General Enquiries

1. Why am I no longer able to place orders on Frasers eStore?
Thank you for your continuous support of the Frasers eStore. Kindly note that Frasers eStore services are no longer available and new orders can no longer be placed as of 19 Feb 2024. To continue shopping conveniently with our merchants, check out GrabMart on FRx!
2. I placed an order before the closure of Frasers eStore but have not received it. Will my order still be delivered?
Yes, all orders placed will be delivered by 29 Feb 2024. Order status progresses will continue to be sent to you through the status notifications via email and on the FRx app. You can also check My Orders tab in Frasers eStore on the FRx app.
3. Until what point in time can I access my order history?
Order history will be available on Frasers eStore on the FRx app until mid-March 2024.
4. What happens to my FRx Points earned from my Frasers eStore purchases?
All FRx Points earned will remain in your e-wallet. Records of your rewards will not be impacted.
5. I need more information or help with my order - how do I contact customer service?
If you're unable to find an answer to assist you in these FAQs, please contact us at help@frasersestore.com
6. Is there a platform for delivery services on the FRx app?
Yes! Check out GrabMart on FRx to get everything you need delivered on-demand. Order from over 150 stores featuring groceries, everyday essentials, and specialty items.

Orders

7. Can I change or cancel my order?
No, we are not able to change or cancel order(s) once they're received. If you'd like to return or exchange the item(s) due to defects upon arrival, please refer to the next question below.
8. What should I do if the products I ordered are damaged, missing or defective?
Please inform us of any issues you experience by dropping us an email at help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.

For damages due to transport of goods, please include photos of the damaged item(s) and physical packaging.

For defective product(s), please do not discard the boxes as we will require the product to be returned with its original packaging in person to the specific stores for exchange or refund depending on the store's policies.

Delivery

9. I placed an order before the closure of Frasers eStore but have not received it. Will my order still be delivered?
Yes, all orders placed will be delivered by 29 Feb 2024. Order status progresses will continue to be sent to you through the status notifications via email and on the FRx app.You can also check My Orders tab in Frasers eStore on the FRx app.
10. How long do you take to process orders and deliver?
Our stores process your orders and confirm them on the same business day, where possible. Our logistics partner, Ninja Van, will deliver your order within 3 to 7 working days, after the order is confirmed. Ninja Van will send you an SMS on the day of delivery to notify you of your order status.

Please take note that deliveries are only scheduled during the week from Mondays to Saturdays, excluding public holidays.

For deliveries fulfilled by Merchant’s own logistics, please contact the Merchant directly for delivery status via the email or contact number provided in the order confirmation email.
11. How can I track my order?
Leave your order tracking to us! When your order status progresses to the next stage, we'll save you time in tracking your orders by sending you status notifications via email and on the FRx app. You can also check the My Orders tab in Frasers eStore on the FRx app.

For deliveries fulfilled by Merchant’s own logistics, please contact the Merchant directly for delivery status via the email or contact number provided in the order confirmation email.
12. What do all the delivery order statuses mean?
Order Received - The store has received your order(s) and is pending confirmation.

Order Confirmed - Your order(s) have been accepted and is being prepared for delivery.

Order Partially Confirmed - Only some of your order(s) have been accepted and are being prepared.

Order Declined - Your order(s) have not been accepted due to reasons such as stock unavailability.

Order in Transit - Ninja Van has picked up your order(s) from the store(s).

Order Delivered - The order(s) have been successfully delivered to you.
13. What if I don't receive my order in time or receive the wrong item?
Please inform us of any issue(s) you might experience with the delivery or order by sending us a report on our Contact Form in-app or via help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.

During festive occasions and public holidays, please allow 2 - 3 more days for Ninja Van to deliver your orders.
14. What happens if there is no one present to receive the goods when Ninja Van delivers my order?
Ninja Van will make one additional attempt to deliver your order. However, goods will be returned to the specific stores if both delivery attempts have been unsuccessful. Please contact us immediately at help@frasersestore.com so we may assist to make alternative arrangements.

Self-Collection

15. How long do you take to process and confirm orders for self-collection?
Our stores process your orders and confirm them on the same business day, where possible. You may collect your orders within 7 days of receiving a notification via email, and on the FRx app, to visit the specific stores for collection.

Kindly present your order confirmation email's QR Code at the point of collection. Stores can only release your order when the order confirmation email is presented.
16. How can I track my order?
Leave your order tracking to us! When your order status progresses to the next stage, we'll save you time in tracking your orders by sending you notifications via email and the FRx app

Once your order is ready, your order status will change to Order Ready for Collection.

When you collect your order, a final notification will be sent indicating Order Completed or Items Collected, depending on whether your entire order has been fulfilled.
17. What do all the self-collection order statuses mean?
Order Received - The store has received your order and is responding.

Order Confirmed - Your order(s) have all been accepted and are being prepared.

Order Partially Confirmed - Only some of your order(s) have been accepted and are being prepared.

Order Declined - Your order(s) have not been accepted due to reasons such as stock unavailability.

Order Ready for Collection - Our store(s) are ready to hand your order(s) to you when you come by for self-collection.

Order Completed - Your entire order has been successfully collected.

Items Collected - Some of the item(s) in your order have been collected.
18. What if I don't receive the notification to collect my order or the item to be collected is wrong?
Please inform us of any issue(s) you might experience with the self-collection or order by sending us a report on our Contact Form in-app or via help@frasersestore.com. We will investigate the matter immediately and provide you with the necessary support.
19. Can I ask someone else to collect an order for me?
Of course! As long as they have your order confirmation email for verification, they may collect the order(s) on your behalf.
20. Where are the self-collection locations?
Products on Frasers eStore are sold by our stores from specific locations within the Malls of Frasers Property. All self-collection point(s) will also be specified in the product page of the respective store(s) you made the purchase(s) from. Please ensure you are aware of the stores' locations for self-collection when checking out the item(s).
21. How much time is given for me to pick up my order from the store once I receive confirmation?
Once you have received your order confirmation to self-collect via email, you should pick up your order(s) within the next 7 days at the respective store(s).
22. Can I select a different location to collect my orders?
Not currently. Kindly refer to the respective stores' locations before confirming your order(s) for self-collection.

Technical

23. Frasers eStore crashed as I was viewing my Order History. What should I do?
Kindly make sure your app is updated to the latest version. If you still encounter errors, please inform us through our Contact Form in-app or via help@frasersestore.com.
24. I don't see my question here, how do I contact you?
You can email us at help@frasersestore.com.