for “Order & Collect” service use
(Hereinafter as “GTC”)
These GTC shall govern the conditions of “Order &
Collect” service use as well as the relationship between the customer and
provider of this service, the company Lotuss Stores (Malaysia) Sdn Bhd. (Registration
no. 200001018812 (521419-K) (referred to as “we” or “our”).
Before using the “Order & Collect” service,
please, read these GTC carefully. By using the “Order & Collect” service
you agree with the wording of the GTC and you agree to be bound by these GTC.
If you do not agree to these GTC, please, do not use the “Order & Collect”
service.
1.
Principle of “Order & Collect” service
“Order & Collect” service is service that enables
the customer to place order in any of our retail network by using instant
messaging applications, primarily WhatsApp and collect on the same day by any
three collections method provided. The service is currently free to use and
there are no subscription fees or processing fees charged.
2.
Availability of “Order & Collect”
· With
effective of September 23rd of 2021, “Order & Collect” service
is available in all Lotus’s Malaysia stores unless otherwise stated
· All
range in stores is available to order via “Order & Collect”, however this
is subject to product availability in stores
· In
case item ordered is out of stock, our personal shopper will contact you for
confirmation of substitute items. You may accept or decline the proposed
substitute item at this stage.
· To
assist the selection process, our personal shoppers may share Lotus’s weekly
promotional materials upon contacted. Customers may also sign up for Lotus’s
weekly newsletter available on our website.
·
Customers
are to place their orders via WhatsApp anytime between 8am – 4pm daily. Last
order is at 4pm.
· The
service closes at 6pm daily and all orders are to be collected by 6pm. Any
uncollected orders will be cancelled automatically. In case of any delays
please arrange for appropriate collection with our personal shoppers.
3.
Placing orders
Customers may contact our personal shopper via contact
numbers stated on Lotus’s website. Upon contacting our personal shoppers,
customers are to provide:
·
Name
·
Contact
number
·
Email
Address
·
Shopping
list indicating quantity and weight (for weighted items)
·
Payment
method (Online or In-store)
4.
Making payments
· In
Store - Customers may
make payment by presenting purchase barcode at the dedicated Order &
Collect counter in the store. This needs to be done within 30 minutes upon
receiving the WhatsApp notification from our Personal Shopper on the total
amount along with the purchase barcode.
· Online
payment - Customers are
encouraged to use our online payment method, that supports cards payment
(Mastercard & VISA), online transfers via FPX and e-wallets. Personal
shopper will share a payment link via email or WhatsApp once order confirmation
is made. Kindly click on the link, continue with payment for the transaction to
be completed.
· Prior
to payment request, out personal shoppers will share with the customer:
-
The
full list of items picked (screenshot from Lotuss Scan & Shop app)
-
Payment
receipt indicating to total amount to be paid
-
Order
number
5.
Use of cash vouchers & MyLotus’s member point
redemptions when using “Order & Collect” service
· In store payment – Cash voucher payments, MyLotus’s
member points redemptions and coupon redemptions can be used at checkouts.
· Online payment – Due to system limitations
customers are only able to collect MyLotus’s member points with their “Order
& Collect” purchase for now. Vouchers/coupons & points redemption will
be made available in the future.
6.
Prices and Promotions
All prices and promotion as per what are stated in the
stores and on our promotional materials. If required, further clarification can
be made with our personal shoppers.
7.
Collection method
Customers have 3 options to collect, this will be
agreed upon with our personal shoppers during your WhatsApp conversation with
them:
· In-store
collection - Once received
the payment confirmation from our Personal Shopper, customers can pick up their
shopping in store just by approaching our staff at the dedicated counter.
If in-store payment was chosen as payment method, personal shopper will
share a purchase barcode to the customer, which can be used to make payment at
the dedicated counter upon order collection.
· Drive
through - With this
method our personal shopper will guide you on the collection point at our
parking lot. Collection points can be identified by our signages. Customers are
to advice our personal shopper of their arrival time. There will be 10-15
minutes waiting time as the runners prepare your items for collection.
· 3rd
party collection - Customers
can choose their preferred rider service and make the necessary arrangement by
confirming the pickup time and name of rider service. Do share your name and
your order number with the rider in order to avoid any miscommunications.
8.
Same
Day Delivery with Lalamove
Customers can also enjoy same day delivery with Order
& Collect starting from 2nd Dec 2021. Delivery will be fulfilled
by a third-party delivery service (Lalamove). However, this is subjected to delivery
fees.
a)
A
flat rate of RM 8.00 for the first 10km
b)
For
distances above 10km, there will be an additional RM 1.00 charged per kilometre
All
charges will be reflected on the receipt prior to making payment. Customers are
to confirm/verify their order prior to making payment. Delivery will only be
booked upon successful payment from customers via online payment. Delivery
with Lalamove is only available at Lotus’s Ara Damansara & Lotus’s Ampang
stores now.
9.
Refund and Returns
There will be no refunds and returns with “Order &
Collect” as our personal shoppers will require order confirmation from
customers on items picked and substitutions selected prior to making payment
online.
10. Plastic
bags
In accordance Lotus’s no
single use plastic bags policy, there will be no plastic bags given. Customers
may opt to bring their own bags to collect their item or may purchase Lotus’s
reusable or eco bags. Additional charges may be applicable. Do inform our personal
shopper during order placement if you are bringing own bags for collection.
This will assist our personal shoppers to plan your shopping better.
11. Data
Protection
In order to serve you as best as we can we do require
your personal details, this will include but not limited to your name, contact
number, email address, MyLotus’s member information and residence address if
you require us to arrange a delivery. It
will only be used for Order & Collect service and in accordance with our
privacy policy stated on our website:
https://corp.lotuss.com.my/privacy-policy
12. Amendments
We may update these GTC from time to time. The changes
will apply to the use of the “Order & Collect” service and you can find
updated GTC placed in Lotus’s website in the “Order & Collect” section. If
you do not wish to accept the new GTC you should not continue to use the “Order
& Collect” service. If you continue using “Order & collect” service after
the date on which the change comes into effect, your use of the service
indicates your agreement to be bound by the new GTC.
13. Miscellaneous
These GTC shall be governed by and construed in
accordance with the applicable laws of the Malaysia and any disputes will be
decided by the respective courts of the Malaysia.
If any provision of these GTC is found to be invalid,
the invalidity of that provision will not affect the validity of the remaining
provisions of these GTC, which shall remain in full force and effect.
We shall not be responsible for any breach of these GTC caused by circumstances beyond its control.
These GTC are valid and effective as of 09/03/2022