Q: Head Office

Wats on's Personal Care Stores Sdn Bhd 19th Floor, Wisma Chuang, 34, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia. 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 (Visa and Mastercard)
Watsons Member Points
e-Coupon & e-Voucher
Internet Banking
E-wallet (Boost, GrabPay & Touch N Go)

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)
Watsons Member 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 Member Points Redemption”. Your reward points will be shown under “Input Amount”. There will be 2 rewards points stated:
- Reward Points collected
- Amount in RM on your total reward points collected

e-Coupon & e-Voucher
These offers exclusive discount or promotion. You will need to key-in the valid code received at “Secure Checkout” page under “Promotion Code”.
You can also redeem using both Promotion Code & Reward Points during check-out.
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 Online 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.
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 if the item I wanted/ordered, is out of stock?

Accepted Answer

If the free gift are out of stock, we will ship as partial without free gift.
Order out of stock: due to stock shortage we are not able to deliver your order within 7 days. Your order will be cancelled and refunded accordingly

Question 4

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 5

Can I collect my order from the Watsons stores?

Accepted Answer

Yes, you can select click & collect service to pick up your order from your favourite Watsons physical store. You can select the preferred store during the checkout process.

Question 6

Customer Service Hotline

Accepted Answer

1 300 880 847

Question 7

For Marketing, Partnership & Corporate Enquiries

Accepted Answer

hello@watsons.com.my

Question 8

Email Address

Accepted Answer

hello@watsons.com.my

Question 9

Head Office

Accepted Answer

Watson's Personal Care Stores Sdn Bhd
19th Floor, Wisma Chuang,
34, Jalan Sultan Ismail,
50250 Kuala Lumpur,
Malaysia.

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

Question 10

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 11

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 12

How do I request for return/exchange my product?

Accepted Answer

Kindly reach out to our Customer Service at 1300 880 847 or email to hello@watsons.com.my to report on the products upon 3 days of receiving the goods.

Question 13

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

Members will auto-upgrade to Watsons Elite membership status in the first day of the following month upon qualification and the membership status is valid until 31 December 2022
Eg. Watsons Card Member success to accumulate RM1,000 annual spending on 15 March 2022, he/she will be upgraded to Watsons Elite membership status starting 1 April 2022 and enjoy Watsons Elite privileges and rewards* until 31 December 2022. (Qualification Period: 1 April 2022 – 31 December 2023).

Question 14

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 member account after 2 working days. (Points awarded will not be reflected on the receipt)

Question 15

How to enjoy monthly Watsons Elite offer & promotion?

Accepted Answer

Refer 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 elite status Watsons Member card to enjoy.

Question 16

How to qualify as Watsons Elite?

Accepted Answer

Watsons member who accumulated RM1,000 annual spending (excluding e-pay & Touch 'n Go reload) from 1 Jan 2022 to 31 Dec 2022 at any Watsons store nationwide and Watsons Online are entitled for Watsons Elite membership.

Question 17

How to enjoy monthly free delivery for Watsons Online purchase?

Accepted Answer

Visit www.watsons.com.my/elite-benefits for 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 18

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 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 19

What is Watsons Elite?

Accepted Answer

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

Question 20

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

Accepted Answer

Full Watsons Elite privileges and rewards 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) or call-in 1300-880-847 to update your personal information.

Question 21

Will I receive 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 22

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

Accepted Answer

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

Question 23

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 24

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

Accepted Answer

Yes, you can reload your card at any Watsons outlets nationwide with no reload fees.

Question 25

Do points expire on the Watsons Member Card?

Accepted Answer

Yes. Watsons points expire every two 31 Decembers. For example, points earned in October 2021 will expire on 31 December 2022, while points earned in February 2021 will expire on 31 December 2022.

Question 26

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 27

Does my Watsons Membership have a validity period?

Accepted Answer

Your Watsons Membership has no validity period. However, you must perform a minimum of 1 (one) Touch ‘n Go transaction in a year to ensure that the Touch ‘n Go function stay activated. Otherwise, the Touch ‘n Go function will be disabled. To re-activate it, please visit any Touch ‘n Go Hub.

Question 28

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 real time on your transaction receipt.

Question 29

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 30

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

Accepted Answer

Selected Watsons Member Card come with Touch 'n Go feature, you may identify via bottom right corner Touch 'n Go logo on your card.

Question 31

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.

Question 32

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

Accepted Answer

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

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. You may also keep accumulating points through several purchases and redeem goods of higher value at a later time.

Question 34

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. Redemption of points can only be made with your physical card present to safeguard your interest or simply redeem upon check-out via Watsons Online store.
Or you can simply open your app and click on the Watsons Card icon on the top left for your member ID and QR code

Question 35

What is the minimum point redemption?

Accepted Answer

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

Question 36

Where can I apply for a Watsons Membership?

Accepted Answer

You may apply for the Watsons Card at any Watsons’ outlets at RM20 for new sign-up and join E-member (cardless membership) at https://www.watsons.com.my/register/main at RM10.

Question 37

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 or contact Watsons Customer Service Hotline at 1300 880 847.

Question 38

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 & eStore.

Question 39

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

Accepted Answer

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

Question 40

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

Accepted Answer

If you are a Watsons Member, do note that Watsons Membership is a lifetime membership with no annual renewal fees which allows you to earn & redeem points for every purchase, enjoy members’ benefits & more.

If you wish to deactivate your account, you will not be able to enjoy all the members’ benefits.

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 .

Please note that the deactivation process for both Watsons membership and online account is irreversible. If you would like to enjoy the Watsons membership benefits or shop on Watsons Online again in the future, you would need to sign up for a new account.

Question 41

How do I change my password?

Accepted Answer

Log on to your Member account via watsons.com.my, and click on ‘Change Password’ from the left side menu bar. The system will prompt you to enter your old password as well as new one. A confirmation will be given if your new password is changed successfully.

Question 42

How do I complete registration form?

Accepted Answer

The fields highlighted with a red * asterisk are compulsory fields. Please ensure that you have filled in the details to complete the registration process.

Question 43

How do I check my current points balance on my Watsons Member Card?

Accepted Answer

Points earned after every purchase are reflected real time on your transaction receipt. Points that are not reflected at the point of purchase will be updated the next working day. You may also log on to your Member account via watsons.com.my, and click on ‘Points Balance/Transaction’ from the left side menu bar.

Question 44

How do I register / Activate my Watsons Member Card?

Accepted Answer

To enjoy full member benefits such as point redemption for items or to offset your purchase amount, you should register/ activate your card at https://www.watsons.com.my/activateyourcard.

Question 45

How do I update my member details?

Accepted Answer

Log on to your Member account via watsons.com.my, and click on ‘Update Details’ from the left side menu bar. If you encounter problems changing your data, please contact Watsons Customer Service Hotline at 1300 880 847.

Question 46

How do I transfer points from my lost card to my new replacement card?

Accepted Answer

Please contact Watsons Customer Service Hotline at 1300 880 847 to report the lost and to transfer your points balance to your new card.

Question 47

I do not have an email address.

Accepted Answer

A valid email address is required for account maintenance and we encourage you to sign up one from the many choices of service providers available online. If you do not have an email address, please contact Watsons Customer Service Hotline at 1300 880 847 for assistance.

Question 48

What if I forget my card password?

Accepted Answer

Go to login page and click ‘Forgotten Details’, you can either input your registered email or card details to reset your password. If the email address you gave us is no longer in use, please contact Watsons Customer Service Hotline at 1300 880 847 for assistance.

Question 49

There is a delay in receiving an SMS.

Accepted Answer

Due to high volume of activation that is taking place at the same time, please wait for 2 minutes before clicking the “Resend” link. If this attempt fails, please call Watsons Customer Service Hotline at 1300 880 847.

Question 50

What should I do if I lost my Watsons Member Card?

Accepted Answer

Log on to your Member account via watsons.com.my and click on ‘Card Loss’ on the left side menu bar. Alternatively, you may also contact Watsons Customer Service Hotline at 1300 880 847 to report the lost.

Please note that all points’ redemption and accumulation, privileges and benefits will be suspended. Your points balance will be automatically transferred to your new card upon replacement and activation.

At the same time, please report to Touch ‘n Go Customer Service at 03-2714 8888 to block and protect your card balance, as well as to facilitate the refund.

Question 51

Click & Collect

Accepted Answer

1. For Click & Collect orders, there will be no refund in cash to customer through store cashier. The refund will be done via the same mode of payment. If the mode of payment is through Watsons points and credit card, the refund will be made through Watsons points and credit card.

2. In circumstances, there is damaged, expired or different product upon customer collection, please reach out to our Customer Service at 1300 880 847 or email to hello@watsons.com.my. For more information, kindly refer to https://www.watsons.com.my/return-exchange.

FAQ