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Frequently Asked Questions

About Us

1. What payment methods are allowed in F&N Life?

F&N Life is a first-ever eComms site that provide consumers to order their favourite F&N Products in bulk and at competitive prices, and get it delivered to their doorsteps

2. Which brands and what are supported in F&N Life?

F&N Life offering various F&N’s brands and product selection with different range of price points and pack-size. You can choose from different product categories such as:-Beverages (Isotonic, Asian soft drinks, Carbonated Soft Drinks, Cordial, Juices, Soy Tea, and Water), Diaries (Condensed Milk, Evaporated Milk, Fresh Milk, UHT Milk), Chilled & Frozen (Pizza, Ice Cream, Cakes) as well as F&N Merchandise.

We are ready to deliver to you from beloved brands e.g. 100Plus, Seasons, Farmhouse, Ice Mountain, Est Cola, F&N Fun Flavours, Carnation, Ideals, Cap Junjung, and etc.

Orders

1. How can I order without an account on the F&N website?

To ensure you enjoy the best shopping experience at F&N Life, you are required to register an account with us. Join us now and get an exclusive discount that is only applicable for F&N Life members.

2. How do I know If my order has been confirmed?

You will receive an email notification indicating the confirmation of your order to your registered email in F&N Life.

3. How do I add and change products in my shopping cart?

You can add products on the website by clicking on the cart icon (*top right corner) with any quantity. If you are viewing it from a desktop view, you may just edit from the quantity box and click “update”.

Also, please proceed to click on the “x” button from the shopping cart/ cart page if you would like to remove the product.

4. How do I place an order with my promo code?

Please applied the promo code at the payment page in the checkout process. In case the promo code isn’t working, please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

5. How do I rate my order?

Once you have safely received your good, we are appreciated it if you can rate your orders of the products in the product page. You can also choose to rate your experience based on “price”, “quality” and “value”.

6. How do I report an issue regarding about my order?

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours

7. I accidentally ordered duplicate items. What should I do?

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

8. Is there a minimum spend?

No, we don’t. You may still allow to proceed to checkout with any amount.

9. Does adding an item to my ‘Cart’ mean that I’ve already booked it?

This doesn’t imply that you have reserved a product. Your product is only confirmed once you have completed your payment process.

10. Why I can’t place order to my address?

Currently, F&N Life is delivering to almost all of the addresses within Malaysia, except

- East Malaysia: Kota Kinabalu

- West Malaysia: Pulau Ketam, Pulau Perhentian, Pulau Redang, Pulau Langkawi, Pulau Pangkor and Pulau Tioman.

11. Can I purchase in bulk?

There are no quantity limits or certain items. Please note, you might be receiving your orders in batches.

If you would like to purchase in bulk for your business, you may consider signing up for our “F&N Life Partner”.

Cancellation

1. How can I change/cancel an order after payment has been placed?

For any changes or cancellations, please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

2. How do I know if my cancellation request was accepted?

Our customer service support team will send you an official email indicating the status of the cancellation.

3. Will I be charged any cancellation fee?

There is no cancellation fee should the need arise to cancel your order. However please provide us a valid reason for your request.

4. Can I cancel the order and reorder using a voucher?

You will not be able to reuse the previous vouchers.

Shipping and Delivery

1. What is the delivery lead time?

A Standard Delivery lead time of 3 to 5 working days is applicable for Klang Valley, Selangor and Kuching area. Other addresses in Peninsular Malaysia will be 5 to 8 working days.

2. What is the delivery method that available?

There are only two delivery methods – Standard Delivery and Next Day Delivery

3. How can I track the items from my orders?

You will receive shipping details together with a tracking number when your package is shipped.

4. My order isn’t shipping. What do I do?

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

5. My order is delayed, when will I receive it?

If the order was delayed, please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

6. My order status says “shipped” but I haven’t received my item.

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

7. What can I do if my delivery is missing or incomplete?

We apologize for the inconvenience caused!

This is likely due to availability of the product. We strive to inform you beforehand if an item you have ordered becomes unavailable before we deliver your order to you and initiate a refund for it.

In the unlikely event that you did not receive any refund notification due to out of stocks, please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] with the following information below and we will attend to you within 24 hours.

i) Your order #

ii) Item that is missing

8. What can I do if my delivery has wrong items?

We're sorry to hear that! Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] with the following information below and our customer service team will get back to you as soon as possible on the next steps to take.

i) Your order #

ii) Item that you have ordered

iii) Item that you received

9. What can I do if I have received a defective item?

We're sorry to hear that! Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] with the following information below and we will attend to you within 24 hours.

i) Your order #

ii) Name of the defective item

iii) Photo of the defect

10. How do I know if an item can’t be delivered to my area?

Below are some of the areas that we are not covered:

- East Malaysia: Kota Kinabalu

- West Malaysia: Pulau Ketam, Pulau Perhentian, Pulau Redang, Pulau Langkawi, Pulau Pangkor and Pulau Tioman

Hence, we are strongly suggesting you look at the product labels – “West Malaysia Only”, “Kuching Only” and “Klang Valley” before adding the item into your shopping cart.

11. Do you deliver during weekends and holidays?

Unfortunately, we do not deliver during weekends and public holidays. However, we will ensure that your order reaches you on weekdays between 9 am – 6 pm.

Shipping Fee

1. How can I check my shipping fee when placing an order?

Shipping fees are calculated automatically once you proceed to the checkout section. You may refer to the shipping fee reference in the checkout section.

2. How is my shipping fee calculated?

Shipping fees are calculated based on the delivery area. Kindly refer to the table below.

3. How do I get Free Shipping?

For Free Delivery, you may have to purchase RM 75 and above (*Klang Valley, and Kuching) or RM 120 (*Outstation).

Delivery Area Shipping Rates
Order below RM75 Order RM75 and above Order above RM120
Pen. Malaysia KL + Selangor RM6 Free Shipping
Outstation RM12 RM10 Free Shipping
East Malaysia Sarawak (Kuching) RM6 Free Shipping

Return and Refund

1. For what reasons can I return an item?

You may return your orders if you received any damaged, defects and incorrect orders.

2. Within how long should I inform F&N about my damage/defection/incorrect item?

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] immediately.

3. How do I change my refund method?

All refunds will be refunded into your bank account (Please make sure that you are the account owner). For purchases made using a Credit Card, the exact amount will be refunded into your Credit Card if the refund request is made within 3 days upon placing the order. For online banking, please contact our customer service support team at Facebook Live Chat or drop us an email at [email protected].

4. Will the refunded amount includes shipping fee?

Yes, we will refund the exact amount that you have paid.

5. Will my vouchers be refunded if I cancel or return my order?

You will not be able to reuse the previous vouchers.

Customer Profile

1. How do I edit my shipping address?

You may edit your shipping address in Account > Shipping Address. However, you will not be able to edit your shipping address once your order is being processed.

2. What happens if I entered a wrong shipping address at Checkout?

Please contact our customer service support team via Facebook Live Chat or drop us an email at [email protected] and we will attend to you within 24 hours.

Vouchers and Promotion

1. How can I know about the promo/sales F&N offers?

Follow us on all of F&N’s social media handles to know more about on-going promotions and sales.

2. What are the promotions that entitled if I have registered myself as F&N Life members?

i) Get instant RM 5 off for your first purchase.

ii) Extra 5% discount when you checkout your items.

iii) Get F&N Life points for every ringgit spent and unlocks some exclusive promo and discounts.

iv) Get promotion curated just for you.