Frequently Asked Questions
How can we help you?
Do I have to create an account before I shop on kpmarket.com.my?
Yes you do, but don’t worry, creating an account on kpmarket.com.my is very easy, safe and it’s free! Simply sign up here!
1. How do I make a purchase?
- Login to your KP Market account by entering your user email and password
- On the product page of the item you wish to purchase, click on ‘Add to Cart’ to add items to your shopping cart
- You can select the quantity you need by changing the number in the box under the ‘Quantity’ column
- To review the items in your shopping cart, click on the ‘Shopping Cart’ icon at the top right of the page
- If you have an applicable ‘Promo Code’, or ‘Discount Code’, enter it into the ‘Use Coupon Code’ box and click ‘Apply Coupon’. The total price will be updated with the applicable discount.
- Review your order at the ‘Shopping Cart’ page. Once you have done shopping, and are ready to place the order, click on ‘Checkout’
- Fill in all the necessary personal and delivery details, then select your preferred payment method
- Do take the time to review your order and total amount payable before proceeding to make the payment, as KP Market is not liable for delivery failures due to incorrect delivery detail input.
You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you have received a confirmation email.
2. What and where is my order confirmation number?
Your order confirmation number can be retrieved from
- the confirmation email
- the ‘Order Status’ under ‘My Account’
3. How long does it take to confirm my order?
Orders will be confirmed once payment has been completed. An order confirmation will be sent to your registered email. Please check your registered email for order confirmation.
4. Why does my order status show ‘payment pending’?
In most cases, payments are processed immediately. Once payment is completed and confirmed, the order will be confirmed and you will receive a confirmation email, and a separate email informing you of the delivery details. If you do not receive a confirmation email within 24 hours, please contact us. Do not re-create your order to prevent duplicated orders.
5. Can I amend my order or order time after it has been confirmed and paid?
Unfortunately, any orders that have been placed and payment completed CANNOT be amended, as we process all orders immediately.
6. Can I cancel my order?
For technical reasons, once your order is placed and payment completed, your order cannot be cancelled. Please review your order carefully prior to checkout.
7. I am having issues with the voucher code. Why is this so?
All our vouchers are for one-time use only, so please check the following:
• All voucher codes are valid for one-time use only
• The voucher expiration date
• Only 1 voucher code can be used per order
• The discount may not be valid for use on certain items in your order (please see terms and conditions of the specific voucher)
• The voucher discount may be non-applicable for your chosen payment method
• Further discounts are not applicable on sale items
8. What do I do when items in my shopping cart are out of stock?
In the event that your item is unavailable, in your ‘Shopping Cart’ page, please click ‘x’ to remove the specific product. This will not affect the other items in your shopping cart.
9. I am facing problems ordering through my mobile device.
kpmarket.com.my is programmed to be compatible on most mobile devices and browsers. Try restarting the browser and clearing the cache before logging onto www.kpmarket.com.my. If you continue to experience problems, please send us a screenshot of the error, and we will assist you as soon as possible.
The KP Market app is also programmed to be compatible on the most common versions of iOS and Android operating systems. Try exiting the application and then logging in again. If the issue persists, please send us a screenshot of the error via email to admin@kpmarket.com.my, and we will assist you as soon as possible.
10. I have received a faulty item / I have encountered a problem with the item received. What should I do?
Please email the details of the said item to admin@kpmarket.com.my immediately. In your email, please include your order number, details and / or image of the faulty items received. If possible, do not discard said items as we might need it to be collected by our courier.
11. Can I purchase items in bulk or receive more discounts with more quantity?
Due to the nature of our stocks, KP Market does not allow purchasing of items in bulk. We may limit the quantity available for purchase for specific items, so that as many buyers as possible may have the opportunity to purchase our products and selections. You are welcomed to contact our sales team at enquiry@kpmarket.com.my for further enquiries on bulk purchasing.
1. What kind of payment method may I use at kpmarket.com.my?
We currently accept the following modes of payment
- Credit Card (Visa / MasterCard)
- FPX Online Bank Transfer (Affin Bank, Alliance Bank, AmBank, Bank Islam, Bank Muamalat, Bank Rakyat, CIMB Clicks, Hong Leong Connect, Maybank2u, OCBC Bank, PBeBank, RHB Now, Standard Chartered and UOB Bank)
- PayPal
- MOLPay Cash @ 7-Eleven
2. Why does my order status show ‘payment pending’?
In most cases, payments are processed immediately. Once payment is completed and confirmed, the order will be confirmed and you will receive a confirmation email, and a separate email informing you of the delivery details. If you do not receive a confirmation email within 24 hours, please contact us. Do not re-create your order to prevent duplicated orders.
1. What are the delivery options available, and how much will shipping fee cost?
Flat rate shipping fee is calculated and charged depending on your delivery location (ie. postcode). In specific circumstances such as during a promotion period or applied to specific items, shipping fee may be free, on a case-by-case basis.
2. Can I collect my order directly from KP Market?
Unfortunately, we do not offer such service for now. All orders must be made online through the KP Market marketplace via a desktop browser, mobile browser or iOs / Android apps, that are then shipped via courier partners to your preferred shipping destination address.
3. How do you ensure that my groceries stay fresh during delivery?
All your orders are fully selected and hand-packed right before being sent out for delivery.
4. Do you deliver to my area?
Currently we only deliver to valid residential addresses (based on postcode areas) within Penang state.
5. I ordered multiple items, but only received one, where are my other items?
If you have ordered from multiple sellers in one order, you will receive your order in separate parcels, from each seller individually. Each order invoice will inform you of the items you can expect to find inside. Please refer to the order invoices from each part of your order to make sure you are not missing anything.
If you find some items missing in your parcel that has not been noted as ‘out of stock’ on your invoice, please contact us immediately with your order number and mention the missing item involved. We will investigate the matter for you without delay.
6. Why did I receive an item that is different from what I ordered?
Each seller may manage and process a lot of orders on a daily basis, though we all take extreme precautions to avoid it, occasional but rare mistakes do occur. Please contact us immediately upon receipt of product, with your order number, details and / or image of the error item(s) received. If possible, do not discard or open the packaging of the error items, and we will investigate to determine if a return or refund can be executed.
7. What should I do if I did not receive everything I have ordered?
If a product is out of stock, you will receive a notification from us. If you find some items missing from your received parcel that has not been noted as ‘out of stock’, please contact us immediately with your order number and mention the missing item involved. We will investigate the matter for you without delay.
8. I entered the wrong address, what should I do?
The delivery address must be a valid residential address within Penang state, we do not ship to PO Box addresses. Unfortunately, the delivery address cannot be amended once the order has been paid for and confirmed.
In any event that the wrong address is inputed in the order, and the package is delivered, KP Market will not be liable for any item replacement or refund of fees. The courier will charge an additional cost for change of address for undelivered parcels with wrong / invalid address.
9. Will I get charged for re-delivery?
Yes. We will charge a delivery fee based on your delivery postcode location. Please make sure you will be available to receive the items during the delivery time slots.
You can find out more about the available delivery time slots here: https://www.kpmarket.com.my/delivery
1. What is the return and exchange policy?
For perishable/food items, returns / exchanges and refunds are not applicable.
For incorrect items, we have a limited 3-day exchange policy upon receipt of order, subject to the following terms and conditions:
- Items must be in its original purchase condition, packaging unopened, unused, unmarked and not intentionally defaced in any manner.
- Items purchased as part of a set or as a multi-item pack must be returned as a whole set.
- This return policy does not apply to products which have been explicitly stated as non-exchangeable or non-returnable.
For returns, please email us, with your order number, details and / or image of the affected items. Items to be returned must meet the above requirements. Refund is only applicable if the item is out of stock.
2. Why did I receive an item that is different from what I ordered?
Each seller may manage and process a lot of orders on a daily basis, though we all take extreme precautions to avoid it, occasional but rare mistakes do occur. Please contact us immediately upon receipt of product, with your order number, details and / or image of the error item(s) received. If possible, do not discard or open the packaging of the error items, and we will investigate to determine if a return or refund can be executed.
1. Why am I unable to sign in?
There may be an error with the password or email address that you have entered. Try typing in your email address and password again. If you are still having problems signing in, please contact us.
2. I have changed my contact details, how can I edit my account details on KP Market?
Sign in to KP Market with your email and password, then select ‘My Account’ at the top right corner of the webpage. On the ‘My Account’ page, you will be able to make changes to your username, email address, delivery address, and edit email notifications.
3. Can I add, edit or delete an address?
Yes, you can. Simply update your address at the ‘Address Book’ section in ‘My Account’.
4. Oops! I have forgotten my password! What do I do?
In the ‘Sign-in’ window, click the ‘Oops, I've forgotten my password!’ button, and follow the prompts to reset your password.
5. I am facing problems ordering through my mobile device.
kpmarket.com.my is programmed to be compatible on most mobile devices and browsers. Try restarting the browser and clearing the cache before logging onto www.kpmarket.com.my. If you continue to experience problems, please send us a screenshot of the error, and we will assist you as soon as possible.
The KP Market app is also programmed to be compatible on the most common versions of iOS and Android operating systems. Try exiting the application and then logging in again. If the issue persists, please send us a screenshot of the error via email to admin@kpmarket.com.my, and we will assist you as soon as possible.
1. What is KP Market’s Privacy Policy?
Your privacy and the personal information you disclose in the process of registering and logging in to KP Market is of utmost importance to us. Please review our Privacy Policy here.