To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Delivery, Cancellation and Refund Policy by emailing us. For immediate response, please WhatsApp us at +6016-556 1878.
Any changes or cancellation to confirmed orders must be made before 9am for lunch and 1pm for dinner. There will not be any refund possible for order cancelation requested less than 4 hours before delivery time. We reserve the right to deny any changes or cancelations that are requested to be made to confirmed orders after cut off time.
When possible to be accommodated, additions or changes to existing orders that are requested after cut-off time will be charged additional administrative charges to process your order.
For cancelations more than 4 hours before your delivery time please send us a message or call us on +6016-556 1878 to speak to a customer representative.
Delivery charges are based on distance from our outlet in Oasis Village. Our standard delivery charge RM5 for the first 5km, you will be charged RM1 for every subsequent 1km. From time to time, we may run promotions and discounts and the system will reflect the different promotional and discounted delivery charges. For more promotions, please do follow us on Facebook.
Deliveries by Delivery Partner
Our orders go out week days, excluding public holidays, primarily with LaLaMove and other trusted third party delivery persons. At times other delivery services may be used if required to meet orders.
When our delivery partners arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you’re expecting the order to arrive. If you have any special delivery instructions, please ensure that it is indicated in the remark column when placing your order. If our delivery partner made a reasonable effort to contact you in accordance with your delivery instructions but unable to, our delivery partner is instructed to leave your order at a suitable location and a picture of the dropped off meal will then be forwarded to you via whatsapp. Should you not be contactable, and your order is delivered, you may not be eligible for a refund.
Our delivery is available weekdays on Monday to Friday from lunch 12:00pm - 2:00pm and dinner 4:30pm - 6:30pm. We are closed on weekends and public holidays.
Our standard delivery charges are based on specific delivery zones within our coverage area. From time to time, we may offer promotions and discounts on delivery fees that may affect the standard prices.
Our Meal Subscription packages are already inclusive of delivery.
Our standard delivery drop off are mainly to the front gate (landed property) or the meal drop-off table at the lobby or security guard house at high-rise buildings. Delivery will not be sent up to the unit.
Door2Door service is for customers who live in a condo and request for meals to be delivered to their unit.
Our standard process for delivery will include no contact delivery and the rider taking a picture of the said delivered item at your location. Meal bags/tiffins will be placed at the allocated lobby/security table in a high rise building or a table/surface at your car porch area/gate. Any custom delivery will not be possible.
Receiving your Orders
You shall receive your confirmed order once it has been processed and out for delivery, between lunch 12:00pm - 2:00pm and dinner 4:30pm - 6:30pm.
We will only ship to addresses provided in the billing or delivery address provided during our purchase.
Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to invalid or illegitimate delivery addresses. If your postcode is not available to be selected, we are unable to deliver to you.
We will not be liable in the event of an incorrect delivery address is provided. Should you place an order with an incorrect postcode, your order will be cancelled, and your order refunded as store credit. You can use this store credit for another address within our coverage area or self-collect from our outlet. No cash/credit/ewallet refunds will be made for incorrect/ inaccurate addresses or contact number that you have provided us to facilitate the delivery.
All re-delivery of products to you will be charged for an associated delivery charges which will be disclosed upon request for a second delivery attempt.
Change in Delivery Address
If you have any request for change of delivery address, please email us or send us a whatsapp request as soon as you can.
Any changes to delivery address requested within 4 hours to the chosen delivery time slot will incur an additional delivery and processing fee which will be borne by the customer.
There is no minimum order for delivery.
Any customization of orders
Delivery Coverage Areas
Currently, we cover all areas of Petaling Jaya, Selangor, Malaysia as well as other post code areas as listed in our coverage areas
Receiving or Pickup of Orders
Even If the order is placed under your name, it can be received/picked up by a family member or representative on your behalf.
There may be changes/delays to your delivery, subject to weather conditions, order amount, rider availability and etc. You will be notified of the delay via email, WhatsApp or phonecall.
Request for Drop off time
We cannot guarantee an exact delivery time as deliveries are subject to weather conditions, order amount, rider availability and etc. If you require more information you can contact our customer service for estimated drop off time to your location
The following are the policies to be eligible for return requests after delivery/receipt of products:
1. All purchased items are non-refundable except (i) Failed Delivery (ii) Incorrect Delivery (ii) Incomplete Delivery (iv) Damaged Products during Delivery.
2. Only products that have been purchased directly from Online Store can be eligible for a return.
3. Products are eligible for a return if the following are applied:
a. Incorrect Orders If you receive food that is different from your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error in your order. We will send you the right one as soon as we can at our cost. If you would like a refund instead, we will be able to do so in the form of a refund voucher or store credit of the same value under your account that you can use for your next order.
b. Incomplete Orders In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare, and we will refund you with a refund voucher or store credits equivalent to the amount of your order.
Please note: we do provide courtesy items such as disposable silverware, chopsticks, etc. You can request for them when you place your order free of charge. If we mistakenly omit a free courtesy item you are welcome to let us know so we may address the issue with our staff, however, we cannot provide discounts, refunds or reward points.
c. Food Out of Stock On occasions that the ingredient(s) supply for your dish or a particular item that you have order becomes unavailable, we will contact you to have it replaced with another item of the same value. If you do not want a replacement and want a refund, the refund will be provided to your account as refund voucher or equivalent value store credits that you can use for your next order.
4. Products that are eligible for return, please follow the requirements:
a. Please provide us with Order ID number for the order with the issue
b. Please explain as detailed as possible the issue that you are facing with the product
c. Please send us a picture showing the issue with the product
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not provided for food that a guest simply does not like.
We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.
If 25% or more of the food has been consumed or removed, we cannot issue any discount or refund. If the food has been discarded, repackaged, or tampered with then we cannot verify its origin or issue and cannot issue any discount or refund. Also, we will only prepare a second food order when meeting the relevant terms above, and we will not prepare a third order replacement.
No refunds are provided for any Complimentary Food.
Any payment refunds relating to order errors, unavailability or changes in the order will be refunded in the form of refund voucher or equivalent value store credits that you can use for your next order. No cash refunds will be allowed.
You will be asked to pay the difference of the balance if the new order has a greater value than your available refund voucher or store credits.
Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s)* to our host.
Your refund will be issued once we have received all relevant info on the product that we will request for. Once you have fulfilled the return policy, the refund will be initiated. The method of refund will be in store credits, vouchers or reward points equivalent to the refund value. No cash refunds will be allowed.