Shipping policy

Effective date: 8 September 2026

Available fulfilment methods depend on the product and are shown on the product page or at checkout. Pavilion Hotel Kuala Lumpur currently offers hotel collection, delivery for eligible physical items within selected Kuala Lumpur and Klang Valley areas, and electronic delivery for e-vouchers.

1. Hotel collection
Collect your order from Pavilion Hotel Kuala Lumpur, 170 Jalan Bukit Bintang, 55100 Kuala Lumpur, on the confirmed date and time slot. Please bring your order confirmation and identification. If another person will collect for you, provide their name in advance where possible. Orders should not be collected before you receive confirmation that they are ready.

2. Delivery of physical items
Delivery availability and charges are calculated at checkout based on the eligible destination. Preparation and delivery estimates may vary by product and are not guaranteed delivery appointments. We will contact you if a material delay or stock issue affects your order.

Please provide a complete address, reachable telephone number and accurate recipient details. Someone must be available to accept the delivery. Additional charges may apply if redelivery is required because the address was incorrect, access was unavailable, or the recipient could not be contacted. We are not responsible for delay or non-delivery caused by inaccurate information or circumstances outside our reasonable control.

Inspect physical items promptly after delivery. Report an incorrect, damaged or defective item in accordance with our Return and Refund Policy.

3. Digital delivery of e-vouchers
E-vouchers are sent electronically to the email address supplied with the order, normally within 24 hours after successful payment confirmation. Please check the email address carefully and review spam or junk folders. If the voucher has not arrived after 24 hours, contact us with your order number. We are not responsible for delays caused by an incorrect email address or the recipient’s email provider, but we will assist with verification and re-sending where appropriate.

4. Contact
For collection, delivery or e-voucher assistance, email pavilionhotel-kualalumpur@banyantree.com or call +60 3 2117 2888.