1. Definitions
For the purposes of this Shipping Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Shipping Policy) refers to Gourment Galley.
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to Gourment Galley, accessible from https://gourmentgalley.com/
- “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- “Courier” means the third-party delivery service provider engaged by Us to deliver Your Order.
- “Working Days” means Monday to Friday, excluding public holidays in Malaysia.
2. Overview
Gourment Galley offers free standard shipping on all Orders delivered within Malaysia. Orders are delivered within 7 Working Days. We do not offer overnight or express delivery, and We do not ship outside Malaysia.
This Shipping Policy explains how We process, pack, ship and deliver Your Orders. By placing an Order, You agree to this Shipping Policy, which forms part of Our Terms and Conditions.
3. Shipping Coverage
We ship to all addresses within Malaysia, including:
- West Malaysia (Peninsular Malaysia)
- East Malaysia (Sabah and Sarawak)
- The Federal Territory of Labuan
No international shipping. We do not ship to any address outside Malaysia. Orders with a shipping address outside Malaysia will be cancelled and fully refunded.
We do not accept requests to send Orders through freight forwarders or parcel consolidators to destinations outside Malaysia. If You use such a service, You do so at Your own risk, and We are not responsible for any loss, damage, delay, duties or charges.
Some remote or rural areas may be served by partner couriers or require collection from a nearby courier outlet. We will contact You if this applies to Your address.
4. Shipping Fees
Shipping is free on all Orders within Malaysia. There is no minimum purchase amount, and no shipping fee is added at checkout. There are no hidden handling or packaging charges.
A re-delivery fee may apply only where a parcel is returned to Us because of an incorrect address or repeated failed delivery attempts, as described in Section 8.
5. Processing and Delivery Timeframe
All Orders are delivered within 7 Working Days from the date Your payment is confirmed.
| Stage | Timeframe |
|---|---|
| Order processing and packing | 1–2 Working Days after payment confirmation |
| Delivery by Courier | Included in the 7 Working Days |
| Total, order to delivery | Within 7 Working Days |
Please note:
- Orders placed on weekends or public holidays are processed on the next Working Day.
- No overnight, same-day or express delivery. All Orders are sent by standard delivery only. We cannot guarantee delivery on a specific date or time.
- During peak periods such as major sales and festive seasons, processing may take longer. We will notify You of any expected delays.
- If any item in Your Order is out of stock, We will contact You to offer a partial shipment, a replacement or a refund for that item.
- Large or heavy items, such as cookware sets, cast iron and appliances, may be shipped separately from the rest of Your Order.
6. Order Tracking and Notifications
Once Your Order has been dispatched, We will send You a shipping confirmation by email (and, where available, by SMS or WhatsApp) with the Courier’s name and Your tracking number.
You can track Your parcel on the Courier’s website. Tracking information may take up to 24 hours to update after dispatch. If You have not received a shipping confirmation within 3 Working Days of placing Your Order, please contact Us.
7. Packaging of Fragile Kitchenware
Many of Our Goods, such as glassware, ceramics, stoneware and knives, need careful handling. We pack every Order with protective materials such as bubble wrap, foam, dividers and sturdy boxes to reduce the risk of damage in transit.
Knives and sharp tools are packed with blade guards or secure sleeves for safe handling. Please take care when opening any parcel that contains sharp items.
We recommend recording a clear unboxing video when You open Your parcel. This helps Us process any claim for damaged, missing or incorrect items quickly.
8. Delivery Address and Failed Deliveries
You are responsible for providing a complete and accurate shipping address and a reachable phone number at checkout, including unit numbers, building names and postcodes.
Address changes: Contact Us as soon as possible if You need to change Your address. We can only update it before the Order is dispatched.
Delivery attempts: The Courier will normally attempt delivery up to [2] times. If no one is available, the Courier may leave a notice, contact You, or hold the parcel at a nearby outlet for collection.
Failed delivery: If a parcel is returned to Us because of an incorrect or incomplete address, or because it was not collected or accepted, We will contact You. You may choose to:
- Have the Order re-delivered, in which case a re-delivery fee may apply; or
- Cancel the Order and receive a refund of the amount paid, less any re-delivery or return costs incurred.
We are not responsible for delays or non-delivery caused by incorrect information provided by You.
9. Delays, Damaged, Lost or Incorrect Parcels
Delays: While We aim to deliver every Order within 7 Working Days, delays may occur because of Courier disruptions, floods, severe weather, public holidays, peak seasons or other events outside Our control. We will keep You informed and work with the Courier to deliver Your Order as quickly as possible.
Damaged parcels: Please inspect Your parcel on delivery. If the packaging or any item is damaged, such as chipped ceramics, broken glassware or dented cookware, take clear photos and videos of the outer box, packaging and items, and contact Us within the time stated in Our Return & Refund Policy.
Lost parcels: If tracking shows no movement for more than [5] Working Days, or Your parcel is marked as delivered but You have not received it, contact Us promptly. We will open an investigation with the Courier. If the parcel is confirmed lost, We will send a replacement or issue a full refund.
Wrong or missing items: If You receive the wrong item or an item is missing from Your Order, contact Us with Your order number and photos. Claims are handled under Our Return & Refund Policy.
10. Ownership, Risk, Refusals and Cancellations
Ownership and risk: Ownership of the Goods passes to You once We receive full payment. Risk of loss or damage passes to You when the Goods are delivered to the address You provided.
Refused parcels: If You refuse a delivery without a valid reason, such as visible damage, the parcel will be returned to Us. A refund will be issued for the Goods, less any return costs incurred.
Cancellations: You may cancel Your Order free of charge before it is dispatched by contacting Us. Once dispatched, an Order can no longer be cancelled and is handled under Our Return & Refund Policy.
11. Governing Law
This Shipping Policy is governed by and construed in accordance with the laws of Malaysia. Nothing in this policy limits Your rights under the Consumer Protection Act 1999 or the Consumer Protection (Electronic Trade Transactions) Regulations 2012.
12. Changes to This Shipping Policy
We may update this Shipping Policy from time to time. Changes take effect when posted on this page with a revised “Last updated” date. Orders placed before a change are handled under the policy in force when they were placed.
13. Contact Us
If You have any questions about this Shipping Policy or Your delivery, You can contact Us:
- By email: gourmentgalley@outlook.com
- By phone: 011-2075 7049
- By visiting our website: https://gourmentgalley.com/