You got questions..... we got answers! :)
How is Malezia pronounced?
Is that rust on the rim of my aluminum tube?
Nope, it's epoxy a.k.a. the thing that coats the entire inside of the aluminum to prevent the product from reacting with metal. It's the same thing found on the inside of every soda can, beer, and lacroix for example.
Sometimes during the manufacturing of our skincare tubes, the epoxy leaks unto the rim. Rest assured it is not rust, and does not affect the product whatsoever.
Please see this post on our instagram for more information. :)
Is my tube under-filled?
Of course not! We calibrate our pneumatic piston machines to dispense 50 grams. They have an accuracy of 1-2%, and we periodically check them throughout the days we fill to ensure they’re working properly.
Below are a couple photos for reference. The first shows the weight of an empty tube, which is approximately 6 grams. The second photo is a filled tube that we squeezed to show the "empty space" inside — it weighs 56 grams, which nets 50 grams of product as advertised.
Per our aluminum tube manufacturer’s guidelines, a tube that contains 50 ml of product should have a length of 5 inches — this is to allow enough room for two folds during crimping. If the tubes were filled any more than they currently are, product would leak from the top end during the first fold.
The only reason our acne treatment gel feels more full, despite both tubes having the same mass is because of the higher viscosity and rheological modifying / water swelling effect of carbomer, which causes it to take up more space in the tube. The moisturizer in comparison is thinner and can freely move around the tube, which allows the metal to contort to any shape.
You can always verify the weight is as advertised by using a scale if there is one available. :)
What is your shipping policy?
We offer flat rate shipping via USPS on all U.S. orders. Price is determined by weight and final destination, and could run anywhere from $3 to $6.
Due to high demand, please allow up 5 days processing time for your order to be shipped.
Please note that orders are non-refundable and Malezia is not responsible for lost, stolen, or delayed packages that are correctly or incorrectly addressed. Claims for missing packages can be filed with the carrier (USPS, FedEx, UPS, or DHL).
Do you ship internationally?
We ship to most international locations via USPS First Class International Mail. Price is determined by weight and final destination at checkout, and could run anywhere from $15 to $35.
We are sorry shipping overseas is so expensive! :/ Maybe one day we will be able to open distribution centers in other countries. However, we are a tiny tiny brand at the moment and international shipping costs are automatically calculated via USPS, which is the most affordable carrier option in the USA.
Alternatively, you may consider using a parcel forwarding service. They come highly recommended from a few of our customers!
Due to high demand, please allow up 10 days processing time for your order to be shipped. Depending on what country the package is being shipped, transit time can take up to 60 days. As it currently stands, Nordic countries like Sweden, Denmark, Norway, Finland etc. are taking the longest but Dubai and India are also impacted.
Unfortunately, we have no control over custom fees, paying duties, local taxes, or packages being withheld. This is the recipient’s sole responsibility.
Should there be issues with your package, you can contact your local Customs Department with any questions or concerns regarding the release of your order. For this reason, we strongly encourage putting a phone number in the checkout section when ordering.
Please note that international shipping costs are non-refundable and Malezia is not responsible for lost, stolen, or delayed shipments that are correctly or incorrectly addressed. Claims for missing and delayed packages can be filed with the carrier (USPS, UPS, FedEx, DHL, etc) or Customs Department.
Do you offer refunds?
We offer refunds for any damaged, defective, or wrong items sent. Unfortunately, we DO NOT offer refunds if a product doesn't work for you. Once a product has been opened or used, we can no longer re-sell it for health and hygienic reasons. Additionally, as a small 3 person brand we do not have the margins to accommodate such returns at this time.
If you are looking to cancel your order, please email us at email@example.com as soon as possible with the order number and subject line “Cancellation”. Please note that cancellation is not guaranteed because we try to fulfill orders as fast as possible.
If you have additional questions or need to contact us regarding a return, please contact us at firstname.lastname@example.org
Are your products vegan and cruelty free?
Our products are vegan and we don't test on animal (or have a desire to). Additionally, none of our suppliers have tested on animals in the past 5 years. We are in the process of getting leaping bunny certified.
Does the acne treatment gel bleach fabric?
Benzoyl peroxide can cause bleaching if it comes into contact with WET fabric. To avoid bleaching, keep it away from wet fabrics.
Is the acne treatment gel good for "fungal acne"?
Please refer to this post on our instagram.
Can I use the acne treatment gel with other active ingredients?
For optimal results, please refrain from using other active ingredients with our acne treatment gel for at least 8 weeks. After 8 weeks of following our 3 step regimen religiously, you may slowly incorporate other actives to see how your skin responds and adjust accordingly.
How long do the products last?
2-3 months at the recommended usage.
Is glycerin FA safe?
Yes! Please see this post on Simple Skincare Science for more information :)
Which of your products are pregnancy safe?
The Malezia 5% Urea Moisturizer is 100% safe for pregnancy.
There are varying opinions on whether benzoyl peroxide (the active ingredient in our acne treatment gel) is safe during pregnancy. For example, the Dermatology Times states that according to this review, "systemic absorption is minimal, and benzoyl peroxide is metabolized to benzoic acid (a food additive) in the skin."
The American Academy of Dermatology says, "it’s safe to use in limited amounts," but recommends talking with your obstetrician or dermatologist first before using it while pregnant.
When will you be releasing X product?
Assuming things go well for us and finances allow, this is the order of our next releases: gentle foaming cleanser, azelaic acid treatment, sunscreen, oil cleanser.
We will conduct more surveys after that to assess what people want next! :)
Is there anything else you would like us to know?
We are a small three person brand that intentionally chose to not have a marketing department in order to keep costs low. If you want to help us expand, increase production speed / delivery times, or release new products please consider trying our products giving us a shoutout on social media. Word of mouth is the only way people can discover Malezia. 💙