IMAN Customer Service FAQ
Creating an account
Don't have an account yet?
Here’s how to get started with us and you can start shopping with your account!
You may log in either via website account, or Membership IMAN+ account as shown below:
1. Log in via website account. Go to the Account icon at the top right corner of your screen; or
2. Log in via website account. Go to the Account icon at the top right corner of your screen; or
How to place an order
First time shopping with Iman Shoppe? Follow the simple steps to place your order :
Step 1: Search the preferred book, you may click “Quick View” to view the details of the product.
Step 2: Click “Add to Cart”. You can either continue shopping, or if you are settled on purchasing your item(s) go to the following step.
Step 3: Click on the bag icon at the top navigation tab of your screen and select "Checkout".
* If you have any special request or notes for the receiver or seller, you may write it down in the given box.
Step 4: Insert ALL the contact information and shipping address. Before clicking on “Continue to shipping”, be sure to review your order as highlighted below:
- Review your delivery address. If you have already logged to your account, both fields have been saved from your previous transaction.
- Apply promo code (if any),
- Confirm Grand Total Amount.
Step 5: Select the shipping method and click on “Continue to payment”.
* Order confirmation emails and order-related communication will be sent to the email address you signed up with, so please ensure to provide a valid email address!
Step 6: Choose your preferred method for payment.
All transactions are secure and encrypted:
- To pay via credit/debit card, choose PayPal.
- To pay via online banking such as Maybank2U or CIMB Clicks, choose MOLPay.
After clicking “Complete order”, you will be redirected to the preferred payment platform to complete your purchase securely. There are no changes of order can be made after completing the order.
You’re done! You will be receiving an order confirmation email shortly after your order is placed as well as an order shipped email once your item(s) is shipped out of our warehouse to our delivery partners. It’s that simple!
Order confirmation email
Upon checking out, you will be given your order number. Once your order is confirmed, an order confirmation email will be sent to the email address provided by you. The email contains:
- Your order number
- Order summary
- Your billing and delivery addresses
- Shipping and payment method
Change or Cancel Your Order
Place your order but realise you need to make some amendments to your order details? Unfortunately, the following changes are no longer possible once you have completed checkout. All SALE and promotional-priced items are non-returnable, non-refundable and non-exchangeable.
How to change the delivery address.
You've just placed an order but realise you've made a mistake with your address? If it's within the hour, please contact our friendly customer service via website chat (bottom right corner) and we might be able to tweak your order for you.
Out of stock items
Searching for your preferred book, but the item is sold out?
Kindly insert your email address at the page of the product. You will receive an email notification from us once the product has been restocked.
One of the great things about shopping on IMAN is that we offer you a diverse selection of payment options!
1. PayPal - payment using Credit/Debit Card.
You can sign up for a PayPal account by going here to create your PayPal account.
2. MOLPay - It is an Online Payment Gateway System. An online payment option by PayNet (formerly known as MyClear) that allows consumers to make real-time online payments using their current or saving account.
- CIMB Clicks
- Maybank2u
- RHBNow
- AmBank
- Hong Leong Bank
- Bank Rakyat
- Bank Muamalat
- BSN and others
3- Grab Pay -Shopping on IMAN is now more convenient as we introduce GrabPay - our latest payment option! Earn Grab points with every transaction made, track your spending through instant payment notifications, and take comfort in their award winning wallet security!
Please ensure you have a valid Grab account, with sufficient GrabPay credits, before you proceed with our payment option for GrabPay, as payment can only be made via a single transaction.
Step 1: Choose MOLPay to proceed with Grab Pay
Step 2: Tap on “Payment Options and click on “Grab Pay”
Step 3: Log in Grab Pay
You will be asked to key in your phone number for verification purposes. Type in your phone number and tick the "terms & conditions" box to proceed.
You will then receive a SMS with a 6-digit code for you to input.
You will then receive a SMS with a 6-digit code for you to input.
4. Boost Wallet
Payment is made even simpler now with Boost on board at IMAN!
Step 1: Choose MOLPay to proceed with Boost
Step 2: Tap on “Payment Options and click on “Boost”
Step 3: Complete the payment with Boost. Sign in to Boost or scan the QR code provided to pay via your Boost e-wallet.
5. Maybank QRPay
Make instant and cashless payment with Maybank's QRPay! It allows you to make cashless payments directly from your Maybank2u app.
It’s so easy! Simply tap the ‘QRPay’ icon on the platform and scan to pay.
Payment will be deducted directly from your bank account so you don’t have to worry about topping up.
Step 1: Choose MOLPay to proceed with Maybank QRPay.
Step 2: Tap on “Payment Options and click on Maybank QRPay.
Step 3: Complete by scan the QR code provided to pay via your Maybank QRPay.
Using voucher codes to enjoy savings is as easy as 1-2-3! Select your preferred platform below and read on to know more on how to use a voucher code. Do note that you can use only one voucher code per order. So do save your codes for your next purchases!
Step 1: Select your item for purchase.
Step 2: Add to cart and tap on the bag icon to view your cart.
Step 3: Insert ALL the personal information and scroll to the right of your screen. Type out the discount code and select “Apply”. Then continue the checkout process as usual.
Domestic
Tired of waiting for long?
Enjoy next working day delivery if you place your order before 12.00 pm during weekdays. For weekend delivery, the postage will be processed on the next Monday.
| Peninsular Malaysia | East Malaysia | |
|---|---|---|
| Delivery Period | 2-3 working days | 3-4 working days |
International
Yes, we do deliver worldwide as we have received a lot of orders and great support around the world. IMAN aims to deliver your items in the fastest time possible!
| Country | Singapore
Brunei Indonesia | Vietnam
Australia Thailand Myanmar | India
Bangladesh Pakistan Laos Macau Taiwan |
USA United Kingdom New Zealand Hong Kong China South Korea Japan |
|---|---|---|---|---|
| Delivery Period | 2-3 working days | 3-4 working days | 4-5 working days | 5-7 working days |
You also can view and check the delivery time once selecting the shipping method. The delivery period may take longer during Public Holiday and Festival Days. Any inconvenience problems by courier may be expected to be delayed in delivery and transport.
Note:
- Shipping fees for domestic and international may vary depending on the weight of the parcel.
- The charges of weight can be identified once you are checked out at the website.
- Delivery of parcel according to order number. We don’t send it based on the same address or same name of receiver.
- Any request custom delivery time, you may contact our representative through Whatsapp (013-2875747) or email us at sales@imanshoppe.com.
- There may be a slight delay when processing your returns during peak periods. However, rest assured that we will do our best to minimise this delay and update you on your returns as soon as possible. Please accept our apologies for any inconvenience caused.
Tracking number
Tracking number will be given once the parcel has been delivered via registered sms and email.
You may check the status of delivery according to the list courier below:
| Courier | Tracking link |
|---|---|
| Pos Laju Malaysia | https://track.pos.com.my/postal-services/quick-access/?track-trace |
| City Link | https://www.tracking.my/citylink |
| TNT | https://www.tnt.com/express/en_my/site/shipping-tools/tracking.html |
| FedEx | https://www.fedex.com/apps/fedextrack/?action=track |
Once your order is delivered and handed over to the respective delivery courier, contacting them directly will be more efficient and faster to receive updates on any questions or concerns you may have regarding the whereabouts of your order.
Note: It may take up to 24-48 hours for your tracking number to activate.
All items are non-refundable once you have checked out and completed the payment of the order.
Exchanging products are strictly not allowed. You may log in and purchase a new order from the website.
Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded.
Defective or Incorrect item
We are very sorry and we would like to send you a new parcel with a special free gift.
Please drop us an email sales@imanshoppe.com with the following details:
- Your order number
- Personal details (Name, Email, Address and No Tel)
- The matter of the issue (e.g. incorrect/defective item)
- Pictures or videos, whichever applicable
Note:
For damage/incorrect items, you don’t have to return it to us. Just keep it by yourself, we will take the responsibility for all the inconvenience caused.
Parcel Problem
You haven't received a parcel yet? The parcel stuck at PosLaju Office?
Don’t worry we will check the parcel tracking for you.
For parcel return issues, if you did not collect at PosLaju Office within 7 working days, your parcel will automatically return to Iman Publication. We will charge a new postage for your parcel and deliver it to the respected address. Make sure the address is the latest delivery address.
You may contact our representative Customer Service via Whatsapp (013-2875747) or email us at sales@imanshoppe.com.
Note: There may be a slight delay when processing your returns during peak periods. However, rest assured that we will do our best to minimise this delay and update you on your returns as soon as possible. Please accept our apologies for any inconvenience caused.