Faqs
HOME – Faqs
What is madinah shop?
madinah shop is your high quality grocery shopping experience. Shop for fresh produce and variety of essentials for your everyday kitchen and find the best healthy and fresh items at our online store.
How do I shop at madinah shop?
Just follow these simple steps:
1) Create an account at www.madinah.com.my
2) Key in your postcode to check which is the nearest store for you to browse and shop
3) Add item(s) to your cart & put in your remark
4) Click “Self Pickup” or “Delivery”
5) Set your preferred date & time
6) Checkout, Pay & you’re Done!
What should I do if I forget my password?
If you forget your password, you can reset it by using the ‘Recover Password’ button on the sign in page. Follow the link and enter your email address. We will send you an email with a link to reset your password. Then, simply enter a new password and reconfirm it to complete the password change.
Orders & Packaging
How do I check the status of my order?
You will be notified via text/WhatsApp when your order is packed and ready for pickup/delivery. You can also go to “My Order Status” to check on the status of your order.
Can I schedule my order(s) in advance?
Yes you may, provided that it does not exceed 3 days from the date of the order is created to the date of delivery/self pickup.
Can I order from multiple stores?
Yes, separate registration is required to each store for ordering. Please note that we don’t do cross deliveries.
For areas which are not covered, do select self-pickup option upon checkout. Self-arrange own driver to collect order at premise once ready for collection/pickup. Item can be collected at Customer Service counter.
madinah shop reserve the right to suspend, deactivate or terminate your madinah shop account in its sole discretion if it reasonably suspects or detects fraudulent behaviour or activity associated with your madinah shop account and/or with your Order. For further info, check our Terms of Use.
How can I edit or cancel my order?
Unfortunately you may not have the option to edit or cancel your order after order created. However, you may contact our Customer Support via call or WhatsApp for further assistance during our business hour or simply email to us at
What is your cancellation policy?
Once your order is placed & our shopper has started picking the items; for technical reasons, you cannot cancel your order. However, you have the option to check all your items before accepting them at the door. madinah shop reserve the right to cancel any Order for such reasons involving quality control, wrong pricing, insufficient and/or damaged stock as well as the right to suspend, deactivate or terminate your madinah shop account in its sole discretion if it reasonably suspects or detects fraudulent behaviour or activity associated with your madinah shop account and/or with your Order. For further info, check our Terms of Use.
What happens if something is out of stock?
When something is out of stock at the store, we do our best to replace it with a similar item. During checkout, you can choose to let your shopper pick the replacements themselves by stating in your note section to have them call or message you with suggestions or ask that no replacements be provided at all.
How are my orders getting packed?
You may purchase a selection of reusable or chiller bags during the checkout process. For purchases without any bag selection, goods will automatically be placed in plastic bags.
Who will be handling my order for pickup/delivery?
Your grocery will be selected by specially screened and professionally trained Personal Shoppers and they will have them ready by the collection time you have set online when you confirm the purchase. Your delivery will be done by our third-party delivery partner.
Can I add special notes for my groceries (e.g. cut the chicken, clean fish, deliver to doorstep) to the products I ordered?
Yes, you can see a section named “Add a note to your order” inside your cart. Please type in your request and our Personal Shoppers will try to fulfill your requirements. Regulations of madinah shop apply.
Delivery & Pickup
Is there a minimum spend?
We offer a minimum spend of RM40 for Store Pickup and there is no minimum spend for Home Delivery.
How much are the delivery fees?
The delivery fee starts from RM 8 depending on your delivery address. Get FREE delivery when you spend above RM 250 in a single checkout.
What are the delivery hours?
Our delivery hours are between 11 AM and 7 PM, Monday to Sunday (including Public Holidays).
What are the pick-up hours?
Our self pickup hours are between 11 AM and 6 PM, Monday to Sunday (including Public Holidays). Payment for your purchase must be made before 9AM for the earliest pickup time and before 4PM for the latest pickup time for same day pickup. We have a 2 hour order process time.
How fast is the delivery?
We can deliver to you in the next 2 hours onward. E.g : If you create an order at 1 PM, please estimate that the delivery to be received as earliest as 3 to 4 PM.
Which area do we cover?
As of now we do cover a selected madinah shop which are located at M City, KL Gateway, Subang Parade, Atria Mall, Mont Kiara, Tamarind Square (Cyberjaya), Central i-City (Shah Alam), Publika, The LINC KL, IPC Shopping Centre, EkoCheras Mall, Melawati Mall, Gamuda Walk Mall (Shah Alam) & Tropicana Gardens Mall.
How can I check if you deliver to my area?
You will be prompted to key in your postcode once you have entered our website to see if your area is covered within our selected stores for delivery. Once your area is covered by us, you will be re-directed to the nearest store and you can continue to shop there.
Why is my order delayed?
Our goal is to get your order to you as quickly as possible. Different events at certain time can impact deliveries such as operational issues, road issues or weather condition. We will notify you the soonest of such delays via email notification.
If you are experiencing an extended delay, please contact Customer Support. You may also request for a reschedule to a different delivery time or day; whichever convenient by contacting us via call, WhatsApp
Payment, Return & Refund
What are the payment options?
As of now, we are accepting Credit Card & Debit Card (Visa & MasterCard), FPX, Maybank2u, CIMBClicks, eWallets and more. Kindly check at the payment page for the payment options before completing your order.
What is the payment process?
If you’ve paid using credit or debit card, a notification will be prompt as a confirmation of the payment to be made. Once you have receive the goods with the receipt attached, the payment then will be charged based on the amount in the receipt given. Any extra charges from the receipt will be refunded back to your original payment method.
Is online payment here safe?
We are using Razer Pay Service (formerly known as MolPay), a reputable and leading in regional Payment Gateway Provider. The company is notified under Malaysia’s Payment System Act and also PCI Data Security Standard (DSS) compliance which is the highest standard in the payment industry to ensure all transactions are safeguarded. For more info about PCI DSS, please click here. The information exchanged during checkout is encrypted using this SSL protocol to ensure that businesses follow the best practices for protecting our customers’ payment card information. As a fraud-preventive measure, we will send you a confirmation email once your order is confirmed. If you receive an email confirmation for a transaction you did not approve, please contact your bank directly to raise this issue and they will liaise with us on your behalf.
Why can’t I complete my payment?
Should any payment failures occur, you would receive an error message detailing the cause of your payment failure on our checkout page or via email. Here are a few common reasons for payment failure:1) Insufficient Funds
2) Bank declined transaction
3) 3D authentication failure
If you encounter other payment issues, please let us know either by call, WhatsApp or even by emailing with images of the error message / technical issue and we will get back to you as swiftly as possible.
How do I review my receipt?
You will receive your receipt via email after you have collected your purchase and confirmation receipt after you have made your purchase.
Can I receive a tax invoice for my purchases?
Definitely! Just send us the request at shop@madinah shop.com with your order number as reference. Please note that it may take a few days for your invoice to be generated.
Are prices the same for online and in stores?
Since product assortment and stock levels for items may differ between various stores and via online, the sale pricing and promotions may not always be the same. All pricing promotions and product availability are subject to change. We will charge according to final price in printed receipt.
How do I report a problem with my order?
If you have any problems with your order, let us help you! Please let us know either by call or WhatsApp with photographic evidence (where relevant) and we will get back to you as swiftly as possible.madinah shop
Please note that complaints or requests requiring refunds/exchanges must be made within three (3) days after your order has been collected/received/delivered.
Please note that refunds for perishable and/or semi-perishable goods (example fish, vegetables, dairy products, fruits, bread, onion, potato, pies, cake etc) will only be considered if these items are rejected at the time of collection/delivery.
Refunds will not be provided if you do not reach out to us regarding your desired refund within the aforementioned time frames. Please refer to our Return & Refund policy.
Will I get the exact same item as shown in your picture online?
Kindly take note that all pictures of the items are for reference and illustration purposes only and do not reflect the actual size of the product.
Most of the products shown may experience changes in packaging designs/info/content from time to time, without any prior notice due to various reasons. Any content shown is for reference purposes only. madinah shop
madinah shop DOES NOT take any responsibility for any of the product’s information/nutrients/ingredients as this information comes from the product manufacturers and/or suppliers.
Kindly check directly from the manufacturer’s source for any accuracy and/or additional information on products related.madinah shop
How do I return items?
Should you find that any items that you have received are incorrect or not up to your satisfaction, you can reject it on the spot by letting our Support Staff know at collection or reach out our Customer Support immediately upon receive. We will only charge you for items which you accept.
No ‘change of mind’ returns, or exchange allowed on all items. Please note that we also do not accept wrongly purchase, no clear instruction given in remark kind of refund request.
For self-pickup orders, our aim is that all our products are picked and packed accordingly. You are advised and is mandatory to check order upon collection. No returns or exchange will be entertained should there be any dispute.
Once you have confirmed the items you have received and accepted them, the transaction is considered finalized, and any further returns will be up to management discretion.
If you believe you have a valid reason or complaint, please ensure to contact our customer support via within 72 hours together with photographic evidence (where relevant).
For more info on returns, visit our Return & Refund policy page.
Can I return the item for exchange to any of store?
Please proceed to the same store that you have ordered the items from. Exchange at a different store, or directly to the merchant is strictly not allowed. .madinah shop
What is payment due?
Once you have received the goods with the receipt attached, should there be any extra payment required, Additional Payment Request email will be sent to you in 72 hours and if there’s any reimbursement it shall be refunded back to your original method of payment within 7-14 business days.
Why is the total amount different in my order and receipt?
Physical receipt will only show the amount of items you have purchased, excluding Delivery Fee or any discount by using madinah shop promo code upon checkout online, the discount will auto apply on your amount to be paid. madinah shop
Other reason(s) for the total price difference might also be due to:
a) Weighing items – It is nearly impossible to get the exact weight requested on day of purchase, however we will try to select the closest weight for you.
b) On Sale items – The price difference on promotional items might occur when a scheduled order is processed after the promotion has ended.
Therefore, all prices shown on your receipt is based on your delivery date, not purchase date and you will be getting the overall purchase amount summary upon reconciliation within 72 hours after delivery. madinah shop
What is a pro rata refund?
madinah shop offers pro-rata or prorated refunds for our items. For any refund amount which does not exceeds to more than RM5 per refund, the amount will be refunded to the original method of payment. However, a refund in the form of a Voucher Code would be generated and issued for any refund amount that does exceed the amount mentioned.
madinah shop
When will I receive my refund?
Any extra payment made will be refunded back to your original method of payment. Please allow 3-5 business days from goods received date to process your reimbursement. Please note each issuer bank will have different time periods from 7-14 working days to reflect the refunded sum in your bank account/ statement.
Miscellaneous
How do I unsubscribe to berkat madinah shop newsletter?
At the bottom side of every newsletter email, there is a small ‘Unsubscribe’ button that you can click to unsubscribe from our newsletters. Shucks, we’re gonna miss you!
How do I rate my order?
Thank you for your support! We welcome any comments, suggestions, or feedback you have for us regarding your order that helps us to improve our service. Feel free to email us at [email protected]
