Frequently Asked Questions

Daily from 9am - 10pm

Call: 1800 88 6633

Contact Us

Daily from 9am - 10pm

Call:     1800 88 6633

Email:  my1-customerservice@heineken.com

Company address: 

Heineken Marketing Malaysia Sdn. Bhd (6971-D)
Sungei Way Brewery, Lot 1135,
Batu 9, Jalan Klang Lama,
46000, Petaling Jaya,
Selangor Darul Ehsan, Malaysia

About Us

Who are you?

The Apple Fox Shop strives to be a hassle-free, timely and reliable channel for consumers to get their favourite beers, ciders and stouts. We understand the need for fresh, cold beer on demand, and that’s why we commit to delivering your order within the hour*!

As an Apple Fox Shopper, you’ll enjoy:

1)     Express cold delivery* of your favourite products within 60 mins#
2)     All your favourite products on a single store, at the convenience of your fingertips.

Getting started is simple! You may simply check-out as a guest, or register an account to save your details. Browse and add your favourite products into your cart.

*to select areas within Klang Valley only.
# Dependent on weather conditions.

Why should we trust your service?

We are powered by Heineken Marketing Malaysia Sdn. Bhd. All products are genuine, legally obtained and duties fully paid.

Where can I find out more about your products?

Please visit http://www.applefox.com for more product information on Apple Fox Cider.

Delivery

What are the delivery options available?

Please note that due to licensing restrictions, we are unable to fulfil any deliveries after 9:00pm, daily. Here are the available delivery options at the moment:

Type

Delivery Fee

Maximum Order

Coverage

Conditions

60-minute Cold Delivery

RM20

3x 24s Carton

Klang Valley selected locations*

Valid on selected items for orders between 2pm - 8pm, Mon – Sat, excluding Sundays & Public Holidays

 

Can I pre-arrange or schedule in advance for ‘Express 60-minute Cold Delivery’ option?

As of now, only express delivery option is available. There is no pre-arrangement or scheduling for this option. We are actively looking to increase our coverage and delivery options for your added convenience.

I need my order now, can Apple Fox Shop speed up my delivery?

As of now, only express delivery option is available. As your order requires time to be processed, prepared and dispatched, we will always try our best to deliver your product as soon as we can, within the committed delivery window.

Why can’t I find my address on Apple Fox Shop?

Our delivery area coverage varies by the delivery option chosen. Please refer to our delivery area coverage breakdown for more information. We are actively looking to increase our coverage for your added convenience.

Overview of the Apple Fox delivery area

What happens in the event of Bad Weather or Delay of Delivery?

Bad Weather

For the safety of our delivery team, Apple Fox Shop may not be able to deliver your order in the event of bad weather conditions. Your order will be fulfilled as soon as it's safe for our delivery team to do so. We strive to send out timely updates to communicate any expected delays.

Delay NOT due to bad weather circumstances

Should your order not reach you within the terms of our delivery guarantee, please contact our customer support and we will review your case. When your case has been verified by our team, your delivery fee will be waived and credited back to your account.

To get in touch with our team, please contact us at +60 11 1722 5600. Please have your order confirmation number on hand (sent to your registered email).

How do track my order and/or Delivery status?

Order Status

You can get information about an order you placed on the Apple Fox Store through the Order Status page.

Delivery Status

You may monitor delivery status via the tracker link sent to your email with order confirmation. We work with various logistic partners to deliver your product timely and reliably.

If you are encountering any issues with tracking your order or delivery, you can also get order status or make changes by phone at +60 11 1722 5600. Please have your order confirmation number on hand (sent to your registered email).

Do you deliver to East Malaysia?

We do not cover East Malaysia at the moment, but our team is working hard extend our coverage as soon as we can.

Do you deliver to other countries outside of Malaysia?

Due to licensing, we are not able to extend our services beyond Malaysian borders. Our products and services are limited to areas within Peninsular Malaysia only.

Are there restricted areas you do not deliver to?

We will deliver to you as long as you provide a valid residential, corporate or home address, as verified by our systems and logistics teams. However, deliveries to any of the following areas will turned down by us or our logistic partners:

To, or within the immediate vicinity of:

  • Government buildings
  • Hospitals
  • Military bases or buildings
  • Kuala Lumpur International Airports (KLIA)

Apple Fox Shop and our logistics partners reserve the right of refusal to any addresses which may be restricted by state regulations. We do not condone drinking in public areas within Malaysia.

What happens if I am not at home during delivery?

Our logistic partners require having someone sign and receive the parcel upon delivery to your home or office. Recipient policy applies regardless of authorisation of recipient on your behalf.

Should no one be available to receive your parcel, the delivery company will be in touch to organize a second delivery.

Your product will be kept in an air-conditioned room for a maximum of two days before it’s returned to our office. Should this happen, we will personally schedule for another delivery which will incur additional charge for delivery fees.

Why do I need to present identification when receiving my order?

For security purposes, we will require the recipient to present the following at point of delivery:

  1. An officially recognised identification (IC, Passport, Driver’s License, etc.)
    1. Recipient to be of twenty-one (21) years old and above,
    2. Recipient to be non-Muslims
  2. Verification of order number / last name registered with Apple Fox Shop account

This is to verify that all recipients are non-Muslim and 21 years old and above, and to ensure your order lands up with the intended recipient.

Can I have my order delivered to a different address?

Sure, just provide the alternative address at checkout. Please note that delivery options varies by location.

If you have already checked out and would like to change the delivery address, please contact our customer support as soon as possible; we will try our best to reroute the scheduled delivery. Please note that, dependent on the time of request, we may not able to guarantee successful rerouting. Our cancellation policy applies for re delivery.

In the event where rerouting is unsuccessful, it will be considered as a new delivery. Any additional delivery cost which may be incurred will be communicated to you, and your order will be redelivered only with your approval.

Please refer to our cancellation policy for more information.

Courier service reserves the right to reject any delivery if conditions or requests are deemed unsafe.

Our engaged logistic services reserve the right to refuse dangerous requests at any location where they cannot be accepted in accordance with applicable law. We are unable to deliver products to recipients who are unable to provide official identification, not of legal alcohol drinking and buying age of twenty-one (21) years old, and is not a non-Muslim.

Orders / Returns

Is there a minimum order requirement?

The minimum order requirement is One (1) x 4-can Pack. Delivery costs are a flat rate regardless of order quantity.

Is there a maximum order limit?

The maximum order limit is for Express Cold Delivery is currently Three (3) x 24-can Cartons. Delivery costs are a flat rate regardless of order quantity. For corporate or bulk orders, please get in touch with our Customer Support.

Is GST and Delivery Charges included in the product listed price?

All prices are inclusive of GST, however, delivery charges are NOT inclusive. Please refer to the cart checkout page for a full cost breakdown.

Can I place a corporate or bulk order?

For corporate or bulk orders, please get in touch with our Customer Support.

Can I change/cancel an order after payment has been placed? 

For any changes or cancellations out of the cancellation window, the full delivery charges will be incurred as each order is processed immediately and our riders may already be dispatched. Please contact our fulfillment center at +60 11 1722 5600 to change / cancel your order.

Type

Cancellation Window

Order Reimbursement

60-minute Cold Delivery

10 minutes

100% inclusive of delivery charges


How do track my order and/or Delivery status?

You may monitor delivery status via the tracker link sent to your email with order confirmation. We work with various logistic partners to deliver your product timely and reliably.

If you prefer, you can also get order status or make changes by phone at +60 11 1722 5600. Please have your order confirmation number on hand (sent to your registered email).

What if my orders are incomplete, damaged or lost in delivery?

We advise you to check your order thoroughly before acknowledging the courier's receipt of delivery. Should you find product that are broken or missing, do not accept the delivery. Detail the damage or loss on the courier's delivery receipt, and send them back. Please get in touch with our customer support at +60 11 1722 5600 and we will arrange for a replacement upon verifying your claims with the delivery company.

Can I return/exchange my products to Apple Fox Shop?

If you are not 100% satisfied with the product(s), get in touch with our customer support within 24 hours of receipt, and we’ll try our best to assist you in resolving the matter. Please note that as our products are perishable and sensitive to storage conditions, requests will be reviewed on a case-by-case basis for health and safety reasons. 

If the product is unopen (shrink wrap intact):

1)      Contact our Apple Fox Fulfilment Centre to request for a ‘Return Product’ pick-up.

2)      We will arrange for a pick-up time, and send our riders down to collect your return products in exchange for a new product.

3)      Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

If the product has been opened and/or consumed:

1)      No more than two (2) cans should be consumed, with at least half (50%) of each can’s beer / cider intact. We will retrieve these samples for safety and quality inspection purposes.

2)      Contact our Apple Fox Fulfilment Centre to request for a ‘Return Product’ pick-up

4)      We will arrange for a pick-up time and send our riders down to collect your collect your return products in exchange for a new product.

3)      Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

If you would like to request for a refund on your order, please refer to our refund policy for more details.

How do track my return status?

Our Customer Support will get in touch with updates, but feel free to contact our Customer Support for more information.

How long is the quality inspection process?

The quality of our products and safety of our consumers are very important to us. As every case is different, our Customer Support will get in touch with updates, but feel free to contact our Customer Support for more information.

Payments / Refunds

How does payment work?

We accept the following payment methods:

  • Online Bank Transfer

Upon successful payment, we will process your order accordingly and arrange for delivery. 

Our team is working hard to enable more payment options for your convenience soon.

Can I pay cash on delivery (COD)?

We do not accept Cash on Delivery at the moment, but our team is working to enable this feature as soon as we can.

Are payments made on your site secured?

If you opt for online banking, the transaction goes through your chosen banking service. We advise to ensure that this is a trusted source, and that we will not be responsible for any transaction related cases, unless the error is on our end, with your chosen service.

Can I change/cancel an order after payment has been placed? 

For any changes or cancellations out of the cancellation window, the full delivery charges will be incurred as each order is processed immediately and our riders may already be dispatched.

Please contact our fulfilment centre at +60 11 1722 5600 to change / cancel your order.

Type

Cancellation Window

Order Reimbursement

60-minute Cold Delivery

10 minutes

100% inclusive of GST & delivery charges


When will my order be charged? 

Your card will only be charged upon successful receipt of your order. You will receive an email update when your payment is successful. Occasionally, emails may end up in your Junk or Spam mail folder. You may also refer to your bank statement for transaction details. Please note that the transaction might take up to 3 business days to show on your bank statement, dependent on your chosen bank’s practices.

How do I request for an official receipt or a Sales Tax Invoice?

Upon successful transaction, you will receive a official sales tax invoice with your Order Confirmation email.

Can I request for a refund on my order to Apple Fox Shop?

If you are not 100% satisfied with the product(s), get in touch with our customer support within 24 hours of receipt, and we’ll try our best to assist you in resolving the matter. Please note that as our products are perishable and sensitive to storage conditions, requests will be reviewed on a case-by-case basis for health and safety reasons.

If the product is unopen (shrink wrap intact)

1)      Contact our Apple Fox Fulfilment Centre to request for a ‘Return Product’ pick-up

2)      We will arrange for a pick-up time and send our riders down to collect your order.

3)      Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

4)      If it clears our review, we will refund the price of the order within 3 working days via Eat Drink Play Repeat Sdn Bhd. Please note that the delivery fee for “Express 60 Minutes” option will not be refunded, as per our cancellation policy.

If the product has been opened

1)      No more than two (2) cans should be consumed, with at least half (50%) of each can’s beer / cider intact. We will retrieve these samples for safety and quality inspection purposes.

2)      Contact our Apple Fox Fulfilment Centre to request for a ‘Return Product’ pick-up

3)      We will arrange for a pick-up time and send our riders down to collect your order.

4)      Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

5)      If it clears our review, we will refund the price of the order within 3 working days via Eat Drink Play Repeat Sdn Bhd. Please note that the delivery fee for “Express 60 Minutes” option will not be refunded, as per our cancellation policy.

If you would like to request for a return or exchange on your order, please refer to our return policy for more detail.

Website / Mobile App

I can’t view your website?

The Apple Fox Shop is optimised for the following Operating Systems:

  • Windows 8 & above
  • Mac OSX 10.4 & above

 And the following browsers:

  • Internet Explorer 8.0
  • Google Chrome
  • Firefox
  • Safari (OSX)

 Clear your cookies and browsing cache in Internet Settings, restart your browser and try accessing the Apple Fox Shop again. Try adding Apple Fox shop to your browser whitelist, disable any ad-blockers.

Still having issues? Contact our customer service hotline and we are happy to help!

Where can I find your mobile app?

We do not currently have a mobile app, but the Apple Fox Shop is optimised for browsing on most smartphones!

 Just access www.Apple Foxshop.com.my as you would on any browser and start shopping!

The website crashed while I was checking out. Help, I am not sure if I have been charged!

Please check your email for any order confirmation, along with your credit/debit statement for any transaction. Contact our customer service if you would like further confirmation – we will be happy to help!

What is your stance on Use of Cookies (website)?

Apple Fox’s websites and online services may use “cookies.” Cookies enable you to use shopping carts and to personalize your experience on our sites, tell us which parts of our websites people have visited, help us measure the effectiveness of ads and web searches, and give us insights into user behaviour so we can improve our communications and products.

If you want to disable cookies in the Safari web browser, go to Preferences and then to the Privacy pane and choose to block cookies. On your iPad, iPhone, or iPod touch, go to Settings, then Safari, and then to the Cookies section. For other browsers, check with your provider to find out how to disable cookies.

Because cookies are used throughout our websites, disabling them may prevent you from using certain parts of the sites. 

The cookies used on our websites have been categorized based on the guidelines found in the ICC UK Cookie guide. 

Do you store my Personal Information?

Apple Fox’s websites and online services may use “cookies.” Cookies enable you to use shopping carts and to personalize your experience on our sites, tell us which parts of our websites people have visited, help us measure the effectiveness of ads and web searches, and give us insights into user behaviour so we can improve our communications and products.

We do not store any personal or payment information. Please contact our customer service if you have any specific concerns and we will do our best to address it.

Legal Compliance

Food Regulation

Apple Fox Shop is powered by Heineken Malaysia which is compliant to the Malaysia Food (Amendment) Regulations 2016.

Government / Religious Building Regulation

Taking spirits, etc., into barracks and police stations

17. Any person who, not being a person serving in the armed forces of Malaysia or in any local force or visiting force or a member of the police force, takes or attempts to take into any military barrack, guardroom or encampment, or on board or alongside any vessel-of-war belonging to or transport hired by the Government of Malaysia or of the country to which any visiting force belongs, or any vessel in the service of the Government of Malaysia or of any State in any port in Malaysia or into any police barrack, police station or lock-up or into any public hospital or mental hospital any intoxicating liquor, drug or preparation without the permission of the Commanding Officer or of the Chief Police Officer or of the person in charge of the public hospital or mental hospital, shall be liable to a fine not exceeding fifty ringgit or to imprisonment for a term not exceeding three months or to both and such liquor, drug or preparation and the vessels containing the same may be forfeited.

Public Areas or the immediate vicinity of any Court or of any public office or police station or place of worship.

Drunkenness and disorderly behaviour in public places

21. Any person who is found drunk and incapable of taking care of himself, or is guilty of any riotous, disorderly or indecent behaviour, or of persistently soliciting or importuning for immoral purposes in any public road or in any public place or place of public amusement or resort, or in the immediate vicinity of any Court or of any public office or police station or place of worship, shall be liable to a fine not exceeding twenty-five ringgit or to imprisonment for a term not exceeding fourteen days, and on a second or subsequent conviction to a fine not exceeding one hundred ringgit or to imprisonment for a term not exceeding three months or to both.

Unlicensed Reselling 

Permit & License required. We do not encourage or condone the reselling of our products.

Courier service reserves the right to reject any delivery if conditions or requests are deemed unsafe

Our engaged logistic services reserve the right to refuse dangerous requests at any location where they cannot be accepted in accordance with applicable law. We are unable to deliver products to recipients who are unable to provide official identification, not of legal alcohol drinking and buying age of twenty-one (21) years old, and is not a non-Muslim.

Are you of legal drinking age?

I'm aged 21 years old & above and a non-muslim
Are you of legal drinking age?
I'm aged 21 years old & above and a non-muslim.
SORRY, YOU HAVE TO BE OF LEGAL DRINKING AGE TO ENTER THIS SITE
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