Frequently Asked Questions

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.

- Qra @ The Stories: Lot E1, E2 & F2,Persiaran Taman Tunku, Bukit Tunku, 50480, Kuala Lumpur.

- Qra @ The Five: Kompleks Pejabat Damansara, A-LG-01, 5th Place @ The Five, 49, Jalan Dungun, Bukit Damansara, 50490 Kuala Lumpur.

- Qra @ Arcoris: Lot LG5-1 & LG5-3A, Lower Ground 5 Level, Arcoris, 10, Jalan Kiara, Mont Kiara, 50480, Kuala Lumpur.

- Qra @ The Stories: 9 am to 10 pm (Monday – Sunday)

- Qra @ The Five: 8 am to 10 pm (Monday – Sunday)

- Qra @ Arcoris: 8 am to 10 pm (Monday – Sunday)

- Qra Cafe @ Arcoris: 8 am to 10 pm (Sunday – Wednesday) & 8 am to 12 am (Thursday – Saturday)

Our e-commerce website is accessible 24/7; however, delivery starts from 10am to 7 pm. For same-day delivery or self-pickup, orders must be placed by 4pm to be on time for the last delivery or pickup slot of the day. Any orders placed after 4pm will be scheduled for next-day delivery or self-pickup.

- Whatsapp: +6019-3218550

- Qra @ The Stories: 03-6206 1693

- Qra @ The Five: 03-2011 0952

- Qra @ Arcoris: 03-6413 8497

Qra’s online store is our opportunity to provide the same quality of goods to our customers across both in-store and online shopping experiences! We are still adding features along the way to enhance your online shopping experience!

- Click ‘Create an Account’ at the homepage and fill in your details.

- Once done, log into your account.

- At the homepage, choose if you’d like to self pick-up from the store or have your groceries delivered to you.

- Start browsing and add items into your cart.

- Once done, click on the basket icon. Fill in your address, and choose your preferred time slot for pick-up or delivery.

- Click 'Place Order’ to make payment and your order will be placed upon successful payment.

You may place your order up to 2 days in advance.

For same-day delivery or self-pickup, orders must be placed by 4pm to be on time for the last delivery or pickup slot of the day. Any orders placed after 4pm will be scheduled for next-day delivery or self-pickup.

We want to provide the freshest ingredients and reliable stock amount 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.

You will be prompted to choose your preferred time slot at the checkout page.

We have a comment 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 bakery and other items.

You can place an order for any recipient by providing their name, phone number, and shipping details at the checkout page. You may also provide your greeting message under comments box as well and we will put in a greeting card for you.

Unfortunately, no as stocks availability in each store may vary. You will need to place a separate order for each different store.

You will receive a confirmation email stating your order number. Our store will get in touch with you prior to your delivery / self pick-up time.

Your confirmation email will be sent to you once your payment has been successfully made. Please check your spam or junk folder. Should there be no confirmation email and no contact from our team, do reach out to us via Whatsapp at +6019 321 8550.

Your delivery order will be packed and delivered from our Qra Arcoris store. Self pick-up orders will be from the respective store as per your selection: The Stories, The Five, Arcoris.

As we are committed to providing quality products and services to all our customers, we are streamlining our delivery service by having one dedicated store to handle delivery orders. All your delivery orders will be packed and delivered from our Qra Arcoris store.

We do not have a minimum/maximum order value. However, the quantity of the item that you add to your cart depends on stock availability in that store.

Cancellation is not allowed once the order have been placed.

You can reschedule your order up to 24 hours. To reschedule, please contact our customer service email at shop@qrafoods.com or WhatsApp +6019 321 8550.

Once your order is confirmed with the selected store, you’re not allowed to change to another store.

You may Whatsapp us at +6019 321 8550 to inform our store regarding your order

Please inform us when we reach out to you during our packing process. If an additional payment is required, we will send you the payment link to your email or Whatsapp.

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 the purchase but might be out of stock during the picking period.

In the event, the items purchased are not available at the selected store, the order may be processed by another store with your permission.

The payment can be made through a credit, debit card, FPX or e-wallet at the checkout page. Should your final bill be lower than your initial bill, we will refund the differences to your original payment method within 7-10 working days

This will occur due to pricing differences in weighing items, as well as any possibility of unavailable items in your order.

We accept cash, Visa, Mastercard debit and credit card, and e-wallets.

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.

Although we strive to ensure the product descriptions and product images are as accurate as possible; however, there may be a change of packaging and product descriptions by the manufacturer, therefore we cannot guarantee that product descriptions and images are accurate, up-to-date, or without error.

Your chilled and frozen products will only be packed closer to the delivery/ pick-up time. To ensure your chilled and frozen items arrive in perfect condition, we'll pack them with the utmost care to maintain their desired temperature throughout the journey.

Yes, most of the prices for both in-store and online are the same to ensure similar shopping experiences. However, price differences may occur if there’s an online or in-store exclusive promotions.

We currently deliver within a 45 km radius from our store at Arcoris.

If your delivery address falls outside of this range, you may contact us via WhatsApp at +6019 321 8550 for special arrangement. We will reach out to you on the delivery charges accordingly. The delivery charges depends on the 3rd party logistics provider's rates.

For every order, we charge a fixed handling fee of RM 2 in addition to the delivery fee.

You may key in your postcode at our homepage to check the delivery fee.

Delivery is not available outside of Klang Valley, however, we offer postage for dry goods subject to postage fee. You may contact us via WhatsApp at +6019 321 8550 for special arrangement.

For our delivery service, we use Lalamove & Grab as our service providers.

You can request the delivery rider to leave your goods at the collection area. Kindly note that we do not bear the responsibility for any spoiled or stolen item if left unattended. We recommend making arrangements for someone to receive your order to ensure the quality of your groceries.

Your delivery may be delayed due to weather conditions or rider availability. You will be notified of the delay via WhatsApp by us.

We charge a fixed handling fee of RM 2 for every self pick-up order.

You will receive a reminder notification via WhatsApp. The order will be held for 24 hours and should we not hear from you within the next 24 hours, the order will be disposed with no refund.

Alcohol orders need to be collected by the account holder that is of the age of 21 and above.

We will let you know via WhatsApp when your order is ready for self pick-up.

While we can try to accommodate your request to change from self pick-up to delivery, we suggest arranging your own rider to pick up your order directly from the store to ensure timely delivery.

Your order will be packed using our recyclable paper bags. Alternatively, you can purchase our reusable bags to pack your groceries for both in-store and online shopping.

It costs RM0.50 for a small bag and RM 1 for a large bag.

The bagging fee is included in the handling fee of RM 2.

We only have paper bags as they are recyclable and biodegradable.

We have a comment 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 bakery and other items.

You may click on forgot password on the log-in page and you’ll receive an email to change your password.

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.

You may unsubscribe to our email subscription via “My Account” by clicking edit at the newsletter section.

Qra has a 3-day refund policy. Any feedback or complaints for damaged or expired items can be lodged via WhatsApp at +6019 321 8550 or via email at shop@qrafoods.com within 3 days of receiving the goods. Kindly send a picture of the damaged/expired goods and a copy of your receipt. Refunds typically take 7-10 working days to process.

Alternatively, you may return the damaged/expired items to the store for a refund. You will need to bring the damaged/expired items and receipt for our staff to process.

Our refund policies are only applied to damaged and expired goods, however it is subject to verification of the condition of the items.

Refunds typically take 7-10 working days to process.

Qra Club is an app-based membership loyalty and reward program by Qra Sdn Bhd.

Qra Club has a wide range of member benefits such as special promotions, deals, offers, discounts, and so much more! On top of that, points accumulated throughout your shopping journey entitle you to even more rewards.

Membership is available to everyone who registers as a member, and the best part is, it is free of charge. All you need to do is download the Qra Club app from the Apple App Store or Android Google Play Store and complete the registration process. If you had a qrafoods.com account before June 1, 2023, your account has already been converted as a Qra Club member.

Qra Club offers several member benefits, including:

• Points on Every Purchase: Earn points with every in-store and online purchase.
• Pay-With-Points: Use your accumulated points to pay for your purchase.
• Item Redemptions: Redeem exclusive items using your accumulated points.
• Birthday Bonus: Receive a RM10 voucher during your birthday month.
• Members' Exclusive Promotions: Perks such as special deals, earn extra points and exclusive offers from partner brands
• Stamp Rewards: Collect stamps when you purchase to get rewarded.

To check your Qra Club points balance, simply go to the home button of your Qra Club app, and your balance points will be shown.

Yes, you can track all your transactions and redemptions. Just click on your profile in your Qra Club app, and you will see a transaction icon and a redemption icon.

Qra Club points accumulated will expire after 1 year from the month of issuance. All points will expire in the following month after 1 year.

Yes, you can use your Qra Club points at any one of our stores. You may also use your points online.

You can edit your profile details in the Qra Club app under the profile tab. If you want to change your email, phone number, or birthdate, please email qra.club@qrafoods.com as we will need to verify your details before changing this information.

In the Qra Club app, under the profile section, you can click on "change password" and follow the steps to reset your password.

You can browse the available rewards you have in the Rewards tab of the Qra Club app. To redeem rewards, you can use your points by following the instructions provided for each specific reward.

To redeem vouchers from your Qra Club app, simply present the vouchers at any cashier counter. The cashier will scan your voucher to offset the bill of your purchased goods.

No, you cannot exchange your Qra Club points for cash. However, you can redeem rewards using your points, including product promotions, F&B promotions, and cash vouchers.

No, Qra Club points are non-transferable from one member to another.