FAQ
Most Frequent questions and answers
General
Velisfood is a brand where we focus on the sauce and paste for food. It all started as a family’s favourite and now it is made available for everyone. Contact Us here
You will need to create an account by clicking on the “Login/Register” menu. Then enter the email address and follow the on-screen instruction.
You will need to click on the “Login/Register” menu. Then enter the email address and follow the on-screen instruction
You will need to remember which email account you use to create the account. You may click on the “Login/Register” menu. Then enter the email address. If the account is found, you may login or click on Reset Password.
Currently we support delivery within Penang Island only. See “Delivery” section below for more information.
Order
- Pre-Order means we will only be able to deliver the product based on our scheduled production time where the product shall be ready on every Tuesday and Friday. Arrangement of delivery will be made around this time.
If you believe you have received the wrong order, please immediately contact our support team through Contact Us Form (here). PLEASE WAIT FOR OUR RESPONSE AND INSTRUCTION and we will communicate with you through email for the next step. It is IMPORTANT that you DO NOT send the item back to us.
Any cancellation voluntarily are subject to additional charges. Please refer our Refund Policy for more information.
There is situation where we are not able to fulfill your order, hence, we have to make the tough decision to cancel the order on your behalf. Rest assures, if the order is cancelled by us, you will receive the FULL REFUND back to your credit card.
Unfortunately, we are not able to provide any exchange or make any refund back to you.
Shipping or Door Step Delivery is the same thing. If FREE SHIPPING option is not shown, it means the area you are in is not cover under the Door Step Delivery method. Hence, the only way is to arrange for Self-Pickup.
Delivery
We support both “Self Pickup” and “Door Step Delivery” method. More details below.
- For Self Pickup:
- Usually available on Friday (4PM) and Saturday (4PM) at E-Gate (outside Starbucks).
- The location and time to meet, please Refer here. We will call you to confirm your selection.
- We are working with agents for such delivery and waiting time is maximum 15 minutes only. If you failed to arrive at the time agreed, this order is considered cancellation voluntarily and refund (if any) will be based on our Refund Policy.
- For Door Step Delivery:
- Only within selected area in Penang.
- Delivery may take between 7 – 10 working days to the address you placed order with.
- We are working with agents for such delivery. For any reason the customer is not available to accept the order, this order is considered cancellation voluntarily and refund (if any) will be based on our Refund Policy.
- It is advised that if you are not sure there is always someone at the delivery address to receive your order, please choose Self Pickup or use alternate address where your order can be received accordingly.
- Delivery date and time varies between the location you are in.
- For Door Step Delivery, usually, it should take between 7 – 10 working days to reach you.
- For Self Pickup – We will contact you to meet at the fixed location, day and time > HERE.
- All order is pre-order based, so in most cases, your order will be processed the following week, although we will try to fulfill all order as soon as possible.
When choosing Door Step Delivery, you must ensure there is always someone at the delivery address you have chosen. Since it is a food based product, therefore it is not possible to resend again. In an unfortunate event where you are not at the delivery address during our Door Step delivery, the order will be deemed as Cancellation Voluntarily. Please refer our Refund Policy for more information
For Self Pickup, our team will contact you in advance to confirm the date and time of delivery. The fixed day, time and location for Self Pickup is > HERE
For Door Step Delivery, you need to ensure someone is always available at the delivery address to receive the order. Failure to receive the order will means the order is voluntarily cancel by customer and any refund (if any) shall be processed accordingly to our Refund Policy.
Cash-back & Reward Points
Rewards Points allow you to get cash back, where the accumulated points can be uses to partially or fully offset your next purchases, depending on the available points accumulated. The more you spend within Velisfood.com, the more rewards points you will be able to accumulate and the more you will save for your next purchase.
You start earning rewards point by simply placing and complete the order. Most of our product will allow you to earn reward point, but there is certain product that we may have which does not provide any reward point.
Every one (1) Ringgit Malaysia spent is equivalent to one(1) reward point earn. When you do redemption, the value of one (1) Ringgit Malaysia is equivalent to one hundred (100) rewards points.
You may offset the purchase value (every 100 points is equivalent to RM1). You may also create a e-coupon and send to your friends and family. They will need to create an account with Velisfood.com to use the e-coupon for their purchases. However, creation of e-coupon may not be available all the time.
Security
No and NEVER. Sharing your login information with another person is not allowed and this will caused the owner of the account liable to all the consequences resulting from the usage of another person. You are welcome to introduce Eberene.com to your friends and family, after all, our registration is easy and free. It is also important to TAKE NOTE that you should ignore any request or question that is not relevant to the transaction you are involved. You should report to us through our Contact Us section, should you face any issue.
For security purpose, we never attempt to ask our users sensitive personal information via email, SMS, call, Instant Messaging. Sensitive information such as listed below will NEVER be asked by us through all form of communication.
- Credit card information
- Login information
- I/C Number
Our primary communication is email. If you have any doubt of the communication, please kindly contact us by visiting our website https://velisfood.com/contactus.
However, if you have chosen Self-Pickup, our team will call you for arrangement, and during the call, we will briefly confirming your email address, order number and check with you where and when to meet up based on our fixed location, date and time > HERE.