Shipping policy

Order processing:

  • Orders completed in the online store will be reviewed within 24 hours and shipped within 3 to 5 working days after confirming your order
  • All orders are processed on working days (Monday to Friday). If you place an order on a weekend or public holiday, it will be processed on the next working day
  • We cannot guarantee the accuracy of product descriptions, product images, prices, promotions, inventory, ingredients or other information or content on the website. We cannot confirm the price of the goods before the order is shipped. We reserve the right to modify or update website information, or cancel the order due to inaccurate or missing information. We will not deduct money from your credit card before your order enters the shipping process. If we cancel the order after debiting your credit card, we will refund all the money you have paid to your account. Any order that does not meet our terms and conditions, reserves the right to cancel the order

This website provides the following delivery services:

  • General delivery service (only for Hong Kong Special Administrative Region, China)
  • By the way, smart locker self-pickup service (only for Hong Kong Special Administrative Region, China)

freight:

Except for the promotional activities specifically specified by the official online store, the general shipping costs are handled as follows:

  • With net purchases of HK$500 or more, you can enjoy the general shipping offer for free
  • If the net purchase amount is less than HK$1000, a shipping fee of HK$30 will be charged

Delivery scope:

Standard delivery service areas include Hong Kong Island, Kowloon, New Territories and outlying islands. There is no delivery service in designated areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O, Siu Ho Wan, Po Toi Island
Do not use a post office box as the delivery address
Each order can only be sent to one address. If you want to deliver goods to different addresses, please place orders separately according to different addresses

General delivery time:

  • Under normal circumstances, the standard delivery service will be delivered to the delivery address within 3 to 5 working days. Orders from remote areas in Hong Kong will take 1 to 2 working days to be delivered
  • Monday to Saturday delivery time: 9 am to 7 pm
  • Sundays and public holidays: no delivery service
    • Order processing and delivery will only be carried out on weekdays (excluding public holidays)
    • In case of holidays or extreme weather conditions, the delivery time may be extended
    • Once the order is confirmed, the delivery address cannot be changed, and Fresh will not be held responsible for the wrong address on the order
    • If the customer fails to receive the parcel due to personal reasons, please contact SF Express to arrange
    • Shipment to outlying islands may take an additional two days
    • All orders must be signed for confirmation

By the way, smart locker self-pickup service (only for Hong Kong Special Administrative Region, China)

  • Guests can choose the designated smart locker to pick up their goods during checkout
  • Please double confirm that the entered Hong Kong phone number (+852) can receive Hong Kong text messages (SMS)
  • After confirming that the payment is successful, it usually takes 1-2 working days for the order to be processed and sent, depending on the inventory.
  • After the goods are sent out, they will usually be delivered to the designated smart locker within 2-3 working days. The recipient’s phone number will receive a short message of the pickup password sent by SF Express
  • Customers can go to the designated smart cabinet and enter the password to pick up the goods
  • Please pick up the goods within 30 hours after receiving the SMS. For the arrangement of overdue goods, please call SF Express customer service hotline +852 2730 0273

Cargo tracking/change of address:

  • Please contact SF Express by yourself (general delivery service)
  • After the goods are shipped, if you need to change the address, please contact SF Express to make another arrangement. The additional costs incurred must be paid for
  • If the customer fails to receive the parcel due to personal reasons, please contact SF Express to make arrangements. If the shipment fails repeatedly, your order may be cancelled and the company will not refund