Q: Head Office

Wats on's Personal Care Stores Sdn Bhd Level 7, ARENA WATSONS, Exchange 106, Lingkaran TRX, Tun Razak Exchange, 55188 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur. Arena Watsons HQ Number 03- 2707 6688 (For Business Enquiries) Business Hours: Monday to Friday 9am - 6pm (Excluding Weekend and Public Holidays)

Question 1

How do I place an order?

Accepted Answer

Question 2

Payment Method

Accepted Answer

There are a few Payment methods available for you to shop Online with us!

Credit Card / Debit Card (Visa and Mastercard)
Internet Banking
e-Wallet (Boost, GrabPay & Touch N Go)
Watsons Club Points
eCoupon & eVoucher
Buy Now, Pay Later (BNPL)

Credit Card / Debit Card

Credit Card & Debit Card payment is available for all shoppers.

We accept all VISA and Mastercard Cards, both Credit and Debit with 3D secure (Verified by VISA and Mastercard secure).

Internet Banking

You can make a payment via Internet Banking which you can choose from the list of banks available in Malaysia. You will be redirected to Internet Banking page to login your selected bank to complete your transaction.

e-Wallet (Boost, GrabPay & Touch N Go)

We welcome and provide access to the seamless convenience of digital payments to our shoppers. Hence, it is now possible to pay your orders with e-Wallets such as Boost, GrabPay & Touch N Go.

Watsons Club Points

Watsons Members can collect points when purchase and redeem it at check-out.

With every purchase, every RM1 = 1 point

During redemption, every 200 points = RM1

All you have to do is key-in your rewards point amount at “Watsons Club Points Redemption”. Your reward points will be shown under “Input Amount”. There will be 2 rewards points stated:

Reward points collected
Amount in RM you can redeem with your reward points

eCoupon & eVoucher

These offers exclusive discount or promotion. You can either key-in the valid code under “Promotion Code”, or choose any applicable “eCoupon” that you grab from Coupon Zone.

Buy Now, Pay Later (BNPL)

Elevate your shopping experience with Atome - Buy Now, Pay Later. You can get what you want now and pay later with this flexible payment service.

Question 3

What is the maximum purchase quantity?

Accepted Answer

The maximum purchase quantity for most products are 15 units per order.
Some products may have different maximum purchase quantity due to promotion conditions, stocks availability and weight limitations.

Question 4

How do I know my order is confirmed?

Accepted Answer

After placing an order, you will receive an “Order Confirmation” email with details of products you have ordered. You may also click “My Account > Order History” to check your order details.

Question 5

Why it doesn’t show free gifts at checkout?

Accepted Answer

All promotional gifts are on while stocks last basis. If it does not display at checkout or in the order, it means the gifts have been fully redeemed.

Question 6

E-invoicing

Accepted Answer

Frequently Ask Questions:

What is Malaysia e-invoicing requirement?

Inland Revenue Board of Malaysia (IRBM) had announced that the e-Invoicing initiative will be implemented in phases beginning 1 August 2024, as follows:

Taxpayers with an annual turnover or revenue of more than RM100 million – 1 August 2024
Taxpayers with an annual turnover or revenue of more than RM25 million and up to RM100 million – 1 January 2025
All other taxpayers – 1 July 2025

What is e-invoice?

An e-Invoice is a digital representation of a transaction between a supplier and a buyer. E-Invoice replaces paper or electronic documents such as invoices, credit notes, and debit notes.

What is a validated e-invoice?

An e-invoice that has been issued by seller and validated by IRBM. A validated e-invoice will contain IRBM unique identifier number (“UIN”) and a QR code. The UIN and QR code will allow traceability by IRBM.

How to request for a validated e-invoice?

For store purchase

Please go to https://e-Invoice.watsons.com.my to request for an e-invoice.

A close-up of a receipt

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For online purchase

Please log in to your Watson’s online account, go to online order history and click on the “Request e-invoice” to request for an e-invoice.

After submitting the request for an e-invoice, when can I receive the validated e-invoice?

Please allow up to 3 days for the validated e-invoice to be sent to you.

How will I receive the validated e-invoice?

It will be sent to the email address that you provided in the e-invoice request form.

Is there a timeline to request for an e-invoice?

Yes, please request for the e-invoice within the same month of your purchase.

Example: Purchase made on 27 August 2024

Last day to request for e-invoice is on 31 August 2024. After which Watsons has no obligation to issue e-invoice to customers.

Who to contact if there is any issues or questions regarding e-invoice?

Please contact hello@watsons.com.my if you have any questions.

Question 7

How is the shipping fee calculated for Watsons eStore?

Accepted Answer

Shipping fee is charge based on the following delivery methods:

Click & Collect Express

No shipping fee will be charged for Click & Collect Express! Shop online, pick the nearest Watsons store and collect your order in 2 hours or less.

Express Delivery

Get your order delivered to your doorstep in 2 hours or less. RM7 shipping fee will be imposed for every Express Delivery order.

Home Delivery

Peninsular Malaysia:

Free delivery for orders above RM100, for the first 3kg. Every subsequent kg will be charged RM1.

Shipping fee of RM7 for the first 3kg will be imposed for orders below RM100. Every subsequent kg will be charged RM1.

East Malaysia:

Free delivery for orders above RM150, for the first 3kg. Every subsequent kg will be charged RM6.

Shipping fee of RM20 for the first 3kg will be imposed for orders below RM150. Every subsequent kg will be charged RM1.

Question 8

What is Click & Collect Express?

Accepted Answer

Shop online and pick up your order from the nearest Watsons store in 2 hours or less.
Choose “Click & Collect” delivery method when check out and select your nearest store. You will receive an SMS notification with 6-digit pick up code once the order is ready for pick up. Pick up your order from the store in 2 hours or less.
Order placed after 8pm will be prepared the next day. Order that has not been collected after 5 days will be cancelled on the 6^th day.
Kindly refer to this link for further information - https://www.watsons.com.my/delivery-modes (Select Click & Collect).

Question 9

What is Express Delivery?

Accepted Answer

Shop online and get your order delivered to your doorstep in 2 hours or less.
Choose “Express Delivery” at top right corner in Watsons app. Set your delivery address and start shopping. An SMS with tracking link will be sent to you after payment.
Express Delivery is available on Watsons app, at selected postcodes in Klang Valley, Johor Bahru and Penang area, from 10am – 7pm daily. Order placed after 7pm will be processed the next day.
Kindly refer to this link for further information - https://www.watsons.com.my/delivery-modes (Select Express Delivery)

Question 10

What if the item I wanted/ ordered, is out of stock?

Accepted Answer

If we are unable to deliver your order within 7 days due to stock shortage, your order will be cancelled and refunded accordingly.

Question 11

How do I track my order?

Accepted Answer

You may track your orders via your 'Order History' under 'My Account', after logged in. Tracking number will be provided to you once order is processed. Should you have further enquiries on your order, you may contact our customer service via 'Contact Us' form on our website (https://www.watsons.com.my/contactUs), or email to hello@watsons.com.my.

Question 12

Customer Service Hotline

Accepted Answer

1 300 880 847

Question 13

For Marketing, Partnership & Corporate Enquiries

Accepted Answer

hello@watsons.com.my

Question 14

Email Address

Accepted Answer

hello@watsons.com.my

Question 15

Head Office

Accepted Answer

Watson's Personal Care Stores Sdn Bhd

Level 7, ARENA WATSONS, Exchange 106,
Lingkaran TRX, Tun Razak Exchange,
55188 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur.

Arena Watsons HQ Number

03- 2707 6688 (For Business Enquiries)

Business Hours:
Monday to Friday
9am - 6pm
(Excluding Weekend and Public Holidays)

Question 16

Under what conditions can I return my product?

Accepted Answer

Return & Refund of products can be arranged under the following reasons:

If the products delivered is in damaged or defective condition; or
If the products is near expiry or expired; or
If the product is different from the Order delivered. Products for return or refund shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

For more information, kindly refer to https://www.watsons.com.my/return-exchange

Question 17

Under what conditions can I exchange  my product?

Accepted Answer

Exchange of products can be arranged under the following reasons:

If the products delivered is in damaged or defective condition; or
If the products is near expiry or expired; or
If the product is different from the Order delivered. Products for exchange shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

For more information, kindly refer to https://www.watsons.com.my/return-exchange

Question 18

How do I request for return/exchange my product?

Accepted Answer

Kindly submit the request through our website or mobile app. Navigate to "My Account," then proceed to "Order History." Locate the specific order number and click on "Enquiry." Fill in the details, attach the necessary picture, and submit the request or email to hello@watsons.com.my to report on the products upon 3 days of receiving the goods.

Question 19

How long does it takes to upgrade my membership status to Watsons Elite after I have accumulated RM1,000 annual spending from recent purchase? What is the qualification period?

Accepted Answer

A non-Elite member who meets the qualifying spend of RM1,000 nett between 1 January 2025 and 31 December 2025 will be automatically upgraded to Watsons Elite membership on the first day of the following month, and the Elite membership will be valid until 31 December 2026.

Eg. If a Watsons Member accumulates RM1,000 nett spending on 23 January 2025, he or she will be upgraded to Watsons Elite Member starting 1 February 2025 and enjoy Elite privileges and rewards until 31 December 2026.

If a Watsons Member accumulates RM1,000 nett spending in January 2025, with the last purchase made on 23 January 2025 via Watsons Online, the member will be auto upgraded to Elite membership status on 1 March 2025, as online purchases may take up to 21 days to be confirmed.

Question 20

How to enjoy Watsons Brand Products 5x Points promotion?

Accepted Answer

Within the qualification period, purchase Watsons Brand products with elite status Watsons Member card to enjoy. Points awarded will be credited to the member account after 2 working days. (Points awarded will not be reflected on the receipt)

Question 21

How to enjoy monthly Watsons Elite offer & promotion?

Accepted Answer

Refer to the monthly catalogue, mailer or (www.watsons.com.my/elite-benefits) for monthly products promotion. Within the qualification period, shop in Watsons store or Watsons Online with an elite status Watsons Member card to enjoy.

Question 22

How to qualify as Watsons Elite?

Accepted Answer

Watsons member who accumulated RM1,000 in annual spending (excluding e-pay & Touch 'n Go reload) from 1 Jan 2025 to 31 Dec 2025 at any Watsons store nationwide and Watsons Online are entitled to Watsons Elite membership.

Question 23

How to enjoy monthly free delivery for Watsons Online purchase?

Accepted Answer

Visit www.watsons.com.my/elite-benefits for the monthly Watsons Elite Online Free Delivery promo code. Key-in the promo code during online purchase. Each promo code can be redeemed once only. The promo code is valid within the month of issuance only.

Question 24

How to enjoy Watsons Elite Birthday Month 1st Purchase 10x Point?

Accepted Answer

Within the qualification period, shop with Watsons card with elite status during birthday month to enjoy. 10x Points will only be awarded to the first purchase made on birthday month. Points awarded will be credited to member’s account after 2 working days. (Points awarded will not be reflected on the receipt)

Question 25

What is Watsons Elite?

Accepted Answer

Watsons Elite is a membership status that could enjoy exclusive Watsons & merchant privileges and rewards.

Question 26

Why can’t I enjoy full Watsons elite privileges & rewards?

Accepted Answer

Full Watsons Elite privileges and rewards are only applicable to qualified Watsons members who activated his/her member card with full and accurate personal and contact details. Please visit our member portal (www.watsons.com.my/login).

Question 27

Will I receive an additional physical card if I qualified for Watsons elite?

Accepted Answer

No additional physical card will be issued for Watsons elite membership, you may enjoy Watsons elite privilege and rewards by your current Watsons Member card.

Question 28

Are there any privacy protection measures for my personal information submitted online?

Accepted Answer

All personal data submitted will be kept highly confidential and secured. Your contact information will be used solely by Watsons for promotional purposes only.

Question 29

Do you store my personal information on the card?

Accepted Answer

No, the Watsons Member Card does not store any information of the Card member.

Question 30

Are points granted according to the total amount settled in each purchase or the aggregated amount of several purchases?

Accepted Answer

Points earned are based on the total amount settled in each purchase. Accumulation of receipts for points issuance is not allowed. For example, if you spend RM8.50 for a certain purchase (8 points earned), and after the transaction is settled, you spend RM8.50 for another purchase (8 points earned), the total points accrued from the two purchases should be 16 rather than 17.

Question 31

How do I earn points?

Accepted Answer

You get 1 Watsons Point for every RM1 spent. You can fast-track your point’s accumulation by purchasing selected products with 5x or even 10x points multiplier.

Question 32

What is the minimum point redemption?

Accepted Answer

Points must be redeemed in minimum blocks of 10points = RM0.05 with no maximum limit.

Question 33

What can I do with the points earned?

Accepted Answer

Points can be redeemed in your next purchase at Watsons at the conversion rate of 200 points = RM1.
Points used to redeem vouchers or products via W Rewards - Watsons redemption centre via WatsonsMY App

Question 34

What products can I redeem with my points?

Accepted Answer

Points accrued may be redeemed as cash equivalent in your next purchase of any item at Watsons stores & Watsons Online, or W Rewards.

Question 35

How do I earn my birthday bonus points?

Accepted Answer

The birthday benefits can only be utilized one day after you activate your Watsons Member Card. During the month of your birthday, you can enjoy 5X bonus points, which is a one-time benefit on your first purchase that month. Birthday bonus points are credited to your account the next working day and are not reflected in real time on your transaction receipt.

Question 36

Do points expire on the Watsons Member Card?

Accepted Answer

Yes. Watsons points expire every two 31 Decembers.

Question 37

Is it possible to merge the points accumulated in the two Watsons Cards owned separately by me and my friend?

Accepted Answer

The Watsons Card is designated for individual use by the respective Card Member only. No merging or transfer of points from different Watsons Cards is allowed; however, the transfer of points under “Share points feature” between different Watsons Cards is permitted.

Question 38

May I share my Watsons Card with others for member benefits?

Accepted Answer

We do not encourage sharing of your Watsons Card to prevent cases of misappropriation of use.

Question 39

What if I forgot to bring my Watsons Member Card upon purchase?

Accepted Answer

Just provide your registered mobile phone number to our cashier to enjoy all member-exclusive benefits and accumulate bonus points.

You may redeem points at Watsons stores during purchase by presenting your Watsons Club member card or QR code from the Watsons App at the cashier. For online purchases, you can redeem points on the checkout payment page by entering the amount of points to redeem. Each 200 points can be redeemed for RM1.

Question 40

Can I perform a reload on my Watsons Touch ‘n Go Member Card?

Accepted Answer

Yes, you can reload your card at selected Watsons stores only with no reload fees.

Question 41

Is all Watsons Member Card come with Touch ‘n Go NFC feature?

Accepted Answer

Selected Watsons Member Card come with Touch 'n Go NFC feature.

Question 42

Where can I apply for a Watsons Membership?

Accepted Answer

You may apply for the Watsons Club Card at any Watsons’ outlets OR join E-member (e-Card) at https://www.watsons.com.my/register/main.

Watsons Club e-Card for only RM10.
You can also join the Watsons Club membership in any of our stores. We offer the Watsons Club Membership Card for only RM20, and with the TnG feature, it will be RM25.

Question 43

Will I be able to enjoy all member benefits instantly upon sign-up?

Accepted Answer

Yes, you may start accumulating points immediately. However, to redeem the points accumulated and to enjoy 5X points in your birthday month, you will need to activate your Watsons card as soon as possible via watsons.com.my.

Question 44

When will I receive 1,000 points after activation?

Accepted Answer

You will receive the activation points within 24 hours.

Question 45

How can I deactivate my Watsons membership/online account? Can I activate my account again if it has been deactivated?

Accepted Answer

If you wish to deactivate your account, you will not be able to enjoy all the members’ benefits. However, you can only reactivate it within 3 years from the last transaction year.

If you are not a Watsons Member but have previously created an online account and would like to deactivate it, please send in your request through https://www.watsons.com.my/contactUs

Question 46

How much does it cost to upgrade from Watsons e-Member to Watsons Card Member?

Accepted Answer

E-members are required to purchase Watsons Non TNG Physical card at RM20 at any Watsons’ outlets and perform card merging via customer service.

Question 47

Where is the W Rewards Centre?

Accepted Answer

Log in to the Watsons App, go to the ‘My Account’ tab, and click on ‘W Rewards’.

Question 48

Is W Rewards for members only?

Accepted Answer

Yes, W Rewards is exclusively for Watsons Club members only.

Question 49

How to know the voucher is successfully redeemed?

Accepted Answer

A 'redemption successfully' message will pop up after the member confirms and agrees to use the points to redeem the voucher.

Question 50

Where to view the voucher after redeemed?

Accepted Answer

Watsons App > My Account > W Rewards > My Rewards

Question 51

How to use the voucher after redeeming the voucher?

Accepted Answer

Go to ‘My Rewards’, select the voucher you are willing to use, and show cashier the QR code.

Question 52

How many vouchers can be used for one transaction?

Accepted Answer

Only one voucher allows for one transaction.

Question 53

How to know the voucher is successfully used after the cashier scan the QR code?

Accepted Answer

Voucher will fall to ‘Used/Expired' tab after being redeemed.

Question 54

Where does the voucher go after the voucher code used?

Accepted Answer

Watsons App > My Account > W Rewards > My Rewards > 'Used/Expired' tab

Question 55

Why will my voucher appear in ‘Used/Expired’ tab after opening the QR code?

Accepted Answer

Once you open the voucher QR code, the voucher automatically falls to the ‘Used/Expired/ tab, but the QR code is still valid.

Question 56

How to know the voucher still valid?

Accepted Answer

Contact customer service.

Question 57

What will happen to my voucher if it expires?

Accepted Answer

The voucher cannot be use after the expiration date.

Question 58

Any term & condition for W Rewards voucher?

Accepted Answer

Yes, you may refer the voucher details and https://www.watsons.com.my/promo-promotype.

Question 59

How do I get or collect eStamp?

Accepted Answer

Members get to collect 1 eStamp with any purchase above RM40 in a single receipt or transaction in store or online.

Question 60

Is this eStamp campaign for members only?

Accepted Answer

Yes, this eStamp campaign is exclusively for Watsons members only.

Question 61

Where can I check my eStamp?

Accepted Answer

Members can check their eStamp via Watsons App following the steps: Go to My Account > Select eStamp banner > Tab on the eStamp icon > view the eStamp page.

Question 62

Where can I redeem my eStamps?

Accepted Answer

You may redeem the eStamp via Watsons App or the Watsons website. Go to My Account > Select eStamp banner > View the products featured in the campaign > Select product & add to cart > Checkout.

Question 63

What will happen to my eStamp after the campaign ends?

Accepted Answer

The unused eStamps that members have collected within the campaign period will be removed after the campaign ends. The collection of new eStamps will start, replacing the ended campaign.

Question 64

I purchased RM40 in store, but eStamp is not reflected in App.

Accepted Answer

eStamp will usually reflect in few minutes after in store purchase, if there is no eStamp reflected after some time, please contact Customer Service for further assistance