FAQs

1. How to register for a ONESHOP account?

To register an account with us, simply follow these steps before you start shopping or during checkout.

a) Click on the 'Register' button located at the top right corner of the page.
b) Fill in all the required details and click 'Register'.
c) After completing the registration, you will receive a confirmation email. Please verify your email address by clicking the link provided within the email.

Please note that customers below 18 years of age should only perform shopping transactions with the involvement and permission of a parent or guardian.

2. How to sign up for ONECARD?

To sign up for ONECARD, visit https://onecard.com.my/onecard/apply. You can choose between a 3-year membership at RM20 or a 5-year membership at RM30. Alternatively, you can apply at the Concierge on the 3rd Floor Highstreet or any of our Customer Service Centres located at 2nd Floor Oval, Centre Court, or Lower Ground Floor 1 Utama E.

For customers aged 12 years and below, please visit our Customer Service or the Concierge on the 3rd Floor of Highstreet, 1 Utama Shopping Centre, with a legal guardian to apply for ONECARD. (Please refer to item 4 for more information).

3. What is ONECARD?

ONECARD is the loyalty program of 1 Utama Shopping Centre and ONESHOP, offering members endless privileges for shopping, dining, entertainment, and parking around Bandar Utama. For more details, kindly refer to https://www.onecard.com.my/ONECARD?fact#Facts.

4. What is ONECARD KIDS+?

ONECARD KIDS+ is designed for children aged 12 years and below. To apply, the parents must be valid ONECARD members or The Club members. Please note that ONECARD KIDS+ cannot be applied online. Applicants can sign up for ONECARD KIDS+ with a legal guardian at any 1 Utama Customer Service Centres or at the Concierge on 3rd Floor of Highstreet. For more information, kindly refer to http://www.ONECARD.com.my/ONECARDKids?fact#Facts.

5. What are UPoints?

UPoints are points that can be accumulated from purchases made on ONESHOP.com.my and at ONECARD participating outlets in 1 Utama Shopping Centre. These points can be converted into cash value. Here are some important details:

a) For every RM1 spent on ONESHOP, you can earn up to 2X UPoints for purchases of selected physical products and 1X UPoint for purchases of e-vouchers and as well as food delivery orders. Please note that the purchase of ONECARD e-gift cards, e-angpows, and any costs related to the application/renewal of ONECARD will not earn UPoints.
b) UPoints can be utilised at ONESHOP and ONECARD participating outlets in 1 Utama Shopping Centre, with 100 UPoints equivalent to RM1.
c) Shipping costs will not earn UPoints.
d) "Total Payment" refers to the amount charged by the merchants after deducting any discounts, rebates, service charges, and applicable taxes.
e) When making payments using 1PAY, shoppers will only earn up to 2X UPoints for the transaction.

6. Do I need to sign up for ONECARD in order to have a ONESHOP account?

No, it is not mandatory to sign up for a ONECARD account to make a purchase on ONESHOP. However, being a ONECARD member enables you to earn UPoints, accumulate, and make payments using 1PAY on ONESHOP!

7. Can I sign up for a ONESHOP account with ONECARD KIDS+?

Yes, you can sign up for a ONESHOP account with your ONECARD KIDS+ membership, with your parent's consent.

8. Why am I unable to sign up for ONECARD? What should I do?

To sign up for ONECARD, please ensure the following:
a) You are at least 13 years of age.
b) Your ONECARD is not deactivated.

For further assistance, please contact our customer service at 03-77108118 or email us at onecard@1utama.com.my.

9. I forgot my password. What should I do?

It's okay; we've all experienced forgetting our passwords at some point. Follow these simple steps to recover your password:

a) Click on the 'Forgotten password?' button on the login page.
b) Key in the email you used to register your ONESHOP account.
c) You will receive a temporary password in your email.
d) Log in using the temporary password.
e) Once logged in, you can change your password on the ‘My Account’ page.
f) Remember to keep your new password secure.

10. I forgot my ONECARD PIN number. What should I do?

You can reset your ONECARD 6-digit PIN number by clicking here: http://www.onecard.com.my/User/ForgotYourPin. Alternatively, you can visit Concierge located on the 3rd Floor of Highstreet, 1 Utama Shopping Centre to reset your ONECARD 6-digit PIN number.

11. How do I place an order?

Products on ONESHOP are simply irresistible (we know!) - just follow these simple steps to make them yours:

a) You are required to log in before making any purchase.
b) On the product page, after making the necessary selections such as size, colour, and quantity, click ‘Add to Cart’. Repeat this step for all the items you wish to purchase.
c) Click the ‘Your Cart’ icon at the top right of the page and click 'View Cart’.
d) On the cart page, ensure that all the items you wish to purchase are ticked and click ‘Proceed to Checkout’.
e) At the checkout page, complete all the necessary steps by filling out the required details (remember to double-check the information) and click ‘Proceed to Payment’.
f) Select your payment method and apply promo code/coupons if any and click ‘Proceed with Payment’.

12. How can I edit my account information?

Visit the ‘My Account’ page and click on ‘Edit’ to make changes to your account details.

13. How can I view my orders?

Visit ‘My Account’ page and click on ‘My Orders’ to view your orders.

14. Can I cancel or amend my order after payment?

If you've changed your mind after confirming your order, please get in touch with us as soon as possible, preferably within 1 hour, by calling our Customer Service at 03-77108118 or 019-213 6981 during mall operating hours. We will do our utmost to accommodate your request to amend the order.

Note: If you've already received the "Order Confirmation" email before reaching out to us to cancel your order, there is no guarantee that we can cancel the order since the payment may have already been processed by the bank. Nonetheless, we will make every effort to assist you in any way we can.

15. It's past the estimated delivery date, but I have yet to receive my parcel. What should I do?

If you haven't received your parcel beyond the estimated delivery time frame, please contact our Customer Service via email at oneshop@1utama.com.my or call us at 019-213-6981. We will assist you in resolving the issue.

16. Items are missing from my parcel. Why is that, and what should I do?

We sincerely apologise for the inconvenience caused. Normally, we notify customers in advance if there are any delays in the delivery. If you find that items are missing from your parcel, please contact ONESHOP Customer Service via email at oneshop@1utama.com.my or call us at 019-213-6981. We will gladly assist you in resolving the issue.

17. What should I do if I received faulty/wrong item(s) in my order?

If you have received a faulty or incorrect item(s) in your order, please contact ONESHOP Customer Service via email at oneshop@1utama.com.my or call us at 019-213-6981. We will gladly assist you in resolving the issue.
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