Terms & Conditions
By placing an order on this website, you are agreeing to the following terms and conditions:
Order Acceptance Policy
All orders and other requests received are subject to acceptance by FAIRY FOOD INDUSTRIES SDN. BHD, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without providing reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Delivery of your order
We only provide delivery to Sungai Petani and Alor Setar Area with RM 12 per trip charges. Our delivery trip are from 10 am to 6 pm only from monday to saturday, excluding public holiday and special occasion.
Changes to your order
If you wish to make any changes your order, please do so by contacting us at [email protected] or via phone 04-442 8000 (Mon-Sat, 8:00 AM-5:00 PM). We will always do our best to make last-minute changes for you, but we can only guarantee changes (including to updating the delivery address and in relation to any editable changes) if changes are requested 24 hours before the intended delivery day.
On demand orders can be cancelled by 12PM two (2) day before the intended delivery or pickup day and a full refund will be issued. You can cancel by contacting [email protected] or via phone 04-442 8000 (Mon-Sat, 8:00 AM-5:00 PM). However, Fairy reserved the final decision to proceed or cancel your cancellation request without prior notice or reason.
Product and Substitution Policy
All Products are subject to availability. In the order of any supply difficulties, we reserve the right to substitute a Product of equivalent value and quality without any prior notice. In terms of product requests, we will try to fulfill all requests to the best of our ability. For more custom able requests like changing the color of the cakes or more patterns changing, please inform us via phone 04-442 8000 (Mon-Sat, 8:00 AM-5:00 PM) / email ([email protected]) and will try to accommodate the request accordingly.
- We accept Visa, MasterCard and FPX payment. However, payment with point/ gift card or custom coupon code are available for certain customers or when you have upgrade your account level.
- If you create an account, your order detail and all other related info will be stored and save the trouble for you during your next
- We never store or have access to your credit or debit card details.
Prices and Additional Charges
- All prices include delivery charges unless otherwise stated.
- All cake deliveries can be done on Mondays to Sundays from 10.00 am to 6 pm only.
- Timed deliveries are not available but you can choose the most suitable time slot for your delivery trip.
- Although our team will always try our best to ensure punctual delivery for our customer, Fairyorder cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier service that we use or anything else outside of Fairyorder’s control.
- In the event of a non-delivery, please contact us at [email protected]airyorder or via phone 04-442 8000 (Mon-Sat, 8:00 AM-5:00 PM). It is the customer's responsibility to contact us within Two (2) day (24 hours) of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse to any rights of a refund.
- We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
- If you change address, you must update your address details on the "My Account" section of the website to ensure that no deliveries are sent out to the wrong address. Please ensure this is done 48 hours or two (2) day before the intended delivery date / slot. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
Our cakes are packed and warped and arranged carefully to ensure they arrive as beautiful and as fresh as when they left us. However, on a small number of occasions (and for reasons beyond our control) they may get damaged during transit. Should this occur to a level that you deem unacceptable, please contact our customer care at [email protected] to inform us immediately with images to support your claim so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged cakes within 12 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. Fairyorder has no influence over these timescales.
We do everything we can to ensure our cakes are delivered. If for any reason we made a mistake and deliveries don't turn up, (i.e. if your cakes have not arrived on their intended delivery date), please contact our customer care at [email protected] to inform us. We will send you a replacement on our next available delivery date, or a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. Fairyorder has no influence over these timescales.
Satisfying you and your recipient is our ultimate passion to maintain. We always strive to deliver fresh delicious cakes at its best condition and on time.
Return and Refunds Policy
To be eligible for returns and refunds, you should report your case within 24 hours upon delivery of your cakes and is subjected to a mandatory review and investigation process by our Customer Support team. The cakes should also remain the same way as delivered. When filing your report, kindly provide us with your order number, several pictures of the defective product,s and reasons on why are you requesting for a return or refund. In all other cases, it is the responsibility of the recipient to care for the cakes once it has been delivered.
Cakes availability and substitution
All products are subject to availability. In the event of any supply difficulties or if the cakes you have received do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
Offers and promotion codes
- At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
- In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
- As our special offers are contingent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
- We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
- Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of Fairyorder, and are only available once to any one person.
- Discounts and credits cannot be used in conjunction with any other offers.
- Unless otherwise stated, we only allow one promotion code to be used per order.
Circumstances beyond our control
Adverse weather conditions
During adverse weather conditions (including heavy rain, storm, typhoon, and flood), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
Fairyorder shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Fairyorder’s reasonable control.
Kindly read the terms and conditions (Terms and Conditions) set out below carefully before ordering any Goods and Services from this website, Fairyorder.com. By ordering any Goods and Services from this website, you have agreed to be bound by these Terms and Conditions.
Free Delivery For Fairy Le Phenomenal Order
1.Free Delivery valid for orders for foods and drinks with order above RM 35 in a single receipt. Pre-order are eligible for all the foods, drinks and cakes. You may find the relevant information from each product page description representatively.
2. Free Delivery for cakes is valid for foods, drinks and cake with order above RM 80 in a single receipt and pre-order at least one day before or other related use of coupon during promotion season.
3. All prices listed on the website of the products and services is the price of listing at that given time. Our company reserves the rights to change and amend these price lists.
4. Prices and list of pricing will be listed on the website when your order is placed. We only accept online payment ie. fpx instant online transfer banking.
5. We will start processing your order for foods, drinks and cakes after we have received your full payment for your order through online banking.
6. We do not provide cash on delivery services as a part of the payment method.
7. Our delivery time stated is by approximation only and may vary. We will, at our capability deliver the orders to the designated address.
8. The correct and accurate address must be given when placing orders. Fairyorder.com will not be responsible or bear any cost if address given is incorrect or inaccurate. Fairyorder.com will not be responsible for late delivery due to the incorrect information/address or instructions provided by your end.
9. The Company reserves the right to change these terms and conditions at any time without prior notice.
Term And Condition Apply For the Free Delivery On 9 & 10 May
1. This Offer is valid from 4 May - 7 May 2020 Only. Valid on online order or manual order at any of fairy outlet.
2. You must purchase RM 50 Worth of cakes in a single receipt from us within the given pre-order time.
3. You must use " Motherday" coupon code during the checkout page to waive the delivery fee or manual order at our outlet. Failure to use the code to waive the delivery fee will not be refunded.
4. Free Delivery only valid for delivery on 9 May or 10 May 2020 ( From 10 am to 7 pm ) .
5. COD payment method is not applicable for the cake order. Full payment should be made before delivery.
6. Offer is subject to change without prior notification, while stock last.
7. Refunds and exchange will only be allowed for damaged or incorrect products received. Fail to provide the correct address, faulty order detail, selection of wrong delivery area, failure to use the coupon code will not be refunded.
8. Deliveries are strictly within Sungai Petani areas only.
9. Fairy reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice.
Customer and recipient personal information
- To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
- During the checkout process, we ask for the following personal information:
Customer's email address
We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.
Customer's full name and address
We use this information for credit and debit card validation.
Customer's telephone number
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
Recipient's full name, contact, and address
We require this information in order to deliver the cakes you have ordered. It is vital that the recipient's address and contact is accurate.
6491, Jalan Ayam Didik 2/2,
kawasan Perindustrian Sungai Petani,
08000, Sungai Petani, Kedah