Common queries answered
Frequently asked Questions
Once you have placed your orders and we have confirmed receipt of your payment, we will ensure delivery within three (3) working days; more often the case, bottles are with the customer within two (2) working days. Our delivery services are every Tuesday, Thursday and Friday, usually beginning at 12pm and ending at 6pm. In some unforeseen circumstances (weather/traffic conditions), there may be delays with delivery but we guarantee all customers will receive their orders before our delivery service ends for the day.
STRICTLY: Your delivery time requests are received in good faith and are planned by our team on a “best effort basis”. Our route planning is done to optimally meet every customers’ time and location preferences but our complimentary delivery service cannot possibly meet each and every individual’s time requests, so kindly be reasonable with us.
Please note that we will not tolerate any verbal abuse/harrassment of our staff under any circumstance should our delivery policy be unacceptable.
Yes. Should you require a “customised service” to meet your time and location requirements, please email/whatsapp us to arrange a 3rd party delivery service (such as Lalamove) to meet your specific needs. This is not part of our complimentary service (which is every Tuesday, Thursday and Friday) therefore, the charges are to be borne by the recipient of the delivery.
Not at this moment. We do not offer a pickup service as we do not have a physical retail store. We are a fully online business and our office is solely for administration purposes. Orders are fulfilled direct from our central warehouse which is not open to public access.
Yes. Using DHL, we are able to have our orders shipped to all locations within Peninsular Malaysia. 80% of the time, all shipments will arrive at destination within 24 hours.
For orders to Sabah and Sarawak, we would like to highlight the risk of extended exposure to heat as the shipment may take up to a week due to reasons such as missed connections, unavailable flight cargo space, festive seasons etc. This is beyond the control of FGJ.
Wines are sensitive to extreme heat and light, hence we minimise exposure by ensuring they are arranged for Pick-Up by DHL from our facility in the evening and are packed appropriately for long distance travel and handling (Fragile stickers, & insulating bubble-wrap). For spirits (distilled products >38% Alcohol), there are minimal concerns about damage arising from short-term exposure to heat.
For all deliveries within the Klang Valley, we will assume full responsibility for the good condition of the products delivered as this is fulfilled by our own delivery fleet.
Our overall position is reasonable and clear, if it is within our control – we will gladly be held responsible. If it is outside of our control – we will not be held responsible.
We do not deliver overseas at the moment.
FGJ takes every measure possible to store its products in optimal conditions, particularly temperature – as such, we can vouch that the products are in great shape when they are delivered to you. Depending on the reason of return, we have different views:
If it’s simply because “I changed my mind”, then we will be unable to accept any returns as we are unable to ascertain if the wines have been cared for in a way that allows us to resell it without compromise – since wines are so sensitive to heat and light, we would like to urge you to choose carefully before checking out!
If the wine is corked or compromised in any way, then without hesitation, we will offer a replacement for the wine ordered. In such cases, we strongly insist that wine be returned with at least 80% of its contents intact – we have experienced returns where only 20% of the contents of bottle remain, and yet demands for a new bottle were made; in these circumstances where there is an absence of honesty, no replacement will be honoured.
For spirits, where storage temperature is less of a concern, we are happy to entertain returns. However, please ensure that the box/container in which the bottle was presented, is returned in a condition no worse than when it was delivered. There have been attempts to return counterfeited bottles under the pretence of being the authentic bottles we delivered to the customer, as such, we reserve the final right to refuse a bottle return at our discretion.
There needs to be a good level of common sense from all parties for healthy customer-vendor relationships to sustain. Terms and conditions apply; please check with us if you are unsure and we are more than happy to explain – we are reasonable people!
There is no minimum purchase on FGJ. Customers who spend a minimum of RM300 are eligible for complimentary delivery service.
For purchases below RM300, there will be a RM15 deliver fee to majority of locations within the Klang Valley (not all postcodes, please check with us for far-lying areas – eg. Rawang, Putrajaya, Cyberjaya, Dengkil, Semenyih, Port Klang, TPG etc)
Self-Pickups are strictly not permitted.
Payment may be made online via our website which is enabled by Mastercard Payment Gateway Services (MPGS) – a secure payment gateway. You may choose to use your credit card, a direct debit from your bank account or an IBG transfer – we provide all 3 options for your convenience. We however do not accept cheques as we prefer payment via electronic means, which keeps our ‘cost of doing business’ to a minimum. These avoidable costs are then reflected in our competitive pricing.
Our policies dictate that we have to receive payment in our account before the items you have purchased are prepared for delivery.
After the items have been ordered online, they will be allocated to you for 24 hours. If we
do not receive payment within 24 hours, your orders will regrettably be dropped automatically by the system; the ordered items will then be returned to inventory where they will be made available for purchase by everyone else. The only sure way to reserve items is to make payment for them.
No, we do not. The reason for this is, we cannot ascertain that the wines have been kept in suitable conditions after we have delivered them. Wines degrade when exposed to sunlight or heat, and therefore, since they are no longer under our supervision when they are delivered, we are unable to accept returns of unopened stocks. When we are not certain of the condition of the wines, we do not in turn, sell them to other customers – for this reason of business integrity, we make a conscious decision not to offer consignment services.
Of course! Simply add your message in the Message box at Checkout and choose if you want a Personalised greeting card or Wine Bag to accompany the Bottles.
Please email us at email@example.com with your questions and we will answer you as fast as we possible. We are here to help, so please do not hesitate to be in touch!
Still need help?
Block D12, Dana 1 Commercial Centre
Jalan PJU 1A/46
47301 Petaling Jaya
Selangor Darul Ehsan