You can collect points every time you shop with us in Lotus’s store, online with Lotus’s Shop Online and Lotus’s Food Court. You also can collect points when you bring your recycle bag.

For every RM1 spend, you will get 1 point.

No, you will not need to wait 3x a year to get the rewards from us. Now you can use the points to offset your purchase anytime you want, anywhere you like. Or, use the points to redeem any other rewards from other merchants that are available.

You can convert every 200 points to RM1 discount to offset that shopping bill in Lotus’s.

At the checkout in-store, inform the cashier you would like to redeem your points to instant discount to offset that shopping bill.  You will need a minimum of 200 points to do this.

At the checkout page for online shopping, you will see an option to redeem your points. Key in the RM amount that you would like to redeem.

RM1 discount with balance of 190 points in your account. Points only can be converted to RM value with every 200points.

Yes, you can redeem your points to offset that shopping bill through the app or website anytime when you shop with Lotus’s Shop Online.

Yes, you’ll receive monthly statement through your registered e-mail address to show total points earned, redeemed, and points that will expire. 

There will be no vouchers or coupons attached to the email statement. Members can convert their points anytime to anything you like through the app or instant discount at checkout with minimum 200 points.

Points collected will expire after 12 months, counted at every month end the points are collected. You can track this from your monthly email statement.

Please contact our Helpline at 1300 13 1313 or email us at lotusshelpline@lotuss.com.my to update your profile. You will be able to login once your profile has been updated.  

Please ensure that your phone is allowed to receive SMS from a 5-digits number. Always ensure you are using the same mobile number registered to your profile. If that’s doesn’t work too, kindly restart your mobile device to re-establish the network.

Lotus’s Shop Online is the exciting new service from Lotus's. This service allows you to order a wide range of products from the comfort of your own home, and have them delivered directly to your door at a time to suit you or you can choose to collect it from the store of your choice.

\nWe offer you low prices like in store and many promotions that are both like in-store as well as available online only so that the major benefits of shopping in Lotus’s are available to everyone with an access to the Internet.

\nGot a My Lotus’s account? Earn points and redeem points on-line in Lotus’s Shop Online!

There are a number of people involved in your shopping trip, all of whom are dedicated to making sure you receive great service and great quality.

• Our expertly trained shoppers always pick products which are freshest and have the longest sell by dates. They also carefully select the best ones as if they were shopping for themselves. They ask themselves the question "would I buy it?" and therefore don’t send out anything that is not of the highest quality.
• When packing your products our team is trained to separate food from non-food, chilled from frozen and heavy items at the bottom to avoid any squashing. Just like you would if you were shopping for yourself.
• We also store all products in climate controlled areas – including in our vans. This ensures that your shopping is delivered in top condition and arrives at the correct temperature.

Our online shopping service is currently available in Klang Valley, Seremban, Johor Bahru, Kulai, Melaka, Ipoh and Penang. To check whether we deliver in your area, at your account setting, key in your address to find out if we deliver to you.

You can choose from thousands of products, ranging from fresh foods, frozen products and drinks, as well as health & beauty and home essentials.

The prices you will pay online are the same as in the store on the day you checkout. This includes promotions. The prices that are displayed on the website are the same prices you will see in our stores. This excludes the Exclusive Online Only price, promotion, and product range whereby these are only available on the online shop.

Please note that the prices on Lotus’s Shop Online website are guide prices only and are only approximate. The variance between guide price and the Customer’s final amount charged will be due to one or more of the following reasons:-

1. Weighed products
   The guide price on the website uses an estimate weight for weighed products such as fruits or vegetables. But what you pay will be based on the exact weight of your product, so the price may vary slightly.
2. Substitutions
   \nWhere the product is unavailable on the day of the delivery, the driver will bring a substitute product that you can choose to accept or decline. The price of the product is likely to be slightly different from the price of your original product. 

If the value of the goods delivered is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the website is unacceptable, the Customer has every right not to accept the goods. The amount for goods that have not been accepted shall not be charged to the Customer’s payment card if he/she has provided payment card details in advance in order to pay online.

You don’t have to register if you’re just browsing our website, but if you want to shop with us you will need to register. It’s very important to register with us to make sure we deliver to your area. It also allows us to show you the right products and delivery information.

There are many ways to find the products that you want to buy:

• Browse the aisles by clicking on the category list e.g. baby, grocery. You can then filter down to a smaller category using the filters at the top of the page.
• Search for products using the search box (the list will be alphabetically sorted)
• Use the Promotions list. This shows a list of products that are on promotion. You can filter this to a shorter list using the departments at the top of the page.

You can add products from anywhere on the website or app using the add button.

\nDepending on the type of product you can add it to your trolley by quantity or weight, and some products can be added by either.

• Add by quantity – press add to put one in your basket, or you can add more than one quantity at a time by using the box and pressing add
• Add by weight – press add to put 100g into your basket, or change the weight you would like in the box and press add
• Add by quantity or weight – select whether you would like to add by weight or quantity. If you’ve selected weight, the average weight of one of the product will be displayed in the box.

Once you have completed your shopping and have all the items you want to purchase in your trolley, you will need to complete the three checkout steps to confirm your order and select your payment details.

To register you will need to enter your:

• Mobile Number
• Email address 
• Password
• Address where you want your shopping to be delivered
• Full name

We keep all of your personal information stored safely and securely in accordance with our Privacy Policy.

Our service is currently open to specific areas. Any further enquiries, please contact our Customer Service. 

No, you don’t have to give any payment details when you register. Payment can be made online at checkout or at your door.

There are delivery slots available in 2-hour delivery windows. These are available from 10am to 10pm, 7 days a week. Each delivery slot has a maximum capacity, so place you order well in advance to guarantee the slot you want. You can order your shopping up to 7 days in advance.

Once you have logged in, click the “Home Delivery” or “pick Up” button followed by the “Book a slot” button to see the available delivery slots. It can best to book your slot at the start of your shop, however please be aware that it will only be reserved for 2 hours once you have selected it. 

Once you've placed your grocery order online there's a lot of work that goes on behind the scenes to get your shopping to you. We have a team of people who work to make this service possible; our personal shoppers who hand pick every item according to your instructions, our packers who carefully pack your products and our drivers who drive the groceries to your house and deliver direct to your door. And in order to make sure that we deliver your chosen produce to you in the best condition, we have temperature controlled storage both in the store and the vans. All of these elements and more make up our delivery fee.

The delivery fee for any delivery slot is shown in “Book a slot” section. You can check it before starting shopping by clicking “book a slot” button.

Our Personal Shoppers have been given strict guidelines about Health and Safety and not using trays that are really dirty or stained. Furthermore, your products that do not have their own packaging such as loose fruit and vegetables will still be placed in one of the thin pinch and pull plastic bags.

You can pay at the door by card or Touch ‘n Go e-wallet. In this case you will not be charged for your shopping until after it has been delivered to you.

You can also pay online by card. In this case, a holding amount is made after picking but the payment will only be done after your shopping has been delivered to you. 

\nUnfortunately we will not accept the cash as payment for your shopping. This is because our Customer Delivery Assistants cannot carry cash with them due to safety reasons.

You can use a debit or credit card to pay for your shopping. We accept the following payment providers, issued by banks in Malaysia:

• Master
• Visa
• MyDebit
• Touch ‘n Go e-wallet

For card payment at door: You can give the Customer Delivery Assistant an alternative payment card. Unfortunately we will not be able to accept cash.

\nIf none of your payment cards work, or if in the rare scenario that there are any connection difficulties with the payment system at your door, we will have to take the shopping back to the store. You will not be charged if this happens.

A tax receipt will automatically be emailed to you after your shopping has been delivered to you. 

Yes, you will get My Lotus’s points for your online shopping in the same way as you would in store.

Yes, you may use coupons, My Lotus’s vouchers and points for your online shopping at the checkout page.

ou can cancel your order yourself up to 10pm on the evening before your shopping is due. Just go to the “My Orders” tab and click the “Cancel order” button against the order that you want to cancel. If in an emergency you want to cancel your order OR change your delivery slot after this time, please contact Customer Services and we’ll try our best to help.

\nYou can change the products on your order at any time up to 10pm on the day before your order is due to be delivered but you will be required to book a new slot. Just go to the “My Orders” tab and click the “Change order” button against the order that you want to update. You will be able to add or remove products in the normal way by browsing, searching or using the promotional lists. 

No, if you cancel an order using the My Orders section of the website, you won’t be charged for the order.

You can check what delivery slot you selected for your shopping by going to you ‘My Orders’ page on the website. Just sign in and go to the ‘My Orders’ tab. The confirmation email you received when you checked out will also tell you what time you booked for your shopping to arrive. A push notification for app users or an email will also be sent out when your delivery is on the way to you.

You need to be 18 years old to accept a delivery. If you're paying by card at your door, the cardholder must be present.

Our Customer Delivery Assistant will deliver to your condominium / apartment / flat/house door. Some condominiums have restriction of entering the building due to security reason, our Customer Service agent will give you a call to collect at lobby when Customer Delivery Assistant arrived

If you’ve missed your delivery, check your mailbox for a calling card from the Customer Delivery Assistant. You can also call Customer Services. They can try to reroute the Customer Delivery Assistant to you again if he has not yet come back to the store. If the van is back in the store your order is cancelled, so you have to do the shopping once again. We will send you an email and push notification to notify you that your delivery has been cancelled.

If a product you've ordered isn't available in store, you’ll be provided with an alternative product, which you can choose to accept or reject when your shopping is delivered. Your delivery note will list any substitutions. If you don’t want the substitute, just hand it back to the Customer Delivery Assistant and you won't be charged for the product.

Alternatively if your personal shopping assistant couldn't find a suitable alternative to the product you ordered, it will not be added to your shopping and you won´t be charged for that product.

We’ll try our best to contact you if our Customer Delivery Assistant is running late. However, if you haven’t heard from us, please contact our Customer Services team.

If you are unhappy with any product, just hand it back to the Customer Delivery Assistant and you won´t be charged for the product.

\nAlternatively if you realize after the Customer Delivery Assistant has left, deliver the product and your delivery documents to the address of our hypermarket printed on the till receipt. At the Customer Services desk you can request a refund.

\nWherever possible, please always try to check your shopping before the Customer Delivery Assistant leaves. That way we can make sure your payment card doesn’t get charged for products that you want to reject. Customers can use the following form of withdrawing from a contract of sale.

If there are products missing from your shopping please contact Customer Services.

An eCoupon or eVoucher is an electronic code, which you can use to save money on your grocery order.

E-coupon codes are made up of letters and numbers, i.e. ABC123.

• Add the products you want to buy to your Shopping trolley and check out your order
• On the payment page, there is a Coupons and Vouchers section. Click on the select button and choose the eCoupon or eVoucher you wish to redeem. 
• The eCoupon or eVoucher discount or offer is automatically applied to the total of your shopping before you pay.

Online Fraud involves customers getting duped into giving away their personal credentials and other confidential information via a phishing scam.

• Phishing scams are a form of identity theft, where spam emails are sent out to entice the victims to provide their personal information.
• The victims are tricked to reply to a URL/Email address provided by the fraudster as long as they maintain an email account.

Scam emails often look like the real. Because of that, unsuspecting victims may reply to them and provide confidential personal information that can result identity theft.

• Requires you to submit your personal information directly into the e-mail.
• Claims that your account has won prizes or cash and requests you to enter, validate or verify your personal information.
• Requires you to enter your personal details, password or user ID into an email.
• Requires you to confirm, validate, verify and/or update your info.
• Suspected email address. Different email other than our official Lotus’s emails. Example : Lotusonline@gmail.com

The best detector of fraud and identity theft is you. Through proactive monitoring, you can look for unusual activities and act fast before there's damage.

Pick Up enables customers to make orders from Lotus’s Shop Online website or app. and self-collect the order from customer’s selected stores.

Pick Up is available in Lotus’s Selayang, Lotus’s Mutiara Damansara, Lotus’s Cheras, Lotus’s Puchong, Lotus’s Ara Damansara, Lotus’s Klang, Lotus’s Seberang Jaya, Lotus’s Desa Tebrau, Lotus’s Extra Ipoh & Lotus’s Melaka.

Customers can select and book a slot from the above stores.

Customers can collect the order at dedicated Pick Up counter at the stores’ Mall entrance. There is a signage of the Pick Up counter.

Customers can collect their order within booking slots selected from website/app.

Customers can pay online or pay via debit or credit card at Pick Up counter in the store. Cash or e-wallet are not accepted.

Customers will receive confirmation order email from Lotus’s. Once customers received the email, customers may proceed to collect their order in the store.

Customers are encouraged to come within the booking slots. System will auto-cancel uncollected order.

Yes, customers need to bring shopping bag.

If the product is unavailable on the day of the collection, we will substitute the product that customers can choose to accept or decline. The price of the product is likely to be slightly different from the price of your original product. The final amount charged will only be made after you have received the order based on the agreed total post rejection or substitution.

Yes. Customers can cancel some items during pick up.