General FAQs

Zcoins has a validity period and can be extended with minimum 1 Zcoins earned during the calendar month. Otherwise, the balance of the Zcoins will be forfeited. Examples as below:

Scenario 1: Performed transactions within the calendar month (For existing ZCITY user)

Scenario 2: No transaction performed within the calendar month (For existing ZCITY user)

*Jan refer to January, Feb refer to February, Mar refer to March

For a limited welcome bonus to new ZCITY user (registered from 1 January 2022 onwards), the new ZCITY user will be awarded additional 1 calendar month validity in his/her Zcoins (total 2 calendar months). With effective from 3rd calendar month, the new ZCITY user will be regulated with terms and conditions mentioned in question 2. Examples as below:

Scenario 1: New ZCITY user (verified email) without any transaction within calendar months

Scenario 2: New ZCITY user (verified email) with performing transaction(s) within the calendar months

Information of the Zcoins, not limited to history, balance and expiry date can be found via ZCITY app. All expired Zcoins will not able to reinstate.

The Zcoins that have been subscribed in Zmember package will be credited into Zmember account instantly after subscribed.

Download and register a ZCITY account, ZCITY user with successful email verification will get FREE 200 Zcoins. After each spending, ZCITY user can earn more Zcoins according to the amount of the payment transaction.

Example:
When you spend RM150 via ZCITY, you will earn 150 Zcoins. Earned Zcoins can be used for discount in the next payment transaction.
Note: Zcoins will be credited to ZCITY user’ account when the transaction or order in Zstore has been completed. The order status must be “Delivered” (under Account page > My Orders > Completed) in order to receive Zcoins.

All registered ZCITY user with successful email verification can earn more rewards when referring friends to register as ZCITY new ZCITY user. (You will receive 100 referral Zcoins when you successfully referred a friend to register ZCITY upon successful email verification.)Furthermore, you'll also receive a 50% Zcoins from the total amount of the transaction that your friend spent in ZCITY.

Example:
A refer to B to register as ZCITY new ZCITY user. A can get 100 referral Zcoins. (For instance, refer to 10 friends will earn 1,000 Zcoins.)
B make payment with paid amount RM50 in ZCITY app. B can earn 50 Zcoins and A can get 50% Zcoins (25 referral Zcoins) from the transaction that B has made.

i. Tap “Account” page. Tap “My Order” > “All Order”.
ii. Select “Pay” to submit payment again or you may wait for the applied Zcoins to be reverted back to your ZCITY account within 2 hours.

No, if one of the multiple items in a single transaction has been utilized, and you only request for refund for part of other items from the same single transaction, you will not get back your applied Zcoins.
For example, you purchased 2 units of Shopee e-voucher in a single transaction with your Zcoins applied during checkout. 1 of 2 units of Shopee e-voucher has been used and you requested for refund for the another Shopee e-voucher, you will not get back your applied Zcoins.

Should you have any questions, kindly contact our careline for further assistance.

There are 2 options of purchase method in Zstore - Quick Buy and Group Buy.

The delivery times will vary from 1 to 10 working days once your Zstore order is made with successful payment. The delivery service of Zstore is currently available for domestic delivery in West Malaysia only.

You may refer to the steps below to check more information of your Zstore order status. With this, you will also be able to access your Zstore order history and latest delivery status.

Step 1: Open your ZCITY app and click on "Account" at the bottom right-hand corner of your app.

Step 2: Click “View All Orders” or “To Receive” to check order status and to access all the Zstore orders you have previously made.

If you still have not received your Zstore parcel after 10 working days upon your Zstore order made, you may contact our careline to check your parcel status.

Once the Zstore order status is updated from “To Ship” to “To Receive”, users no longer can change their shipping address (recipient details, shipping address, etc) for the particular order.

Zstore products are currently available for domestic delivery in West Malaysia only. However, users may check more delivery coverage information from each Zstore product detail page.

If your Zstore order consists of more than 1 product, the delivery time may vary if items are sent from different locations (due to different suppliers). We may prioritize pieces of your Zstore order and ship them separately. The products may be delivered to you in separate parcels at separate times.

After you have selected the item that you intend to purchase in "Shopping Cart", you may click on the "Checkout" button and the shipping fee will be displayed at the checkout page.

In this case, your parcel may have been received on your behalf by someone else. We gently suggest you to check the following:

• - Family members at your shipping address
• - Your neighbors nearby your shipping address
• - Guardhouse at your shipping address
• - Your office reception at your shipping address
• - Your office mailing room at your shipping address

Note: If you still can't locate your parcel, you may contact our Careline for assistance.

You may request a refund with valid evidence for your Zstore order if you have met one of the criterias below.

• - Product expiration date / best before date is shorter than 6 months (upon received)
• - Damaged product upon received
• - Failed delivery of Zstore order after standard 10 working days
• - Zstore product page showing “Out of Stock” upon order successfully paid

For more details of the Zstore order refund procedure, kindly contact our Careline for assistance.

After the refund request has been acknowledged by our Careline, it may take 10 working days to complete the refund process.

Note: For more details of the Zstore order refund procedure, kindly contact our Careline for assistance.

Kindly contact our Careline for more details of the Zstore order refund procedure.