FAQ
Orders
Is there a minimum or maximum order?
No, you can order as little or as many products as you like!
Delivery
What are the options for delivery?
Currently we only have a standard delivery option which takes up to 3 working days for delivery. Delivery costs 15 ringgit.
We are working with our courier partner to provide more options in the near future.
Do you provide free shipping?
Yes we do! If you spend RM400 or more, delivery cost is waived! Just select the free delivery shipping option when you check out.
What are the locations you deliver to?
At this time, we only deliver to addresses in the Klang Valley. We are working on delivering nationwide in the near future. For further details, refer to the terms and condition page. http://www.herbsnfood.com.my/terms_conditions
What time of day will my items arrive?
Your items will arrive during office hours which are between 10am to 5pm. If you have difficulty collecting items during these hours, kindly contact customer service and/or write a comment when checking out. We will make the required arrangements.
What happens if I am not around when my items are being delivered?
This will hardly ever happen as we will notify customers verbally before sending out your purchase. In the case that it has actually happened, we will contact you again to arrange another delivery time.
Do I have the option to pick up the items from the physical store?
Yes, and its free to do so. You can select the ‘Collect from Store’ option when checking out.
How long will you store my purchase for the ‘Collect from Store’ service?
Once the confirmation of purchase has been received, we will hold the items in your order for free for a month. Thereafter, a minimal charge will be applied for storage of your purchase.
Do you deliver to PO Boxes?
Unfortunately we don’t and we do apologise.
How do I check the delivery status of my purchase?
We will inform you through email when your order has been processed and once your purchase has been shipped. You can also contact us for the latest status of your purchase.
Payment
How do I make payment for my purchase?
Payments are processes on our website during checkout through ipay88 payment gateway. Currently, we only accept direct debit. We are working closely with our payment gateway provider in order to let our customers use their debit/credit cards for payment.
How do I return/ exchange or get a refund?
You are allowed to in the case:-
a. If any Product has been delivered in a damaged or defective condition
b. If any Product is incorrect
c. If any Product is expired or out of stock
Kindly contact us to let us know about the product you wish to be compensated for. You will have 7 days to do so upon receiving your purchase to return the product(s) in the condition you have received them. You can do so by using a courier service or returning them by hand to our physical store.
Guarantee
Why should I use your service?
Herbs & Food is a family owned retailer and we have great pride in providing quality in service and products. If products delivered are unsatisfactory, kindly contact us and we will make sure we resolve it to your satisfaction.
How do you guarantee the products will be in good condition when they arrive?
1. All our products are kept in a controlled environment on the shop floor or storage area of our physical stores. We do not use warehouses. All wines are stored in controlled temperature. This ensures all products are in good condition before being delivered or purchased.
2. We use specially designed boxes which are able to withstand quite an amount of force as packaging.
3. Products are delivered the same day your orders have been packed. Thus, products are only out of a fully controlled environment for a couple of hours maximum during delivery.
4. We use a reputable courier company with insurances and assurances that the products we deliver will be in the condition as it has left our store. The delivery man picks up the item and delivers it directly to you without needing the order to be processed at a centre.
5. We have done some trials using our partner’s courier company and have never failed to deliver products to arrive in the original condition.
What if one of the wines I received is corked or spoilt?
In the event that you have received corked or spoilt wine, kindly contact us within 7 days of receiving your order and we will gladly replace the bottle(s) free of charge.
Product
What are the vintages of the wines that are stocked?
Wines with specific vintages are displayed in the item’s name and description. Pictures of items may show different vintages than what is stocked. For items without vintages in the name or description of product, you can call customer service to enquire.
How should I store the wines purchased?
The best way to store your wines would be in a wine chiller especially wines that you would like to age. Otherwise, you can store them in a cool place away from sunlight and best to consume within a year. We do stock wine chillers too and you can give us a call or visit our physical store to find out more about them!
What if there is a product I am looking is not stocked on the website?
We are always expanding our catalogue on the website. However, if you are not able to find a certain product, you can always contact us and we may be able to help order them specially for you.
Bulk Purchasing of Products
Can I get special prices for bulk purchases of your products?
Yes of course! Kindly contact us in order to enjoy special prices for bulk orders. We do get a lot of customers looking for wines for corporate events, parties, weddings etc. and we do our best to service them.