1. Are the items Halal-Friendly?

• Yes, we only use halal-friendly ingredients.

2. Buying in Bulk

• If you are looking for 1 carton of our products, kindly write in to localsales@hernan.com.my / whatapps 010 236 2066 to enquire!

3. How do I know when the product will be restocked?

• You can get to the Product Page and list down your interest to be notified.

4. Where is this product from?

• This product is made in Malaysia by Hernan Manufacturer.

5. Where is Hernan Food from? We have never heard of this brand.

• We have been in the market since 1996 and we are the leading Durian exporter. Our markets are mainly international however in the recent years, we are penetrating into local markets as there are demand for durian products.

6. Where are the Musang King from?

• They are sourced from our plantation in Raub, Pahang.

7. How long can the product last as I am traveling quite far.

• We will provide ice gel with cooler bag, therefore it can last up to 1-2 hour. However it is advisable to place it into freezer if you are not consuming immediately.

8. Does it need to be thaw?

• It depends. Thaw it for 5 minutes in room temperature for an Ice cream profile. Or 15 minutes in room temperature for durian flesh profile.

9. Is it dairy free?

• It contains whipping cream

10. Is it suitable for vegan?

• As it contains whipping cream, it may not be suitable for vegan. We advise that consumers check individual ingredients lists on products, as the recipes are subject to change and the ingredients list on pack will carry the most up to date information

11. Is this flavoured?

• It does not contain flavoring

What is hernanfood.com and how does it work?

• Hernanfood.com is our progressive online e-commerce store to build a sustainable ecosystem for all the durian lovers for all west Malaysia through fresh durian, frozen pulp and down streams products. We recognize the need to be progressive in the interactions with our ever-growing and savvy customers. This platform allows us to be super excited to interact with you guys in a different way!

1. Do you do local delivery?

• Yes, west Malaysia delivery
• RM12 flat rate within Klang Valley
• RM30 flat rate outside Klang Valley

2. Can we self collect at the store?

• Yes, please select self pickup at the delivery method. However, we strongly suggest let us deliver to your doorstep during this MCO period.

3. What is your lead time?

• Within Klang Valley - Order before 4pm we do same day delivery
• Outside Klang Valley - Ship out within 2 days upon order confirmation

4. What time will my delivery arrive?

• For Klang Valley : 10am – 6pm ( Cut-off Time 3pm)

1. How do I know if my order is confirmed?

• An order confirmation is sent to you immediately after you placed your order successfully. In the event that you do not receive it, kindly check your junk mail.

2. Can I postpone my delivery to a later date?

• Kindly put a note at the remarks section for other delivery dates & time.

3. Can I change my shipping / billing details?

• Yes you can change the Recipient Name, Contact Number & Shipping Address by whatapps us at 010 236 2066 / FB&IG messenger.

4. Can I cancel the order?
For general cancellation policy and provided that we haven’t shipped out the products.

• Yes we can cancel the order. Please whatapps us at 010 236 2066 / FB&IG messenger for order cancellation.

1. How do I track the order?

• Please whatapps us at 010 236 2066 / FB&IG messenger to enquire about the delivery status.

2. Can I opt for a gift receipt / invoice when delivering?

• Yes, you can request for it in the remarks section.

3. My item is incorrect / Missing

• Please whatapps us at 010 236 2066 / FB&IG messenger and our customer service team is ready to help.

1. What are your payment methods?

• We accept Credit/Debit Card and FPX

2. How do I apply coupon code?

• While checking out cart, please key in the voucher code in “Apply A Coupon Code”.

1. Can I get a refund if there's a missing / incorrect items in my delivery?

• For missing / incorrect items, kindly write to us at whatapps 010 236 2066 / FB&IG messenger.
• Thereafter, we will get in contact with you after investigation and have the foremost rights to perform redelivery / refund.

2. How is the refund processed?

• For refund, it will be automatically credited within 7 days into the credit card account which you have used in your previous purchase.

3. Can I do an exchange after receipt of items?

• Our policy lasts 3 calendar days from the date you receive your item(s); upon we can’t offer you an exchange.
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• In addition, the item cannot be returned on the sole discretion of customer deeming it relevant to him or herself.
• Several types of goods are exempt from being returned:
• To complete your return, we require a receipt or proof of purchase in the form of Order Confirmation
• Customers are required to send the products to our shops for exchange.

4. Can I get a full cancellation?

• We will make a thorough investigation first on a case-by-case basis. Next, we will commence service recovery based on here.
• service recovery based on here. If the above is not satisfactory, we will discuss with you directly to see what's the best outcome for both parties!