Frequently Asked Questions

Caviar isn’t only a delicacy to eat. It has amazing skin care benefits when used topically. It is known for its regenerative, skin-plumping properties and has been shown to help slow aging. Its loaded with vitamins and amino acids, caviar provides building blocks for skin cells to function optimally.

Caviar has many beneficial properties to bolster skin strength. The rich amino acids and proteins are essential building blocks for cellular integrity .Caviar is made up of water, gluocides ,proteins ,lipids, fatty acid, calcium and vitamins such as D and A. With its high content of protein including 17 amino acids helps to improve the skin’s outer layer and skin strength. Among others, the main benefits of Caviar are,
• Anti-Ageing
• Antioxidant
• prevent against collagen and elastin breakdown
• Smooths uneven skin tone
• Fast absorbing
• Reverse skin damage
• Retains moisture.

Our Caviar source is imported from France and our product is formulated and curated in Japan.

1. Use cleanser to wash skin thoroughly
2. Application of toner is preferred for better serum absorption
3. Pump one to two pumps of Lab Secret Serum and spread onto the face evenly
3. Pump one to two pumps of Lab Secret Serum and spread onto the face evenly

A bottle of 50ml serum usually lasts 1-2 month if consisitently applied thoughout day and night.

Please visit our shop for the latest promotions and offers.

You may go to our Lab Secret website https://thelabsecret.com/account/login to create an account, follow the instructions on the webpage and you will be a registered user.

If you wish to change your email address for your registered account, please contact our Customer Service via Whatsapp at +65 8188 8939.

You can find the following information on our website
1. Product catalog and detail product information with ingredients
2. Price range of the product
3. Shopping cart
4. Contacts and help information.

You may reset your password, our system will automatically send a new password to your registered email address.

When an order is successfully created, the customer will receive a notification on the registered email as well as an SMS on the registered hand phone number. If you have not received either notification, please check out from the shopping cart again.

You will be notified with a parcel tracking number once your parcel is shipped, thereafter you may track your parcel on qxpress link below with the tracking number
https://www.qxpress.net/Customer/PopupTraceParcels?TrackingNo=.

You may whatsapp +65 8188 8939 to our Customer Service or drop us an email to change your delivery address if your parcel has not been shipped. After the parcel has been shipped, you will not be able to change your delivery address.

If you had entered the wrong shipping address and the items have been shipped out, our customer service agents will try to assist to retreive the package from the 3rd party logistics provider where possible and arrange for re-shipping. Any additional costs incurred will be communicated and have to be borne by you.

At the moment we do not have any distribution outlets in Malaysia and our products are only available online, hence it is required to register an account on our shopify website in order to make a purchase.

You may cancel your order for a full refund before the parcel is being shipped.

Our website facilitates PayPal and accepts secure payment with any Visa and/or Mastercard via stripe pay.

You may contact our Customer Service Hotline to check the status of parcel dispatch date, once the parcel has been shipped you will be notified with a Tracking number and you may track your parcel with the tracking number using the link below.
https://www.qxpress.net/Customer/PopupTraceParcels?TrackingNo=.

Once the parcel is shipped, you may contact qxpress Customer Service hotline at +60 3 2780 3960 on issues pertaining to your parcel shipment status, or check the following link with your parcel tracking number
https://www.qxpress.net/Customer/PopupTraceParcels?TrackingNo=.

Your order could be cancelled and full refund is credited back to you if the item your have placed order is out of stock at the point of purchase.

If your item is damaged during shipment, you may contact our Customer Service hotline for a one to one exchange. However you must bear the return shipping cost on the damage item.

Customers can view their order history after loggin in to the member account on our website, and see the current order status for any purchases that they make.

You may contact our Customer Service Hotline on advice regarding your online order.

Please contact our Customer Service hotline or drop us an email at thelabsectret@hotmail.com.

You will normally receive your parcel in approximately 10 to 15 days after checking out of the shopping cart in our Shopify website.

Yes, you may save multiple shipping addresses on our Shopify website.

Please check with your credit card issuing bank.

Customers can pay with any debit and credit cards through our Secure Paypal gateway or Stripe Payment Gateway, Google Pay and Apple Pay.

All Taxes where applicable will be displayed at check out depending on the territory you are residing in, and the final price will be shown prior to payment at checkout.

Shipping cost will be displayed at check out and will vary depending on the shipping location.

PayPal is serious when it comes to buyer protection. They know that their users count on them to facilitate fast, effective, and safe transactions. To ensure this, they have put into place a set of security measures that protect buyers from scams, fraud, and theft:
PayPal does not share your financial information with sellers.
They offer 24/7 monitoring on all transactions.
PayPal uses encrypted security technology on both buyer and seller’s ends to ensure a secure transaction.
They offer PayPal fraud protection, and allow you to flag certain transactions as suspicious.
If you do have a dispute with a buyer or potential fraudster, PayPal offers dispute resolution, putting a hold on funds until the issue is resolved.
PayPal facilitates transactions in countries across the globe, making it possible to purchase things from other countries securely.

For International Shipping, Shipping rates are automatically calculated at check out. We provide international shipping to consumers.

For Bulk shipping, please contact our Customer Service via Whatsapp at +65 8188 8939.

Yes, you may register a different billing address apart from your shipping address in your Shopify account.

Delivery is unavailable to P.O. Boxes and FELDA areas in Malaysia.

Lab Secret absorbs shipment cost in major towns areas to East and West Malaysian Peninsular.

We ship our orders internationally, shipping rates will be reflected at checkout, if you face a problem with shipping, please check with our customer service if your country is on the list of internationally restricted locations.

Please call our Customer Service Hotline on any refund or exchange of products or you may email to thelabsecret@hotmail.com with your order details.

Lab Secret fully comply with the principal law for consumer protection in Malaysia in accordance with the Consumer Protection Act (CPA 1999), refunds will be granted in accordance with the recommended guidelines.

Lab Secret processes refund directly to your credit card through the same payment mode payment was made.

You may wish to contact our Customer Service hotline or drop us an email at thelabsecret@hotmail.com with your order details.