FAQ

Cancel and Refund:

Firstly, if you need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a BIG "thank you!" Nothing makes us happier than a community of happy My Gourmet Ware customers, and as such, we promise to do our very best to deliver amazing products and customer experience and rest assured, to make right any hiccups along the way. That said, here are some things you might want to know Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

Cancellation for Refund:

You can cancel any time before cross border shipping begins.

Once you receive either in email or SMS informing you that your shipping has begun, you cannot cancel and should wait to receive your items before initiating Return. (Please see Return Policy below)

Once cancelled, we usually take 3-5 business days to process the refund back to your original payment agent.

We understand that some payment agents will charge a fee for refunds.Please note we do not have control and will not be liable for any charges levied on such refunds and the processing time it takes by your payment agent.Please check with your payment agent first before cancellation to avoid surprises on the final refund amount back to you.

Returnable items   

Items that can be returned/refunded or exchanged within the 7 days of receiving must follow the criteria as below:   

1. Faulty items damaged/broken, or soiled upon arrival.
2. Items received in the incorrect size or color or is a different item from your order.
3. Delivery Time is more than 60 days from the start of Cross Border Shipping.
4. Change of Mind.

If you need to return an item, please take photos of the item and email us with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return the item.    

Do not initiate a return on your own before confirmation from us as we will not be responsible for any lost item in transit.     

Returns are processed within 5-7 business days upon us receiving the item.   

*We will use door to door courier service of our choice (easyparcel.com) for return shipment in order not to inconvenience you.   

If the courier service cannot reach you and you have missed the dateline, you will need to arrange for a traceable return shipment back to us at your own expense. We will not rebate you for this return shipment cost.   

Do not return the item without a traceable ID on your return item. We will not be responsible for any loss in transit of your return item and we will not credit back any in-store credits to you.

All return items must be in a new, unaltered, and unused condition and in their original packaging. If the item shows signs of use, stained or is missing accessories including the original packaging, a 20% restocking fee will be charged.

For Reasons 1-3,

If we confirm either the Returnable item condition is satisfied, the return shipping cost will be on us. You can receive the exchange (subject to stock availability) or 100% in-store credit.

If we deem that there is nothing wrong in the quality, size or colour of the returned items from your order, we will deduct 20% restock fee as well as the return shipping cost. Refund usually takes 3-5 days to process after we confirm receipt of the return items. 

For Reasons 4 or others,

We will use door to door courier service of our choice (easyparcel.com) for return shipment in order not to inconvenience you.

We will deduct a 20% restock fee as well as the return shipping cost.

Store credit takes 3-5 days to process after we confirm receipt of the return items.

Are your branded items original?

• We source all our items from authentic authorised brand dealers and wholesale suppliers in various countries. The packaging and instruction manual may be in non-English but all items are 100% original. 
• In the event that you have found your branded items are not authentic, please reach out to us and we will refund 100% cash back  + 100% value as store credit. 

Why are Overstock Sale items so cheap?

• We source from overstock suppliers and participate in buying inventory from stores that are liquidated to give you the unbeatable price you see in the Flash Sales. As such we may not be able to guarantee an item is still available once the overstock items is over.

Will an item be available once the Overstock Sale has ended?

• We cannot guarantee when the item will be made available again after the sale ends. 
• This is because most sale items are from overstocks and liquidated inventory at a great discount and are usually time-sensitive in supply. 
• Even if we manage to source for a new supplier, the price of that item is unlikely to same or better than the Flash Sale price.

Where can I find the manual in English?

• Please reach out to us and we will gladly send you the English manual via a link download.

How do I earn Gourmet Points?

• You need to login with your registered account with My Gourmet Ware before making any purchase from our store.
• Every $10 spent will earn you $1 rebate
• Maximum of 10% of the next order can be discounted
• Please note, any other purchases beside coming from www.mygourmetware.com such as Lazada Shopee and Amazon will not entitle you any Gourmet points.

How do I check my Gourmet Points accumulated in my account?

• You can simply login with your registered email and click on the Rewards Icon found at the bottom of the Store page. 

Are my points reflected on the website as soon as I make a purchase?

• Your Gourmet points are updated at the end of each day.

If, for certain reason, I want to return the product I bought, will the points I have earned from that purchase be deducted from my account

• If you choose to exchange the product for goods of the same value, no deduction of points will be made.
• If you choose to return the product, the points credited previously will be deducted from your account and you will receive a store credit refund for your returned goods.
• In cases when you want to return a product while there are insufficient points left in your Member account for deduction, you are only allowed to exchange the product with goods of the same value.
• In cases when you want to return a product redeemed wholly or partly with points, we highly suggest that you opt for exchanging the product for goods of the same value, since the deducted points will not be refunded.

Do delivery fees contribute to my points?

• No, Gourmet points will not be awarded for delivery fees.

Is there an expiry date for the reward points accumulated in my account?

• Yes, there is an expiry for the Gourmet points accumulated. 
• Your Gourmet points will expire on 31 December each Year

Can I transfer my membership or Gourmet points to someone else?

• No, unfortunately, your membership nor your Gourmet points are non-transferable.