Cancellation Prior to Shipment
If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at hello@nanafoodshop.com
Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment
Return Policy
The following are the policies to be eligible for return requests after shipment/ receipt of goods:
- All goods sold are non-refundable except (i) Failed Delivery (ii) Wrong Delivery and (iii) Damaged good during delivery.
- Only items that have been purchased directly from NanaFoodShop Online Store can be eligible for a return.
- Any product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
- Goods are eligible for a return if the following are applied:
- Incorrect:
- The item is not the item you ordered. Wrong size or the colour is different from what is indicated on the order summary, or there are missing items inside the packaging.
- Damaged:
- The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete NanaFoodShop Online Store product.
- Returned items must meet the following requirements:
- The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
- You have proof of purchase (order invoice number and receipt).
- Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
- Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
- Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
- We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.
Refund Policy
Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:
- Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
- Credit card refunds services, refunds will be sent to the card-issuing bank.
Kindly contact your card-issuing bank with regards to the duration of the credit refunds.
Shipping Policy
MALAYSIA
Process of Delivery
- All orders will be sent out during weekdays except during Public Holiday via trusted and reliable courier service as below. Items will be dispatched within 1-2 working days.
- You will receive tracking code once the goods are dispatched.
- Delivery will take 1-3 working days within Peninsular Malaysia and 3-5 working days to East Malaysia.
- To ensure speedy and punctual delivery of package, please provide correct and complete details such as address, postcode, city, state and contact number.
- Payment method accepted : Credit card, PAYPAL, bank transfer.
- Return of goods will not be entertained except in cases where goods were damaged during transit. In such cases, the damaged goods will have to be returned to NanaFoodShop and we will forward a replacement soonest possible subject to immediate availability.
Shipping Fees
Peninsular Malaysia
Free Shipping for shipping within Peninsular Malaysia with orders more than RM 10. Flat rate RM 5 for orders less than RM 10.
East Malaysia
Flat rate – Depends order amount
From time to time however, we may not be able to meet this scheduled dispatch time. If you have any enquiries in regards to our postage pricing please do not hesitate to send us a message.
What happens if I am not at home when the courier is here to deliver?
Whenever our courier partners attempt a delivery but there is no one at home, they leave a card in your mailbox or under the door. Please contact the phone number listed on this card to discuss alternative delivery and pick up options in your area. Alternatively, you may sign a letter of authorization for someone else at home to accept delivery on behalf of you.
Order Tracking – Where can I find my order number?
Your order number will be sent to your registered email after the items has been dispatch.
International
International orders for Singapore are welcome.
The delivery cost to Singapore is depends order amount, and will be clearly displayed for your approval during the checkout process. You can estimate the delivery cost of the items in your cart at any stage by using our ‘Postage Estimator’ on the Shopping Cart Summary page.
We charge a flat-rate for orders weighing up to 1 kilogram (1kg). This rate is determined by your delivery country and choice of delivery method – see below.
For orders weighing over 1kg, the delivery cost is the 1kg rate plus an extra charge for each additional kilogram of product weight thereafter. These rates also vary depending on your delivery country and choice of delivery method.
The retail price of your products has to be shown on the consignment note of your parcel, as per Malaysia regulations. We are unable to declare an incorrect price for products, or mark your parcel as a gift, sorry.
Customs / Import Regulations
Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.
It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Organic Fields Sdn Bhd accept no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Likewise any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we’ll refund you the value of the order less any postage costs incurred to us. We can’t provide a refund until we’ve received the products back. We don’t provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.
We accept no liability for any goods lost in transit outside of Malaysia.
Shipping Address
We will only ship to addresses provided in the billing address or shipment address provided during your purchase.
Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.
We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.
All re-delivery of goods to you will be charged for a 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 at hello@nanafoodshop.com within 12 hours upon your order submission.
If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.