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Continue shopping sign inFrequently Asked Questions
Questions on your Account
Q. What is the MySony Store account?
A. MySony account is used for Sony online services such as purchasing new products online, registering new products’ warranty, receiving emails and participating in contest or events.
Q. How can I change my registered email address?
A. Please log in to your existing account and click on “Edit Profile” to update your details.
Q. How do I reset my password?
A. Visit our login page and click the forgot password option. Follow the prompts sent to your email to reset your password. You may also log in to your existing account and click on “Edit Profile” to reset your password.
Questions on your Orders
Q. How do I know if my order has been successful?
A. Once your order has been successfully placed, you will receive an email confirming your order along with an order number. In the event you did not receive an email, please check your spam/junk mail. Otherwise, please contact our Customer Interactive Center for further assistance.
Q. Can I bulk order?
A. Yes, you may order bulk purchase from Sony Store Online. However, we do not allow multiple/bulk purchase of limited-edition products from the same buyer.
Q. Can I edit or cancel my order?
A. Unfortunately, all successful orders cannot be edited. For cancellation, please contact our Customer Interactive Center for more information.
Questions about Payment
Q. What payment methods are accepted?
A. Sony Store Online accepts various payment methods such as:
- Mastercard & Visa Debit/Credit Cards
- Credit Card Instalment (Selected Banks only)
-
Maybank EzPay (VISA, MasterCard, Amex only)
- 6 Months (min spend RM500)
- 12 Months (min spend RM1,000)
- 24 Months (min spend RM2,000)
- 36 Months (min spend RM2,000) -
CIMB (VISA, MasterCard only)
- 6 Months (min spend RM500)
- 12 Months (min spend RM2,000) - Ambank (VISA only)
- 3 Months (min spend RM500)
- 6 Months (min spend RM500)
- 9 Months (min spend RM1,000)
- 12 Months (min spend RM1,000)
- 24 Months (min spend RM2,000)
- 36 Months (min spend RM2,000) -
HSBC (VISA only)
- 3 Months (min spend RM500)
- 6 Months (min spend RM500)
- 9 Months (min spend RM1,000)
- 12 Months (min spend RM1,000) -
Standard Chartered (VISA only)
- 3 Months (min spend RM500)
- 6 Months (min spend RM500)
- 9 Months (min spend RM1,000)
- 12 Months (min spend RM1,000)
** For HSBC, Standard Chartered & AmBank Installment, please key in your payment details without choosing any installment options. After that, you will be redirected to respective payment portal to select your preferred installment and continue your transaction - E-Wallets
- Online Bank Transfer
-
Atome Buy Now Pay Later
-> Credit Limit (By Default)
- Debit Card: RM1,500
- Credit Card: RM5,000
-> How to Increase Credit Limit
- Consistent repayment on time
- Build up good CTOS score
-> How to check Credit Limit
- Please email to support@atome.my - PayLater by Grab
Questions about Delivery
Q. How much does delivery cost?
A. For orders above RM100, delivery fee is free. For orders below RM100, it is RM10 for West Malaysia and RM15 for East Malaysia.
A.
| Shipment Area | Item Size | Estimated Delivery Time* |
|---|---|---|
| Klang Valley | Small Items | 3-5 Working Days |
| Big Items | 3-6 Working Days | |
| West Malaysia outside Klang Valley | Small Items | 3-5 Working Days |
| Big Items | 3-7 Working Days | |
| East Malaysia | Small Items | 4-8 Working Days |
| Big Items | 4-8 Working Days |
Do expect a longer time frame during sale seasons due high influx of order. For more information, please contact our Customer Interactive Center.
*The estimated delivery time listed is only an indication and may vary.
Q. Where do you ship to?
A. Sony Malaysia ships to both East and West Malaysia. Shipping is only available to addresses within Malaysia.
Q. How will I be notified or be able to track my order?
A. Once your order is out for shipping, you will be notified via email containing your order number and delivery tracking number.
Q. What if I am not at home when the package arrives?
A. If you’re unavailable to receive your package when it arrives, the delivery team will contact you for further arrangement. You may opt for re-delivery or collection at the courier agency hub. If you live in a guarded housing area, you may also choose to leave it at the guard house, ask for re-delivery, or self-collect at the hub.
Q. Can I get my delivery left at my doorstep or hidden somewhere at the door?
A. Any request to leave package unattended is at your own risk. Sony Malaysia will not take responsibility for any loss or damage to the package. To ensure your package is safely received, we discourage such request. Instead, you can call our Customer Interactive Center to rearrange a date that is more convenient for you.
Q. What should I do if I have not received my item or the full order?
A. Please contact our Customer Interactive Center and provide your order number for our team to check.
Questions about Products & Warranty
Q. What does Special Order means?
A. Products labelled as Special Order are products that require us to specially order according to its demand. Due to the products being specially ordered, it requires 6 - 12 weeks for the product to be manufactured and delivered.
Q. How long is my warranty?
Warranty starts from the date of delivery and the warranty period is based on product category purchased. To find out how long your warranty is, please visit our domestic warranty webpage to check. By registering your product in MySony, you will also receive an additional 3 months warranty.
For additional information such as extended warranty and overseas warranty, please click here.
Questions about Returns & Refunds
Q. Can I exchange/ return my order?
A. Refund of payment is only applicable when product purchased are incorrect or damaged on arrival. No refunds would be entertained once order is being processed by Sony Malaysia. An incorrect order is defined as products that differs from the product ordered or products that are missing parts. A damaged product is defined as product that is faulty out of box.
For exchange/ return to be done, items must fulfill the below requirements.
- Please contact our Customer Interactive Center within 7 days from the day the product is delivered to you.
- The product must be purchased through Sony Store Online.
- Proof of purchase through delivery order receipt and order number is required at the point of submitting the exchange/ return request.
- Product must be returned in the original and sealed packaging, and should include any free gifts, warranties, manuals, and other accessories that came together with your item.
- The courier service agent will collect the product from you and send it for repair.
For more information, please contact our Customer Interactive Center.
Q. How long is the refund period?
A. The refund will begin to process when the customer receives a cancellation email from Sony Malaysia except for FPX/Bank Transfer. Different payment mode has different interval timeline as below:
1) FPX/Bank Transfer Transaction
-The refund will be processed takes up to 2 to 4 working weeks upon receiving the relevant documents from the customer.
-We will reach out to the customer on the details required to process the refund.
-The refund reflected in the cardholder bank statement depends on bank processing time which is beyond our control.
2) Credit Card Transaction
- The refund will be processed by our processing bank within 7 to 14 working days. (Not include Saturday, Sunday and Public Holiday) - The refund reflected in the cardholder bank statement depends on bank processing time and it is beyond our control.
3) E-Wallet Transaction
- The refund will be processed to the payee e-wallet within 7 days.
4) PayPal Transaction
- The refund will be processed in approximately 7 to14 working days (Not including Saturday, Sunday and Public Holiday)
- The refund reflected in the customer bank statement/Paypal account is beyond our control and is depends on bank/Paypal processing time.