Here's a simple guide to place an order with us:

1. Log in to your account or sign up if you don't have one.

2. Browse our online store and add item(s) into shopping cart.

3. Click the shopping cart to check your items & the quantities.

4. You can add a request under the "Add Order Note" section, such as a request for gift wrapping or including a birthday message for your order (subject to our discretion).

5. Click "Checkout".

6. Fill in your contact information and shipping address, then click "Continue to shipping".

7. Double check your details. If your order is above RM350, free shipping will automatically be applied to your order. Then, click "Continue to payment".

8. Our online store discount / promo code must be applied before clicking "Complete order". *Only one promo code per order.

9. Select your preferred payment method & make payment.

*For Credit/Debit Cards, FPX, Touch 'n Go eWallet, Maybank2u, GrabPay & Boost Wallet, please select IPAY88 first.

10. Your order with order number (e.g: #8000) will be created once payment is successful. Order confirmation email / SMS will be sent to you as well.

Yes you can! Our online store is optimised for desktop, iPad, tablet & mobile view.

Rest assured that all of our products are 100% authentic and original, as we work closely with our brands and trusted suppliers!

Not necessarily! Our store will have online exclusive promotions from time to time. These discounts will only be available online and not in our physical stores, and vice versa. Be sure to check back regularly for great deals!

Not at the moment. If there are products you would like to see on our website, do let us know via our website chatbot or email us at ec@isetankl.com.my!

We're sorry but this is not possible at the moment, as Isetan KL Online Store and Isetan outlets use separate inventory systems.

However, you can contact our physical stores to enquire. Scroll down further to the "Others" section to get our contact numbers!

We're sorry, but it is not possible to do so at the moment. However, you are welcome to register for Isetan membership at I-Club counters in our physical stores.

We're sorry, but it is not possible to do so at the moment.

We're sorry, but points accumulation for online purchases is not available at the moment.

Just click on the “Unsubscribe” button at the bottom of your email from us to stop receiving marketing emails.

Go to your Account, and click on your order from the list to check its status.

Prior to completing your checkout, you will be shown your contact information and shipping address details. Once your order number is created and given to you, amendments will not be possible, except for certain conditions. You may contact us via email at ec@isetankl.com.my or our website chatbot to enquire.

Please always review your order and personal details carefully before placing your order and making payment.

Prior to completing your checkout, you will be shown your order items and the total amount in your shopping cart. Once your order number is created and given to you, amendments will not be possible, except for certain conditions. You may contact us via email at ec@isetankl.com.my or our website chatbot to enquire.

Please always review your order carefully before placing your order and making payment.

We always aim to make sure our customers love our products, but if you do need to return or exchange item(s), we’re happy to help! Just contact us at our website chatbot, or email us at ec@isetankl.com.my and we’ll guide you through the process.

Kindly read our Return/Refund Policy to check if your order or item(s) is eligible for a return.

Please check your order upon delivery. If you have issues with your item(s), contact us immediately via email at ec@isetankl.com.my, or our website chatbot.

If your refund is approved, it will be made based on your original mode of payment within 7 working days, or depending on your card / e-wallet issuer's policies.

*Please note that shipping costs are non-refundable.

We cannot guarantee the item(s) availability until the checkout has been completed with payment.

We cannot guarantee the availability of every item in each order, as it is subject to cases of overbuying. We will notify you if your item is out of stock, and you may choose to wait for restock or get a refund for it.

Free samples / gifts will be given depending on the availability.

We accept Visa, Mastercard, FPX, Touch 'n Go eWallet, Maybank QR, Alipay, GrabPay, Grab PayLater and Atome.

We're sorry, but it is not possible to do so at the moment.

For Credit/Debit Cards, FPX, Touch 'n Go eWallet, Maybank2u, GrabPay & Boost Wallet, you have to select the IPAY88 option first.

Grab PayLater is only available for purchases of RM500 and above at our store.

For more info, please read our Payment Policy.

Deliveries within Peninsular Malaysia will take approximately 2-3 working days. Deliveries to Sabah & Sarawak takes up to 14 working days.

We aim to ship out your orders as soon as possible, but we cannot guarantee that all orders can be delivered within the specified time frame. Slight delays might occur due to circumstances beyond our control, such as courier service delays, out of stock issues and peak periods.

We're sorry, but we do not ship to international destinations at the moment.

We will charge shipping based on the weight of your item(s) and the distance.

Free shipping is available for orders above RM350.

We currently use DHL eCommerce.

In the event that no one is at home at the time of delivery, our courier will contact you to arrange a second delivery attempt within the next 1 - 3 working days. You may also refer to the Order Tracking for the status of your package.

We try our best to make sure our customers get their orders as soon as possible! However, slight delays might occur due to circumstances beyond our control, such as courier service delays, out of stock issues and peak periods.

Please allow some extra time for your order to be processed. Your patience and kind understanding is greatly appreciated!

Our pickup services are currently only available at Isetan The Japan Store Lot 10, upon request. At least one working day (Monday-Friday, excluding Public Holidays) is required to process and prepare your order, and we will contact you when your order is ready for collection.

Just add a remark during checkout, under the "Add Order Note" section to request for self-collect!

Please contact us through:

Chatbot: www.ionlinekl.com.my

Phone: 03-2119 2635 / 03-2119 2634

Email: ec@isetankl.com.my

We will get back to you as soon as possible!

*Our Customer Service team will be responding during working hours (Monday - Friday, 9am - 12.30pm; 1.30pm - 5pm).

KLCC : 603-2382 7777

THE GARDENS : 603-2283 1777

LOT 10 : 603-2141 7777

CUSTOMER SERVICE EMAIL: customer@isetankl.com.my