FREQUENTLY ASKED QUESTIONS

You can go directly to shop.myjournify.com to browse and purchase any items we have in store.

We have a whole range of products and services that includes hotel vouchers, holiday packages, experiences, airline exclusives and even locally made goods such as batik, healthy snacks, and durian products! More brands will be added on a regular basis, so you can look forward to getting all your travel and lifestyle needs on one platform.

Shopping on Journify is simple. After browsing and deciding on what to buy, you can proceed to purchase in the following 2 ways:

1) Buy and checkout immediately
On the product page, select ‘BUY NOW’ and proceed to checkout after confirming your shipping details.

2) Add to cart and checkout with other items
On the product page, select ‘ADD TO CART’ if you’re still browsing for other things. You can click on your cart and checkout for all items together once you’re done.

No, Journify is an online platform, and all purchases must be made at shop.myjournify.com.

Every Ringgit you spend on Journify allows you to earn Enrich Points. These Enrich Points can then be used to redeem for travel and lifestyle products and services on Journify, or even for flights, hotel stays, F&B vouchers and more via the Enrich platform.

We accept payments via online banking, Visa/Mastercard credit and debit cards, and selected e-Wallets.

Signing up as an Enrich member on Journify is completely free. However, there could be additional charges for delivery, warranty or anything extra depending on the terms and conditions set by our merchants for the product or service you purchase.

The merchants will provide the terms and conditions on their product pages. Please read and understand them before you make a purchase.

Yes, of course. All good things must be shared, and you are more than welcomed to purchase and send them to your family and friends.

THIS DOES NOT APPLY TO MHFLYPASS
MHflypass cannot be purchased for family and friends as it is linked to an individual Enrich member's login credentials, which is for ONE adult traveller only. Please read the FAQs on each MHflypass product thoroughly before you purchase.

Yes, you can purchase the items on Journify from outside of Malaysia. However, delivery is only available within Malaysia at the moment. The terms of delivery are subject to our merchant’s terms and conditions.

All transactions must be in Malaysian Ringgit except for MHflypass Malaysia and ASEAN where customers from other countries within Southeast Asia can make a purchase with their own currency too.

Yes. You can purchase as many products/services as you want at one time via the Journify website or mobile app.

Shipping is calculated at Checkout once your shipping address is inserted. You’ll find it in your Order Summary on the right side of the Checkout page.

Shipping fees are generally calculated based on the weight and dimension of your package, as well as the distance of your shipping address and rates of different logistic partners. This is auto calculated and is visible on the Checkout page prior to payment.

No, when you purchase from different merchants, your product(s) will be delivered based on the shipping options provided by each merchant, even if they are all part of the same order. The shipping fee will be charged by each merchant.

There are two ways to do this:

1) via the Checkout page
Before you proceed to pay, click on the Change Address link next to your Shipping Address.

2) via your Profile page
Click on your Profile and go to My Shipping Address to add, remove or edit your address.

No, you can only change your address before you place your order. Once payment is completed, no changes can be made.

You can view the status of your orders in your account. Just log in and go to My Orders under Profile to keep track. Once your package is in ‘To Receive’, you can click on the Tracking Number and find more information about where your package is located.

Generally, our Journify Preferred Logistics Partner (JPLP) can deliver parcels to buyers on an average of 1-3 working days for West Malaysia and between 3-7 working days for East Malaysia (if applicable) once the parcels have been picked up.

Currently, we have DHL e-commerce as our Journify Preferred Logistics Partner (JPLP). More partners will be brought onboard in the coming months, but our merchants also have the option to use a delivery partner of their choice too. The delivery terms and conditions may vary depending on the logistics partner the merchant uses.

Yes, you may request for an exchange/refund if your item is not delivered, defective, different from what you ordered or for other reasons as specified in the terms and conditions. However, all requests must be made within 7 days of the receipt of your item(s) or of the expected delivery date for undelivered item(s). The button to request the exchange/refund will not be available after 7 days.

All requests must be accompanied with proof of your claim and will be reviewed by the merchant before it is approved and resolved.

Once you’ve received your item(s), you will see the button to request for an exchange/refund under the ‘Completed’ tab of My Orders in your Profile. Please ensure you submit your request within 7 days of the receipt of your package.

Clicking on this button will lead you to a form where you can choose the type of request (Refund, Exchange/Replace or Return), select the reasons for it and attach your supporting documents or images. Once the merchant receives your request, they will review and initiate a conversation with you to come to an agreement depending on your request type.

Sorry, we will only accept a request for exchange/refund for reasons that are listed in the form or as stipulated in the terms and conditions of the product or service. This does not include a change of mind.

Once you’ve submitted your request, the merchant will review it and send you a shipping label via the comments section. Print it and attach it to the product you want to return. Our courier partner will pick it up from you within 24 hours. Please click the button to confirm the product return once it’s been picked up.

The merchant will proceed to prepare and ship out your replacement product or process your refunds once they have received the original product.

Your return shipping cost is based on the agreement between you and the merchant. In some instances, the merchant may require you to drop off the item at a collection point. Do check with the merchant for the product you wish to return.

No, purchases in any form of vouchers are non-refundable and non-exchangeable. Please ensure you check the details and terms and conditions of your vouchers before you make a purchase.

Once your request for a refund has been approved, please allow 7-14 working days for the amount to be credited into your account.

If you require further assistance, you can click on the ‘Escalate’ button and provide additional comments or images to support your request. This will be sent to Journify admin to review further.

Enrich is the loyalty programme of Malaysia Airlines where you can earn Enrich Points when you fly and redeem rewards with your points for an extensive range of experiences. Now, we’re extending this world of privileges to Journify too, which means you can earn and redeem Enrich Points every time you shop on Journify. Signing up for an account on Journify automatically makes you an Enrich member too.

No, you can shop and checkout as a guest on Journify easily. However, to earn Enrich Points, you will need to sign up for an Enrich account. This allows you to keep track of your orders and earn Enrich Points for every purchase too.

RM4 = 1 Enrich Point. This applies to all transactions on Journify unless otherwise stated in the terms and conditions of specific products and services. The more you spend, the more Enrich Points you’ll have to redeem for rewards and privileges on Journify or even via the Enrich platform.

Enrich Points earned for every transaction will be reflected in your account within 14 days.

Yes, the Enrich Points have a validity period of three years from the date it is earned.

Yes, you will still be eligible for Enrich Points for the original item purchased.

Yes, if the product is refunded by the seller, you will not be eligible to earn the Enrich Points. Your points will be removed from your account and any redeemed points will be forfeited.

Refunds will only be allowed where there is a system error. If the merchant agrees to a refund, the refund value will depend on the Enrich Points you have redeemed. The Enrich Points used will be converted to its cash equivalent and the refund value will be deducted accordingly.

Yes, if the product is refunded by the seller, you will not be eligible for the Enrich Points and the points will be removed from your account.

Yes! You can now redeem products/services on Journify with your Enrich Points. You can also redeem for flights, hotel stays, food, and dining vouchers and more via the Enrich platform. Learn more at malaysiaairlines.com/enrich.

Journify2U (J2U) is a flagship experience where you can shop on Journify and have your items delivered to you at the boarding or arrival gate of Kuala Lumpur International Airport (KLIA). We also offer various airport services such as Meet & Guide and Airport Fast Track Services for your convenience at KLIA.

You can browse and make your purchase under the Journify2U category at shop.myjournify.com or via the Journify app. Kindly place your orders at least ONE day before your flight (before 11.59pm, Malaysian time). If the order is placed after the cut-off time, the service may not be available for you.

Kindly place your orders at least ONE day before your flight (before 11.59pm, Malaysian time). If the order is placed after the cut-off time, the service may not be available for you.

Currently, Journify2U has options for food and beverages, and also various airport services such Meet & Guide and Airport Fast Track services at KLIA. Please visit shop.myjournify.com and browse the Journify2U category for more details. Kindly place your orders at least ONE day before your flight (before 11.59pm, Malaysian time). If the order is placed after the cut off time, the service may not be available for you. Orders are available for all flights departing and arriving at KLIA including non-MH flights.

No, at this moment, no refunds will be allowed unless we are unable to fulfil your order due to a flight disruption.

Yes.

If your flight is cancelled or rescheduled, please inform us about your new flight time and date immediately via our Contact Us form.

Departure
The Journify2U team will deliver your item(s) to the boarding gate 50 mins before your departure time. Please ensure you arrive at the boarding gate at least 60 mins prior to your departure time.

At boarding gate:

• Our staff will make an announcement on the Journify2U order delivery.
• Show your boarding pass to the Journify2U staff for verification.
• Collect your item.

NOTE: For international departures, due to LAG restrictions, drinks are not permitted at the gate or on board. Please arrive early and consume your order before you enter.

Arrival
The Journify2U team will be waiting for you as you step out of the plane upon arrival. Look out for someone in a bright orange or purple sweatshirt!

For now, items will be delivered to you at the boarding or arrival gate. You will be able to pick up your items at a later stage and we will inform on these selected pick-up locations then.

For Domestic flights, you can bring in your orders on board with you.

However, for International flights, liquid or wet goods (for example, drinks) will not be permitted as we must adhere to the Carriage of Liquids, Aerosols and Gels (LAGs) restriction that has been put in place by the airport authorities. However, kindly check with your respective airlines on their policies.

Yes, you can travel on other airlines and still enjoy our Journify2U experience.

No, customers are not allowed to edit/choose their time. We will deliver your item to your boarding gate 50 mins before your departure time.

Kindly inform our staff at the gate and we will investigate the delivery status for you.