CUSTOMER FAQ

I-Online Pre-Order FAQ

  • Q1: What is I-Online Pre-Order?
    I-Online Pre-Order is a new addition to Isetan Online Shopping featuring new items available for purchase in advance, avoiding out-of-stock situations!


    Q2: How do I know if something is under I-Online Pre-Order?
    Pre-Order merchandise will only be featured under the I-Online Pre-Order page.


    Q3: I want an item badly. Can I purchase after the pre-order date?
    Unfortunately no, as some pre-order items, we would need to make advance orders with our suppliers thus we can only accept orders during pre-order period.


    Q4: How do I track my orders?
    You may track your orders in your own Member Tools pages where you will see your purchase history.


    Q5: The product image and the items received doesn’t look the same, what is going on?
    Due to the various medium which this website can be accessed and viewed from, discrepancy in color, size description and item description may vary from the website and the actual product. Products featured inside this website are portrayed, photographed and described as accurate as possible to the actual products for smoother shopping experience.


  • Q1: Does I-Online Pre-Order offer delivery service?
    Unfortunately at the moment, we only offer pick-up service for I-Online Pre-Orders at selected stores.


    Q2: Is there any delivery charge?
    Currently as all pre-orders are on pick-up basis, there is no delivery fee charged on the products. The prices you pay are the same retail price in our stores.


    Q3: Will there be any delivery services for the future?
    Currently we are negotiating and will implement delivery service for our Pre-Order campaigns in the future. We look forward for your support!


    Q4: I wrongly key in my personal information for pick-up. How can I correct it?
    You may contact I-Online Customer Support Team at +603-2382 7777 (ext: 2241), email at ionline@isetankl.com.my for correction.


  • Q1: Can I cancel my order?
    You may only cancel your order manually by contacting I-Online Customer Support Team at +603-2382 7777 (ext: 2241), email at ionline@isetankl.com.my before the pre-order campaign has end. Once the pre-order campaign has ended, no cancellation request will be entertained.


    Q2: I'm busy! I need to change the date & time of pick-up.
    You may change your date and time of pick-up 3 days prior to your specified pick-up day. However, there might also be cases which date and time options are not available for changing.


    For emergency customer support, please call I-Online Customer Support Team at +603-2382 7777 (ext: 2241), email at ionline@isetankl.com.my for further help.


    Q3: Will Isetan remind me to come collect my purchase?
    Isetan's representative should contact you via email, phone call or SMS text to remind you for collection one day prior to the collection starts.


    Q4: I forgot to pick-up my purchase, what do I do?
    Isetan's representative should contact you via email, phone call or SMS text to remind you for collection the next day after your supposed collection day.


    For emergency customer support, please call I-Online (KLCC Team) Customer Support Team at +603-2382 3206 (Ext: 3312/3313) or 012-426 3631 for any changes.


    Q5: How do refund works?
    For approved refunds, you will receive your payment via your selected method during purchase. For example, if you purchase with a credit card, we will reverse the amount to you or if you purchase in cash, you will be refunded the amount in cash.


    All refund requests must be accompanied with a valid receipt (7 days from purchase for non-perishable items and 3 days from purchase for perishable items) and the items purchased before a refund request can be considered.


    Q6: The items I purchased are spoiled when I open it, I want to return. What do I do?
    All return requests must be accompanied with a valid receipt (7 days from purchase for non-perishable items and 3 days from purchase for perishable items) and the items purchased before a refund request can be considered.


  • Q1: It is confusing! I bought non pre-order items & pre-order items but I have to pay separately?
    Unfortunately we apologize for the inconvenience caused. Currently our Pre-Order View List and I-Online Shopping Bag are of different system. I-Online Shopping Bag charges delivery fees while Pre-Order View List does not charge delivery fees. We are currently working to upgrade our system better.


    Q2: How do I pay?
    For shopping at I-Online, we offer online banking and credit cards options. Please view the supported banks here.


    Q3: Can I reserve online and pay later at the store?
    Unfortunately no. Customers are required to pay online to complete the reservation of the products.


    Q4: How do I know if my payment is successful online?
    For successful payment, you should be able to view a successful transaction pop-up and you should be able to view your order in the Customer Tool's page.


    Should you difficulties, kindly contact I-Online Customer Support Team at +603-2382 7777 (ext: 2241), email at ionline@isetankl.com.my.


    Q5: Do I get any confirmation for my orders?
    Upon payment, you should receive 2 emails, one from our partner, iPay88 which monitors your payment and from I-Online Shopping.


    Should you not receive either emails, kindly contact I-Online Customer Support Team at +603-2382 7777 (ext: 2241), email at ionline@isetankl.com.my.


  • Q1: Who should I contact?

    I-Online Customer Service
    Contact Number: +603-2382 7777 (ext: 2241)
    Email: ionline@isetankl.com.my
    Working Days: Monday-Friday (excluding Saturday, Sundays & Public Holidays)
    Working Hours: 9.30am – 6.00pm
    Issues: I-Online Merchandise Help/I-Online Website Help/I-Online Ordering Help/After Sales Support


    Isetan KLCC Operation Team (I-Service Counter, CF)
    Contact Number: +603-2382 7777 (Ext: 3312/3313) / +6012-426 3631
    Working Days: Monday-Friday (excluding Saturday, Sundays & Public Holidays)
    Working Hours: 9.30am – 6.00pm
    Issues: I-Online Ordering Help (from pick-up period onwards) / Order Pick-Up Inquiry


  • Q1: How will Isetan protect my privacy?
    We invite you to view our privacy policy here.
    Please view our Personal Data Act here.