Frequently Asked Questions

Get all your questions answered here!

General FAQs

  • Why do I still get a reaction from certain cosmetics even though they're advertised as 'hypoallergenic'?
    • 'Hypo' means ‘less' so though there may be fewer irritants, they're all not completely absent. Generally, the term ‘hypoallergenic' is beauty industry shorthand for ‘fragrance free', which is always a good idea for sensitive skin.
  • What's the difference between a sensitive reaction and an allergic one?
    • Excellent question because people often confuse the two. A sensitive reaction only occurs on the area of application, is dose dependent (that is, substance amount has a direct relationship with the reaction), and manifests immediately. An allergic reaction, however, elicits a systemic response that may occur all over the body and can be triggered even by the smallest amount. An allergic reaction often has a delayed onset as well.
  • Why do I have dark spots left over from healed blemishes?
    • These are called hyperpigmentation resulting from post-inflammatory response and are caused by the inflammation that assaulted the skin. Discoloration can range from red to dark brown, depending on your skin tone, and can take weeks to fade.

      As a blemish heals, excess pigment is generated in the area where the trauma occurred. These superficial pigmented scars will heal faster with the help of anti-inflammatory ingredients such as zinc, black cohosh, licorice and green tea contained in some acne treatments. Products high in Vitamin C are also ideal to fade unwanted pigmentation. To prevent hyperpigmentation in the first place, use SPF 15 sun protection on exposed areas (or those covered only by sheer fabrics) and reapply throughout the day.
  • Are freckles and sunspots dangerous?
    • In and of themselves, no, but they are post-inflammatory hyperpigmentation and an indication that sun damage has occurred. No baby is ever born with freckles. Even the faintest sprinkle of freckles over a child's nose is an indication of sun sensitivity. Those who are prone to it, and natural redheads in particular, are extremely vulnerable to other photo damage and skin cancer, and need to take extra sunscreen precautions throughout their lives. Though it may not be apparent to the naked eye in the beginning, photo damage (which will later manifest as freckles and or sun spots) shows up if we look through a special lens.
  • I have normal skin but I still get some pimples before my period. Why?
    • Acne can be hormonally triggered which is why so many women even those who have clear skin the rest of the month break out before their periods. If you do experience monthly flare-ups, try switching to acne products during that vulnerable premenstrual week.
  • Why does your skin begin to lose firmness and elasticity as you get older?
    • As you grow older the strong hollow elastin fibers in your skin that keep your skin firm take on what is often described as a ‘moth eaten' appearance. The fibers also gradually thicken and curl. Normally, elastin fibers reach out to each other with delicate branches. With age, however, they become tough and disorderly and finally degenerate into a tangled mass. As the fine elastic fibers become rigid and thick, the skin looses its elasticity. The elastin fibers become like a bunch of rubber bands that have become dried out and old at the bottom of your desk drawer. There is still the same number, but they do not stretch as far or snap back as quickly, and they break apart easily. These changes in elastin occur in everyone, but in skin that is exposed to UV radiation from the sun, the elastin is very distorted.
  • Are tanning beds a good alternative to the sun?
    • According to the American Academy of Dermatology, frequent visits to tanning salons increase your exposure to ultraviolet radiation as well as your risk for skin cancer. 10 or more exposures in a tanning bed in the course of 1 year can increase your risk of melanoma by 7.4 times. UVA radiation (the aging ray) goes into the dermal layer where collagen and elastin fibers are located. These rays are out all year long and can penetrate glass. These are the rays in tanning beds. It's this "aging" ray that breaks down the supportive layer of the skin contributing to deeper lines, wrinkles and loss of skin tone. The only safe way to achieve a tan is by using a self-tanner. Self-tanners have come along way. They no longer streak, smell like chemicals or leave your skin looking anything less than sun-kissed glow.
  • What exactly does the hormone estrogen do for the skin?
    • Estrogen keeps skin soft, firm, and supple by encouraging collagen production and reducing the potential for acne breakouts. Collagen and the elastic fibers that make up skin's structural support are responsible for skin thickness and resiliency. Reduced collagen leads to skin fragility, thinness, wrinkling, and, sagging.
  • I am never in the sun, why should I wear a sunscreen?
    • Well, here are some things you may not know about exposure to the sun:

      • UVA is present every season throughout the year (these are the rays that cause the environmental signs of aging). Cloudy days don't hide UVA rays. The worst exposure can be through clouds.

      • UVA penetrates through glass: sitting by a window or driving a car can cause damage to your skin. Fluorescent lights in your office and computer screens also may emit damaging UV rays.

      • The harmful effects of radiation build up over a lifetime. This means that you might not see the damage now, but it will be visible as you age.

  • Why do I need special products for the eye area?
    • There are two reasons to wear products made for your eye area. First, topical eye products are formulated so that they don't irritate the eyes or the thin skin surrounding it. Second, because the eye area has few, if any, oil glands of its own, it requires more intense hydration than anywhere else on the face.
  • What is an SPF, and how do I know how many hours of protection I am getting?
    • A specific SPF indicates how much longer a person's skin can be exposed to UVB before developing a burn. For example, if you can stay out in the sun for 8 minutes without getting red, and you use an SPF 15, you can now stay out in the sun for 120 minutes (8 X 15 SPF) before developing a burn. Keep in mind, this is a general number, some people will burn faster. Tip: Always apply sunscreen 30 minutes before sun exposure.
  • Are sunglasses beneficial for the skin around my eyes?
    • Yes, but only if the lenses have strong UV filters on them. Sunglasses help prevent squinting which contributes to crow's feet which is why wraparound lenses are the best. Be aware however, though UV lenses offer partial protection from damaging rays, they can't do the whole job so you'll still need to wear an SPF for the eye area.
  • My skin always looks awful (and I feel awful too) after I fly. What should I do?
    • There are a number of things you can do to help jet lag for both your skin and your system:

      • Avoid foundation makeup for the duration of the flight.

      • Before boarding apply hydration boosting moisturizer with plenty anti-oxidants and ceramides and an SPF.

      • Every hour in flight, mist skin with water and reapply moisturizer.

      • Drink plenty of water (at least 8 oz. for every hour in the air) during the flight to combat dehydration. Bringing your own bottled water is a convenient way to make this easier.

      • Avoid alcohol, caffeinated beverages, and sodas that all cause dehydration.

      • Bring your own meal. Airplane food is laden with empty calories, salt (which will leave you bloated and puffy), sugar, hydrogenated fats, and preservatives. Pack your own tasty and healthy alternative.

      • If you can sleep on the plane, do it. If you can't, relax and don't worry.

  • Does stress affect your skin?
    • Absolutely! Remember to take time for yourself. Stress can have physiological effects on the body, including stimulating a hormone, which can encourage the sebaceous glands to produce more oil, increasing the chances of breaking out. Stress can manifest itself in our skin even three months after we experience the stressor. It is important to do things daily that reduce stress such as, relaxation activities, exercise, and sleep.
  • How can I decrease my pore size?
    • Unfortunately, pore size is genetically determined. By using a good skincare regimen with daily exfoliation, hydration, anti-oxidants and anti-inflammatories, your pores will definitely appear smaller.
  • Are diet and nutrition important factors in the health of my skin?
    • Absolutely! Overall proper nutrition is still an important tool for the health of your skin. It is important to drink lots of water and eat plenty of fresh fruits, vegetables and nutrient rich foods to maintain the health of your skin. Supplements can also help benefit your skin. As you may already know, there are so many factors that exist today that didn't exist several years ago. Today's population is exposed to so much more environmental damage such as smog, stress, smoke, chemicals, and other pollutants. Nutritional needs have changed as well. Often times your will not get all the nutrition your skin needs with your average daily intake of food. Most people need additional supplementation to provide skin with the nutrients it needs to stay balanced and healthy.
  • How does water relate to skin health and appearance?
    • Through his research in The Science of Cellular Water™, Dr. Murad has conclusively demonstrated that the key to youthful good health and appearance is the ability of each cell, in your skin and throughout your entire body, to hold the water it needs to function optimally. That’s why he recommends topical care to improve the strength of your skin as a moisture barrier and recommends Internal Skin Care® to help your body build strong, water-tight cell membranes.

Online Purchasing

  • How do I start buying from www.murad.com.my?
    • You can start shopping with us immediately by adding items to the shopping cart as soon as you visit our website. But to complete the order, you’ll have to register with us and sign in to the website.

      By registering, you’ll be able to view your current order status as well as your past purchase history.
  • I did not receive the activation email?
    • The activation email would have been sent within a few minutes after registration.

      Please also check your spam folder to see if the email is in there. Otherwise, you can email register@murad.com.my for immediate assistant.
  • What should I do if I’ve forgotten my password?
    • Don’t worry. Click on the “Forgot Password” link on the Sign In page and enter the email that was registered with us and we’ll send you instructions on how to reset your password.

Shipping & Delivery

  • How long does it take to deliver the products?
    • It’ll take about 3-5 business days after your purchase have been confirmed for the products to be delivered to you

      If you need it to be delivered any faster, you can choose Priority Shipping, which will take only about 1-2 business days
  • How much does the shipping cost?
    • We will be giving FREE shipping nationwide in Malaysia and also to Brunei

      For Priority Shipping, we’ll charge a standard RM25 rate.
  • Do you ship outside Malaysia?
  • How do I check my order status?
    • You can check your order status by logging into Murad.com.my and view your latest order status as well as your previous purchase history

      Alternatively, you can email to order@murad.com.my and our customer service will advise you.

Product Return

  • How can I return a defective product?
    • We offer a 30-day money back guarantee (from received date) for defective products. E.g. (Faulty pump, discoloration)

      Email your intent for a product return to wecare@murad.com.my. Once we’ve confirmed the defect and approved your return request, please ship the product(s) back to us and we’ll refund you the return shipping cost as well as deliver you the replacement product(s).

      To return your products, please send the whole product(s) back with its packaging to: -

      Murad Cares
      5, Jalan SS4C/5
      Taman Rasa Sayang
      47301 Petaling Jaya
      Malaysia

      The estimated refund time is
 between 10-15 business days from the receipt date.
  • Can I exchange a product that I find is not suitable for my skin?
    • Unfortunately we do not offer any product exchange for skincare products.

      If you’re a first time Murad customer, we highly recommend you to either visit the nearest Murad Salon to get a skincare consultation or write to us at wecare@murad.com.my, so that we can recommend a suitable product for your skin type.

      Also, we’ll be giving Free Samples away for every order. So, let us know what you want to sample for your next purchase and you can try it out first before putting in your next order.

Unauthorized Resellers

  • Why buy from www.murad.com.my?
    • We are the authorized Malaysia distributor appointed by Murad Inc to distribute genuine Murad products

      Our products are backed by Murad manufacturer’s limited warranty. Should you face any issues with the products, you can return the product(s) to us with a 30-day guarantee.

      All our products are guaranteed to carry a full (1) year expiry. We do not ship out products that are close to expiry. This is to ensure that our product(s) performs its best when you receive it from us.
  • How would I know if the product is genuine?
    • Beginning January 1, 2009, authentic Murad products bear a seal with a state of the art, currency
 grade hologram.

      When tipped, three patterns composed of elements of the Murad logo will be visible
 on the seal.

      To avoid counterfeit goods and to enjoy the safety, quality and performance of Murad 
products, always look for the Murad seal. Each seal also includes a unique code number that will soon
 enable you to access “best used by” information at Murad.com. Please avoid Murad products that 
have defaced seals or otherwise tampered packaging.

      Click here to see how the seal looks like

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