Shipping Policy | Ace Cafe KL

Delivery Information

LOCAL DELIVERY

Express shipping for all orders within Malaysia and overseas will be based on the weight of the products. All items are dispatched through POSLAJU / NINJA VAN / DHL, unless otherwise arranged. Delivery is made twice a week (Tuesday & Thursday) except public holidays according to the availability of postal services. Our courier providers will take 1-3 working days to deliver to your doorstep depending on the location. Tracking numbers will be provided via email once shipped.

INTERNATIONAL DELIVERY

Ace Cafe Kuala Lumpur offers international shipping to countries e.g. Singapore, Brunei, Vietnam, Thailand, Taiwan, Hong Kong, South Korea etc. Do email us at info@acecafekualalumpur.com.my if your country is not listed above, we will assist to check if your country falls within the coverage area.

All international orders are shipped using DHL. Tracking numbers will be provided via email once the parcel has been shipped out. You can estimate the weight-based shipping fee to your country when you checkout your shopping bag.

TRACK YOUR ORDER

A tracking number will be provided via email once customer’s orders are shipped out. Customers may track and trace your order via the official websites of the courier providers:

POSLAJU: https://track.pos.com.my/postal-services/quick-access/?track-trace&_ga=2.80005969.774374703.1582609402-1801346205.1582609402

NINJA VAN: https://www.ninjavan.co/en-my/tracking

DHL: https://www.logistics.dhl/my-en/home/tracking.html

*Please note that at times the courier providers may delay (10-15 Hours) in updating their systems

Return Policy

  • We do not allow refunds, returns or exchanges on product item(s) purchased through our online store for whatsoever reasons.
  • Return Due to Damaged/Defective/Incorrect Item
  • We will not be responsible for any damage, defect or loss of your purchase item(s) arising from parcel delivery services.
  • Do promptly examine your parcel upon receiving your purchase and inform us via our email address of any damage/defect/incorrect found on the item(s) with clear photographs/pictures as proof within the first 72 hours of receiving your purchase.
  • Pictures taken through snapshots that are not clear in pixel resolution will not be entertained by us.
  • We will reply your email to acknowledge confirmation of receipts of your photo evidence and intent to return the alleged item(s).
  • Any claims of damaged/defective/incorrect item(s) not made within the stipulated 72 hours will not be entertained thereafter.
  • All return item(s) must be in its original condition (any damage/defect patterns must match photographs emailed to us in the first instance) with all original tags, accessories, if any, and packaging intact.
  • We will refund you all shipping charges (both ways) pertaining to such returns.
  • It is your responsibility to ensure any item(s) being returned to us is sufficiently packaged to protect against any reasonably predictive shocks, puncturing, scratching and/or damage during carriage, handling and or/sorting.
  • You are required to notify us of any returned item(s) along with evidence of prepaid shipping documents and delivery tracking number.
  • We will arrange for new shipment as replacement of your returned item(s) within 72 hours upon receipt of all your proper documentation and collection of physical goods.
  • In the event your returned item(s) is not replaceable due to unavailability of stocks, we will refund you the value of your original purchased item(s).
  • Refunds Policy for Undeliverable Item(s)
  • It is your responsibility to ensure the mailing address given by you to us for purpose of shipping is correct and deliverable as we will not entertain any request for a refund when the item(s) is delivered back to us as undeliverable.
  • In any event if you need us to resend back the item(s) we will be more than glad to do so upon you paying the prescribed shipping fees at the material time.

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