Shipping and Delivery T&C
Shipping & Delivery
We deliver Monday to Friday 10am-5pm, Saturday 10am-3pm in the Klang Valley. All orders are processed within 2–3 business days (excluding weekends and holidays) after your order confirmation email is received by us and payment has been cleared. You will receive a notification (SMS or WhatsApp) when your order has shipped. If there’s no one in when the delivery is made, the package will be returned to us and a new delivery will have to be arranged.
Delivery exceptions
We deliver to most postal areas in the Klang Valley via third party delivery services. For delivery outside the Klang Valley and to other states in Peninsular Malaysia, please contact us at info@gourmandines.com or WhatsApp us at wa.me/60122907645 and wa.me/60122901836. For postcodes in remote areas, we cannot guarantee delivery within our usual time frame.
Shipping & delivery charges
Delivery charges are calculated automatically when you go to your cart or proceed to checkout. Two types of delivery are available and selected for you automatically when you order:
- Standard delivery for canned and dried foodstuff and equipment, and
- Frozen Food delivery for fresh and frozen foodstuff
Standard delivery (for dry goods) is calculated based on weight, size and distance (postcode). For most standard deliveries in Kuala Lumpur and Petaling Jaya the charge is RM15. Oversized orders may incur extra charges.
Frozen Food delivery is calculated based on weight, size and distance (postcode). As long as you have one frozen item in your order list, the order will be delivered by Frozen Food delivery. Frozen Food delivery to PJ & Sungai Buloh area is RM18 (Car RM21 – RM25) / Sri Petaling, Bukit Jalil & Cheras area is RM22 ( Car RM23 – RM27)/ Kajang & Subang area is RM28 – RM34 (Car RM32 – RM44) / Shah Alam area is RM30-38 (Car RM41 – RM43) / Klang & Semenyih area is RM45 (Car RM50 – RM55) / Putrajaya & Cyberjaya area is RM42 (Car RM47 – RM60).
Surcharge (for Motorcycle and Car)
1. Bad weather surcharge
When applicable, there would be a surcharge of up to 30% from the order fare.
2. Peak demand surcharge
Starting from 2nd December 2024, there will be a fixed surcharge of up to RM5 between 10:00 – 15:00. Delivery from selected districts will have an additional surcharge of up to RM2 on top of the fixed surcharge from 11:00 – 14:00 and 16:00 – 18:00.
Want FREE delivery?
- For orders above RM 300 in: KL city centre, Hartamas, Mont Kiara, Ampang Great Eastern Mall, Sentul.
- For orders above RM 300 in: Damansara Heights, Bangsar, KL Sentral, Mid Valley, Ukay Heights
- For order above RM 300 in: Suria KLCC, Pavilion@Bukit Bintang KL
- For orders above RM 350 in: Damansara Utama, SS2, TTDI, Desa Park City
- Delivery to areas not stated above will be arranged by Grab or Lalamove for Frozen Products (Charges Apply)
- For Dry Products based on postage fee charges by courier company
“Free Shipping” will appear automatically in your shipping calculator when you qualify for this.
Self Pick-up
Self pick-up of online orders at our address is based by appointment, after we confirmed receive full payment & allowing us to process the order within 2-3 working days
NO WALK-IN ALLOWED
Returns & Refunds
- Always contact us first if you have a problem. SMS or WhatsApp us at 012-290 7645 and 012-290 1836 or send us an email at info@gourmandines.com.
- Please report your problem within 24 hours of receiving the item in question.
- Never send back an item without consulting with us. It’s very important that you DO NOT send the item back to us until you have verified with us or no credit or replacement shall be given on such items.
- Always report any and all problems associated with a single order/package delivery at the same time. Be as specific as possible when describing the problem, as all returned items are examined for defects/ variations.
- Please return the item whole. Any partially consumed food item cannot be returned or refunded.
- Only items that are spoiled or wrongly delivered qualify for return and refund.
- Shipping costs of sending back the product to Gourmandines and the shipping charges you have paid while receiving the order from us are the responsibility of the customer. There will be no refund on shipping charges from us, including third party shipping charges.
