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1. Why we may ask for identification
We may ask for identification to verify a purchase or collection, help prevent fraud, meet applicable customer identity-check requirements or prepare an e-Invoice. We will explain the reason and the information needed for your transaction before it is accepted. You do not need to provide an identity document simply to browse our catalogue.
The information required depends on the transaction and the rules that apply. An identity number and a copy of an identity document are different forms of information; if we request a copy, you may ask why it is needed. Information collected for identity checks is not permission to send you marketing.
2. Information and verification process
Depending on the justified requirement, information may include your legal name, identification type/number, nationality, address, contact details and relevant invoice details. Corporate or representative purchases may require company and authority information. Additional source-of-funds or beneficial-ownership checks may be appropriate where required by the applicable risk/legal assessment; they are not automatically demanded from every visitor.
Avoid sending IC/passport images through general enquiry forms or ordinary email unless an approved method is specifically confirmed. Ask why a copy is needed rather than inspection or limited details. Never submit passwords, banking login details, OTPs or card security codes. We do not use identity-verification information to build promotional mailing lists.
3. e-Invoices and correction
Tell us before payment if you need an individual e-Invoice. We will explain which buyer information is needed for your purchase and how to provide it through the agreed channel. Requirements may differ for individuals, businesses and overseas buyers. A standard receipt is not the same as an e-Invoice validated by LHDN.
Check your invoice details promptly. If a correction is needed, contact us with your transaction reference so we can explain the applicable correction, rejection or adjustment process and its time limits. e-Invoice requests are handled through customer service; the website does not issue a validated e-Invoice automatically.
4. Uncompleted verification and privacy
If genuinely necessary verification cannot be completed, we may pause or decline the proposed transaction and explain what is needed where legally permitted. We will address received funds under the payment policy, subject to lawful restrictions. Not providing a document does not itself authorise a cancellation deduction.
For recipients, retention and rights, read the privacy notice. Ask customer service to explain the applicable legal requirement or company policy, the consequences of not providing the information and any appropriate alternative.