Frequently Asked Questions

Frequently Asked Questions

FAQ Question

Getting Started

1 Q. How do I register on the Website?

• Visit the City Mall website

• Click the ‘Sign Up’ button at the top right corner of the homepage.

• You will be taken to the registration page to fill in your registration details.

• Please check and confirm your delivery information, contact details and modes of payment correctly. Please further read our Terms & Conditions for your information.

• Click on ‘Submit’ once you’re satisfied with all the information you’ve filled in.

All done, welcome on board, you can now start shopping!
2 Q. Are there any registrations charge?

No, registering on City Mall is free for all.

3 Q. Do I have to necessarily register to shop on City Mall?

Yes, we need you need to register first before you place an order. Even if you are able to add products to your shopping cart without a prior registration, our system will request you to register with an account for you to successfully perform the check-out process.

4 Q. How do I place my order?

• Choose from the categories of products that you want to order. Example, choose from: Grocery, Baby Needs, Liquor & Tobacco and Beverage & Snacks, etc. 

• Choose the item that you wish to purchase and add it to your Cart by clicking the ‘Add’ button. 

• Choose the quantity/number of units of the product by clicking on the + or – to increase/decrease the same.

• Once you’re done shopping, we suggest you check the items in your shopping cart by clicking on the <CART> icon, which is located next to Main menu at the top right of your screen. You can edit, remove and proceed to checkout once you are satisfied.

• You will need to have a registered account with us to place an order. Create a new account or log into your existing account to proceed.

• Select an existing address you’ve previously added or create a new address as required and click ‘Next’ to proceed.

• Click ‘Next’ again to confirm the shipping method of choice.

• Click ‘Next’ to confirm your payment method. We currently only accept Cash on Delivery orders, so please ensure you keep the required amount ready when we deliver!

• Select your preferred delivery Date and Time slot. Please provide any special instructions for our delivery team to follow. Eg: ‘The main gate will need to be unlocked so please call). Click on ‘Next’ to continue.

• Review your order, if there's no further changes, click on the ‘Confirm Order’ button.

5 Q. How do I check my existing shopping list of items selected?

You can check your current shopping cart of items selected by clicking the ’Cart’ button at the top right corner of the website.

6 Q. How do I add items to my cart?

• Choose the products that you prefer and click on the ‘Add to Cart’ button next to them. The item has now been added to your shopping Cart.

7 Q. When and how can I cancel an order?

You can cancel your order any time before you check out. Once you have checked out, you cannot cancel your order by yourself. 

Note: If you wish to cancel part of your order or the order entirely, you will need to call to our Customer Care team on 09-421-63-4776 and ask them to do the needful for you.

Payment

8 Q. What are the modes of payment?

We currently only accept Cash On Delivery but will have more modes of payments tied in to the MPU Network, mobile wallets and all major banks Cards in the near future.

9 Q. Are there any other additional service charges and taxes?

Prices indicated next to the product are the Net Price of that product. As of now, we only levy a delivery charge depending on the area of delivery. However, in future, as per changes by the Republic of Union of Myanmar, we may include additional charges like taxes. Rest assured, these will be detailed out in your checkout process.

10 Q. What is the meaning of Cash On Delivery?

Cash On Delivery means you pay us for the order by cash when our staff delivers the products ordered, to your doorstep.

11 Q. When will I receive my order and how will it be delivered?

On completing check-out, your order will have been placed in our system.

Delivery will be completed the next day for orders placed before 3 pm.

For orders placed after 3 pm on any given day, the delivery will be made 2 days later.

Eg: You place an order on Monday at 1 pm: We will deliver on Tuesday.

You place an order on Monday at 4 pm: We will deliver on Wednesday.

Delivery

12 Q. How do I change my delivery info? (The address where I want my orders to be delivered)?

If you want to edit the existing address in your account registered with us, take the following steps:

Click on ‘My Account’ >> Address Book >> Edit >> (update the address) >> Save

If you want to add a New shipping address to your account registered with us, take the following steps:

Click on ‘My Account’ >> Address Book >> Add New >> (add the address) >> Save

Follow the same process to change name, email id and any other associated information with your registered account.

13 Q. How much do you charge for delivery?

Our delivery is a flat price of 2000 MMK for all the townships listed out on our website for orders below 20,000 MMK.

14 Q. Will someone inform me if the delivery of my order gets delayed?

Yes, our Customer Care department will inform you if there is any problem while delivering your order.

15 Q. Is there a minimum order for delivery? 

As of now, we don’t have a minimum order for delivery.

16 Q. Do you do Same-Day delivery?

As of now, we only offer Next-Day delivery, but we plan to introduce other modes in the near future.

17 Q. Where do you deliver to?

As of now, we deliver goods only to specified townships within Yangon and we will expand our network to other townships and cities in the future. Please see a list of townships that we deliver to, as below:

1. Ahlone

2. Bahan

3. Kyee Myin Daing

4. Sanchaung

5. Hlaing Thar Yar

6. Botahtaung

7. Mingalar Taung Nyunt

8. Pazundaung

9. Dagon

10. Kyauktada

11. Lanmadaw

12. Latha

13. Pabedan

14. South Dagon

15. Dawpon

16. Tamwe

17. Tharketa

18. Yankin

19. Thingangyun

20. South Okkalapa

21. North Dagon

22. Hlaing

23. Kamaryut

24. Mayangon

25. Mingalardon

26. North Okkalapa

27. Insein

18 Q. How can I contact City Mall?

You can contact our Customer Care in the following ways:

• Call us on: 09-421-63-4776

• Viber/Whatsapp Us on: 09-421-63-4774

• Email us on: customercare@citymall.com.mm

Email address – customercare@citymall.com.mm

19 Q. When can I contact the Customer Service Department?

Our Customer Care executives are available daily from 10 am to 10 pm to help you.

20 Q. How can I know if my orders are being processed?

As soon as you place an order, the following actions take place:

• You will get a notification through your registered email ID with confirmed order details that include an expected delivery date and time. 

• Once our staff starts processing your delivery, they will send an SMS to inform you that they are starting the delivery process along with a tentative delivery time.

• Meanwhile in your delivery, you can also check the location of your order on the map in the customer apps (a mobile application designed for tracking the order location).

• After the order has been successfully delivered to you, you will receive an email stating the same with the invoice for your order. You may also receive a call for your feedback, some time post delivery.

21 Q. What are delivery slots?

Delivery slots are preferred time frames that you can choose from, based on your availability or that of your family members for you to receive and pay for an order.

For eg, if there is going to be no one at home before 7pm in the evening, then we suggest you choose Slot #4 for delivery to ensure receipt.

The following are the slots we currently offer:

Slot 1 - 10:00 am to 01:00 pm

Slot 2 - 01:00 pm to 04:00 pm

Slot 3 - 04:00 pm to 07:00 pm

Slot 4 - 07:00 pm to 10:00 pm

22 Q. What is the cut off time?

Our cut-off time is 3 pm. This means that any orders placed, changes made, cancellations or any other amendments to orders placed need to be done before that. Any changes post 3 pm, will be considered as an order for the next day, which means they will be delivered with a next-day policy, on the day after.

23 Q. Can I change my order after placing it?

You cannot change an order once you have checked-out.

You need to either place a new order if you wish to change it or call our customer care department on 09-421-63-4776 and ask them to cancel/edit the previous order for you.

24 Q. What to do if an item delivered to me is defective (broken, leaking, and/or expired)?

We at City Mall take utmost care to deliver only the best quality of products to you. In the rare case you find a defect – breakage, leakage, expired product in an order, you can immediately return the same to our delivery staff, at the time of delivery.

If you discover the same a little after, we suggest you immediately contact our customer care team on 09-421-63-4776 and we will do the needful.

25 Q. Can I place an order over the phone?

We currently don’t accept orders on the phone. Orders can only be placed via our site. However, we look forward to introducing more modes of order placement and collection in the near future.

Cancellation & Returns

26 Q. How can I cancel my order?

City Mall provides easy and hassle-free cancellation. You can cancel your order over a call before the cut off time (3 P.M.) the day before the scheduled delivery.

27 Q. What If I want to return something?

Case 1: No questions asked return at the time of delivery. You can easily return products at the time of delivery to our delivery staff and don’t have to pay for it.

Case 2: If there are any major issues with the products, call us within 7 days of delivery. You will be asked to provide photos of the product(s) that you wish to return. Our very considerate Customer Care Department will decide on the future course of action. Please note that the Company reserves full rights not to accept any returns in this case.

Please further read our Terms & Conditions for your information.

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