E-COMMERCE POLICY

Welcome to Isetan Of Japan Sdn Bhd, I Online K.L. Shopping

1) Terms & Conditions

All products sold by Isetan (I-Online) are bound by the following Terms & Conditions. By accessing this website you confirm that you have understood and agree to be bounded by the terms and conditions, which are subjected to modifications and amendments at any time and date without prior notice.

In these Terms and Conditions, the following expressions shall have the following meanings:

  • “Customer” means you and all living persons who purchase Products through this website;
  • “Isetan” means Isetan of Japan Sdn Bhd (75382-X); and
  • “Product/Products” shall refer to items or items offered for sale by Isetan on this website.

The Customer must be 18 years old and above, and shall complete the registration process according to Isetan’s requirements as stated on this website. The Customer ensures that all information he/she is required to provide is at all times true, current, complete and accurate.

The Customer agrees to reveal all information provided to all staff, agents, representatives and servants of Isetan, contractors and service providers, including home delivery personnel and agrees to Isetan’s use of such information provided in accordance with Isetan’s prevailing Privacy Policy.

Isetan reserves the right to amend all Terms and Conditions, including charges and fees, Product prices, order and payment modes and return policy, in its sole discretion at any time and date via updating the I-Online KL website. It is the Customer’s responsibility to review the prevailing Terms and Conditions prior to submitting any order on this website.

2) Privacy Policy

Kindly view Personal Data Act 2010 here.

Isetan reserve the rights to revise the Privacy Policy at any time and date without prior notice.

2.1 Isetan Membership Points

Isetan Membership Club (IMC) Points refers to the points awarded to customers who are members of Isetan Membership Club. Isetan reserve sole rights to award IMC Points or to cancel any given IMC points at any time and date without prior notice. Isetan also reserve the rights to withdraw points given incorrectly.

IMC Points may be awarded when/if there is any on-going I-Online promotion offering points. All IMC Points may take up to 7 days to be credited to a member’s card.

3) Payment Policy

All sales transaction in I-Online is valid inside of Malaysia only. Currency of all I-Online transaction is in Ringgit Malaysia (RM).

Payment options provided are listed as below. I-Online accept payment via Visa and Master credit/debit cards and selected online banking transfer options. I-Online prioritize secure and smooth payment transaction process. For Customers opting for Visa/Master credit cards, Customers are strongly advised to register their phone numbers with their credit card issuing banks in order to obtain 3D secure password/pin from the following Malaysia credit card issuing banks to complete payment at I-Online:

AllianceBank Bank Islam CIMB Bank / Direct Access
EON Bank Hong Leong Bank HSBC Bank
Maybank MBF Public Bank
RHB Bank    

Refunds for Product(s) purchased under any promotional offer will be based on the terms of the promotional price. Any special request from the Customer for refund or exchange may require physical visit to the designated Isetan stores, at the Customer’s own cost and expense.

Change in payment mode is not possible after submission of order by the Customer.

Currently, Isetan Gift Voucher, Rebate Voucher, Parking Voucher or coupon of any kind are not accepted as a form of payment for I-Online purchases until further notice.

4) Product Policy

4.1 Availability

Products featured in I-Online are subjected to terms and conditions. Products offered are sold based on first come first served basis. Any pre-order or late orders (after items are not available) will not be entertained unless prior to announcement by Isetan.    

4.2 Discrepancy

Due to various medium which this website can be accessed and viewed, discrepancy in color, size description and item description may vary from the website and the actual product. Products featured on this website are portrayed, photographed and described as accurate as possible to the actual products for smoother shopping experience.

5) Product Consumption Policy

5.1 Alcoholic Beverages

Alcoholic beverages are strictly not for the consumption or purchase from the following Customer groups:

  1. Underage Customers 18 years and below;
  2. For Muslim Customers;

Isetan reserves the right to refuse purchase orders from the above mentioned customer groups. In order to retain strict control over consumption and purchase of alcohol by the above mentioned Customer groups, no monetary refund or exchange of any kind will be entertained if Customers who placed the orders are customers from the above mentioned groups.

The purchase and consumption of Alcoholic Beverages is strictly the sole responsibility of the purchasing Customer(s). Isetan is not held responsible if there are any liabilities or damages of any kind occurring due to consumption of Alcohol Beverages bought from I-Online.

5.2 Food Product

Food items featured on I-Online are not HALAL unless certified or labeled as so. Muslim Customers are encouraged to inquire for more information prior to purchasing any food items. Consumed foods are not accepted for return, exchange or compensation of any kind.

Certain food items may contain traces of nuts (of any kind). Purchase and consumption of any food product are solely the Customer’s responsibility. Isetan is not responsible for any liabilities or damages of any kind occurring due to the consumption I-Online’s food products.

Return & Exchange Policy

Return and exchange inquiries may be referred to I-Online’s Customer Service the next day AFTER from the Purchasing Date for the following scenarios:

  • Customers  have received defective product(s) or expired products;
  • Customers have ordered, paid and receive notification but did not received ordered products;
  • Customer has receive the wrong product(s): or
  • There are error(s) in the product(s) ordered by customer due to I-Online’s technical error

Re-delivery costs based on the above scenarios are borne by Isetan. The exchange and return products must be returned in its original condition, unused state. All return defective products are subjected to further inspection by Isetan.  Isetan reserves the right to reject any exchange or return products which are proven and clearly rendered defective due to Customer(s)’s negligence.

Customers are strongly advised to check the Product purchased at the time of delivery to avoid any possible dispute. All Products leaving Isetan’s distribution centre have been checked for quality and quantity accuracy.

All replacement product(s) for defective or wrong product(s) are delivered by the next earliest available delivery time slot, up to Isetan’s discretion and delivery schedule.

If the Customer has been charge more than the value of the Product advertised on I-Online, Isetan shall refund the Customer the difference.
Due to hygiene purposes, the following items are not accepted for return or exchange;

  • Opened food items
  • Undergarments or Lingerie
  • Opened or used Sundries
    (e.g Cosmetic / Skincare / Fragrance / Ear-Rings & Other items deemed ‘wearable’ and which require body contact)

Customer(s) who successfully file for refund will receive the amount paid for via the mode of payment use for purchase.

Isetan reserves the right to collect, and the Customer shall be obliged to return, a Product that was not part of the Customer's order which is delivered to the Customer by mistake.

Isetan shall not be further liable for any damage loss or inconvenience of any form suffered whatsoever arising from any discrepancy.

Delivery & Delivery Charges Policy

Delivery for all orders from I-Online is only valid within Malaysia ONLY. Delivery to Customer(s) is made to homes or offices with valid addresses.
All ordered products are generally dispatched to Customer(s) according to the Time Frame as below;

  1. Klang Valley Area: within 5 Business Working Days* for Go-You-Kiki orders ONLY.
  2. West Malaysia: within 5 Business Working Days*
  3. East Malaysia : within 7 Business Working Days*

Due to unpredictable circumstances, there are possibilities of delay in delivery which in such cases, Customer(s) will be informed regarding the delay. All products delivered are bound by the law of the country and thus is subjected to inspection by authorized bodies (i.e police, customs & etc).

All product surcharges are as below:

Condition Charge (inclusive of GST) per trip per address
Nett purchases RM 300 and above (excluding I-Services) West Malaysia : Free
East Malaysia   : Free
Nett purchases less than RM300 (excluding I-Services) West Malaysia : RM10
East Malaysia  : RM15
Nett purchases for any I-Services ONLY (any amount) West Malaysia : RM10
East Malaysia  : RM15
Nett purchase for any amount (including I-Services) West Malaysia : RM10
East Malaysia  : RM15
Cancellation fee 30% charge based on total purchase (round down)

“Working Day” refers to I-Online’s Operation days, which is from Monday to Friday except Saturday, Sunday, Public Holidays or any blackout dates imposed by Isetan. There will be no delivery service on Saturday, Sundays & Public Holidays or any blackout dates imposed by Isetan. Should the date of order falls on a Saturday, Sunday or Public Holiday, the following working day shall apply.

The Customer should notify Isetan immediately, via phone or email, of any change to delivery address and/or contact number. Isetan shall no longer be held liable if delivery is already made prior to the Customer’s notification.

Delivery of the product is made based on one to one. The receiving customer should be the purchasing customer. In the case of the customer is not available, the person residing in the same address will receive the delivery, subjected to identification via producing any document of proof (i.e valid Identification Card etc)

Subject to payment for the order being effected, where the Customer has specifically instructed Isetan to leave his delivery outside the door of the address provided, such delivery shall be at the Customer's sole risk and Isetan shall not be liable for any missing Products thereafter.

Isetan reserves the right to withhold delivery of an order if it has any doubt whatsoever as to the Customer's credit worthiness or if the payment is not effected for any reason whatsoever.

8) Warranties

To the extent fully permitted by law, all warranties, descriptions, representations or advice given as to the fitness or suitability for any purpose, tolerance to any conditions, similarity to sample, merchantability or otherwise of the Products supplied, are expressly excluded.

No agent or representative of Isetan is authorized to make any warranties, representations or statements regarding the Products and Isetan shall not in any way be bound by any such unauthorized warranties, representations or statements.

9) Variation / Cancellation Of Order

The Customer may vary or cancel the order up to the point of time prior proceeding to the payment page. By verifying the payment page means the order is being processed and the Customer has paid. After which, Isetan will impose a cancellation fee for any orders cancelled.

Cancellation must be made within 24 hours of purchase via calling I-Online’s Customer Service, +603-2382 7777 (ext: 2241)

Cancellation is subjected to case to case basis and subjected to delivery time frame. Orders which are delivered may NOT be canceled.

Isetan requires up to 7-10 Working Days to process a Canceled Order.  Payment will be made via bank checks based on the name of the purchasing name ONLY. 

Customer(s) registered to I-Online with a high frequency of Canceled Order will be black-listed or banned from purchasing via I-Online, up to Isetan Management’s discretion.

For Products on special time and/or quantity limited promotions, any amendment of quantity ordered after submission of order is subject to stock and price availability.

Isetan reserves the right to not to accept orders of any Product that may have been presented wrongly or inaccurately on the website. The decision to honor any price discrepancy is solely at Isetan’s discretion and its decision shall be final.

The prices reflected on the website are strictly meant for purchases made online only and these prices may from time to time vary from those found at Isetan stores and are also subject to change at any time. Isetan will not entertain any request for refund/exchange based on such price discrepancies.

All offers are subject to availability and while stocks last. In the event one or more Products in an order are unavailable, Isetan reserves the right to cancel the order or to proceed with the remaining order and adjust the final bill accordingly. No replacement or subsequent deliveries will be made for the unavailable Product(s).

Isetan reserves the right to decline any order it deems improper, including but not limited to unusually large quantities. In the event that a genuine order has been declined by Isetan for any reason, the Customer may contact Isetan’s Customer Service for further assistance.

10) Limitation of Liabilities

Isetan shall not be liable for any consequential, indirect or special damages or loss of whatever description nor shall Isetan be liable for any damage or loss caused by the Customer's servants, agents, buyers or other persons whatsoever.

Both Isetan and its delivery contractor shall not be held responsible for any damage or loss of Products after delivery. The Customer shall ensure that the Products are not used for any purpose for which they are not suitable and shall be responsible for using all necessary skill and care in handling and using the Products. The Customer expressly acknowledges and agrees that Isetan assumes no obligation or liability for any advice or information given with the Products and Isetan shall not be responsible for any inaccuracy or misstatement of any such information. The Customer assumes all risks connected with the use and storage of the Product.

Isetan shall not be liable to any Customer for any loss, damage incurred or inconvenience suffered in the event Isetan decline or is unable to fulfill an order for any reason whatsoever. Isetan cannot be held responsible for any inaccuracy or omission on this website.

The Customer unreservedly acknowledges and agrees that he/she assumes all risk in connection with the use of this website. Isetan shall not be liable for any direct, indirect, consequential or punitive damage or loss of profits or loss of revenue however arising from the use of, access to the website. Without limitation to the foregoing:

Whilst all attempts will be made to ensure that this website is available at all times, occasionally the website may undergo repairs, maintenance or the introduction of new services. All reasonable efforts are made to ensure that the information provided on this website is correct and up-to-date. However, Isetan disclaims all implied and/or express warranties and makes no representation as to the accuracy or completeness of any information on the website. Isetan will also not be responsible and assumes no liability for the content on the website or for anything posted on or linked to it, including, without limitation, any mistake, error, omission, infringement, defamation, falsehood, or other material or omission that might offend or otherwise give rise to any claim or complaint. Isetan website includes links to other websites or materials which are beyond its control and hence, Isetan shall not be responsible for the content of any such other external websites.

11) Customer Support

For query regarding merchandise, feedback or comments please contact at:
Email: ionline@isetankl.com.my
Contact Number: +603-2382 7777 (ext: 2241)
Office hours: 9.30am – 6.00pm (excluding Saturday, Sunday & Public Holidays)

For query regarding payment technical issues, please contact:
Email: techsupport@ipay88.com.my
Contact Number: +603-22614668
Office hours: 9.00am – 6.00pm (excluding Saturday, Sunday & Public Holidays)

THIS WEBSITE AND ALL INFORMATION CONTAINED HEREIN IS PROVIDED ON AN “AS IS” BASIC WITHOUT ANY IMPLIED OR EXPRESS WARRANTY INCLUDING ANY WARRANTY AS TO TITLE, QUALITY, MERCHANTABILITY, FITNESS FOR PURPOSE, OR NON-INFRINGEMENT. TO THE FULLEST EXTENT PERMITTED BY LAW, ISETAN SHALL NOT BE LIABLE FOR ANY ERROR OR OMISSION IN THE CONTENT OF THE WEBSITE INCLUDING ANY DAMAGE OR INJURY ARISING OUT OF OR IN CONNECTION WITH ANY ACCESS OR USE OF THE WEBSITE WHETHER SUCH DAMAGE/INJURY IS CAUSED BY FAILURE OF PERFORMANCE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE FAILURE, INTERCEPTION OF ONLINE COMMUNICATION, SOFTWARE OR HARDWARE PROBLEMS (INCLUDING WITHOUT LIMITATION LOSS OD DATA OR COMPATIBILITY PROBLEMS), THEFT, DESTRUCTION OR ALTERATION OF THE WEBSITE, WHETHER FOR BREACH OF CONTRACT, TORTIOUS BEHAVIOR, NEGLIGENCE OR UNDER ANY OTHER CAUSE OF ACTION RESULTING DIRECTLY OR INDIRECTLY