Frequently Asked Questions

Browse our products under the Coffee or Lifestyle categories, add your selected items to the cart, and proceed to checkout. Once payment is successful, you’ll receive an order confirmation email with your order number.
No account registration is required.

Yes. An order confirmation email will be sent to the email address provided during checkout once payment is confirmed. If you do not see it within 48 hours, please check your Spam/Junk or Promotions folder.

Yes. You may check out as a Guest. All order updates and confirmations will be sent to the email address used during checkout.

Unfortunately, orders cannot be amended or cancelled once submitted. We begin processing orders immediately to ensure timely fulfilment, and changes are not supported once the order is confirmed.

Only one (1) discount code may be applied per order. Please ensure the code is successfully applied before completing payment. Selected items may be excluded from promotions, as stated in the promotion T&Cs.

You may sign up for “Notify Me” alerts on the product page. Once the item is back in stock, you’ll receive an email notification. Availability may vary and is subject to stock replenishment schedules.

Yes. For corporate gifting, bulk orders, or customisation requests, please email us at specials@zuscoffee.com with your requirements. Our team will assist you accordingly.

To request an invoice, please email zcm-support@zuscoffee.com with your order number and purchase details. Our team will assist you accordingly.

Currently, ZUS Coffee Merchandise (ZCM) only ships within Malaysia.International shipping is not available at this time. Any future updates will be communicated via our official channels.

Delivery timelines for Ready Stock items are as follows:

• West Malaysia: 3–5 working days
• East Malaysia (Sabah, Sarawak & Labuan): 7–14 working days

Delivery timelines begin once the order has been dispatched. Tracking details will be shared via email.Pre-order items are excluded from the above timeline. Customers are responsible for checking item status marked as [PRE-ORDER NOW] or [ORDER NOW] on the product page before checkout.

Shipping fees are calculated based on delivery location and order value:West Malaysia

• RM6 flat rate for orders below RM60
• Free shipping for orders RM60 and above

East Malaysia (Sabah, Sarawak & Labuan)

• RM18 flat rate for orders below RM100
• Free shipping for orders RM100 and above

Shipping fees will be reflected during checkout prior to payment confirmation.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a tracking link. We recommend monitoring the tracking status regularly for shipment updates.

If you notice an error in your shipping information, please contact zcm-support@zuscoffee.com immediately.Address changes may only be accommodated before shipment is dispatched. We will not replace or refund parcels delivered to an incorrect address provided by the customer.

If your order includes pre-order items, the entire order will be shipped together once all items are available.Split shipments are not supported at this time.

If your order:

• Has not arrived within the estimated delivery timeframe, or
• Arrives damaged

Please contact zcm-support@zuscoffee.com with your order number and relevant details. Our team will review the case and assist accordingly, subject to investigation and courier confirmation.

At this time, expedited or urgent shipping options are not available. All orders are processed using standard delivery services to ensure consistency and reliability.

ZUS Commerce (M) Sdn. Bhd. accepts the following payment methods:

• Credit / Debit Cards (via eGHL Payment Gateway)
  All major credit and debit cards are accepted except American Express (AMEX). Payments are securely processed through eGHL.
• Online Bank Transfer (via eGHL Payment Gateway)
  Customers may select Online Bank Transfer during checkout. No additional charges apply, as transaction fees are absorbed by ZUS Commerce (M) Sdn. Bhd.
• eWallet (via eGHL Payment Gateway)
  Selected eWallet options are available at checkout. No additional charges apply.
• Buy Now, Pay Later – Atome
  Atome is available as a payment option and is processed via Atome’s payment gateway, subject to Atome’s own terms and approval.

ZUS Balance / Wallet is not supported for purchases on the ZUS Commerce (M) Sdn. Bhd. website.This balance can only be used via the ZUS App for purchases at physical ZUS Coffee outlets, including drinks, pastries, and selected merchandise.

If payment has been completed but no confirmation email is received, please contact zcm-support@zuscoffee.com with the following details:

• Proof of payment or transaction receipt
• Payment method used
• Date and time of transaction

Our team will verify the payment status and assist accordingly.

If you believe a transaction was made without your knowledge, please contact zcm-support@zuscoffee.com immediately and provide the following for investigation:

• Proof of transaction activity on the same purchase date
• Confirmation of whether the payment method or account may be shared with family members or friends
• If a parcel is received, clear photos of the items and the airway bill

Our team will review the case and take appropriate action based on the findings.

An e-Invoice is a digital record of a transaction between a seller and a buyer, created in a structured, machine-readable format (XML or JSON) as specified by the Inland Revenue Board of Malaysia (IRBM/LHDN).
It is not issued in PDF, JPG, or printed format. For more information, please visit the LHDN e-Invoice website.

If you are an individual (not operating a business), you may need an e-Invoice for:

• Claiming personal tax relief on your income tax return (Form B / BE)
• Submitting expense reimbursement claims to your employer (subject to company policy)

After completing your purchase, you can request an e-Invoice by following these steps:

• On the order confirmation page, scan the QR code for the e-Invoice request
• Fill in the required details:Full nameTax Identification Number (TIN)Identification numberEmail addressPhone numberAddress
• Click Submit

A Tax Identification Number (TIN) is a unique number issued by LHDN to identify taxpayers in Malaysia for tax reporting purposes. You may retrieve or verify your TIN via:

• MyTax Portal: https://mytax.hasil.gov.my/ → select “e-Daftar”
• HASIL Live Chat
• Call 03-8911 1000 or +603-8911 1000 (overseas)
• Visit any Inland Revenue Board of Malaysia (IRBM/LHDN)office

No. You may use any device or application that supports QR code scanning.

Yes. You must download the e-Invoice within the same month that the purchase is made or the product is received.

An e-Invoice request must be submitted within the same month of purchase. Requests made after this period will not be accepted or processed.

The e-Invoice will include:

• Your name
• Registration number
• Email address
• Phone number
• Purchase details

This information is collected solely for e-Invoice generation and legal compliance.
Your personal data will not be shared with third parties unless required by law or with your consent.
Please refer to our service provider’s Privacy Policy. for more information.

For questions or assistance related to e-Invoicing, please contact myinvois@hasil.gov.my. The Inland Revenue Board of Malaysia (IRBM/LHDN) team will be able to assist with account-related or technical enquiries.

If you have received a defective item, we will exchange the item under our 15-day warranty policy. Please fill up this help form and our friendly support team will assist you within 48 working hours.

To be eligible for an exchange, you will need to provide a video of the defective part or a photo of the wrongly delivered item and the receipt / proof of purchase.

If a return is required, we will provide you a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.

For more details, please read our Refund Policy.

For the vast majority of returns and exchanges, it takes about 15 -30 working days for us to get your package at the fulfillment center, inspect your return, and process it into inventory before you receive your exchange or refund confirmation. The refund amount will be the paid amount for the order.

If a refund request is approved, it will take 7-14 business days for the refund to reflect on your original payment method. Please note that it will take some time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we have approved your return but you have not received your refund, please fill up this help form.

Our merchandise is available at selective outlets only, you may refer to your ZUS App for merchandise availability at each outlet.

All of our merchandise are available via our website, official store on Shopee and Lazada. To ensure a seamless shopping experience, rest assured that you shall receive your items in typically 3 - 5 working days only.

Our product is made with quality materials, as according to the highest production standards. The product is competitively priced, in order to maintain its quality for maximum value.

We are committed to maintaining a high level of service, integrity, and transparency throughout the entire purchasing experience.

You can easily learn more about our different products by simply clicking on the 'Shop Now' button, which will direct you to our official website.

If you're having troubles with the button, here's a link to our website.

Besides our 30-days customer happiness policy, we do not offer other warranty for our product. Rest assured all our products have met the highest production and quality control standards before being sold to the market.

No, we do not offer any customisation on our products as of now.

Bring-Your-ZUS-Tumbler (BYZT) is a program that allows you, our esteemed customer, to save 10% every time you order your favourite drink with a ZUS Tumbler, as part of our initiative to reduce plastic and paper cup consumption.

You may refer to our website for more information about BYZT Program.

The serving size for ZUS Spanish Latte will be prepared

According to the original serving size of 16oz.

In the case whereby the serving size of the drinks is above 14oz, you can kindly request for the remaining amount (2oz) to be served in another cup.

Yes, we do take bulk orders. Please contact zcm-sales@zuscoffee.com and tell us what you need, and we will get back to you as soon as possible. The MOQ for bulk orders is 30 pieces and above.

For us to assist your with manual order creation, kindly fill up this form or email us at zcm-sales@zuscoffee.com