Frequently Ask Questions

Account Registration

1.1 Do I have to create an account to shop?

You can shop as a guest customer without creating an account. However, if you create an account and become a VIP Shopper Club member, you can expedite your checkout, review past orders, and save frequently used addresses.

1.2 How do I create an account?

Simply click HERE to complete our registration form

1.3 Is my personal information safe?

We are committed to protecting the security of the information collected from users. We implement industry accepted standards of information technology security designed to protect information from loss, misuse and unauthorized access, disclosure, alteration, or destruction.

Your account information will be protected by a password. It is your responsibility to prevent unauthorized access to your Account by selecting your password and keeping it confidential. If you are sharing a computer with anyone, we suggest you log out and decline to have your Internet browser remember your password, in order to prevent subsequent users from gaining access to your account.

Please see our privacy policy HERE.

1.4 What if I forgot my password or my password does not work?

If you have forgotten your password, you can easily retrieve it by clicking the "Forgotten Your Password" and going through our “forgot password” process. If you failed to receive a reset password email, write to [email protected] and we will assist you promptly.

1.5 What is your online security policy?

We want to make sure you're safe and secure when you're shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

Please see our privacy policy HERE.

Orders

2.1 How do I place an order via Personal Shopper Programme?

• First step is to register with us as a VIP Shopper Club by clicking HERE.
• Upon successful registration/ login, then make appointment online by clicking on PERSONAL SHOPPER navigation button.
• All you need to do now is communicating with seller on the appointment date & time you have requested. If you're looking for a particular type of item, you can inform the seller.
• Once you have found the item you want, the seller will ADD the item to your BAG.
• You can review the items in your cart by clicking on MY BAG.
• If you're happy with the items in your shopping bag, click PROCEED TO CHECKOUT to complete your order. If you have a discount code you'd like to use, key it in the APPLY DISCOUNT CODE field before checking out.

2.2 What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you, email us at [email protected].

2.3 What forms of payment are accepted on Shop.PremiumOutlets.com.my?

• We accept:
• E- wallet
• Online banking (FPX)
• Credit & Debit Card (Visa & Mastercard)

All our payment gateways capture payments in Malaysian Ringgit. If your card's currency is other than Malaysian Ringgit, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.

2.4 why I couldn't proceed with payment?

Kindly email us at [email protected] for further assistance.

2.5 Can I cancel my order once it's been placed?

Since orders are placed with our retail partners, cancellations are subject to each seller’s order fulfillment process. To initiate an order cancellation, return or refund, please contact the seller directly.

Please note that once an order has been placed cancellations are not always possible and will be at the seller’s discretion. The refund or return shall be subject to the Seller's policy and in any event, shall not be our responsibility. If the seller has shipped items, shipping back to the seller will be on your charge.

If you are unsure of the eligibility of returns of your product, please email us at [email protected]

2.6 Why was my order cancelled?

Our customer service representatives are more than happy to help you. You may email us at [email protected].

2.7 How do I add an item to my order after checking out?

You will need to make another separate order.

2.8 Who should I contact if there is something missing from my order?

You shall directly contact the Seller.

2.9 I received the wrong item, what should I do?

You shall directly contact the Seller.

2.10 Who do I contact if my item is damaged?

You shall directly contact the Seller.

2.11 How can I change my shipping address after I have placed my order?

It is best to contact Seller immediately and provide Seller the order number and correct address as soon as order is placed. If it is doable, Seller will assist you accordingly in amending the address. Please note that amendments are not always possible once the order has been shipped.

2.12 Which address should I ship my order to?

It is best to use an address in which you wish to receive the item or have a person ready to accept the parcel.

2.13 Are items in my cart reserved for me?

Putting an item into your cart does not reserve or hold that item for you. Until you proceed to checkout and make payment, that item will still be available to other buyers.

Payments

3.1 How do I make a payment?

During checkout, you may select your payment method. If you have any voucher code to apply, you may also key in and click apply accordingly.

3.2 Why did I not receive an order confirmation e-mail?

Every time you place an order from Shop Premium Outlets Malaysia, you should receive an order confirmation email directly from us. If you didn’t receive an email, check your Spam and/or Junk folder. If you are still having issues with locating this information please contact us at [email protected]

3.3 I received an Order Number, but have yet to make my payment?

For this matter, kindly contact us at [email protected] for us to check further.