Hands-Free Service

• 1) Are there any charges for this service?

  For now, the service by our porters is completely free! (With the exception of home delivery, where a delivery fee will be charged at the Hands-Free Counter)

• 2) Can I engage Hands-Free service without Sunway Pyramid mobile app?

  Unfortunately, no, shoppers are required to use the Sunway Pyramid mobile app to engage the Hands-Free Service.

• 3) What if I made a purchase at a shop that is not a Hands-Free Participating Shop?

  You may drop off your shopping bags at the Hands-Free Counter at World of Sunway, Ground Floor.

• 4) Do I need to wait at the Shop after I’ve successfully requested for Pick-Up?

  No, you are free to leave the shop and continue shopping. Our porters will pick-up the bags from the shop and bring them to the Hands-Free Counter.

• 5) Is there a limit on how many shops I can request for the service from?

  No.

• 6) Is there insurance coverage for damages or loss of items?

  Shopper’s items are insured with Good in Transit Insurance during the Hands-Free service duration. The limit of liability for this service is RM3,000.00 per consignment.

• 7) What are the restrictions on items that are eligible for this service?

  These items include but are not limited to hazardous items, live animals, high-value jewellery, personal belongings. You may refer to the T&C for a full list.

• 8) Is there a size restriction on items that are eligible for this service?

  Maximum Weight of Service: Maximum 10kg
  Maximum Dimensions (for boxes etc): 800mm (W) x 800mm (H) x 600mm (D)
  Maximum Length (for long items such as mops, vacuums etc): 1600mm

• 9) Where do I collect my items before leaving the mall?

  Shoppers can collect their items at the Hands-Free Counter at the World of Sunway, Ground Floor, before 9.30pm.

• 10) Is there a specific time frame for the operating hours of this service?

  Last request for the Hands-Free porter to pick-up your bags from the participating shop is at 8.30pm.
  You are advised to collect your item(s) from the Hands-Free Counter before 9.30pm on the same day. Our Hands-Free porter will send a reminder by 9.30pm.

• 11) What if the item(s) given to me by the porter is/are not mine?

  Shoppers are encouraged to verify their shopping bags right after collecting them at the Hands-Free Counter. If the items inside the bag do not belong to you, kindly inform our Hands-Free porter immediately.

• 12) What if I forgot to pick up my item(s) from Hands-Free Counter and have already left Sunway Pyramid?

  A reminder will be sent out by 9.30pm. However, if you forget to collect your bags, our Hands-Free porter will send the item(s) to Sunway Pop Box where you can self-collect it. You will receive a SMS for guidance on how to pick-up the item(s) at Sunway Pop Box.

  Under case to case basis, the Hands-Free porters will determine if the item(s) can be stored for an additional day after mall closing hours.

  If item(s) are not picked up within 3 days and the Hands-Free porters are unable to reach you, the item(s) will be handed back to the retailer.

Engage Hands-Free Service @ Participating Shops

• Shopper may request to engage Hands-Free service at any Participating Shop after purchase.
• Participating outlet staff will assist to pack shopper’s item(s) into Hands-Free bag and seal the bag. Shopper is required to verify all items have placed into the bag correctly.
• For bigger item(s), outlet staff will attach sticker or luggage tag onto shopper’s item(s).
• To engage Hands-Free service, shopper is required to launch Sunway Pyramid mobile app, click on “Hands-Free” icon, scan the outlet QR code and scan the QR code on Hands-Free bag, sticker or luggage tag.
• Shopper may leave the shop upon successful service request. The staff will store the item(s) temporary while waiting for Hands-Free porter to pick up and send to Hands-Free Counter.
• Last order for requesting the service is 8.30pm.

Engage Hands-Free Service @ Hands-Free Counter

• Shopper may request to drop off shopping bags and engage Hands-Free service at Hands-Free Counter located at The World of Sunway, Ground Floor.
• Hands-Free porter will assist to pack shopper’s item(s) into Hands-Free bag and seal the bag. Shopper is required to verify all items have placed into the bag correctly.
• For bigger item(s), Hands-Free porter will attach sticker or luggage tag onto shopper’s item(s).
• To engage Hands-Free service, shopper is required to launch Sunway Pyramid mobile app, click on “Hands-Free” icon, scan Hands-Free counter’s QR code and scan the QR code on Hands-Free bag, sticker or luggage tag.
• Hands-Free porter will store shopper’s item(s) at the storage hub.

Pick-Up @ Hands-Free Counter

• Shopper who engages Hands-Free service may pick-up at Hands-Free Counter.
• To pick up the item(s), shopper is required to launch Sunway Pyramid’s mobile app, click “Hands-Free” icon, select the item(s) to pick up, show the QR code to our Hands-Free porter.
• After verification, our Hands-Free porter will take out the item(s) from the storage hub and pass to the shopper.
• Shopper is advised to pick up the item(s) before 9.30pm on the same day. Our Hands-Free porter will send a reminder by 9.30pm.
• If the shopper does not collect their bags by 10pm on the same day, our Hands-Free porter will send the item(s) to Sunway Pop Box for shopper’s self-collection. Shopper can expect to receive a SMS for guidance to pick up the item(s) at Sunway Pop Box.
• Under case to case basis, the Hands-Free porter will determine if the item(s) can be stored an additional day after mall closure.
• If item(s) are not picked up after 3 days and Hands-Free porters are unable to reach the shopper, the item(s) will be handed back to the retailer.