FAQ

MEMBERSHIP REGISTRATION

After installing the Emartmall application, on the Menu bar in the top left corner, select "Login" Display the Login/Register.

 

 

If customers already have Emart Membership Card: Select “Emart Membership Card”  Fill in your ID and password, enter membership card number 8479xxxxxxxxxxxx (back of the card)  Select “Check Card”, phone number and email will be auto-filled. In case the email is not displayed automatically, please enter the email  Select "Register". The system will send an OTP code to phone number, enter the OTP code to complete the registration.

The Phone Number field only gets information from the Membership Card that customers have registered at Emart stores, it cannot be adjusted on the application itself. If the phone number is wrong or customers do not use this number anymore, please contact the Customer Service counter at Emart stores for assistance in changing the phone number of the Membership Card.

Emartmall account's registered address will be entered automatically according to the registered address of Membership Card. If the registered address is out of the available shipping area of Emartmall, please go to the Address Book to add or adjust the shipping address.

 

If customers do not have Emart Membership Card: Select “Not Yet Membership card”  Select the Phone icon to register with Phone number, or the Zalo/Facebook/Apple ID icon to register with Zalo/Facebook/Apple ID on device  Fill in all the information in the blank boxes  Select “Register”. The system will send an OTP code to phone number, enter the OTP code to complete the registration.

Register/Login with Facebook/Zalo: Select the Facebook/Zalo icon  Select Agree to let Emartmall log in via another App  Fill in all the information in the blank boxes  Select "Register".

Customers who choose this registration method will be given a new card number, when customers come to buy directly at Emart stores, customers can accumulate points on this card number by logging in to Emartmall, selecting Emart Point and giving the card barcode to the cashier at stores. Emart does not issue physical card to an account registered by this method.

Notes:

  • If customers already have Emart Membership Card (physical card issued at Emart stores), customers should register with this card on Emartmall to accumulate points in parallel. In case customers change to another physical card due to card loss or when receive a message that the using card is locked at the payment step, please contact Emartmall Service Center to lock the current account and re-register Emartmall account with the latest issued card. Emartmall system does not update/change new card number by itself after customers remake the physical card.

  • Only one Emartmall account can be registered for each phone number. If customers have the same phone number that used for registration before, please do one of the following:

    In case of the phone number is duplicated because customers have registered for an account before and still want to continue using it, please use the Forgot Password function to receive an OTP code sent to the phone number or receive a link sent to the email to reset a new password.

    In case of the phone number is duplicated because customers have registered for an account before and do not want to continue using it, please contact Emartmall Service Center for assistance in locking the old account. Customers will then be able to re-register for a new Emartmall account.

  • In case customers have successfully registered for an Emartmall account and after a while customers no longer use the phone number that used to register before, please do one of the following:

    - In case customers still remember password: there is no need to change the account information, just enter the current phone number in the Shipping Information section so that Emartmall can contact when delivering the goods.

    - In case customers forget password: contact Emartmall Service Center to change the registered phone number, then use Forgot Password to reset new password. If customers use Emartmall account registered with physical card number (registered by Emart Membership Card), this method is only applicable after the phone number of the physical card is changed by Customer Service at Emart stores.

  • If customers already have physical card issued at Emart stores but do not register with Emart Membership Card Number and register with the forms Not Yet Membership, the new card number issued after registration will be accumulated separately, not accumulated in the physical card. In case customers choose the wrong registration forms as above, please contact Emartmall Service Center for support. There are two types of support as follows:

    Emartmall locks the account of the card number issued when registering online so that customers can re-register Emartmall account by Emart Membership Card. Emartmall does not support transferring accumulated points of cards.

    Go to the Customer Service counter at Emart stores for assistance in transferring accumulated membership points. Then contact Emartmall Service Center to lock the Emartmall account of the card number issued when registering online so that customers can re-register  Emartmall account by Emart Membership Card.


Emartmall Service Center:

Hotline: (028) 3622 4567

Email: emartmall@emart.vn

Register Emartmall account with Emart membership card to accumulate points when shopping on Emartmall and also at Emart stores.

 

For every 200 VND purchased, you will accumulate 1 point (point accumulation rate is 0.5%). Accumulated points will be converted to value at checkout with 1 point = 1 VND. In addition you also enjoy privileged programs offers exclusively for members of Emartmall and Emart stores.

 

Earning points will be displayed on Emartmall twenty four (24) hours after delivery is completed.

 

Points accumulated in the year (from January 1st to December 31st) will be used until the end of February of the following year, and from March 1st, the system will automatically cancel all points accumulated in membership card of the previous year.

 

Check membership points: Log in to Emartmall On the Menu bar in the top left corner, select “Emart Point” Show your membership card, accumulation history and use of points along with card barcode.

 

 

Notes:

  • Accumulation point history on Emartmall only shows details of orders purchased through Emartmall. Points are accumulated when purchases at Emart stores will still be added to the total points but not shown detail.

  • Customers can use enlarged card barcodes on Emartmall Apps instead of physical cards when accumulating point at Emart stores.

  • In case the screen is blank, the card number is not displayed at "Emart Point": Customers are using a locked card number at Emart stores. Please contact Emartmall to lock the current account and re-register Emartmall account with the latest card number in use.

Log in to Emartmall On the Menu bar in the top left corner, select “Address Book” Select the icon Delete/Edit address or "Add new address" After editing or adding information, click "Save" to updated.

 

 

You can save many address information and choose specific address when making a purchase. The shipping address must be within the shipping area of Emartmall. We reserve the right to refuse delivery if your address is out of scope of delivery.

 

For details, see Shipping - Delivery policy.

Change password: On the Menu bar in the top left corner, select “My Emart” Select “Change password” Enter a new password.

 

 

Change language: On the Menu bar in the top left corner, select Tiếng Việt/English Select the language you want to change Press the icon in the right corner of the screen to confirm the language change Select “OK ".

 

 

Change registration information: On the Menu bar in the top left corner, select “My Emart” Select “Account information” to review the registered information. You can change the email to receive order

 

 

Change VAT invoice information: On the Menu bar at the top left corner, select “My Emart” Choose “VAT Invoice Information” Fill in your company name, tax code, address and email to receiving electronic VAT invoice Click “Save” to update information.

 

ORDER AND PAYMENT

Log in to the account registered on Emartmall. Select the product you want to buy by searching on the main screen, the Product Category or searching on the Search Bar.

 


 

Select product: Click on the image of the product you want to buy Select “Add to cart” and adjust the quantity if you want to buy this product and buy other products next.

 


 

Shopping Cart: Click the Shopping Cart icon in the top right corner or bottom of the page. Check the product and adjust the quantity you want to buy Press the button “Payment”.

 


 

Go to Shipping Information page: Choose order receiving method (Shipping or Pick up).

- For "Shipping" option: Check delivery address, recipient's name and phone number  Notes for the order (if any)  Select "Delivery time"  Select “Continue”.

- For "Pick up" option: Check recipient's name and phone number  Notes for the order (if any)  Select "Continue".

 


 

Go to Confirm Payment Check receiver information again Enter membership points you want to use (if any) Choose Payment method Choose Out of stock product processing Enter VAT Invoice information (if any) ) Select I have read and agree to the Operation Regulations of Emartmall Click “Confirm” to complete your order. Emartmall will send you a message to confirm successful order together with order number.

 


 

After receiving the order, Emartmall will deliver to provided address and contact recipient's phone number. If the recipient cannot be contacted, the delivery time may be later than expected. In case customers choose "Pick up", Emartmall will contact customer to pick up after processing the order. Customers come to Emart stores, please go to the "Pick-up Service" at Emart stores and contact Hotline: (028) 3622 4567 or press intercom to contact Emartmall's staff.

 

For details, see Transaction process.

At Confirm Payment, section Emart Point Usage input the number of points you want to use within the range of Available point.

 

 

Membership points to be used for the order must be an even number of 100. Minimum number of points used is 200 points.

 

In case of unsuccessful order, your used points for that order will be returned to your account after 23:59 on the same day.

Emartmall provides 4 forms of payment: Cash payment, Transfer, MoMo Wallet and Online payment (domestic ATM card, Visa/Master/JCB card).


1. Cash payment (COD): Emartmall shipper will deliver to customer’s address and receive cash.


2. Transfer: Emartmall staffs prepare goods, remove out-of-stock products from the order (if any) and call to notify the customer of the final amount of the order for transfer. Emartmall will delivery after receiving money into Emart account.


3. MoMo E-Wallet:

- In case Customers make payment on Emartmall application, the system will automatically switch to MoMo application for payment.

- In case Customers make payment on Emartmall website, Customers please open MoMo application and select scan QR code to make payment.


4. Online payment: Choose the type of card you want to use  Enter card information  Enter OTP code (if any)  Confirm payment.


In case of error with online payment, please call Hotline (028) 3622 4567 or email emartmall@emart.vn for support.


Refund for out-of-stock products: Customers will receive refund money back through the Bank/MoMo account used to pay at Emartmall. Refund processing time depends on each payment method.


For details see the Payment Process.

In some cases, products at Emart stores will not update stock in real time, leading to out of stock, or packaging, expiry date of the product does not meet the customer's requirements. Emartmall will remove the item from the cart and deliver the rest. Customer will base the amount on the invoice to pay (for COD order) or Emartmall will refund the amount of the removed product (for online payment).

 

Customers choose in advance the direction they want in case the product is out of stock.

 

Remove products from cart and no need to call: Emartmall will not call to notify and directly remove the out of stock product out of shopping cart and proceed to delivery.

 

Call to notify which product is out of stock: Emartmall will call to notify which is the out of stock product before removing the item from the cart. In case customer do not answer the phone, the delivery time may be slower than requested.

 

 

At Confirm Payment step, select "Issuing VAT Invoice" will show Company name, Tax code, Company address, Email receiving VAT invoice for Emart to receive the information and will send the VAT invoice via email after the order is completed. In case there is no information choose “Edit VAT information”.

 

 

Emart issues VAT invoice within the day of successful delivery and only issue VAT invoice for the total amount of items. Membership points and Shipping Fee will not be invoiced.

In case Customers do not choose to issue VAT invoice while placing orders, please send Invoice Information and Order ID to email emartmall@emart.vn before Emartmall starts delivery.

DELIVERY

On the Menu bar in the top left corner, select “My Emart” View “Order Status” Check details of processing orders. Customer can call Hotline (028) 3622 4567 to meet Emartmall staff to ask directly about order status.

 

 

On the Menu bar in the top left corner, select “Order history” Check details of orders that have been placed in the last 3 months.

 

 

Re-purchase orders: Customer can use the "ReOrder" button when entering the old order details to repurchase the same products as the previous order.

 

Note: product prices and stocks can be changed.

 

 

Emartmall will deliver during the day for orders placed before 17:00.

 

Orders placed after 17:00pm will be delivered the next day.

 

Emartmall staff will call to notify when delivery starts. In case customer do not answer the phone, the delivery time may be slower than requested.

 

In case Emartmall cannot deliver according to the delivery time that customer have selected, Emartmall will actively call to negotiate another delivery time.

FREE delivery for under 5km area with orders from 300,000 VND


FREE delivery for areas over 5km with orders from 500,000 VND


Delivery fee by km: 5,000 VND/km


Pick Up Orders – Go directly to the Pick Up Point at Emart stores to receive the goods: no shipping fee 


For the available delivery area, please see the Shipping - Delivery Policy.