KINOKUNIYA (KLCC) F.A.Q. Below are the answers to some of our frequently asked questions: Dispatch and Delivery
Self collection is not available. For reservations, please contact our store.
In 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.
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:
The delivery fee for less than RM500.00 in a single order is RM40.00.
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.
Note: No delivery service to isolated islands within Malaysia, except Pulau Langkawi.
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.
Estimated delivery time:
Guide for Availability Status
Please see below for an explanation of the terms on our product detail pages.
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.
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.
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 release 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.
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.
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.
Ordering, Exchanges and Refunds
Ordering items with different availabilities:
(Delivery to Malaysia Address)
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.
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.
Exchange and Refund
Exchange and Refund Policies:
1] Exchanges will be accepted within 7 days from the date of receipt in saleable condition. You have to provide our staff with receipt. All exchanges will be processed only at Kinokuniya KLCC Store at Customer Service Counter.
2] 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.
Operating Hours: 10 am to 6 pm
(Monday to Friday, except public holidays)
Ordering and Cancelling
Cancelling on order:
We begin processing orders as soon as they are placed, so it’s not possible to cancel your order.
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.
Payment, Pricing and Promotions
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.
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.
Price difference between BookWeb and our retail store
The prices may vary between BookWeb and our retail store.