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 a minimum of 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.

We do not keep personal information for longer than it is necessary. Members who don't have any transaction on their account for two years are considered to have left the scheme, and their personal details will be removed from our database. Customers are free to join again in the future by signing up via Lotus’s mobile app.

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.

Please contact our Helpline at 1300 13 1313 or email us at lotusshelpline@lotuss.com.my with your mobile number for further verification.

Lotus’s Shop Online is Lotus’s Malaysia online grocery platform that 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,

We 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.

Got 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 pickers 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.
• Our Customer Delivery Assistant team is trained to pack your order with care by separating food and non-food items, keeping chilled and frozen products apart where appropriate, and placing heavier items at the bottom to help prevent damage to more delicate products, just as you would when shopping for yourself.
• We also store all products in temperature-controlled storage. This ensures that your shopping is delivered in top condition and arrives at the correct temperature.

Our online shopping service is currently available for selected locations within Klang Valley area, Penang, Ipoh, Melaka, Nilai & Johor Bharu. 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 shop from thousands of products across a wide range of categories, including dry groceries, fresh foods, chilled and frozen products, health & beauty items, electrical appliances, household and cleaning essentials, home and living products, toys, and stationery.

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 prices shown on the Lotus’s Shop Online website are guide prices only and are approximate. For weighed products, such as fruits and vegetables, the guide price is based on an estimated weight. As the final price is calculated according to the actual weight of the product supplied at the time of fulfilment, the amount charged may vary slightly from the guide price displayed online. If you find the difference unacceptable, you may choose not to accept the goods, and any rejected items will not be charged to your payment card if payment was made online.

You don’t have to register if you’re just browsing our online shopping platform, 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.

Depending 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 products 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 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.

Delivery is available daily in 2-hour time slots. Delivery times are available from 9:30am to 8:00pm, except for stores located in Johor Bahru, where delivery times are available from 11:00am to 9:00pm.

Each delivery slot has limited capacity, so we recommend placing your order early to secure your preferred delivery slot. Orders can be scheduled up to 2 days in advance.

Once you have logged in, click "Delivery Address" on the homepage and enter your delivery address before adding items to your cart. When you are ready to checkout, click the "Cart" icon, where you can review or edit your delivery address and select your preferred delivery date and time slot.

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 each delivery slot is displayed in the "Book a Slot" section. You can view the applicable delivery fee before you start shopping by clicking the "Book a Slot" button.

All delivery fees are excluding of 6% SST.

Our Customer Delivery Assistant follows strict health and safety guidelines and only use clean delivery trays. In addition, fresh items without their own packaging, such as loose fruits and vegetables, are packed in thin plastic bags before being placed into the delivery tray, helping to ensure hygiene throughout the delivery process.

You can pay upon delivery using credit/debit cards or QR payments. In this case, you will only be charged after your order has been delivered.

You can also pay online when placing your order using credit/debit cards, FPX (online banking), or e-wallets. In this case, a holding amount will be placed after your order has been picked, but the final payment will only be charged after your order has been delivered.

Cash payments are not accepted for online orders. This is because our Customer Delivery Assistants do not carry cash for safety and security reasons.

You may choose to Pay on Delivery using a debit card, credit card, or QR payment. Alternatively, you can pay online when placing your order using a credit card, debit card, FPX (online banking), e-wallet, or any other payment methods made available by Lotus’s from time to time

For Pay on Delivery orders, if your card payment is unsuccessful, you may provide an alternative credit/debit card or make payment using a QR payment method. Please note that cash payments are not accepted.If none of your payment methods are successful, or in the unlikely event of a connection issue with the payment system during delivery, the order will be returned to the store and no charges will be applied.

A tax receipt will automatically be emailed to you once your order has been delivered. To ensure you receive it successfully, please make sure the email address in your profile information is accurate and up to date.

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.

You can cancel your order through the app or website within 60 minutes of placing it, or before 11:59 PM on the same day, whichever comes first. Simply go to "My Orders" and select "Cancel Order" for the order you wish to cancel.

At the moment, orders cannot be modified once they have been placed. If you need to make any changes, you will need to cancel your existing order and place a new order with the updated items.

If you need to cancel your order or change your delivery slot after the cancellation period has ended, please contact Customer Services. We will do our best to assist you.

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/app. 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 must be 18 years old or above to accept a delivery. Upon delivery, you may be required to present the payment card or the account used for the QR payment for verification purposes before the order can be handed over.

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.

You may also contact Customer Service, who can attempt to arrange a redelivery if the Customer Delivery Assistant has not yet returned to the store.

If the delivery vehicle has already returned to the store, your order will be cancelled. In this case, you will need to place a new order. We will notify you of the cancellation via email and push notification.

If a product you ordered is unavailable, it will not be included in your order. The unavailable item will be listed on your delivery note, and its cost will be excluded from your final payment. You will only be charged for the items that are successfully picked and delivered.

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, simply return it to the Customer Delivery Assistant at the time of delivery, and you will not be charged for the item.

If you discover an issue after the Customer Delivery Assistant has left, you may return the product together with your delivery documents to the Lotus’s hypermarket stated on your receipt and request a refund at the Customer Services counter. All returns and refunds are subject to Lotus’s Return Policy.

Where possible, we recommend checking your order before the Customer Delivery Assistant leaves. This allows us to ensure that you are not charged for any items you choose to reject.

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

If you are not satisfied with any of the products, you can just hand it back to the Customer Delivery Assistant and you won't be charged for the product.

Alternatively, 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.

Wherever 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.

Please refer to our return policy in the Terms & Conditions section for more details.

Login into your account and select a slot

Find the products you want by browsing through categories, typing keywords into the search bar or by viewing products on promotion. Add the required quantity of each item into your shopping trolley, and the trolley will total the guide price.

You may choose to Pay on Delivery using a credit/debit card or QR payment. Alternatively, you can pay online when placing your order using a credit/debit card, FPX (online banking), e-wallet, or any other payment methods made available by Lotus’s from time to time.

At the moment, orders cannot be modified once they have been placed. If you need to make any changes, you will need to cancel your existing order and place a new one with the updated items.

Your delivery will be brought to you in temperature-controlled storage, by delivery assistant. The items will be carried to the doorstep of your home and you can check every item to make sure your order is complete and to ensure freshness. If a product you ordered is unavailable, it will not be included in your order. The unavailable item will be listed on your delivery note, and its cost will be excluded from your final payment. You will only be charged for the items that you receive.

We recommend that you check your delivery against your order confirmation email. Since you are paying at door by card or QR payments, our Customer Delivery Assistant will process this based on the exact items that were delivered. Online payments will be taken by the end of your delivery day, based on the exact items that were delivered. Please read the information about guide price to understand why there may be a slight difference between the guide price on your order confirmation email and the final amount charged.

An eCoupon or eVoucher is a digital promotional code that can be applied to your order to enjoy discounts or other promotional benefits. eCoupons and eVouchers may be issued in the form of an alphanumeric code (for example, ABC123) or a barcode that can be entered or scanned during checkout.

If you are shopping on Lotus’s Shop Online:

• Add the products you wish to purchase to your cart and proceed to checkout.
• On the payment page, go to the "Use My Rewards & Coupons" section.
• Click "Select" and choose the eCoupon or eVoucher you wish to redeem.

The discount or offer will be automatically applied to your order total before payment is made.

If you are shopping in-store:

• Scan all the products you wish to purchase.
• On the payment page, select " Use My Rewards & Coupons ".
• Scan the eCoupon or eVoucher barcode.

The discount or offer will be automatically applied to your purchase total before payment is made

• Is it still valid? Please check the expiry date. The offer must be valid on the day of delivery to be applicable.
• Was it issued specifically to you? Some offers are personalised and can only be used by the intended recipient.
• Has it already been redeemed? Some offers can only be used once per transaction.
• Does it have a minimum spend requirement? Certain offers are only valid when a minimum purchase amount is met.
• Have you applied more than one offer? Some offers cannot be combined with other promotions in the same order.
• Are you using it on the correct Lotus’s platform? Some offers are only valid on the Lotus’s website or platform in the country where they were issued.
• Have you checked the terms and conditions? Additional eligibility requirements or product exclusions may apply.

If the product purchased does not achieve the expected quality, we offer a 1: 1 exchange within 7 days of purchase.

If 7 days have passed from the purchase date, customers need to contact the nearest service center/identified for repairs. Please refer to the Customer Service Centre for more information.

Refunds are not allowed.

12-month warranty for MAG, Nexon and Lotus’s brands merchandise

If purchased merchandise is damaged/defected within 12 months of purchase, you may exchange item at the same store where purchase is made, provided that:

• Merchandise must be returned in original condition, with original packaging,
• Merchandise must be returned with original receipt.
• Merchandise must be returned with warranty card/ slip.

However, this policy is not applicable for:

• Fresh & frozen food
• Under garments
• Mobile phones & cameras
• Printing equipment, scanner, printing machine & facsimile
• Reduce to clear goods (RTC)

Please ensure that merchandises are tested before payment is made.

Lotuss Stores Online (LSO) Sales

(Updated 24 January 2025)

PART 1: GENERAL

An e-Invoice is digital representation of a transaction between a supplier and a buyer, in the format specified by IRBM (Inland Revenue Board of Malaysia), and which contains all relevant information as required by IRBM.

Please refer to IRBM’s e-Invoice microsite for more details.

A validated e-Invoice is an e-Invoice that has been validated by the IRBM. The validated e-Invoice will have a Unique IRBM Identifier Number and a QR code will be displayed on the e-Invoice, which will allow customers to verify the status and validity of the e-Invoice.

The IRBM intends for validated e-Invoices to be used as supporting documents for taxpayers to claim their tax deduction / personal tax relief moving forward. However, this has not been made mandatory yet until such time the legislation is amended.

Lotus’s will start issuing e-Invoices for B2C transactions from 1 February 2025 as required by IRBM.

PART 2: HOW TO REQUEST FOR E-INVOICE

Customer can refer full details regarding e-invoice here

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.

Never respond to emails that:

• 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.

Report a Scam Email

If you receive a suspicious email asking you to confirm the details of your information, you may call our Customer Service Helpline 1300-13-1313 or forward that email to lotusshelpline@lotuss.com.my