AEON will kickstart its digital journey by introducing myAEON2go.com

GENERAL INFO

What is myAEON2go.com?

myAEON2go is an exciting online service from AEON. 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 that suits you. We offer you the best price just like in stores and many promotions so that the major benefits of shopping in Aeon are available to everyone by accessing to the Internet.

OVER TO YOU! Any Enquiries?

That’s it! Hopefully what we have covered today inspires you to pursue your online experience. If you have any questions about AEON Online or anything that we have covered, please contact our AEON Careline at 1300 80 2366 or email us at feedback@aeonretail.com.my.

What should I do if I forget my password?

If you forget your password, you can reset it by using the ‘forgot your password’ button on the sign in page. Follow the link and enter your email address. We will send you an email with a link to reset your password. Then, simply enter a new password and reconfirm it to complete the password change.

What products are available in the myAEON2go?

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

Do I need to register and why?

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.

ORDERING PROCESS

How do I get started?

• Step 1: Key in the postal code number
• Step 2: Select your desired item(s)
• Step 3: Key in your personal details
• Step 4: Key in your delivery details
• Step 5: Agree to the terms and conditions of use
• Step 6: Make the payment for the products
• Step 7: You will receive a confirmation email on the Order Confirmation number and payment receipt
• Step 8: You will receive a confirmation email and/or SMS on the delivery of the items
• Step 9: Wait for item to be delivered / Collect at Store
• Step 10: You will receive a confirmation email and/or SMS after the items is delivered

What are the next steps after putting products in my shopping trolley?

Once you have completed your shopping and have all the items you want to purchase in your trolley, you will need to select a delivery slot (if you haven’t already reserved one earlier in your shipping trip), and then complete checkout steps to confirm your order and select your payment details.

Can I pick up my online order from the store directly?

Yes, you can pick up your online order by selecting the “Collect at Store” option.

Can I earn points with my AEON Member Plus card?

Yes, you are able to earn and redeem points with your AEON Member Plus card.

What are the payment methods available?

We accept all MasterCard and Visa for both Credit and Debit Cards, and e-Wallet (Grab Pay, Boost, and Touch & Go.)

Can I use my AEON vouchers to make payment?

AEON vouchers for payment for online purchases is not accepted at the moment. The feature may be added in the future.

Will I receive any order confirmation after placing the order?

Yes, an order confirmation email will be sent after you have successfully placed and paid for your order. You will also receive a text message (SMS) after you have successfully placed and paid for your order based on the contact number provided by you.

I didn’t receive any order confirmation email? What should I do?

Please check whether you have entered a correct email address.

If the email address provided is correct, please check your spam/trash folders to see if the confirmation email is there. If you are unable to find the email in your inbox or spam/trash folder, please contact our careline at 1300 80 2366 or email to our feedback@aeonretail.com.my for assistance.

If the email address provided is incorrect, please contact our careline at 1300 80 2366 or email to our feedback@aeonretail.com.my for assistance.

Will I receive a payment confirmation after payment has been made for the order?

Yes, a payment confirmation or payment receipt will be sent together with the order confirmation email after you have successfully placed and paid for your order.

I didn’t receive any payment confirmation but my money has been deducted. What should I do?

Please contact our careline at 1300 80 2366 or email to our feedback@aeonretail.com.my for assistance.

DELIVERY STATUS

When can I get my shopping delivered?

Delivery services are available every day, 7 days per week. The delivery service has limited slots. So, please place your order well in advance to guarantee the slot you desire. You can place your order up to 5 days in advance.

When will I receive my order?

You may refer to the estimated delivery duration to find out the estimated time of receiving your order. You may also access our website and click on ‘ORDERS to get the information. In order to do so, please insert your phone number and last 8 digits of the order confirmation number. Rest assured that our delivery partners will do their best to deliver your order on or before the estimated date.

We have two types of deliveries:

1. AEON Rider: The delivery date will follow your selected estimated delivery duration during placement of order. Our rider will contact you on the same day of the delivery for the arrangement (if required).
2. 3rd Party Logistic Partners: Our delivery partner will contact you on the same day of the delivery for the arrangement (if required).

How much are the delivery charges?

Standard delivery charge is applicable for goods not exceeding 20kg per order and the delivery is within 10km radius. If an order exceeds 20kg, additional delivery charges may apply. Delivery charge will be imposed on your order during "check out".

I have not received my ordered item. Where can I refer to follow up?

Please call our careline at 1300 80 2366 or email to our feedback@aeonretail.com.my for assistance. Please provide your Order Confirmation Number that you received through email for our verification.

Will I get the exact same item as shown in your picture online?

Kindly take note that all pictures of the items are for reference and illustration purposes only. There might be visual differences at your end.

EXCHANGE POLICY

What are the types of exchange available?

Items are classified as exchangeable or non-exchangeable. Please refer to our Exchange & Refund Policy listed at our online page.

Can I return the item and request for refund?

Refund is not allowed. Only exchange is allowed within 3 days from the date of order received. Please refer to our Exchange & Refund Policy.

For what reason can I exchange the item?

The exchange reason is stated in our Exchange & Refund Policy listed at our Website.

ORDER CANCELLATION

Can I cancel my order after my order has been confirmed?

No, you cannot cancel the order. Change of Mind is not applicable for any exchange or refund. As stated in our Exchange & Refund Policy, only the conditions below are permitted for exchange (subject to our verification)

• a) Wrong Item(s) was delivered;
• b) Item(s) different from the agreed description/not as advertised;
• c) Item(s) with physical damage;
• d) faulty/defective Item(s);
• e) Counterfeit/Fake Item(s); or
• f) Such other circumstances which may be prescribed by us from time to time.

Can I cancel my order when shipment is already in-transit?

No, cancellation when shipment is in transit is not allowed. Change of Mind is not accepted based on our Exchange & Refund Policy.

Can I cancel my order after the order delivered to me?

No, cancellation during or after delivery is not allowed. Please refer to our Exchange & Refund Policy.

EXCHANGE PROCESS

How can I exchange the item?

Please call our careline at 1300 80 2366 or email to our feedback@aeonretail.com.my for assistance to request for an exchange. Alternatively, you may refer to our Exchange & Refund Policy for more information.

When I exchange the item, what are the details I should provide?

Your request will only be processed after AEON has received the followings:

• a) Photos of the relevant Item(s) and the freebies/accessories;
• b) Photos of the delivery box/parcel; and
• c) Copy of the AEON Online Payment Confirmation email.

*Buyer shall ensure the quality of the photos must be clear.

Please email all the above documents to our feedback@aeonretail.com.my. We will review each of your request on a case to case basis and will determine, in our sole discretion, whether such request is accepted for the exchange.

How long do I need to wait for the refund to be credited to my account?

The exchange will be processed once the request and relevant information has been received from you and a quality check has been completed on the returned item(s) that you have dropped to the same store that you have ordered from.

Exchange Accepted: Upon acceptance of the request for exchange, we will exchange the same item with same value subject always to stock availability. If the stock is not available, we will proceed with refund.

Payment Method: (Master/Visa) Credit Card & Debit Card.
Refund Method: Credit.
AEON processing Time: 7-14 working days.
Bank processing time frame: N/A.

Payment Method: E-wallet (Touch ‘n Go, Boost & Grab Pay).
Refund Method: Credit.
AEON processing Time: 7-14 working days.
Bank processing time frame: N/A.

Can I return the item for exchange to any of the nearest store?

Please proceed to the same store that you have ordered the items from. Exchange at a different store, or directly to the merchant is strictly not allowed.

Can AEON pick up the return item from my house?

Pick up service is not provided. Please walk in to the same store that you have ordered the items from.

I have reached your store, who should I refer to for the exchange of the item?

Please proceed to AEON Customer Service counter at the supermarket section for the exchange of the item.

How soon after my exchange request have been accepted do I need to return the item?

If the item is a product, you need to return the item physically to the same AEON Store as per your order within five (5) calendar days from the date your request has been accepted and confirmed by AEON. For example:

You placed the order via myAEON2go Platform and selected AEON Store Bukit Tinggi

You should return the exchange item to AEON Store Bukit Tinggi

I cannot return the item within 5 calendar days as I am outstation. What should I do?

In the event you fail to return the Item within the above stipulated timeline, your approved exchange request will be automatically cancelled. No further exchange request will be accepted after that.

Why was my request for exchange of the item rejected?

Your request for exchange may have been rejected, among others, if the item(s) did not meet the requirements stated in our Exchange & Refund Policy.

REFUND PROCESS

I have paid for my online order with my Debit/Credit Card but the item(s) ordered is out of stock/ not delivered. When will I get my refund?

For Visa/Master Debit Card & Credit Card payments, “pre-authorization” will be applied from your bank card issuer. Therefore, there will not be any refund required.

A pre-authorization is a temporary hold of a specific amount of the available balance on a credit or debit card that is provided upon booking or placement of an order. The pre-authorization is not a charge and no funds have been debited from your account until order has been delivered. This is a common process for e-commerce platforms.

That means you will ONLY BE CHARGED for the items delivered to you. It is a completely automated process via myAEON2go. The actual date for the payment of your transaction to appear/reflect on your bank statement will be dependent on your bank/card issuer.

Should the charges reflected on your bank statement be inaccurate, you will need to contact your bank for further clarification. However, if you have any question related to myAEOn2go website or app, you may contact our AEON Careline at 1300 80 2366 or email us at feedback@aeonretail.com.my with your order number for further assistance.

I have paid for my online order with my e-wallet but the item(s) ordered is out of stock/ not delivered. When will I get my refund?

For e-wallet payments, refund will be made to buyer original payment method once fulfilment is made. Depending on buyer original payment method, it would take some time before it is reflected in buyer account

How long will I get my refund for payment using Debit / Credit Card?

For any payment made using the MasterCard/Visa Credit Card/Debit Card, after settlement is completed, refund will be converted into Credit into your myAEON2go account.

Please bear in mind that the above is only the standard processing time, however the number of days for the refund process will vary according to the respective bank’s processing time. You may contact the relevant bank for more information.

AMP programme with myAEON2go

What is the Loyalty Programme?

Loyalty Program is a type of reward system, which provides customers an advanced access to AEON Point, new products, additional discounts, free gifts and more.

I made a transaction with the AEON Member Plus Card at myAEON2go. When can I get my points?

The point will be credited after the transaction status shows “delivered/picked up”.

Can I earn AEON Point during purchasing at myAEON2go?

Yes, you earn AEON Point on condition that you are an active member.

How long does it take for my membership to be re-activated?

Your membership shall be re-activated immediately possible once annual fee is paid.

Do we need to re-connect with myAEON2go after renewing the AEON Member Plus?

Members with expired membership does not need to reconnect myAEON2go after renewing their account.

Can I redeem my AEON Points during purchasing at myAEON2go?

Yes, you may redeem AEON Points redemption via the myAEON2go purchase. Denomination of every 200 AEON Points equivalent to Ringgit Malaysia One (RM1). Your total number of AEON Points will be converted into an equivalent cash value and credited into your Card Account.

How is a point multiplier calculation?

These points are calculated on Base Points on order x multiplier amount. The original Base Points earned are subtracted from the new total to determine how many Bonus Points are earned from the Point Multiplier.

How long can I keep my AEON Points unredeemed?

You need to refer to AEON Credit T&C for unredeemed point. You can track your AEON point expiration in your monthly statement through AEON credit website at https://www.aeoncredit.com.my

Store-Credit

How long does my Credit remain valid?

Credit is valid for two-year (2) years after the credit is issued.

How long does it take for the Credit to be credited into my account?

Credit will be credited into your account immediately after a refund transaction is completed.

How to check my Credit account?

You may check your Credit upon check out or by going to your myAEON2go account.

Where can I use my Credit?

You can use your Credit for purchase at myAEON2go platform ONLY.

Can I convert my Credit into cash money?

No, your Credit cannot be converted to cash.

Can I use Credit for purchase at AEON Stores, AEON BiG Hypermarket, AEON MaxValu, AEON MaxValu Prime or AEON Wellness?

No, Credit only can be use on the myAEON2go platform.

What I can do if I do not have sufficient Credit points?

If your purchase amount exceeds the value of the Credit, you can top up your payment using any existing payment methods that available inside myAEON2go.