Frequently Asked Questions

Frequently Asked Questions

  • General Questions

  • Your Account

  • Shopping Online

  • Shipping & Delivery

  • Payment & Billing

  • Policies

 

General Questions

What makes COFFEEMARK different from competitors?   
The exclusive brand COFFEEMARK creates a difference with its signature unique taste and aroma that compare to none. We offer consumers the ultimate enjoyment of coffee and convenience with its single-serve sachet/stick packing.

 

I am having problems viewing the entire website

In order to use this site, you must have "cookies" enabled on your computer. To do this, go to "Tools" on your Internet browser, and then select "Internet Options". From there you will need to adjust your security or privacy settings to allow all cookies. This website WILL NOT work properly unless you do this. For Apple Macs please consult your relevant technical help team.


If you are using Firefox browser, during your first visit to the site you will encounter warning “The connection is untrusted”. To proceed, click on the option “I understand the technical risks”. You will encounter this only once and will not have to do it again on your next visit.

 

Where can I purchase COFFEEMARK products?

COFFEEMARK products are available in the online shops and also at selected supermarkets/mini markets/ hypermarkets/specialty shops.

 

Is your website secure?

The COFFEEMARK website adheres to best practice e-commerce security measures.

 

Your Account

I am new to COFFEEMARK, how do I register?

Click on Register on the top right corner on the homepage of COFFEEMARK website to complete your details.



If you would like further advice on how to register, please call our Customer Service team via Tel: 604-6438998 / Fax: 604-6441919.

 

Why do I have to register?

You will need an account in order to shop online and also to receive monthly newsletter update through email on new product range, flavors and exclusive offers.

 

I have not received the confirmation email to complete my registration to activate my account. What should I do?

Please check in your junk mail folder. If you cannot find the email, you can request for a new confirmation email.  Just log in at the top right corner of the screen using your email and password, you will then be prompted to enter your email address and a confirmation email will automatically be sent. Once you have clicked on the link in the confirmation email that you received, your account will be fully activated.

 

Please note if you fail to activate your account within 20 days, your account will be automatically deleted as this website adheres toCoffeemark’s Privacy Policy. We will not be able to retrieve your account or any details (such as code) and you will need to re-create your account. However, you will not be able to re-enter any codes that you have submitted earlier and we will not be providing you with a new one. Hence it is important for you to complete the process up to the activation of your account immediately upon registration.

 

I forgot my login information. What should I do?

COFFEEMARK website uses the combination of email and password in order to log into your account. If you forgot the email address that you used to create your account, please Contact Us. Remember, we need to do validation prior to providing you with this information.

 

To reset your password, click "Forgotten Password" above the ‘LOGIN’ button at the bottom of ‘Returning Customer’ box on the ‘LOGIN’ page after entering your email address. An email will be sent to you with a link that will bring you to a page for you to create the new password. Please remember that password field is case sensitive.

 

How can I change my account details?

To change your account information, please log in to your account using your login information and click on "Edit your account information".



If you changed your email address, a confirmation email will be sent to you. Please follow the instructions in this email to confirm the changes. You can call our Customer Service team via Tel: 604-6438998 / Fax: 604-6441919 for advice on how to change account details.

 

How do I close/delete my account?

To close/delete from COFFEEMARK, please log in to "My Account" and then click on "Delete Profile".



Please note that once your account is deleted, we will not be able to retrieve your account or any details (such as code) as this website adheres toCoffeemark’s Privacy Policy. If you want to become a member again in the future, you will need to re-create your account. However, you will not be able to reenter any codes that you have submitted earlier and we will not be providing you with a new one.

 

How do I subscribe/unsubscribe to COFFEEMARK newsletter?

To subscribe to COFFEEMARK newsletter, please log in to ‘My Account’ using your login information.  Click ‘Subscribe / Unsubscribe’ under Newsletter, then click ‘Yes’ button. You will receive notification email confirming your subscription.



To unsubscribe, please log in to ‘My Account’ using your login information.  Click ‘Subscribe / Unsubscribe’ under Newsletter, then click ‘No’ button. It will take some time to take effect and we cannot guarantee to stop any mailing activity already in production for the next couple of months.

 

Shopping Online 

How to place an order from COFFEEMARK online shop?

Select the items that you want to order and add them to your shopping basket. On the top left corner of the page, you will find a ‘Basket’ icon with a number of items at its side, click on it to view the details.  If you have COFFEEMARK account already, please log in to your account or if you are new, you will prompt you to create an account before proceeding with the checkout process.



Once you are logged in to your account (‘My Account’), you can verify your order details. You will be able to make changes to your billing and shipping address, change quantities or delete items from your basket. If you are happy with your shopping basket, click the ‘Checkout’ button proceed for payment.  Please note, do not log out of the page or use the return button while we are authorizing your Credit Card as this can result in order duplication. Once the system has completed the checkout, you will receive an email containing your order details.

 

Cancel/change order

Once you have placed your order, you are not allowed to cancel or change it.

 

Online Shop order requirements.

The following requirements have to be met in order for you to proceed with an order on our Online Shop:

-   Your shipping fee will be waived at a value exceeding RM35.

 

What is your return policy?

We want you to be pleased with your purchase. If the product you purchase is defective in materials due to our fault we may offer an exchange or refund, at our discretion as appropriate in accordance with these terms and our prevailing exchange policy, if any within 7 days from the date you receive the product together with the original invoice and in original packaging.



Please note the following condition:

- The product can be returned only in Malaysia.

- The product can be returned if it is damaged before receipt of the same by you

- The product can be returned if there is a discrepancy between ordering and delivery.

- Product must be returned undamaged and in its original packaging. (For the wrongly delivered items)

- Original shipping costs will not be refunded and you have to bear the cost of shipping the item back to us.

 

Original shipping costs will not be refunded and you will bear the cost of shipping the goods back to us. You are responsible for all goods until it reaches us. For your own protection, we recommend that you send the goods using a trackable delivery

service that insures you for the value of the goods. Please contact our Customer Service team via Tel: 604-6438998 / Fax: 604-6441919 prior to arranging the return of your order.

 

Shipping & Delivery

Can I have my order delivered to an address other than my home?

For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address during online ordering. Please note, if you choose this option, goods may be left with reception or the Mail Room.

 

Delivery to PO Box is NOT PERMITTED for security reasons.

 

Signature on delivery

If you will not be home to accept delivery of your order, consider shipping your order where somewhere you trust will be able to sign for your package.

 

For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address. Please note, if you choose this option, goods may be left with reception or the Mail Room.

 

Delivery to PO Box is NOT PERMITTED for security reasons.

 

I need to change my shipping address

You are not allowed to change your shipping address once your order has been shipped. Please ensure you entered the correct delivery address when you placed the order on our online shop.

 

I will not be home on the scheduled delivery date.

As our carrier requires a signature on delivery, the carrier will leave a calling card if you are not at home. You can then contact the carrier directly to schedule a new delivery appointment or alternatively amend your delivery address.

 

What happens if my delivery goes missing or is damaged?

In case of any problem with your delivery, we will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you.

 

If you have already received your order and find that it is damaged, please refer to our Return & Refund Policy or contact our Customer Service representative via Tel: 604-6438998 / Fax: 604-6441919for assistance.


How my order will be shipped to me?

You order will be shipped using courier service.

 

How much am I charged for shipping?

FREE shipment applies to orders exceeding RM35.

 

When my orders can be ship out?

All orders are shipped within 5 business days.

 

When can I expect my order?

Once your order has been handed over to the carrier for delivery, you will receive a Shipment Notification email with carrier and tracking information. Delivery will take 3 - 10 business days after the product has shipped depending custom clearance. Please note that all delivery lead time is estimated.

 

What time will my order be delivered?

Deliveries are made between 8 am and 5 pm on business days. Our courier is unable to provide an exact time of delivery and cannot make a call prior to delivery.

 

Payment & Billing

Payment methods

COFFEEMARK Online Shop accepts payment using credit or debit cards from MasterCard and Visa.

 

Troubleshooting credit card payment errors

Please do the following when you encounter payment errors:

-   If your credit card is new or recently issued, make sure it has been activated.

-   Double check the card type (for example, Visa), the account number and expiration date.

-   Remove dashes or spaces from the account number.

-   Check with your bank whether you have sufficient credit limit available.

-   If everything seems to be correct, call the card issuer’s customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

 

Credit card account verification

Please do the following when you encounter payment errors:

-   If your credit card is new or recently issued, make sure it has been activated.

-   Double-check the card type (for example, Visa), the account number and expiration date.

-   Remove dashes or spaces from the account number.

-   Check with your bank whether you have sufficient credit limit available.

-   If everything seems to be correct, call the card issuer’s customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

 

Can I change my payment methods?

To prevent any unnecessary delays processing your order, please ensure that the billing address on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing back using the number on the back of your credit card to confirm.

 

Why was my credit card payment not process?

Your credit card company may have declined authorization to debit your card due to one for the below-mentioned reasons.

-   There may be a credit limit on your account

-   The incorrect card type, number or expiry date was accidentally selected when placing the order.

-   Your bank requires verification from you before authorizing the purchase.

-   Your card may be recently issued and has not yet been activated.

 

Can I change my billing address?

Your billing address is the registered address that your credit/debit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once we accept your order your billing address cannot be changed as we will have already authorized your credit/debit card.

 

Can I place my order using a non-Malaysia credit/debit card?

We accept payments from customers with billing details in Malaysia.

 

Can I place my order using a non-Malaysia credit/debit card?

We accept payments from customers with billing details in Malaysia.

 

Policies

Privacy Policy

We are committed to protecting your private information. Read the details of our Privacy Policy.

 

Terms & Conditions

Read the details of our Terms & Conditions.