How do we ensure your purchased goods are delivered in good condition?

All our products are stored in tight temperature-controlled freezing facilities before delivery. A specially designed insulated bag is used when delivering your goods to ensure the products’ temperatures are kept at its optimal level.

How should I store the products?

All our products are created to add convenience to your life, hence they are easy to store. Just keep them in the freezer of your household refrigerator.

The product(s) I’d like to purchase is(are) out of stock! What can I do?

Do contact our helpful and friendly customer service [HERE], we will notify you once the product(s) is(are) available.

How do I get notified on the latest promotion and product launches?

>Please subscribe to our newsletter to receive first-hand update of the latest promotions and products launch.

What is Kawan Food’s Privacy Policy?

We recognize the importance of the personal data you have entrusted to us and believe that it is our responsibility to properly manage, protect and process your personal data. All your data are encrypted and is kept well with us to prevent hacking or stealing of information from outside party(ies).


How do I place an order?

Thank you for your interest in our products. Please follow these simple steps to place an order:
  • 1) Choose an item you like and enter the quantity you wish to purchase
  • 2) Click on “Add to cart”. You may choose to ‘continue shopping’ or ‘view cart’
  • 3) Login or create an account for a smoother process in the future
  • 4) At ‘Check out’, if you have any promotional codes or store credits, be sure to enter them and click on ‘Check Out’
  • 5) Enter your shipping address and select your prefered payment method : Visa, Master Card, FPX, paypal…..
  • 6) Confirm your order
  • 7) Make payment

Upon completion of your order, an e-mail notification will send to you. Sit back, relax and the wholesome greatness will be delivered to your doorstep.

How do I track the status of my order?

Click on “My Account” at the upper right hand corner then click “Order Status” to check your order history.

Can I reserve the item(s) I would like to purchase?

Unfortunately, option to reserve is not available. All our orders are fulfilled on a first come, first serve basis. If, however you would like to order in large quantities, do contact our customer service [HERE].

I couldn’t make payment for the item that was added to my Shopping Cart previously. What should I do?

Items added to your cart will only be reserved for you within a certain time frame. If payment is not made within this time frame, item will be sold to the next person in line.

There was an error while I was checking out my cart. How do I know if my transaction went through/complete?

  • 1) You may log in to your account to check the order status.
  • 2) An e-mail notification will also be sent to you if your order is confirmed.
  • 3) Check with your bank if your card was charged and contact customer service if your card was charged but the order is not confirmed.

Can I cancel my order? How?

Yes, you can cancel your confirmed order within 2 hours. Kindly drop us an e-mail with the reason for cancelling the order at info@kawanfood.my or click [HERE]. Store credit will be credited to your account equivalent to the value of your purchased after your cancellation is confirmed.


What are the payment methods accepted?

    All transactions are made in Malaysia Ringgit(MYR) via Ipay88, a payment gateway that accepts the following stated below:
  • Credit Card: Visa and MasterCard
  • Local Bank Online Transfer: Maybank2u, CIMB Clicks, Hong Leong Connect, AmBank, Alliance Online, Pbe Bank, RHB Now, Bank Islam, FPX, Web Cash, BSN, Bank Rakyat, Affin Bank, and UOB
  • Boost
  • Bank Transfer

My payment was unsuccessful. Why?

    Here are some common errors and solution for you:
  • Your credit card my have expired: kindly ensure your card is valid at the date of purchase.
  • You may have insufficient funds or exceeded your credit limit: kindly contact your bank
  • You may have entered the wrong information: kindly ensure all payment details keyed in are correct.


What is the duration it takes for Kawan to deliver my order?

  • Standard Delivery : 1- 3 working days (Free delivery is provided with purchased value of RM 80 and above - Klang Valley)
    However, during PEAK PERIOD our delivery will be delayed to 2-5 working days.
  • Express Delivery : Currently not available yet. However, if you require your order urgently, do drop us a message [HERE].
  • Wholesale Delivery : 1- 5 working days (Free delivery is provided for purchased value RM 300 and above)

Johor Delivery Coverage Information
  • For CARTONS, we only deliver a minimum of RM400 to Pontian and Johor Bahru.
Penang Delivery Coverage Information
  • For CARTONS, we only deliver a minimum of RM300 to the following postcodes: 11600, 11900, 10250, 10350, 10450, 10470, 11060, 11400, 11500, 11700, 13800, 13400, 14000.

If your area does not fall within our delivery coverage, please let us know so we can try to arrange a delivery for you.
Please note that delivery time may be extended during peak periods. We will notify you should there be any delay in the processing of your order. Thanks for being patient with us!

I am not from Malaysia but I am interested in your products. Do you deliver internationally?

Thank You for your interest in our products. For international enquiry, kindly contact our corporate site [HERE]

I was away at the time when the goods were delivered to me, what should I do?

It’s advisable that you be available at your chosen preferred delivery time. Our delivery personnel will attempt 3 calls to you, goods will be returned to warehouse if you fail to answer or accept the delivery after these attempts. Re-delivery can be arranged at extra charges.

I have yet to received my order within the delivery time stated above, what can I do?

Please contact us at info@kawanfood.my or click [HERE] with your order number. Our customer service is glad to help you.


Are the goods sold returnable?

We do not accept return after the goods is received by our customer. Please check that goods ordered are received in good condition upon delivery. However, in very rare situation where our products are found defective or expired, you may return the goods to us.
For more information, please contact our customer service [HERE].

How do I request for a refund?

If you ordered the wrong items, please contact our customer service [HERE] within 3 days from your purchase. We will assess your case and provide store credit refunds on valid request.

I realised that I have ordered the wrong items only when the good is delivered to me, can I request for an exchange?

Unfortunately, goods sold are not exchangeable. Kindly check your orders at the order summary page before checking out.

Is my order eligible for a cash refund?

Orders are not eligible for a cash refund unless stated otherwise.

Defective/incorrect items are sent to me. What should I do?

    Reasons below are not considered defective :
  • Slight variations on product colour from website images.
  • Slight product measurement variation.
  • Minor item imperfections, such as small crack, minor shape deformity, etc.
  • Self-inflicted damage to the item.

  • If your reason does not fall under any of the above, our sincerest apologies for sending you a defective item! Please take a snapshot of the faulty area and send us an email at info@kawanfood.my or contact our customer service [HERE] with your order number. We will inform on the next steps once we assess the issue.
  • Please note, postage will be reimbursed for items deemed defective/incorrect. A replacement will only be given for faulty item. However, if replacement is no longer available, store credits will be given in return.

How much store credit is given back to my valid returns/order cancellation?

All our refunds are made in the form of store credit unless otherwise stated. Store credit refunded will be equivalent to the value of the item purchased.


How do I use my store credit vouchers?

Please key in the credit vouchers code in the “discount/voucher” field at the “check out” screen. The discount value is reflected in the final price at each validation.

Is there an expiry date on my store credit voucher?

All our store credit vouchers are issued with 3 months validity (unless stated otherwise). Please utilise them before the expiry date.

Can I extend the expiry date of my store credit voucher?

All our store credit vouchers are issued with 3 months validity (unless stated otherwise). They are not extendable, refundable and transferable.

Can my store credit value be utilised in separate/different transactions?

All store credit vouchers are to be utilised in single transaction. Unused value of the store credit vouchers will be forfeited.

There is an error when I entered my store credit voucher. What should I do?

Please ensure that your store credit voucher is not expired and the voucher has not been utilised against previous transactions. If you are still facing problem in redemption, please contact us [HERE] or email us at info@kawanfood.my with the screenshot of the error message.


How do I sign up for Kawan Reward Program?

  • Click on Kawan Rewards Icon at the bottom left corner of your screen.
  • Then, click “join now”

How is Kawan Points be rewarded?

  • 500 Kawan Points for success sign up
  • 1,000 Kawan Points at your birthday
  • 2 Kawan Points at every RM 1 spent
  • 1,000 Kawan Points for each friend referred. Your friend will receive RM5 discount code and 1,000 points will be credited to your account after their 1st complete order.

*All points rewarded can only be redeem for online purchase at Kawanfood.my. Kawan food has sole discretion to review/change the points reward system from time to time.

How do I use my Kawan Points?

You can use your Kawan Points to redeem discount vouchers at the following rate:
  • 500 Kawan Points for RM5 Discount Voucher
  • 1,000 Kawan Points for RM10 Discount voucher
  • 1,500 Kawan Points for RM15 Discount voucher
  • 3,000 Kawan Points for RM30 Discount voucher
  • 7,000 Kawan Points for RM70 Discount voucher
You may also exchange your points for gifts.
For redeemed discounts which has not been used, you may find your code at the end of the Kawan Rewards Panel after you have login.

Can my discount code be utilised in separate/different transactions?

All discount codes are to be utilised in single transaction. Unused value of the store credit vouchers will be forfeited.

There was an error in redeeming my store credit vouchers. What should I do?

Please ensure that your store credit voucher is not expired and it was not utilised against previous transactions.
If you still facing problem in redeeming, please contact us [HERE] or email us at info@kawanfood.my with the screenshot of the error message.