HELP / FAQ

Please sign up as a registered user, to start shopping at POPULAR Online.

Register is FREE. A valid email is required for creating an account.

Click on the top right corner of the “Register” page.



Step 1: Enter your email address and password (*password must be at least 8 digits in length, and feature a combination of alphabets and numbers.)
Step 2: Confirm password
Step 3: “Agree" by clicking on the “tick box”
Step 4: Click "SIGN UP" to complete the registration process



Step 1: Click “Login with Facebook”
Step 2: Log in with your FACEBOOK account

Step 3.1: "Item already Added to Shopping Cart" message indicates that the item has been successfully added to your shopping cart
Step 3.2: Click "Shopping Cart"



Step 3.3: Shopping Cart Page

Step 1: Click "My Order"



Step 2: Go to my order page to view the order status

Condition 1: In Stock products will be displayed on the information page [In Stock].
Condition 3: Not available [Products out of print/out of stock, unable to be sold]


Condition 4: Pre-ordered product will be displayed on the information page [Items will be ordered from suppliers immediately after you place your order.]

POPULAR Online and POPULAR Physical Store items’ selling prices may differ.

Sorry; only POPULAR Online users are able to enjoy our special online services and prices.

Item prices will vary, depending on different promotion periods, specific items and inventory changes. Please be mindful when proceeding to the payment page, by double-checking the price displayed, before placing your order.

You must register and become a POPULAR Online user, before being able to use your POPULAR Member’s Card to enjoy membership benefits.

Yes. You can use your POPULAR card at the POPULAR Online website, as well as in over 150 bookstores in Malaysia, Hong Kong and Singapore, including HARRIS and CD-RAMA in Malaysia.

Yes, you can.

You will enjoy special privileges as a POPULAR Card Member in Malaysia. Privileges include:

Step 1: Click "My Account"


Step 2: Click "Link My Popular Card"
Step 3: Select a region: “Malaysia” or "Singapore"
Step 4: Fill in your Member’s Card number and IC / Passport number and click "Submit"

If the system says "Invalid card details", please contact our customer service team via “Contact Us” to confirm your information.

Step 1: Go to the "POPULAR Member" page and click "New"


Step 2: Choose your card type


Sorry, Singapore-based customers cannot renew their membership cards, online. But, if you want to do so, you may apply at the nearest popular outlet.

Sorry, Singapore customers cannot apply for a Malaysia member’s card online. If you wish to do so, please visit your nearest outlet in Singapore.

No, a member’s card can only be linked to one account.

If your card has already expired, please visit your nearest POPULAR outlet to renew your member’s card, and re-link your renewed card by logging into your POPULAR Online account.

1. The I.C. number / Passport number / Birth Certificate that you key in is not recognizable - please double check your I.C. number / Passport number / Birth Certificate number.
2. The Membership Card number that you have key in is not valid or have expired – please double check your member card number or the membership card validity date.
3. Your membership card has been changed to ECARD (POPULAR My – Mobile App). Please take note that once you have converted your existing member card, to an ECARD, your existing physical membership card number is no longer valid.

1. Key in only your I.C. number / Passport number / Birth Certificate that contain letters and numbers without any spacing, 'dash' or special characters.
2. One (1) Member Card is only valid to link one (1) POPULAR Online account / email.
3. Please key in THE SAME I.C. number / Passport number / Birth Certificate number which you have previously filled-up in the NRIC/Passport No. box when applying for the membership card.
4. If you have already switch your physical card to ECARD (POPULAR My – Mobile App), kindly use the latest ECARD number to link in your POPULAR Online account to enjoy member discount.

Should you continue to face issues after re-trying, or need further assistant, please contact POPULAR Online at 03-8964 1618, or email to [email protected]

Malaysia-based users can pay via [Credit Card], [Debit Card], [Online Payment], [Boost E-Wallet] or [Touch 'n Go E-Wallet].
Singapore-based users can pay via [Credit Card].

POPULAR Online currently accepts VISA and MASTERCARD payment only.

POPULAR Online products and postage calculation are in Ringgit Malaysia. The payment total or refund is based on the current exchange rate. Kindly check with the respective credit card issuing bank for your refund matter.

Each country has its import tariff provision. When the goods arrive in the country of import, that country will approve the tariff of the goods based on their category and value.
The customs authority of each country reserves the right to conduct a random inspection and approve the tariff of the goods according to local regulations.
We will declare dutiable goods in accordance with its actual price. Each country has the right to approve tariff and sales tax of the goods according to its import regulations. If the country carries out a sample inspection of the goods, the consumer will be responsible for incidental expenses incurred. If the recipient fails to collect the goods ordered, then he/she will be responsible for the loss resulting from related expenses, the destruction of the goods, or the return of the goods.

Sorry, we do not have cash-on-delivery service for the time being. You need to pay online before we process your order.

Sorry, our system is currently unable to change the payment method. This is because each payment method uses a different operating system.
However, if you still wish to change, please email the details to our customer service team at via “ Contact Us” to cancel your order first. A re-order is then required.

This issue is caused by the interrupted network or the window being closed while awaiting bank authorization and payment processing. This means, although the amount of the order has been authorized by the bank, POPULAR Online has yet to process your order or payment. What you need to do is, checkout again and complete the check-out process. Rest assured that this will not cause duplicate charges.

POPULAR Online offers 2 delivery options. [Home Delivery] and [Store Pick Up].

If the product(s) ordered is in-stock, the order will be shipped within 1-3 working days (excluding customs’ clearing time). For details, please refer to the table below: * During Malaysia National Public holidays, festive seasons, and any unforeseeable natural disasters, delivery lead time might be extended accordingly.
* For [Without Stock] items. POPULAR Online will place the order with the respective vendor from the country of origin. However, items could be [Out of print] or may not be able to be provided by vendors, which will result in the Sales Order being cancelled / refunded accordingly.
* For orders consisting of both [With Stock] & [Without Stock] items, delivery lead time will be calculated based whichever items require a longer lead time.

Sorry, if your order is in one order number, no partial delivery shall be provided.
If you wish to get the [In Stock] item first, we recommend you separate the [In Stock] and [Out of Stock] items, so that we can process the ‘in-stock’ order first.

Sorry, currently POPULAR Online delivers to Malaysia only.

There is no limit on the quantity for store pick-ups. But we suggest that if you want to purchase more than 20 pieces of items, please contact our POPULAR Online customer service team via “ Contact Us” to make the necessary arrangements.

As POPULAR’s bookstore storage space is limited, we suggest you collect your parcel within 3 months after it is being shipped to POPULAR bookstore. If your item is not collected within 3 months, it will be returned to a POPULAR Online Malaysia. If you require your item to be re-delivered, you will be subjected to additional shipping charges. The delivery fees depend on the delivery option.

Step 1: Click (Note 2) "Add New Address"



Step 2: Fill in the relevant information and click "Use this address"



Step 1: On the Address Book Page, click "Add New Address"



Step 2: Fill in the relevant information and click "Save Address"

Please contact our customer service team at 603 – 8961 0048 or 603 – 8964 1618 within 8 hours. Your shipping address will be changed as requested. Please be reminded that your shipping address cannot be changed after the parcel has been shipped out.

Sorry, if your order has both in-stock and out-of-stock items, your parcel cannot be shipped separately.
If you wish to get the In-Stock item first, we recommend you separate the [In Stock] and [Out of Stock] items; so that we can process the ‘in-stock’ order first.

Sorry you may not do that. POPULAR Online and POPULAR bookstores use separate inventory accounts and systems. Therefore, you cannot collect your ordered item(s) from a physical store’s inventory.

Once the item is shipped out, POPULAR Online will notify you by e-mail of your order number, courier company information and courier tracking number.
You can also go to [My Order] to check your order status. Alternatively, you may contact our POPULAR Online Customer Service team via “Contact Us”

After your parcel has been shipped out, you will receive a system generated [Shipping Notice], to notify you of your parcel’s status. Please bring your e-mail along as a verification document to collect your item. You can collect after 7 working days, or as indicated in the email from the respective store.

After you have completed your order, if the originally chosen store cannot provide the above-mentioned service, POPULAR Online Customer Service will send a notification e-mail regarding the changes. Please re-select your preferred store and reply to our customer service, and we will re-arrange accordingly.

If your chosen store cannot be found in the selection bar, possible reasons include: store undergoing renovation, system settings changed, store information updates, new store information is not yet update etc. (does not necessarily mean that the store has ceased operating). Please choose another store.

Please contact our POPULAR Online customer service team via “Contact Us” . We will check and verify with the pertinent store about your parcel’s status.

When you received your item(s) with the following defects:

Under the following conditions:

To make an exchange, you need to notify us within 3 days upon receiving the items, and attach the damaged product, receipt or tax invoice along with order number. Our staff will perform the necessary verification and arrangements for the refund / return / exchange.

Once we have confirmed that your item is returnable, we will inform you via email to make the exchange at a specified store.

Sorry, due to POPULAR Online and our physical stores having separate inventory systems, items ordered online cannot be exchanged with physical store items.

Refunds can only be made in the following circumstances

Refund process	Particulars
Return Order / Cancelled order / Out of stock order	This only applies to customer who return/cancel their orders due to the above reason, or when POPULAR Online cancels the order or the product ordered is out of stock
Arrange for Refund and return methods	1. E-coupon – reply via email 2. Bank Refunds – Customer to fill up the refund form and reply to POPULAR Online Customer Service team
POPULAR Online processes the refund transaction	POPULAR Online processes refund; for the refund timeline, kindly refer to the refund processing summary
Bank processes the refund transaction	Bank processes refund; for the refund timeline, kindly refer to the refund processing summary
Refund completed	Refund completed, Customer receives refund

Payment method	Refund method	Refund
		Popular Online Refund Processing Period		Bank Refund Processing Period
		Malaysia		Malaysia
Credit Card	Return to origin credit card account	1-3 Working days		21 Working days
Online Payment	Return to customer bank account	1-3 Working days		21 Working days
E-Wallet	Return to customer bank account	1-3 Working days		21 Working days
E-coupon	Email	1-3 Working days		-

• When will you get your refund?
The refund process will usually take around 2 - 3 weeks to complete, kindly check your bank monthly statement after the refund has been approved. Applicable for credit card, online payment & e-wallet only.

• How much will the refund amount be?
The amount would be as per your nett purchase amount stated in the invoice, but subject to factors such as buy up/discount/rebate and other e-voucher

• Which account will the refund be credited to?
Into Initial payment method, e.g. if you pay using credit card, the payment will be refunded into your account. If you have paid using FPX, your payment will be directly credited to the account that you’ve provided in this refund notification form.

We will send out the rest of the item after receiving the refund form and delivery usually takes around 2 - 5 working days.

You can place an order through our special-order service.
Step 1: Click "Customer Order"



Step 2: Fill in the book information



Step 3: Fill in your information and click "Submit"

Not at once. When you have submitted your order form, within 1 week (7 working days) POPULAR Online will contact you again to confirm the product and order details.
After confirming the details, POPULAR Online will takes 1-2 weeks to prepare the item’s link and notify you to purchase and complete the payment.
Once you have completed the checkout process and the payment is successful, POPULAR Online will order from the publisher immediately. The process is as follows:

Out of stock / special order item waiting periods are as follows:
Taiwan and Malaysia orders: 2-4 weeks.
Singapore orders: 4-8 weeks.
China orders: 7-10 weeks.
Hong Kong orders: 7-11 weeks.