FAQs

What is BITES SHOP?
BITES 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. We bring to you products from your favourite Village Grocers stores all around Klang Valley. Shopping at BITES SHOP made easy!

How do I shop at BITES Shop?
Just follow these simple steps:
1) Create an account at www.bites.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
4) Click “Self Pickup” or “Delivery”
5) Set your preferred date & time
6) Checkout, Pay & you’re Done!

Is there any physical store(s)?
BITES SHOP strives to give you the best produces from our physical store, offering a full and varied selection of items at a range of prices from affordable to high end groceries. Please note that BITES SHOP is the new online shopping platform that caters to a selected Village Grocer stores which are located at M City, KL Gateway, Subang Parade, Atria Mall, Mont Kiara & Tamarind Square, Cyberjaya. (Note: We will include more stores near you soon.)

 


Orders & Packaging

Can I order from multiple stores within one order?
Currently, shopping for groceries from more than one store within one order is not supported.

How do I check the status of my order?
You will be notified in real-time when your order is packed and ready for pickup/delivery. Our fulfilment team will notify you via email. 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 4 days from the date of the order is created to the date of delivery/self pickup.

How can I edit or cancel my order?
When something is out of stock at the store, we do our best to replace it with a similar item. After checkout, you can choose to let your shopper pick the replacements themselves, have them call or message you with suggestions or ask that no replacements be provided at all.

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. For further info, check our Terms & Conditions.

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. After checkout, you can choose to let your shopper pick the replacements themselves, 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 select a packaging option from 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.

Can I add special notes for my groceries (e.g. cut the chicken, clean fish) to the products I ordered?
Yes, you can see a section named “Add notes for shopper” below every item you have placed inside your cart. Tap and type your request! Our Personal Shoppers will try to fulfill your requirements. Regulations of supermarkets apply.

How do you treat items that are non-Halal?
Non-halal items are separated from any halal items in the stores and even during packing and self-pickup. Our personal shoppers will ensure these items are handled carefully to avoid any contact with each other.



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 onward depends on the mass weight or volumetric weight of the product(s) whichever is higher.
FREE delivery for purchases above RM 200.

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 Village Grocer stores which are located at M City, KL Gateway, Subang Parade, Atria Mall, Mont Kiara & Tamarind Square, Cyberjaya. (Note: We will include more stores near you soon.)

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.



Payment, Return & Refund


What are the payment options?
As of now, we are only accepting Credit Card & Debit Card (Visa & MasterCard) that are issued by banks in Malaysia.

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.

How do I report a problem with my order?
If you have any problems with your order, please tell us! You can call us at +6011 1106 8681 or email bites.shop@thefoodpurveyor.com. Please note that complaints or requests requiring refunds/exchanges must be made within three (3) days after your order has been collected/received.

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.

How do I return items?
Should you find that any items you receive are incorrect or not up to your satisfaction, you can reject it on the spot by letting our Support Staff know at collection or call our Customer Service immediately upon receive. We will only charge you for items which you accept.

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 service via +6011 1106 8681 or email bites.shop@thefoodpurveyor.com. within 72 hours together with photographic evidence (where relevant). For more info on returns, visit our Return & Refund policy page.

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 payment card within 72 hours.

When will I receive my refund?
If you’ve paid using credit or debit card, your refund will be paid back into your card in accordance with the bank’s standard practices. Please note each issuer bank will have different time periods to reflect the refunded sum in your bank account/ statement.

 

Miscellaneous

 

Is there any loyalty programme for the Bites Shop?
We offer the same loyalty programme as the Bites (Rewards). If you are not a Bites member yet, you can download the BITES Card app for points collection. Please enter your Member ID (88xxxxxx) in the notes section upon checkout. We will arrange for the points to be credited within 7 – 14 days upon completion of the transaction.

At the moment, the Bites All-Stars promotion points are not eligible for online purchase.

 


Is your question not in the list? Worry not! Contact our customer support available to you at +6 011 1106 8681 or via email at bites.shop@thefoodpurveyor.com.