Welcome to BookWeb Malaysia
A User's Guide
1. Dispatch and Delivery
a. Delivery Options
Self collection is not available. For reservations, please contact our store.
b. Domestic Delivery
Within Peninsula Malaysia:
You can enjoy free delivery if you spend RM300.00 and above on a single order. We will charge a delivery fee of RM8.00 if you spend less than RM300.00.
For East Malaysia:
The delivery fee for less than RM500.00 in a single order is RM40.00.
Note: No delivery service to isolated islands within Malaysia, except Pulau Langkawi.
c. International Delivery
Delivery charges depend on the weight of the package and the country of the destination. We will let you know exact delivery charge upon dispatch. Please note your delivery may also be subjected to customs charges, over which we have no control, and which must be borne by you.
d. Estimated Delivery Time
e. Guide for Availability Status
Please see below for an explanation of the terms on our product detail pages:
i. Usually dispatches within 3 working days:
This item is in stock at the Fulfilment Centre and will take this amount of time to pack and prepare for dispatch. Estimated delivery date for domestic delivery is 2-3 working days after dispatch.
ii. Other specific length of time (e.g. 2 to 4 weeks):
This item will take this amount of time to import from overseas supplier, pack and prepare for dispatch. Estimated delivery date for domestic delivery is 2-3 working days after dispatch.
iii. Available for pre-order:
The latest release date information that we have for the item will be displayed on the product detail page. If you want to pre-order the item, we will dispatch it once the on-sale date passes and the item is made available to us from the supplier. Note on imports: Pre-order items imported from another country may take longer to dispatch once the release date has passed.
iv. Out of stock:
This item is currently not in stock but it is available for ordering. If you place an order, we will send you an email with the expected delivery date as soon as we have that information from our suppliers.
Note: Your order may be cancelled depending on stock availability of the supplier.
v. Currently unavailable:
This item is currently unavailable for ordering and we don’t know when or if this item will be in stock again.
We will inform you via email if the availability estimate changes or if any items in your order prove to be unavailable. And we do not charge your credit card until after your order has entered the dispatch process.
f. Ordering items with different availabilities
(Delivery to Malaysia Address)
i. If you spend less than RM300.00 in a single order:
If your order is less than RM300.00, we will send them to you when all the items are available for RM8.00 in within Peninsula Malaysia and RM40.00 in East Malaysia.
In within Peninsula Malaysia
If your order is less than RM300.00, we will send them to you when all the items are available for RM8.00 in within Peninsula Malaysia.
If you order an item marked as ‘Usually dispatches within 3 working days’ and we are unable to send to you due to the item becomes unavailable at our Fulfillment Center, we will order it from the supplier and deliver it to you for free.
If you order an item marked as ‘Usually dispatches within 1 to 3 working days’ and another marked ‘Available for order from suppliers’, we will send both to you when all become available for RM8.00.
If you require us to send you the available item first, we will send it to you for RM8.00. The second delivery will be charged at RM4.00.
For East Malaysia
If your order is less than RM500, we will send them to you when all items are available for RM40.
If you order an item marked as ‘Usually dispatches within 1 to 3 working days’ and another marked ‘Available for order from suppliers’, we will send both to you when all become available for RM40.00.
If you require us to send you the available item first, we will send it to you for RM40.00. The second delivery will be charged at RM20.00.
ii. If you spend RM300.00 or more in a single order:
If your order is RM300.00 and above, we will send them to you when all the items are available for free. Delivery to East Malaysia is free if your order is RM500.00 and above.
Should you need any of your orders to be delivered in a separate delivery, please contact us via email so that we can arrange for that.
g. Exchange and Refund
Exchange and Refund Policies:
i. Only exchanges on defective items will be accepted. Exchanges have to be made within 7 days from the date of receipt. You have to provide our staff with receipt. All exchanges will be processed only at Kinokuniya KLCC Store at Customer Service Counter.
ii. We regret that no refunds will be made.
How to exchange:
Please contact us by email before coming to our store if you have intention to exchange an item you purchased from BookWeb Malaysia.
If you find the item you bought is defective, please contact us by email so that we can arrange an exchange of the item.
Operating Hours: 10 am to 6 pm
2. Ordering and Cancelling
a. How To Order
i. Find the Items You Want:
You need to browse or search for the items you would like to buy. Keyword Search Box is located on every page of BookWeb Malaysia. You can also utilise Advanced Search. When you find an item that interests you, click the title of the item to see Details Page. Here, you will find more information about the item, including an availability estimate of how long it will take before the item will be ready to leave our Fulfilment Centre.
ii. Add the Items to Your Shopping Cart:
If you find the items you would like to buy, click the ‘Add to Shopping Cart’ button on the search result list or the item’s product detail page. You can keep searching or browsing until your basket contains all of the items you want to buy. Contents of your Shopping Cart can be accessed at any time.
iii. Check the Items You Added:
Click the ‘Check Out’ button in the Shopping Cart to see all of the items you have added. You can remove the item(s) you do not want. When you are ready to place an order for everything in the Shopping Cart, click the ‘Check Out’ button.
You will be asked to login to go to the next step if you haven’t. You can create an account if you are new to BookWeb Malaysia.
v. Choose a Gift-Wrapping Paper (optional):
Tick ‘Wrapping’ box if you want us to gift-wrap an item. Then you will see a new pop-up window so choose a paper design. Click the image of gift-wrapping paper you want. You can also send a card with the item. Tick ‘Attach Message Card’ box and type message you want us to write in the appearing box.
vi. Choose Shipping Information:
Select ‘Same as Billing Address’ if you want us to deliver your order to the address you gave us when creating your account. Otherwise, select ‘Other Delivery Address’ and tell us where you would like to send your order to.
vii. Change Your Credit Card Information (optional):
Click the ‘Modify Payment Information” button if you want to use another credit card or update the expiry date of your card.
viii. Review and Place Your Order:
Click ‘Next’ button to review your order. Then, make sure that all information provided is accurate. When you are ready, click the ‘Place My Order’ button to submit your order. Once you have placed your order successfully, your order number will appear on the page.
If your order does not go through, you will see the following message: ‘Your order process has failed due to invalid credit card’. Please contact the bank that issued your card in order to find out the reason.
ix. Check Your Order Status:
If you would like to check order status, click ‘Order History’ link located on the left side of most pages on BookWeb Malaysia.
You can place an order for items which haven’t been released yet and we do not charge your credit card until the order has been dispatched. If you place an order that contains both pre-order and currently available items, you may not receive the order until all the items are ready.
Ordering Chinese Books and Malay Books:
Traditional Chinese books are available but Simplified Chinese books are currently unavailable from BookWeb Malaysia.
Magazines are only available at our retail store.
If you are ordering or purchasing items for a corporation or institution, contact our sales office and open a corporate account:
3. Payment, Pricing and Promotions
a. Payment Options
You can pay by credit card. We currently only accept Visa and MasterCard. Please note that debit card is not acceptable.
When your account will be charged:
We do not charge your credit card until after your order has entered the dispatch process.
Items in your shopping cart will always reflect the price shown for the item when you first added it to your cart. Adding an item to your cart reserves the price shown at that time. Please note that this price may differ from the most recent price displayed on the item’s product detail.
Some discounts are limited time offers. Also, as the discount we are able to offer for any item is dependent upon its availability, our price will necessarily change on occasion.
c. Price for Pre-order and Out of Stock item
For items with a future release date and items which are temporarily out of stock, the BookWeb price may change between the time of order and the date the item is dispatched. We will inform you via email if the price is changed before dispatch.
d. Price difference between BookWeb and our retail store
The prices may vary between BookWeb and our retail store.
4. Manage Your Account
a. Changing Your Account Details
To change your username and home address (billing address), click the ‘Modify Personal Information’ link under ‘Account Information’ located on the left side of most pages on BookWeb Malaysia.
To change your credit card information, click the ‘Payment Information’ link under ‘Account Information’ located on the left side of most pages on BookWeb Malaysia.
b. Closing Your Account
To close your account, click the ‘Cancel BookWeb account’ link under ‘Account Information’ located on the left side of most pages on BookWeb Malaysia, where you will find the account cancellation request form.
You cannot close your account if you have any orders in process. And please note that your account will no longer be accessible once it is closed and you will need to create a new account if you want to order from us again.
c. Log Out from BookWeb Malaysia
The log out button is available in the upper right corner on any of most pages on BookWeb Malaysia.
You will be automatically logged out when the current session times out, which will happen if you have no activity on BookWeb Malaysia for 30 minutes.
d. Forgotten Password
We cannot tell you your password for security reasons, but we can certainly help you to acquire a new one by sending a personalized link to your email address.
Click the ‘Forgot Password?’ link which you can find on the login screen to acquire a new password.
e. Forgot Your E-mail Address
Click the ‘Forgot E-mail?’ link which you can find on the login screen and gives us your account information. We will let you know via email once we verify you as the owner of the account.
5. Security and Privacy
We are committed to protecting your security and privacy at BookWeb Malaysia. We promise to keep safe and secure your name, address, credit card detail and any other information you gave us.
By creating an account, you are agreeing to be bound by the terms and conditions between you and Kinokuniya Book Stores of Malaysia Sdn Bhd.
6. Further Help (Customer Service)
If you need any further help, please contact us via email or phone.
Operating Hours: 10 am to 6 pm
(Monday to Friday, except public holidays)