Customer Care at 1-800-88-2336 or and quote your order number.
11. Is online purchase and delivery available in East Malaysia (WP Labuan, Sabah and Sarawak)?

Online purchase and delivery is applicable for West Malaysia only at this time. We will inform you once the online ordering platform is made available in East Malaysia. If you are from East Malaysia and would like to purchase ConvaTec products, kindly contact:

DKSH Malaysia (Kuching Branch)
Phone Line: +6082-350375/377

DKSH Malaysia (Kota Kinabalu Branch)
Phone Line: +6088-483100/483101

12. I am having difficulties using the products and have questions regarding the product.
  • Kindly contact ConvaTec Customer Care at 1-800-88-0601 to speak to our clinical consultant.
13. I would like to sell a product and transfer it to another customer.
  • Please take note that all products are not transferable and non-resaleable.
14. Can I cancel my purchase?
  • You cannot cancel your order after it has been placed. For all returns and exchange request, please refer to our returns policy.