Frequently Asked Questions

General

ZUS COFFEE exists to make speciality coffee accessible to everyone. We believe great coffee should not come with a premium price tag — which is why we have built a brand around convenience, affordability, and quality. Whether you are grabbing a quick cup before work or savouring a moment for yourself, we are here to make sure that ZUS COFFEE is always a Necessity, not a Luxury.
Yes — ZUS ZUS COFFEE is proudly certified HALAL by JAKIM. All of our ingredients and suppliers are HALAL-certified, and we are committed to maintaining a fully Muslim-friendly environment across all our outlets, always.
Absolutely. Our menu goes beyond great coffee. From wholesome on-the-go meals to satisfying snacks – whether you are after something light and healthy or a little indulgence – you will find the perfect pairing in-store and on the ZUS App.
We use 100% Premium Grade Arabica beans, blended with Single Origin beans sourced from Indonesia, Ethiopia, and Colombia. Our beans are roasted to a Medium Dark profile by our trusted Australian roasting partners – delivering a consistently bold and balanced cup, every time.

Ordering

The easiest way to order is through the ZUS COFFEE app — place your order in advance, collect it in-store, or have it delivered straight to your door. Download the ZUS App on the App Store or Google Play and start ordering today.
Unfortunately, no. Once an order has been placed or is being prepared by the outlet, we are unable to make any changes. For future orders, kindly include any specific requests in the Special Remarks section before checkout, and we will do our best to accommodate them.
Unfortunately, no. We are unable to make any amendments to the order once it’s successfully placed. Alternatively, you may arrange a courier or delivery service to pick up the orders on your behalf.
No. Once the order has been submitted, you are unable to amend or add additional items to the same order. To purchase additional items, you may place a new order instead.
Unfortunately, no. Once the order has been submitted, you are unable to add, edit or amend the address. This is to prevent any confusion between the delivery partners.
Yes, we do accept corporate and bulk orders! Kindly reach out to us at partnership@zuscoffee.com with your request details, and our team will get back to you within 48 hours.
Unfortunately, no. We are unable to cater to this request at the moment.

Delivery

Our delivery range/radius is within 9km of all our outlets. Kindly download our ZUS App to see if your address is within our delivery range.
Please contact our Customer Happiness team via Live Chat about the missing item(s) or wrong order. Please report your issue within 8 hours of the delivery time. Kindly submit a clear picture along with the information related to this issue.
We’re truly sorry that your drink or food order arrived in poor condition. This isn’t the experience we want for you. To help us resolve this quickly, please contact our Customer Happiness team within 8 hours of delivery via Live Chat in the ZUS App.
 
Note: Refunds will be reviewed on a case-by-case basis. We’ll also notify the respective outlet and delivery partner to help prevent similar incidents in the future.

App & Payment

You can find us by searching ZUS COFFEE. We are available on the App Store, Google Play, and Huawei AppGallery.
If this happens, we would recommend rebooting the ZUS App with the following steps:
  1. Refresh the ZUS App
  2. If that doesn’t work, please uninstall and reinstall the ZUS App
  3. If it is still not working, take a screen recording of the error AND;
  4. Contact our Customer Happiness team via ZUS Web Chatbot for assistance
The ZUS COFFEE App accepts several cashless payment methods through its integrated payment gateways including:
  • ZUS Balance: Internal wallet credit topped up directly within the app.
  • eWallets: Major Malaysian eWallets including Touch’nGo (TnG) eWallet, GrabPay, BOOST, ShopeePay/SPayLater, and ShopBack Pay.
  • Credit & Debit Cards: All major Visa and Mastercard cards are accepted.
  • Online Banking: Direct bank transfers via FPX/Online Bank Transfer.
If your ZUS COFFEE app payment fails, you can try to resolve it with these troubleshooting steps:
  • Force quit the app: Close the ZUS App completely and reopen it.
  • Update the ZUS App: Delete and reinstall the latest version.
  • Check payment methods: Switch between Touch ‘n Go, GrabPay, Credit/Debit card, or ZUS Balance.
  • Verify bank/e-wallet: Ensure you have a stable internet connection and sufficient funds.
 
If money was deducted but your order did not go through, take a screenshot of your transaction history immediately and contact our Customer Happiness team via ZUS Web Chatbot for assistance.

ZUS Coffee Club Membership

  1. Here are some of the benefits of our Coffee Club membership:
    1. The Welcome Drink – You will be entitled to a BUY 1
FREE 1 immediately upon successful registration on our ZUS App.
    2. Free Birthday Cake – On your birth date, you will be entitled to BUY 1 FREE 1 cake voucher code which will be automatically added to your ZUS App wallet.
    3. ZUS Point – Earn ZUS Point for every Ringgit (MYR) spent and redeem it with ZUS Rewards for more discount vouchers.
    4. Exclusivity – Premier offers, promotions, freebies, events and more.
    5. Cup Count(s) – Every cup of ZUS drink(s) purchased without any voucher codes in a single transaction will be entitled to cup count. (Any Discount Prices and Discount vouchers used in the transaction are not applicable for cup counts).
     
    *A Free drink (capped at RM10.50 per transaction) will be applied to the lowest base value drink added to the cart.
    *New user(s) who signed up with a referral code would not be eligible to Buy 1 Free 1 for their first purchase. However, they will be given referral program-only exclusive vouchers once they have made their first in-app purchase.
    *ZUS COFFEE reserves the right to amend the Terms and Conditions at any point in time.
Unfortunately, no. ZUS Coffee Club (cup count collection) feature is only available for orders placed through the ZUS App. However, if you’re placing an order in-store, our baristas can assist you in earning ZUS Points -just provide your registered phone number at the time of purchase.
  • Keep drinking more ZUS! The more cups you purchase over time, the higher your membership ranking on ZUS App.
    • Drink 10 cups: You’ll upgrade to the Rising Star.
    • Drink an additional 9 cups: Elevate your status from Rising Star to Super Addict.
    • Drink another 8 cups: Achieve the highest membership level, ZUS Elite.
    Note: Only applicable to handcrafted drinks at full price. Order(s) applied with discount vouchers/ promotional combo item (s) are not eligible for membership level upgrades.
The ZUS Coffee Referral Program is a program that rewards existing ZUS App users for referring their friends to the app.
 
When a friend signs up using a referral code and makes their first in-app purchase, both the referrer and the friend receive reward vouchers. You can earn discount vouchers based on your member level and the number of successful referrals you have.
 
The higher your member level and the more successful referrals you make, the better discount vouchers you can receive. When your friends sign up with your referral code, they will have to make their first in-app purchase to be entitled to the ZUS app referee journey.
 
Here are the vouchers that your friend can unlock progressively:
  1. 60% OFF Top Picks
  2. Buy 1 and get 50% OFF
  3. Ultimate voucher pack

ZUS Voucher

  • Step 1: Select Delivery or Pickup, then tap on “Order Now” button
  • Step 2: Select 2x “Handcrafted Drinks” Voucher Code & Proceed to Checkout
  • Step 3: Claim “BUY1FREE1” Voucher Code & Proceed to Payment
Discounted items are already priced at the best value and are not eligible for further discounts or voucher code use.
Our BUY 1 FREE 1 voucher is reserved for welcoming our First-Time ZUS App users!
With the voucher, ZUSsies will be eligible to purchase a minimum of 2 handcrafted drinks and have the lowest base rate of the handcrafted drink waived (2nd cup capped at RM10.50 per transaction).
 
*New user (s) who signed up with a referral code would not be eligible to BUY 1 FREE 1 for their first purchase. However, they will be given referral program-only exclusive vouchers once they have made their first in-app purchase.
 
*Note: The BUY 1 FREE 1 promotion is not applicable on the ZUS Web App.
Happy Birthday, ZUSsie! 🎉
A special birthday cake voucher will be automatically added to your account on your birth date.
 
How to redeem:
  • Add a minimum of 2 cake slices to your cart
  • Select your birthday voucher at the checkout page
 
Don’t forget to use it within 30 days from your birth date! Enjoy your sweet treat on us!
No. Vouchers are only applicable for handcrafted drinks unless specifically mentioned otherwise in the voucher Terms & Conditions.
Unfortunately, no. Once a voucher has been claimed or added to your wallet, it must be redeemed within the given time frame. We’re unable to reissue expired vouchers.
 
However, some vouchers do come around again, so we recommend checking the Terms & Conditions of each voucher for full details and validity periods.
We understand that mistakes can happen!
 
Unfortunately, voucher codes can’t be applied once an order has been successfully placed. To enjoy any promotion, the code must be entered before confirming your order.
 
But don’t worry, you can still use the same voucher (if it hasn’t expired) on your next purchase! Just be sure to check the Terms & Conditions for the validity and usage details.

ZUS Gift Card

Here is how you can redeem your ZUS Gift Card:
  1. The recipient receives a ZUS Gift Card redemption code via Email/SMS
  2. Go to the ‘ZUS Balance Top Up‘ section
  3. Select ‘Top Up Using Gift Voucher‘
  4. Key in redemption code
  5. Click ‘Redeem‘
 
OR
 
  1. The recipient receives a ZUS Gift Card redemption code via Email/SMS
  2. Click on the link
  3. It will redirect the user to the ‘ZUS Balance Gift Voucher‘ redemption page with the redemption code prefilled
  4. Click ‘Redeem‘
Here is how you can send out ZUS Gift Cards to your friends and family:
  1. Go to the Account Page & select Gift Card
  2. Select your preferred gift card design
  3. Enter your gift amount between RM10 – RM300 (no cents)
  4. Fill in your {sender} name, and recipient’s name
  5. Choose to send to the recipient’s email address or phone number
  6. Add your personalised message
  7. Proceed to Checkout and process your payment.
Once completed, an invoice will be sent to your registered email
  8. The recipient will receive the ZUS Gift Card and redemption code through the selected channel (Email/SMS)
  9. You may check your purchased gift card under ZUS
Gift Card History
  10. If the sender chooses to send an email, then a personalised message will show in the recipients email. SMS then will show after the recipient redeemed the code.
  11. To re-share, you can find the share button from ZUS Gift Card History. The personalised message will be shown after the recipient has redeemed the code.
  • Step 1: Open the ZUS app and log in to your account.
  • Step 2: Tap on your account icon to open the account settings.
  • Step 3: Scroll down and select “Gift Cards.”
  • Step 4: Click on “History” at the bottom of the gift card page.
  • Step 5: Find and select the gift card you want to edit from your history.
  • Step 6: On the gift card details page, click “Edit Info.”
  • Step 7: Update the recipient’s details, including email, or phone number.
  • Step 8: Save the changes.
 
The recipient’s information can be updated in the ZUS app up to 2 times only to redirect the gift card to another recipient or to yourself for personal redemption.
 
Changes must be made before the gift card is redeemed, as no edits are possible once it has been claimed.
You can edit the recipient up to 2 times. After two edits, the option to change the recipient will be disabled.
If the gift card has been redeemed or claimed, you cannot edit it. The app can only assist if the voucher hasn’t been claimed yet.

ZUS Merchandise

If you purchase via Walk-In at ZUS Coffee outlet:
 
  1. Pricing and Payment
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
 
  1. Warranty
2.1. Our water bottles come with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Customer Feedback Form (ZUS App › Help Centre > ZUS Merchandise › Is there warranty for the product?).
 
  1. Returns and Exchanges
3.1. General Conditions
3.1.1. Customers must inspect the merchandise at the counter before purchasing.
3.1.2. We allow exchanges for defects only under our 15-day warranty policy.
3.2. Damaged or Defective Items
3.2.1. Customers are required to inspect items at the counter for any physical damage or defects before purchasing
3.2.2. For any unforeseen damage or defect (e.g., leaking upon filling with a drink), customers shall fill up the Customer Feedback Form (ZUS App > Help Centre › ZUS Merchandise > Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/ receipt number, a photo of the receipt and a video of the defective item.
3.2.3. If proven that the item is defective, customers are entitled to an exchange under our 15-day warranty policy.
3.2.4. If the exact model and colour of the exchange item are not available, customers must choose from the available colour of the same model. The exchange item must be of the same price or lower.
3.2.5. ZUS COFFEE reserves the right to refuse a refund or exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
4.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
4.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
5.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
6.1. ZUS COFFEE is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the purchased item.
6.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
 
If you purchase via Pickup in the ZUS App:
 
  1. Pricing and Payment
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
 
  1. Warranty
2.1. Our item comes with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Customer Feedback Form (ZUS App › Help Centre > ZUS Merchandise › Is there warranty for the product?).
 
  1. Pick Up Process
3.I. Customers will receive a notification in the ZUS App once the order is ready for pick up.
3.2. Orders must be picked up within the store’s operating hours upon received notification.
3.3. Purchase is not available for scheduled order.
 
  1. Returns and Exchanges
4.1. General Conditions
4.1.1. Customers must inspect the merchandise at the counter before purchasing.
4.1.2. We allow exchanges for defects only under our 15-day warranty policy.
4.2. Damaged or Defective Items
4.2.1. Customers are required to inspect items at the counter for any physical damage or defects before purchasing.
4.2.2. For any unforeseen damage or defect (e.g., leaking upon filling with a drink), customers shall fill up the Customer Feedback Form (ZUS App › Help Centre › ZUS Merchandise > Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/ receipt number, a photo of the receipt and a video of the defective item.
4.2.3. If proven that the item is defective, customers are entitled to an exchange under our 15-day warranty policy.
4.2.4. If the exact model and colour of the exchange item are not available, customers must choose from the available colour of the same model. The exchange item must be of the same price or lower.
4.2.5. ZUS COFFEE reserves the right to refuse a refund or exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
5.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
5.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
6.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
7.1. ZUS COFFEE is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the purchased item.
7.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
 
If you purchase via Delivery in ZUS App:
 
  1. Pricing and Payment
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
 
  1. Warranty
2.1. Our item comes with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Customer Feedback Form (ZUS App › Help Centre > ZUS Merchandise › Is there warranty for the product?).
 
  1. Delivery Process
3.1. Customers will receive a notification in the ZUS App once the order is placed.
3.2. Delivery times are estimated and may vary based on location and availability.
3.3. Delivery charges may apply and will be specified at the time of purchase.
 
  1. Returns and Exchanges
4.1. General Conditions
4.1.1. We allow exchanges for defects only under our 15-day warranty policy.
4.2. Damaged or Defective Items
4.2.1. For any unforeseen circumstances where you receive a damaged or defective item (e.g., leaking upon filing with a drink), the customer shall fill up the Customer Feedback Form (ZUS App › Help Centre › ZUS Merchandise › Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/receipt number, a photo of the receipt and a video of the defective item.
4.2.2. Upon inspection, if the item is confirmed to be defective, customers are entitled to an exchange under our 15-day warranty policy.
4.2.3. If the exact model and color of the exchange item are not available, customers must choose from the available colors of the same model. The exchange item must be of the same price or lower.
4.2.4. ZUS COFFEE reserves the right to refuse an exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
5.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
5.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
6.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
7.1. ZUS COFFEE is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the item.
7.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
Here are several ways you can purchase ZUS merchandise:
  1. Visit our website to explore the full range of ZUS merchandise here.
  2. You can also find selected ZUS merchandise at specific outlets. To place an order via the ZUS app, simply select a ZUS outlet and navigate to the Menu.
If available, you will see a list of merchandise that you can choose from.
  3. Alternatively, you can walk into any ZUS outlet and make your purchase in-store if the merchandise is available.
Bring-Your-ZUS-Tumbler (BYZT) is a program that allows you, our esteemed customer, to save 10% every time you order your favourite drink with a ZUS Tumbler, as part of our initiative to reduce plastic and paper cup consumption.
For orders valued at RM1,500 and above, please fill out the Customer Feedback Form to submit a Purchase Request.
All completed sales are considered final. We allow refunds only for items that are found to be detective, and an exchange is not available at the point of time.
 
If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to be reflected in your bank account, depending on the bank’s processing time.
Our product comes with a 15-day warranty against manufacturing defects. This warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
 
For defective items, we will offer an exchange. Please fill out the Customer Feedback Form and our friendly support team will assist you within 48 hours.
To be eligible for an exchange, you will need to provide a video of the detective part or a photo of the wrongly delivered item and the receipt / proof of purchase.
 
Please fill out this Customer Feedback Form and our friendly support team will assist you within 48 hours.
 
If a return is required, we will provide you with a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.

Partnership Opportunities

At this time, ZUS COFFEE does not operate a franchise model in Malaysia. We appreciate your interest and continued support — stay tuned as we continue to grow and explore new opportunities in the future.
As we expand across Malaysia, we are always on the lookout for strategic locations that serve our growing community. If you have a space in mind, we would love to hear from you – reach out to us and let us explore the possibilities together.
Yes! Whether it is a corporate event, office celebration, or client gathering, ZUS COFFEE has got you covered. We offer a hassle-free catering experience that brings the ZUS COFFEE experience directly to your occasion. Get in touch with us and let us make your event a brew-tiful one.

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