1.How to locate Selera Lazada on Lazada Platform?
Click here to go to the Selera Lazada main page to discover all Selera Lazada products which will be on offer from the first day of Ramadhan, 24 April 2020 until 23 May 2020.
2.When will I receive my Selera Lazada order?
All Selera Lazada orders will be delivered using an Express Delivery according to the timeframe stated in (a) and (b).
(a)Orders placed before 2:00 PM:
•Same-day delivery, before 7:00 PM
•The courier rider will attempt delivery soonest they receive the item(s) from the seller.
•To ensure both Seller and Courier meet this same-day delivery promise, Lazada will cancel orders to initiate refund when either party is taking too long to deliver as below:
(i)Seller did not update your order status to ‘Shipped’ by 3:00 PM on the same day. You will an email no later than 4:00 PM on the same day informing you of the cancellation.
(ii)Courier did not ‘Delivered’ your order by 7:00 PM on the same day. You will receive compensation which will be communicated to you via your registered email within 24 hours.
(b)Orders placed after 2:00 PM:
•Next day delivery, before 7:00 PM
•The courier rider will attempt delivery soonest they receive the item(s) from the seller.
•To ensure both Seller and Courier meet this next day delivery promise, Lazada will cancel orders to initiate refund when either party is taking too long to deliver as below:
(i)Seller did not update your order status to ‘Shipped’ by 3:00 PM on the next day. You will receive an email no later than 4:00 PM on the next day informing you of the cancellation.
(ii)Courier did not ‘Delivered’ your order by 7:00 PM on the next day. You will receive compensation which will be communicated to you via your registered email within 24 hours.
If your order is cancelled due to the reason stated above, the refund will be processed according to our Refund timeframe here.
3.Can I track my Selera Lazada order fulfilment in real-time like other online food delivery services?
Unfortunately, real-time tracking feature is not available for the time being as the Seller will be using their courier service (Seller Own Fleet) to deliver the food item(s) from your order. Here is the sample view of the tracking details for reference.
As you are unable to track the order in real-time, key tracking milestones information will be made available for you to know where your order is.
You can observe this information on ‘My Orders’ page in your account. Not only that, but you will also be notified via your registered email. Please refer below for details on each Milestone.
•The Seller has received your food order and preparing it.
Email: ‘Yay, your Order XXXXXXXXX is confirmed!
My Orders page: Your order is ‘Paid’ and ‘Processing’.
•The Seller has packed your food order and handed it to the courier rider for delivery.
Email: ‘Hi customer, your order is on its way!
My Orders page: Your order status is ‘Shipped’.
Note: The riders may receive multiple orders at once from the Seller. Kindly give sufficient time for them to deliver the order to you, as indicated in Question (2).
•You have received your order!
Email: ‘Delivery of your Order XXXXXXX’
My Orders page: Your order status is ‘Delivered.
Note: If you do not receive the food order directly, do check with members of your household or other potential recipients such as security personnel at the guard post or even your neighbour.
4.Why I received a Failed Delivery email for my Selera Lazada order?
As this order involving fresh food item(s), the rider can only make one delivery attempt. Therefore, if you or a trusted recipient is unavailable at the shipping address when the rider reached your location, the order will be cancelled and tagged as failed delivery.
You will be notified via email when a failed delivery occurred. A separate email will then be sent within 24 hours with further refund details for the cancelled order.
