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ONLINE SHOPPING FAQs


  • What is D'ansar Online?
D'ansar Online is an online store, where customers are able to shop more conveniently from the comfort of their own home at any time. Everything you need is just a mouse click away.
  • What are D'ansar Online pick up delivery operating hours? 
Our operating hours for pick up is 9.00am to 7.45 and delivery hours is from 3.00pm to 5.00pm
  • What kind of products can I buy on D'ansar Online? What items are sold online?
D'ansar carries a wide variety of halal products common to hypermarkets and most of our store range are made available online. Items sold include Groceries, Frozen Food, Drinks, Formular Drinks, Home Product, Health & Beauty.


ACCOUNT REGISTRATION


  • How do I get started?
To create an account, simply click Sign Up and become a D'ansar Member and start shopping.  Fill up you detail.and to sign in, click on "Sign In".
  • How do I edit the information My Account?
In order to edit your information, click the "Hello! (your register name)". Click the "Manage My Account" and continue to edit your account.  
  • I've forgotten my online login password, what should I do?
Please click on the "Forgot Password" link and follow the instructions.

  • If I have changed my mobile number at the Profile Page, will my registered mobile number automatically be changed as well?

Yes. You may change your mobile number through Profile Page.


MAKING AN ORDER


  • Which area do you cover for delivery? 

For the initial stage, we will cover areas according to postcodes that are published on D'ansar website. In the future, we will expand our business (delivery area) to bigger coverage.

  • Can my order be delivered to other places aside form My Address?

Yes, it can. Your order can be delivered to any location that is within our coverage area. Delivery charge may apply.

  • What is the minimum order value for online shopping? 

There is no minimum order value imposed.

  • How do I view orders I've made?

Go to your "My Account" and you may click "My Order" and view your order details i.e. ordered item, item amount and total of your order.

  • What about items I have ordered which are out of stock

We will mention if the items are out of stock.

  • Do you ship Internationally?

Currently, we do not ship internationally.

  • I haven't received my order confirmation email, what do I do? 

We're here to help you, please contact our Customer Careline Centre at +60103614244 to track your goods. 8.00am - 8.00pm / Monday to Saturday).

  • Can I print my order?

Yes, you can. You can print your order from your order confirmation email or from your order details page from your order history.

DELIVERY


  • What if I am not home for delivery? 

Our deliveryman will return the goods to the D'ansar store (at where goods are picked). Customer Service will contact you to reschedule to another date and time for next delivery.

  • How can I change (reschedule) my delivery time slot?

No. You can't change (reschedule) your delivery time slot at the moment.

  • Who can sign for the delivery?

Anyone can sign for the order as long as they have your order confirmation as evidence ordered.

  • What should I do if there is a product missing from my shopping?

We're here to help you, please contact our Customer Careline Centre at +60103614244 for further information. (8.00am - 8.00pm / Monday to Saturday).

  • I've tracked my order, and it is delivered but I haven't received it, where is it?

We're here to help you, please contact our Customer Careline Centre at +60103614244 for further information. (8.00am - 8.00pm / Monday to Saturday).

STORE - PICK UP


  • What is the minimum order for store - pick up?

There is no minimum order value imposed.

  • What is the delivery charges for store - pick up?

There are no charges for store pick up.

  • What are the time slot available for store pick up?

Your order will be prepared within 1 or 2 hours, time slot available for pick up will be on 10.00am - 7.00pm / Monday to Saturday

ONLINE PROMOTION


  • Do I get promo code coupons if I shop online?

Yes, from time to time we may have promo code coupons which can be used online. This promo code will be exclusively only for purchase made via online.

  • How promo code coupons work?

A promo code coupon consists of numerical and alphabet letters which can be entered on the website to receive a discount for an online grocery order. Remember to enter promo code coupons at the checkout and this will be deducted from the total of your order. For further information, please call our Customer Careline Centre at +6010 361 4244.

GUIDE PRICE


  • What is Guide Price?

The price on D'ansar online store website are guide prices only which are based on prices in store at the time you place an order. Therefore, the total guide price shown in your shopping cart and order confirmation email may differ from the total amount shown on your final invoice. For more info, please call our Customer Careline Centre at +6010 361 4244.

  • What price do I pay for my order?

What you pay will be stated in the final invoice which is based on the store of the products on the day of your delivery or pick-up.

  • What are the factors that contribute to price difference between guide price and the final amount charged?

Price change in store and promotion periods.

  • What proof of purchase do I need to bring when pick up order at the store?

Please bring your order confirmation or order number to pick up the goods.

  • What happens if I am late for my collection slot?

Please contact our Customer Careline Centre at +6010 361 4244 that will assist you to reschedule your collection time.

  • Where will my groceries be stored during my collection slot?

The item are safely stored in a temperature controlled collection point such as in the fridge, freezer or ambient storage board until you arrive.

  • What happens if I am early for my collection slot?

Customers may need to wait if the order are not ready for pick up.

  • Can I give responsibility to another person to replace me to pick up my order?

Yes, you can. First of all, we will call you to ensure that the designate person will pick up the order instead of yourself. Please make sure that person has your order details.

  • How can I change (reschedule) my pickup time slot?

We're here to help you, please contact our Customer Careline Centre at +60103614244. Our Customer Care team will help you to  reschedule your collection time accordingly  (10.00am - 7.00pm / Monday to Saturday).

PAYMENT METHOD


  • What type of payment options do you accept?

We accept Debit Card, Credit Card VISA and Master card, E-Wallet, GrabPay

  • Payment methods

  1. We offer online and offline payment methods.
  2. As for Store pick up  offline payment, payment will be collected when you pick up your orders at our store counter

  • Can I make online payment for pickup at store or home delivery order?

Yes, you can make online payment in advance for either fulfilment mode.

  • Do you accept cash payment?

  1. For pickup at store, we accept Cash, Visa/Master Card Credit/Debit Cards
  2. For platform, we accept online payment only

  • My Credit Card details are not being accepted. What's wrong?

Your credit card chip may be unreadable. Please check with your credit card issuing bank.

PRICE


  • Is the price that is provided at D'ansar Online different from store price?

The price published on the website is always the same as D'ansar store price. However due to the time difference between the time the order is placed and the goods picked for collection or delivery, the price may differ. The final price will be the price on the day the goods are picked for collection/delivery.

CANCELLATION


  • What should I do if I want to make a cancellation?

Order can only be canceled when order is still haven't been paid. You may call our Careline Centre at +6010 361 4244 for further assistance and more information.

  • Can I make the cancellation through your Careline Centre?

You may call our Careline Centre at +6010 361 4244 for further assistance and more information.

PRODUCT QUALITY


  • What happens if the goods received are not as per my order?

We're here to help you, please call our Careline Centre at +6010 361 4244 for further assistance and more information.

  • What happens if the goods received are not in good condition?

We're here to help you, please call our Careline Centre at +6010 361 4244 for further assistance and more information.

  • How do you pack my groceries?

Each order will be packed in plastic bags with proper segregation of products just like in the store. We will the transport your orders (in plastic bags) within crates which are stored in the correct compartment within our trucks depending on the type of the product wetheir ambient, chilled or frozen.

  • Can I get my refund in cash?

No cash refund is available, we're here to help you, please call our Careline Centre at +6010 361 4244 for further assistance and more information.

  • Is it possible if I want to exchange my item for the same item but different brand?

No, you can't exchange item that you've paid.

REFUNDS

  • How do I refund my goods?

To refund, you need to come to D'ansar store, bring along the products that are to be refunded in its orignal packaging together with all complimentary gifts that come with it and present original purchase bill. Please contact our customer service +60103614244 before come to store.

  • What criteria of items that can be refunded?

  1. Refund products must be in the condition you received them and in the original box and/or packaging. You are required to bring along the item purchased with the original receipt and packaging as well as the FOC products that come with it. 
  2. Approval for refund will be given on a case-by-case basis.
  3. Refund value will be determined based on the value billed in the original bill.