To
provide the best customer satisfaction, we provide the following solutions.
Feel free to contact us if you have any questions regarding the Shipping,
Cancellation and Refund Policy by emailing us. For immediate response, please
WhatsApp us at +6012-374 1878.
CANCELLATION
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 +6012-374 1878 to speak to a customer representative.
SHIPPING POLICY
Delivery
Charges
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 holdiays, 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.
Delivery Hours
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.
Delivery Cost
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.
Delivery
Types
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.
The
Door2Door service is for customers who live in a condo and request for meals to
be delivered to their unit.
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.
Shipping Address
We will only ship to addresses provided
in the billing or shipping 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 shipping addresses. We will not be liable in the
event of an incorrect shipping address is provided and products are returned to
us.
All re-delivery of products to you will
be charged for an associated shipping charges which will be disclosed upon
request for a second delivery attempt.
Change in Shipping Address
If you have any request for change of
shipping address, please email us or send us a whatsapp request as soon as you
can.
Any changes to shipping 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.
Minimum Order
There is no minimum order for delivery.
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.
Delayed Deliveries
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
RETURN
POLICY
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 https://www.craveit.la 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.
REFUND
POLICY
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.