Delivery Policy

1. General Information

All orders are subject to receipt of full payment and product availability.

2. Delivery Location

All durian items offered on our website are only available for delivery to selected addresses in Klang Valley (Selangor & KL). Delivery outside of Klang Valley (Selangor & KL) to other states or other countries are not available at this time.

3. Delivery Time

It typically takes between 2-5 working days (Monday to Friday) for order to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

For pre-orders made, delivery time will be from 9:30am till 5:30pm during working hours and weekdays only (Monday to Friday).

Delivery time commences from date of delivery and not date of pre-order. The above delivery time is subject to acceptance of orders received and may vary depending on location, method of delivery and occasion eg: public holidays.

4. Delivery Instructions

For successful delivery, customers are required to provide full address, a valid contact number, name of sender and name of recipient. The full address requires the exact unit number, floor number (if applicable), full street name, neighbourhood / taman, city, state and postcode.

Upon confirmation of delivery, a tracking code will be provided to customers. Delivery services eg: Lalamove, Grab Express and other service providers are delivery services provided by Gali Estate’s delivery partners.

Once item is picked up by our delivery partner, the tracking ID for the package will be available. Any communication is to be via email/mobile app/sms.

We have the right to leave the order item with the designated caretaker or those people who approach the delivery man with customer’s name and given IC as verification, or instructions given to leave the order item with the security guard/ guardhouse of customer’s delivery address provided. In such circumstances, we presume that the delivery has been completed by us.

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.

5. Delivery Costs

For multiple durian orders for delivery to the same venue at the same delivery time, the customer will be charged for a one-time delivery fee.

However, for multiple durian orders for deliveries to multiple different addresses, these will be charged as separate delivery for each location. This applies for order made by the same customer.

Should there be a request made by customer to redirect orders to a different address after order is made, an administration fee may be charged. This will be confirmed before any processing of order made.

6. Non-Delivery

Gali Estate will not accept responsibilities for late delivery or non-delivery under the following categories:
a. Recipient is not present at the address given at the time which the delivery was requested to take place.
b. The address given was incorrect or incomplete.
c. Cannot locate the said recipient at the given address.
d. No valid contact number was given to us to make reasonable attempts to contact the recipient in order to execute the order successfully.
e. Adverse situational cases on delivery date or time arising from bad weather (eg: floods), natural disasters or road closure due to major festival/event.
f. Refusal of any item by the recipient will still be considered as delivered and no refund will be made.

In the event of any non-delivery as per listed above, no requests for refund will be entertained due to the perishable nature of our durian products.

7. Cancellation of Order

No cancellations are allowed after the order has been confirmed.

8. Orders out-of-stock

In the event where order received is out-of-stock, the customer will be contacted by our sales personnel for either a replacement item of the same value or a refund to be made to customer.

9. Feedback or enquiries

For any enquiries or feedback about your delivery or your order, please contact us at durianonline@ayer.com.my and we will revert to you as soon as possible.

Our customer service working hours are Monday to Friday, from 8:30am till 5:30pm excluding weekends and public holidays.