Frequently Asked Questions
Our Brand & Product Origin
- Where is the product made from?
Suzuran Baby products are proudly made in Shanghai. Our products are certified with OEKO-TEX®, ISO 9001 and ISO 13485 as proof of our commitments and dedication to excellent product quality, safe and free from harmful substances.
- Where is the brand from?
Suzuran Baby is thoughtfully designed in Japan.
About Suzuran Baby's Products
- Is it safe to clean my newborn’s mouth with Wet Cleaning Cotton?
Yes, it is safe to use Wet Cleaning Cotton to clean your baby’s mouth from 0-month onwards. Wet Cleaning Cotton is made from 100% Japan Medical Use Standard Absorbent Cotton and contains 100% purified water with no added additives or chemicals.
- Can I clean my baby’s mouth with Gauze Handkerchief?
Yes, you can. However we advise parents to take extra precautions and be very gentle when cleaning your baby’s mouth with handkerchief to prevent bleeding.
Alternatively, we highly recommend parents to use Wet Cleaning Cotton as the much gentler option to clean your baby’s gums, tongue, and oral cavities. It is made from 100% Japan Medical Use Standard Absorbent Cotton, contains 100% purified water, and is sterilized to ensure it is gentle and safe for your baby.
- Can I clean my baby’s mouth using Antibacterial Cut Cotton?
We do not recommend it. We highly recommend parents to use Wet Cleaning Cotton to clean your baby’s gum, tongue and oral cavities. Wet Cleaning Cotton is made from 100% Japan Medical Use Standard Absorbent Cotton, contains 100% purified water, and is sterilized to ensure it is gentle and safe for your baby.
- Can I use Antibacterial Cut Cotton to clean my baby’s face?
Yes, absolutely. You can wet the Antibacterial Cut Cotton with lukewarm water to clean your baby’s face. Our Antibacterial Cut Cotton is thick, soft and non-allergenic. It is ideal for baby with sensitive skin or allergies.
- Can I clean and wipe my baby with Antibacterial Cut Cotton during bath time?
We do not recommend it as soaking Antibacterial Cut Cotton in the water for too long will risk losing its structure and causing it to disintegrate in water.
We recommend parents to use our Gauze Handkerchief to clean and wipe your baby during bath time. It is ultra-lightweight and highly absorbent, hence making it ideal to use as a washcloth and clean hard-to-reach areas such as the baby’s neck.
- Can I choose the colours of the handkerchief?
All Suzuran Baby products are sterilized with high steam pressure, hygienically packaged and completely sealed to maintain sterile nature of the products. Therefore, you are unable to choose the colours of the handkerchief.
- Can I let my baby (below 2 years old) wear face mask?
Our Junior Face Masks are suitable for child 2 years old and above.
Please note that children below 2 years old should NOT wear a mask as:
- They have smaller airways, so breathing through a mask is harder for them.
- If it's hard for them to breathe and they can't tell anyone or take the mask off by themselves, they could suffocate.
Wearing face masks for children below 2 years old will be at parents’ own risks. Refer to MOH guidelines here.
- How many times can Suzuran Antibacterial Gauze Face Mask be washed?
There is no specified frequency on how many times you can wash or reuse our Antibacterial Gauze Face Mask, as it depends on how you wash and care for it. If you notice that the gauze cloth starts to thin / tatter / torn, then it’d be best to stop using it and replace it with a new one.
- Do I need to wash the new cotton gauze fabric first before use?
It is not necessary as the fabric has been sterilized with high steam pressure prior to packaging. Therefore, it is safe to use straight from the pack.
If you prefer an even softer touch and feel, you may choose to wash the new cotton gauze fabric first as it will help soften the fabric. The fabric gets softer after each wash.
- What is the best way to care for the cotton gauze fabric?
It is easy and simple to care for our cotton gauze fabric. You can choose to hand wash or machine wash with gentle cycle or low spin with baby / mid detergent. Lastly, hang dry under the sun.
- Do you have booties?
Currently, we do not offer baby booties. You can check out our Baby Daily Wear series here.
- Do you have nappy cloth or swaddle blanket?
Currently, we do not offer nappy cloth or swaddle blanket. Stay tuned to our latest additions by subscribing to our newsletter.
- Can I include a personalised message if I am sending it as a gift?
Yes, you can include a personalised message by purchasing a gift card on our website. Include your personalised message under order note upon checkout and we will handwrite the gift card for you. Buy gift card here.
Gift card message personalisation service is exclusive for purchase on website only. This service is unavailable for orders from Shopee and Lazada.
Orders & Shipping
- What countries do you ship to?
We ship to Malaysia, Singapore, Australia, Brunei, India, Indonesia, Philippines, Vietnam, United States, United Kingdom and Thailand only. If you wish to ship to other countries, kindly contact us for shipping rates. Please note that we do not ship to China, Taiwan, Japan, Hong Kong and Macau.
- How do you ship and how long do they take?
All orders placed Monday - Friday before 12pm will be shipped within 24 hours. All orders placed after the cut off time will ship the following business day.
West Malaysia: 2 - 3 working days
East Malaysia: 3 - 5 working days
Internationl: 3 - 5 working days
- How much does shipping cost?
Shipping costs will be displayed in Malaysia currency (RM) at checkout and shipping costs vary depending on the country. You may refer to our Shipping Policy.
- Will I be charged taxes and import duty for my parcel?
Our retail prices and shipping charges exclude any local customs duties or taxes. Customs duties and taxes are additional fees charged by local authorities and vary country to country. Customer is responsible to pay any incurred tax and import duties imposed by local custom. Read more info here.
- Can I cancel or change an order?
No. We are unable to cancel or make changes to orders. Hence, please confirm all the details and pricing before you make any payment.
- How do I track my order?
You’ll receive a shipping confirmation email that includes your tracking number once your order is packaged at our warehouse. Tracking links generally need 48–72 business hours to be updated with tracking information.
- What if my order arrives damaged, incorrect, or is missing an item?
Please send us an email at firstname.lastname@example.org within 48 hours upon receiving your package with the following details:
1. Order number (eg. #1234)
2. Mobile number
3. Photos or video of the damaged/defective item(s)
4. Photo of packing list
- What forms of payment do you take?
In Malaysia, we are using iPay88 payment gateway that supports Visa, Mastercard, Major Malaysia Banks Online E-debit, FPX, MEPS Cash, Mobile Money and more. We also accept Atome payment, buy now pay later.
International customers please choose to pay with Paypal.