Frequently Asked Questions

 

Accessibility

1. How can I change my password on smart store?

A. Changing Password is easy. Please navigate to "Account" Menu available on Top Right Corner of Home Page, and then choose "User Preferences" from the options available on left hand side to change your existing password to access smart store.

2. How can I change my official email address?

A. If you want to change your official email address for email notifications that you receive from smart store, you can do that yourself. Please navigate to "Account" Menu available on Top Right Corner of Home Page, and then choose "User Preferences" from the options available on left hand side to change your existing official email address.

3. What if I have multiple locations? Do I need to setup several user ids for each outlet?

A. In Horeca Trade Smart Store, you can use a single user id to access all other outlets information. You just need to switch between different outlets to place your orders.

 

Order Processing

4. Is all Horeca Trade Portfolio available on Smart Store?

A. Yes, the complete portfolio is available in Smart Store with the exception if the stock is available for ordering. Please contact our customer services department @ 0800 3210 if you cannot find an item for ordering.

5. How to search a product on smart store?

A. You can easily search a Product on Smart Store either by its description or its product code registered with us. Just type the desired keyword in 'Search Entire Store Here' box and you will get it.

6. I entered the product keyword for search, but it is showing no result?

A. There may be possibly two reasons if you cannot find a product on smart store. Either, we are not selling this product or may be the stock is not available for ordering. Please contact our customer services department @ 0800 3210 for further details.

7. How to check the packing size of the product?

A. Packing sizes of the products are available in Smart Store. You need to go to respective product page for details. If you cannot find it there, please contact Telesales @ 0800 3210 for further details.

8. How can I get details of my past orders?

A. In Smart Store, you have access to your historical information. You can review your past orders and payments history by navigating to "Account" menu on Top Right Corner of Home Page, and then choose "Orders" from the options available on left hand side to review your order history.

9. Can I see the Invoices from my previous orders?

A. Sure, navigate to Account > Transaction History. Filter by type to see your previous invoices.

10. What do I do if I placed the wrong order? Can I change or cancel the order?

A. Unfortunately, You cannot change your order once submitted on Smart Store. You can contact customer services department @ 0800 3210 for help.

11. Why the product price showing is different than the price communicated to me?

A. Please contact our customer services department @ 0800 3210 for help

12. How can I repeat the same order as I placed before?

 A. You can repeat same order by navigating to Account > Orders. Find your relevant order and click on “Reorder” to repeat the same order.

13. How do I get a quick access to the Items I order most?

A. You can put items as favourites in Smart Store. Afterwards, you can review these items by navigating to Accounts > My Favourites and can order them directly.

14. How can I claim my FOCs?

A. Claiming FOCs is currently not possible via our smart store. Please contact our customer services department @ 0800 3210 to claim FOCs.

15. If I have special requirements where do I mentioned that?

A.  You can put Comments or Instructions related to your order in Check out Screen.

 

Order Delivery

16. How do I know if the order was processed? Will I get notified that the delivery is on the way and my order accepted?

A. As soon as you confirm an order on Smart Store, you will receive the notification email about your order confirmation. You can also track your order status by navigating to Account > Orders menu.

17. I placed an order yesterday to receive today but it didn’t come?

A. The cut off time for placing orders is 5pm. If you have placed your order before 5pm, you will receive it within 24 hours. If you have placed your order after 5pm, the delivery will be made in 48 hours. Please contact our customer services department @ 0800 3210 to get further details on your order.

18. If I need to receive the order after one week, can I pre-order in advance?

A. Yes, you can place an order in advance. On the Check Out page, you will have to enter the respective “Delivery Date”.

19. How can I modify or create a new official shipping address?

A. If you want to receive your orders on a different shipping location, you can setup this information in Smart Store. Please navigate to "Account" Menu available on Top Right Corner of Home Page, and then choose "Address Book" from the options available on left hand side. Here, you can modify your existing official shipping addresses or even can create a new one.

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