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FAQ

About Qra

  • Who are we?
    • Qra (pronounced: Q-ra); We are a modern, neighbourhood grocer, constantly evolving to provide better services to the community. From healthy alternatives to a unique, online shopping experience, we aim to bring you the freshest produce, incubate local businesses, and make quality food more accessible so you can EAT WELL and LIVE WELL.
  • How many stores do you have and where is it located?
    • We currently have two stores that are located in Lot E1, E2 & F2, Persiaran Taman Tunku, Bukit Tunku & Level 1, Block A, The Five @ KPD, Jalan Dungun, Damansara Heights.
  • What are the in-store operating hours?
    • We open from 8 am to 8 pm from Monday to Sunday.
  • How can I contact you?
    • You may reach us at 03-2011 8550 for HQ or 03-6206 1693 for Qra @ The Stories.

Browsing/shopping on our website

  • What is the Qra Online shopping experience like?
    • Qra’s online store is our opportunity to provide the same range and quality of goods to our treasured customers across both in-store and online shopping experiences! We are still adding features along the way, which will make shopping even more convenient for you in the future. If you are subscribed to our newsletter, we will be keen to notify you when new essential functions will be ready.
  • What is the e-commerce operating hours?
    • Our e-commerce store operates from 8 am to 9 pm. Any orders placed after the operating hours will be prepared for next day collection/delivery.

Placing orders

  • How do I sign up and place an order?
    1. Click ‘Create an Account’ at the homepage and fill in your details.
    2. Once done, log into your account.
    3. At the homepage, choose the shipping method and the store you want to purchase from.
    4. Add the items you want to buy to your cart and click ‘place order’ at the basket icon once done.
    5. At the checkout page, fill in your address and choose the date and time for your order and click ‘place order’ to confirm your order.
  • How early in advance can I order?
    • You may place your order 1 day in advance.
  • What is the final time to order for same day delivery/collection?
    • You will need to order before 8 pm for groceries and F&B for same day delivery/collection. Kindly note that we may need ~1.5 hours to prepare for orders with Groceries items.
  • Why is there only same day & next day delivery/collection?
    • We hope to provide the freshest ingredients and reliable stock amounts to satisfy your shopping experience, and that involves packing and storing your items for a minimal amount of time before it is given to you.
  • How do I choose my delivery/collection time slot?
    • You may choose your desired time slot at the checkout page before placing an order with us.
  • How can I customise my order?
    • We have a comments box at the checkout page for you to leave your requests. We are happy to help you customise the way you want your weighing items to be prepared such as steak cuts, fish, and f&b products such as coffee and other items.
  • How can I place an order as a gift for someone?
    • You can place an order for any recipient by providing their name, phone number, and address at checkout page.
  • Can I order from multiple stores in a single order?
    • No, such purchases need to be split into two different order from the respective store.
  • How do I know if my order is confirmed?
    • You will receive a confirmation email that will state the order number and our team will get in touch with you regarding the status of your order.
  • Why didn’t I get my confirmation email?
    • Please check your spam or junk folder. Should there be no confirmation email, you can ask from our operation staff that will reach out to you to resend it.

Managing my order

  • What is the minimum/maximum order values? Is there a cap to my order?
    • We do have a soft cap on the maximum quantity of certain items that you may purchase; this is to ensure that all the members of our community can have the opportunity to purchase our items.
  • Can I cancel my scheduled order?
    • Cancellation is not allowed on the platform once the order is placed.
  • Can I reschedule my scheduled order?
    • Rescheduling is not allowed on the platform, please contact our customer service email at shop@qrafoods.com or WhatsApp us at +6019-3878550. This will be subject to store discretion.
  • I made a mistake on my scheduled order; how can I edit my order?
    • Please inform our store team member when he/she reaches out to you when we begin your picking process! Please bear note that we have a 1 hour grace period before your actual delivery/collection time, and/or 1.5 hours after you place your order where we can no longer modify your orders.
  • I would like to add additional items to my order; what should I do?
    • Please inform our store team member when he/she reaches out to you when we begin your picking process. Please bear note that we have a 1 hour grace period before your actual collection time, and/or 1.5 hours after you place your order where we can no longer modify your orders.
  • Why are the items out of stock when it was available online?
    • The products displayed on the website are subject to final confirmation of availability as our stocks fluctuate throughout the day. The item may be available during purchase but might be out of stock during picking period.

Payments

  • How does the payment process work for online purchase?
    • The payment will be made through credit/debit card at checkout page. Should your final bill differ from your initial bill, our team will be in touch with you to issue a refund. Any refunds will take 5-7 days to process, and will be done by our administrative team.
    • Why is there a price difference from the initial bill when I buy online?
    • This will occur due to pricing differences in weighing items, as well as any possibility of missing items in your order.
  • What type of payment do you accept in-store?
    • We accept cash and Visa and Mastercard debit and credit card.

Products

  • How do you treat your non-halal items?
    • Our non-halal items are separated from any halal items in the stores. Our staff will ensure these items are handled carefully to avoid any contact with each other.
  • The product I ordered looks different on the website, why is that?
    • Although we strive to ensure the product descriptions and product images are as accurate as possible; we cannot guarantee that product descriptions and images are accurate, up-to-date, or without error.
  • How do you maintain the quality of the chilled and frozen product that I ordered online?
    • We will store your chilled items in the chiller and frozen items in the freezer and will only pack them when it is ready for collection.
  • Are the prices online the same as in-store prices?
    • We do our best to ensure that prices are the same across both platforms

Delivery

  • What is the current radius for delivery and what happens if we are not within the radius?
    • Our current radius is within 15 km from the store you purchase from.
    • However, if you live above 15 km, you can place an order under pick up and request for delivery via the comment box and one of our staff will contact you and arrange it accordingly. Kindly note that we only deliver to some parts of the Klang Valley; You are required to pay for the delivery fee and a payment link will be sent to you.
  • What are the associated charges for delivery?
    • We charge a fixed delivery fee based on the distance of your address from our store, plus a handling fee of RM 2.
  • What courier service do you use?
    • For our delivery service, we use Lalamove, Goget & Grab as our service providers
  • What happens if I’m not home for the delivery?
    • Our delivery partners will leave your goods at a collection area as standard protocol due to the current covid situation. If there is no collection area, your groceries will be returned to stores if our delivery partner does not receive a response from you. Your order will be held for 24 hours and disposed with no refund if we do not receive further response from you during that time, and any subsequent deliveries will incur additional costs.
  • What if my delivery is late?
    • Your delivery may be delayed due to weather conditions, order amount or rider availability. You will be notified of the delay via WhatsApp by one of our staff.

 

Click & Collect

  • What are the associated charges for click and collect?
    • We charge a fixed handling fee of RM 2 for every click and collect purchase.
  • What happens if I forgot to collect my order?
    • You will receive a reminder notification via email/text message. The order will be held for 24 hours and should we not hear from you for the next 24 hours, the order will be disposed with no refund.
  • Are there any special regulations for alcohol?
    • Collection for alcohol needs to be collected by the account holder that is of the age of 21 and above.
  • How do I know when my order is ready for collection?
    • You can come any time between your time slot as our staff will prepare your goods before your collection time or alternatively, you can drop us a text to check on the status.

 

Bagging and packaging

  • How do you pack your items for in-store and online purchase?
    • Your order will be packed using our recyclable and environmental friendly paper bags. Alternatively, you can purchase our reusable bags to pack your groceries for in-store shopping.
  • How much does the paper bag cost in-store?
    • It cost RM0.50 for a small bag and RM 1 for a big bag.
  • Is there a bagging fee for online purchase?
    • The bagging fee is included in the handling fee of RM 2.
  • Can I request for plastic bags instead of a paper bag?
    • We only have paper bags in store as they are recyclable and biodegradable.
  • How do I add special packaging request for my online order?
    • Any special request can be requested at the comment box via the checkout page and our team will do our best to accommodate your request.

My Account

  • What happens if I forgot my password?
    • You may click on forgot password at the sign in page and you’ll receive an email to change your password.
  • How do I edit my personal information?
    • You may update your personal information by clicking on My Account and from there you may choose to update your personal information or add in additional addresses.
  • How do I unsubscribe from Qra email subscription?
    • You may unsubscribe to our email subscription via My Account by clicking edit at the newsletter section.

Return, Exchange, Refund

  • Some items of my online purchase are damaged or expired. What should I do?
    • If the goods are damaged or expired, you will need to send us a picture of the said goods via shop@qrafoods.com and a copy of the receipt to issue a refund. If refund request is approved, you’ll be refunded via credit/debit card. Alternatively, you may return the damaged items to the store to issue the refund. You will need to bring the damaged/expired item and receipt for our staff to check.
  • What items can be refunded?
    • Our refund policies are only applied to damaged goods and goods that was expired before the purchasing date.
  • How long does the refund process takes?
    • Any refunds will take 7-10 days to process, and will be done by our administrative team.

 

Qra Application

  • When will our application be ready?
    • Our app will launch in June 2021, which will come with a grander release and promotion event that you don’t want to miss.
  • How do I install your application?
    • You can install our application via App Store for iOS and Play Store for android by searching “Qra”.
  • How can I use the application in store?
    • You can scan the barcode in store using our application to get the product information.


Policies:

Delivery

  1. Delivery times are subject to our Retail Partner Network and other variables such as time of the day, order volume, and traffic conditions.
  2. We do not guarantee delivery times as there could always be external factors that may delay orders.
  3. On-demand orders (Q4 2021) are placed to the store and packed immediately upon reception and cancellations or rescheduling requests can be made either within 5 minutes of placing an order and/or before our team members begin preparing your order.
  4. We cannot guarantee a delivery to anyone other than the intended recipient and additional layer added to delivery can increase the liability and risk that the product may be misplaced.
  5. If our mover cannot get in touch with you to make delivery, you will receive a notification via e-mail to contact the store and you will be charged for redelivery. This order will be held for 24 hours.
  6. If the store does not hear from you within 24 hours, your order items will be disposed with no refunds

Collection

  1. All collections including alcoholic beverages must be accepted by the account holder, who can prove that he or she is 21 years of age or older and can provide a valid form of government issued identification at the time of delivery.
  2. We cannot guarantee a delivery/handover to anyone other than the intended recipient and additional layer added to delivery can increase the liability and risk that the product may be misplaced.
  3. If our team member cannot get in touch with you to handover your order at the scheduled or on-demand time, you will receive a notification via e-mail to contact the store. This order will be held for 24 hours.
  4. If the store does not hear from you within 24 hours, your order items will be disposed with no refunds.

Packaging/Bag Policy

  1. In-store purchases:
    1. Qra does not offer any plastic bags with your purchases for in-store transactions. Please bring your own containers or purchase our packaging alternatives at store.
  2. Bagging fee:
    1. Qra will charge a flat bagging fee rate for your delivery and pick up, and will be automatically added to your total purchasing cost

Alcohol Policy

  1. By completing an order through the site or at store, you agree that you are 21 years of age or older and that you will be present to accept the delivery of alcoholic beverages. You agree that you will not be intoxicated when receiving delivery of such products. If you are sending a gift, you agree that the recipient is an individual 21 years of age or older.
  2. If there is no individual who is 21 years of age or older or cannot provide valid identification showing that he or she is 21 years of age or older or Muslim practices Islam, the delivery driver (“Courier”) will not complete delivery of the Products. Additionally, if the Courier is unable to contact you or the account holder at the specified delivery address for 15 or more minutes, all Products will be removed from the order and returned to the Retailers and stored for 24 hours. If the store does not hear from you within 24 hours, your order items will be disposed with no refunds.
  3. All deliveries including alcoholic beverages must be accepted by the account holder, who can prove that he or she is 21 years of age or older and can provide a valid form of government issued identification at the time of delivery.

 

Refund/Return policy

  1. We have a 5 days refund policy on goods, which means you have 5 days after receiving your item to request a refund. This policy applies for damaged or expired goods only
  2. To start a refund, you may send a refund request to our email, with the pictures of the goods in question as well as a copy of your receipt. Alternatively, the fastest way to get a refund is to bring the product to stores and request a refund/return directly through a form application
    1. Whether items need to be physically returned is subject to store discretion.
  3. The fastest way to exchange an item is to bring the item to stores for return. Once it has been returned, please proceed with an additional purchase.
  4. Unless there's something wrong with the item, unfortunately, we can't offer a refund for any perishable items, bulk items, expired items (that have turned expired while in customer’s possession of the purchase) after your purchase.
  5. We will notify you once we’ve received and inspected your request, and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method. Please note it will take 5-7 days for your refund to be processed.

Cancellation and Rescheduling policy

  1. On-demand orders (Q2 2021) are placed to the store and packed immediately upon reception and cancellations or rescheduling requests can be made either within 5 minutes of placing an order and/or before our team members begin preparing your order.
  2. Rescheduling is allowed only for scheduled orders, and can only be done before 2 hours of delivery. The customer is only allowed to reschedule once, and for same day or next day delivery only. This can be done by calling our store hotline directly or via our customer service email at shop@qrafoods.com
  3. Changing of purchase mode: Delivery versus Collection, is subject to store discretion, and may result in additional fees incurred.
  4. Cancellations are not allowed. However, this is subject to store discretion upon a direct phone call or email request.