FAQs
Ordering & Payment
How can I order?
Orders can be placed by registering an account on our website and then by adding items to you shopping cart, and finally by checking out.
I haven't heard of your shop before, are you legitimate?
We totally understand people's concern with scams these days, which is why you can rest assured when ordering from us, as not only do we have an online shop, but we also have physical brick and mortar locations that you can come and visit.
Why are the prices in your shop different from the prices on your website?
From time to time we will do different promotions, so make sure to keep your eyes peeled and to visit us frequently both in store and online.
What payment methods do you accept on the website?
Is your website safe?
Our website is PCI DSS Level 1 compliant, the highest level of compliance, which means it adheres to strict security standards for handling payment card information. Additionally, our website uses encryption, 3D Secure checkouts and its own risk analysis tools to protect transactions and prevent fraud.
Shipping & Delivery
Where do you deliver to?
We deliver to the majority of Hong Kong, with the exception of some hard to reach places, such as outlying islands. If you need a delivery to areas such as Discovery Bay or other similar places, feel free to reach out before hand so that we can make arrangements.
How long until I receive my order?
Generally speaking you should receive your order within 3-5 days, sometimes even earlier!
Do you offer free shipping?
Yes! Shipping is free for orders over HK$600! However for orders to Discovery Bay and other similar areas a surcharge will be applied. Please contact us prior to ordering.
What if I don't meet the minimum for free shipping?
All orders below HK$600 will be charged a $120 delivery surcharge.
Return & Refund
Can I cancel my order?
Yes, as long as the order hasn't be processed, we will issue you a 100% refund. However, once the order has been shipped out we will not be able to issue any refund and you will be charged the full amount.
What is your refund policy?
For food products we generally do not accept returns due to hygiene issues. However, should you have an issue with your order please do not hesitate to get in touch, we will be happy to investigate.
My item arrived broken I would like a refund?
Due to shipping and handling, there may be times when the outer carton of a product is creased or damaged, but the product inside is fine, eg. a box of cereal where the box may be damaged or scuffed, but the cereal inside is fine. In these circumstances no returns or refunds will be issued.
Product Issues
Why does your Cadbury's chocolate / M&Ms / Skittles etc look and taste different from the ones I normally buy?
Big brands have manufacturing facilities all over the world, the products that we stock mainly come from the UK. However, you will find retailers in Hong Kong may stock the same brands but the product is actually from China, Malaysia, Vietnam etc, made using different recipes and ingredients.
Why does the product I received look different from the one shown on your website?
From time to time manufacturers will change their product packing, while we do try and keep the information and images on our website up to date, this may not always be the case. However, rest assured the product is the same.
I am looking for something you don't currently stock, can I make a request?
Yes of course, feel free to get in touch and we will keep you posted if we stock it in the future.
There is something I really want from Tesco / Asda / Sainsbury's can you get it for me?
As much as we would like to help you, we are not a purchasing agent and do not go to supermarkets to fulfil you orders. Everything you buy from us is already physically in Hong Kong ready to ship.
What are the shelf life for your products?
Most of our products have good shelf life, however some specific categories of product such as crisps will have shorter shelf life than what we are accustomed to in Hong Kong, some crisps may only have 2-3 weeks shelf life. Please keep in mind BBD is not the same as USE BY.