When will I receive my purchases after placing an order with KL Sogo?
You will receive your purchases within FIVE (5) working days from the date you receive your order acknowledgement.
How can I check the status of my order and the shipping progress?
To check on the status of your order, please click Order Tracking. Contact us at 1300-88-7646 or Live Chat for assistance.
Can I view my Order History?
What are the payment options at KL Sogo?
We use the most popular online payment gateway, iPay88 for all credit card and online bank transactions. Click here for more details.
What happens if I get an error message during the payment process?
This may happen when you experience an interruption with your internet connection. But not to worry, you may check the status of your order in Order History. Only successful payment(s) will appear in the Order History.
If your payment was not successful, please proceed to the checkout page and follow the payment instructions.
You can always call us at 1300-88-7646 or chat with our Customer Care team via Live Chat for assistance.
Can I place an order for items that are currently "Out of Stock"?
Yes. However, this function is only available for selected items. Do look out for the "Back Order" button on the product page.
No immediate payment is required for successful Back Order requests. An email will be sent to you when the stock for the requested item is available. Just follow instructions in the email to make your purchase.
How do I add an item to my shopping cart?
Step 1: Click on the item you wish to purchase. You will be directed to the product page.
Step 2: Select your preferred variant and quantity then click on "Add to Cart" at the bottom right.
Step 3: Click on "Shopping Cart" at the top right to check out when you're done.
Can I change the items in my shopping cart?
Yes, you can easily remove an item or change the variant or quantity of the item(s).
What is 'Add to Reservation'?
When an item is included to the 'Add to Reservation', it will be reserved for the customer to view the item at our store before purchasing it.
Are all items available for Reservation?
Only items with the 'Add to Reservation' button on the product page can be reserved.
How long will the item(s) be reserved for me?
The item(s) will be reserved for you for up to 3 days from the Reservation Date.
Can I purchase the items in store after I viewed them?
Yes, just proceed to the cashier counter with the item. If you need time to consider after viewing the item(s), you may log in to the site and checkout within the reservation period. Click here to Manage Reservation.
How can I create my own Wish List?
Click on 'Wish List' under Menu and you'll be directed to Manage Wish Lists. Click 'Create New' and start creating! Don't forget to include your shipping address too.
How do I add items to my Wish List?
Just click on the '+ Add to Wish List' on the product page and you can select the list you want the item(s) to be added to.
How can I share my Wish List?
Go to Manage Wish Lists and click the 'Share' button to share the list you want via Facebook or email. Not only will the receiver be able to access and view the shared list, purchases can also be made by clicking the checkout button.
It has been 5 working days and I have yet to receive my order.
Please contact us at 1300-88-7646. Don't forget to provide us with your Order ID. Alternatively, you may also use Live Chat to ask our Customer Care team for assistance.
Do you provide free shipping at KL Sogo?
Yes. Free shipping is available for most orders. Visit here for more details.
How do I know my shipping charges?
The shipping cost will be calculated for you and it will be shown in the Order Summary. For more on our shipping charges, click here.
Can I split my purchases to be delivered to multiple addresses?
Yes. You may add as many addresses as you wish with our Multiple Checkout. Click here to find out more about the Multiple Checkout.
Can I ship to an address outside of Malaysia?
We currently do not offer delivery outside of Malaysia but we're working on it.
Do you ship to P.O Box addresses?
Our courier service provider, PosLaju does deliver to P.O Box addresses, and the person in charge, whether it's a guard or shop owner is required to acknowledge the receipt of goods.
However, there will be times where the recipient is required to collect the items from the nearest Pos Laju centre.
Can I return my purchase?
How long do I have to return an item?
You may return your purchases within 14 days of the date you receive the product. Click here to find out more about our Return Policy.
How can I change or cancel my order after it has been submitted?
Will I be charged for any cancellation?
No charges will be imposed if the item is not shipped. Shipping charges will only be deducted from the amount refunded to you once the item is shipped.
What are the modes of refund available?
All refunds for approved cancellation of orders will be made in the form of e-vouchers, which will be sent via email.
Will I receive S-Points when I purchase online?
Yes, you will earn S-Points for all your online purchases. That’s 1 S-Point for every RM1, except for supermarket items, which is 1 S-Point for every RM2 spent. Click here for more details.
How do I redeem S-Rewards items with my S-Points?
You may redeem in store at the Customer Service Centre, 7F. But do look out for our online redemption which will be available real soon.
If you’re an Online Member or Guest, you may enjoy this benefit by signing up as an SOGO Card Member. For more on the SOGO Card Rewards & Privileges, click here.