Effective date: 26 July 2026
1. Delivery Area
Delivery is available only to addresses accepted by our website during checkout.
We may amend our delivery area at any time according to distance, rider availability, operational capacity and safety considerations.
2. Delivery Charges
Any delivery, packaging, service or applicable tax charges will be displayed before payment.
Charges may vary depending on:
Delivery distance;
Delivery location;
Order size;
Delivery timing;
Promotions; and
Delivery-provider charges.
3. Delivery Estimates
Any delivery time displayed is an estimate rather than a guaranteed arrival time.
Delivery may be affected by:
Traffic;
Weather;
High order volume;
Kitchen preparation time;
Rider availability;
Building access;
Road closures;
Accidents;
Payment verification; and
Events outside our reasonable control.
4. Customer Responsibilities
The customer must provide:
Complete delivery address;
Unit, floor and building information;
Valid telephone number;
Gate, security or access instructions;
Correct map location where applicable; and
A recipient available to receive the order.
5. Contactless Delivery
Where contactless delivery is requested, the customer authorises the order to be left at the agreed location.
Responsibility for the order passes to the customer once it has been left at the location specified by the customer, unless the order was delivered to the wrong location.
6. Unsuccessful Delivery
If delivery cannot be completed because of inaccurate information, lack of access or customer unavailability, we may:
Leave the order at a safe location where authorised;
Ask the customer to collect the order;
Arrange redelivery subject to availability and an additional charge; or
Treat the order as completed where reasonable delivery attempts have been made.
Because food is perishable, unsuccessful delivery caused by the customer may not qualify for a refund.
7. Delays
Where a material delay occurs, contact us for an updated delivery status.
A delay does not automatically entitle the customer to a refund. We will consider the duration, food condition, cause of delay and applicable consumer rights when determining an appropriate remedy.
8. Delivery Partners
We may use our own personnel or third-party delivery providers.
Necessary delivery information may be shared with the assigned provider to complete the delivery.
9. Inspection Upon Delivery
Inspect the order promptly and contact us as soon as reasonably possible regarding missing, incorrect, seriously damaged or apparently unsafe items.
10. Food Storage
Unless otherwise instructed:
Consume hot food promptly;
Refrigerate products requiring refrigeration;
Do not leave perishable food at room temperature for an unreasonable period;
Follow any reheating instructions supplied; and
Do not consume food that appears spoiled or has been stored improperly.
11. Contact
Email: account@thaiessential.com.my
Telephone: 1700-82-9164
Customer-service hours: Monday - Friday (10am - 6pm)