Frequently Asked Questions!
How long does delivery take and how are parcels shipped?
Most orders are processed and shipped on the next working day. Delivery typically takes 2 to 3 working days. All parcels are sent with tracked shipping. If you require faster delivery, please contact us directly and we will do our best to accommodate expedited options.
Will my order arrive on time during festive seasons?
During festive periods, there may be slight delays due to high order volumes, courier congestion, and customs processing. We strongly recommend placing your order early to avoid disappointment. Order processing may take up to 3 working days during peak periods. We truly appreciate your patience and will always dispatch your order as quickly as possible.
When does the delivery time start?
Delivery time starts once your order has been dispatched and handed over to Royal Mail, not from the time the order is placed.
Where can I check my delivery progress?
You can track your parcel using the tracking link provided in your dispatch confirmation email on Royal Mail’s website.
What is Royal Mail Tracked 48?
Royal Mail Tracked 48 aims to deliver your parcel within 2 working days after dispatch. This is an aim set by Royal Mail and not a guaranteed service. Once your parcel has been dispatched, delivery times depend entirely on Royal Mail’s network and capacity. While most parcels arrive within the 48 hour window, occasional delays may occur and are outside of our control and may take up to 14 working days. ( data from royalmail.com )
What is Royal Mail Tracked 24?
Royal Mail Tracked 24 aims to deliver your parcel on the next working day after dispatch. This is a faster option than Tracked 48, but it is still not a guaranteed next day service. Delivery times depend on Royal Mail and may be affected during busy periods or due to operational issues and can take up to 7 working days.
Where are the items located?
All items are in stock and based in the UK, specifically in Cardiff. Products are freshly imported from Malaysia on a weekly basis to ensure quality and freshness.
How long do preorder items take to arrive?
Preorder items usually take around 7 to 10 working days to reach us. If your order includes a preorder item, we will ship the full order once the preorder stock has arrived.
Can you ship in stock items first if I have a preorder?
By default, all items are shipped together once the preorder arrives. If you would like in stock items sent earlier, we can arrange a split delivery, but additional shipping charges will apply.
Do you offer wholesale or bulk orders?
Yes. For wholesale or bulk enquiries, please contact us via WhatsApp at +44 07443039955, email ukmalaysianfoodstore610@gmail.com , or through our help chat.
Who should I contact if there is an issue with my parcel?
If you experience any issues with your parcel, please contact us via WhatsApp at +44 07443039955, email ukmalaysianfoodstore610@gmail.com, or through our help chat for immediate assistance.
What payment methods do you accept?
We accept a range of secure payment methods, including credit and debit cards such as Visa and MasterCard, along with other major payment providers.
Can I track my order?
Yes. All orders include tracking. Once your order has been dispatched, you will receive an email with your tracking number so you can follow your delivery progress.
Do you offer international shipping?
Yes, we ship worldwide and have successfully shipped to over 30 countries.
Are the products on your website authentic?
Yes. All products sold on pasarmartuk.com are authentic and imported directly from Malaysia to ensure quality and authenticity.
What should I do if I receive a damaged item?
If your item arrives damaged, please contact us as soon as possible with photos of the damage. We will assist you with a replacement or refund.
Do you offer gift cards?
Yes. Gift cards are available in various denominations and can be purchased directly from our website, making them perfect for gifting.
How can I stay updated on new arrivals and promotions?
You can subscribe to our newsletter on our website to receive updates on new arrivals and promotions. You can also follow us on social media for regular updates.
Can I change my delivery address after my order is confirmed?
If your order has already been dispatched, any address changes or delivery redirections must be done directly with the courier using the tracking link or by contacting them.
What happens if my international parcel is held by customs?
Unfortunately, we are unable to intervene with customs or speed up the clearance process. You will need to contact your local customs office directly for further assistance.
Will I be charged customs or import tax?
Customs and import taxes are determined by the destination country’s customs authorities and are outside of our control. While most previous orders have cleared without charges, we cannot guarantee this. Any customs fees applied will be the responsibility of the recipient.
Can I cancel my order after it has been shipped?
Once your order has been dispatched, it is no longer eligible for a full cancellation. However, we can still help arrange a return or collection.
Why can’t I get a full refund after dispatch?
Once an order leaves our warehouse, shipping and handling costs have already been incurred. If a cancellation is requested after dispatch, additional fees are also charged to retrieve the parcel.
What fees will be deducted from my refund?
If your order is cancelled after dispatch, the following will apply:
- A 5 percent deduction from the total order value
- A parcel collection fee (typically £3.85)
These charges cover courier handling and return logistics.
Do I need to confirm before the refund is processed?
Yes. We will always seek your confirmation before proceeding with a refund that includes deductions. Once you confirm, we will process the refund promptly.
Why hasn’t my refund been processed yet?
In some cases, refunds may be temporarily held if we are waiting for your confirmation regarding the applicable deductions under our policy.
How long does it take to receive my refund?
Once confirmed, refunds are usually processed within 2 to 5 working days. It may take additional time for your bank or payment provider to reflect the funds.
Why can’t I see my cancelled order in my account?
If an order is cancelled after dispatch or handled manually, it may not immediately reflect as cancelled in your account. Our team will update you directly on the status.
What if I refuse the parcel instead?
If you refuse delivery, the parcel will be returned to us. The same deductions may still apply to cover return shipping and handling costs.