Frequently Asked Questions

  • Where can I get my shopping delivered?
We deliver in Hong Kong Island, Kowloon, New Territories and some outlying islands including Tung Chung, Discovery Bay and Ma Wan. We can arrange special deliveries on demand if your area is not on the list.
To know more about the delivery areas please check our page “My deliveries” by clicking here.

 

  • Can I choose a time and day for delivery?
Yes, you can.
Your shopping cart can be delivered on the next day if you confirm before 4pm.
We do not deliver on Sundays and public holidays.
You will be offered a maximum of 3 timeslots to choose from depending on your delivery address:
- A: 9 am – 1pm
- B: 1pm – 5pm
- C: 5pm – 7pm
To know more about the delivery times please check our page “My deliveries” by clicking here.
 
Before checkout you should check your delivery details and especially your phone number. We cannot be responsible if the phone number is not reachable during the delivery.

 

  • I need to change my delivery details, how do I do that?

You can have access to your personal details on “My Account” and change your delivery or billing address from there.

Please note that once the order invoice has been sent to you by email, amendments or cancellations are not possible.

 

  • Can I collect my order from your warehouse?
You are welcome to collect your order from our warehouse located in:
ROOM 612, CHAI WAN HONG MAN INDUSTRIAL CENTRE, 2 HONG MAN STREET, CHAI WAN, HONG KONG
You will be able to fetch your package one hour after payment or as soon as the order is confirmed if payed by cash. Our warehouse is open Monday to Friday from 10am to 6pm. Please call at least 30 minutes before arriving.

 

  • What's the minimum order to receive free delivery?

Order value of HKD$500 or above will receive FREE delivery, while orders below HKD$500 will be charged a nominal fee of HKD$50.

 

  • What if I'm not home for my delivery? Do you deliver to my neighbourhood or security guard entrance?

If you are not home for the delivery, our driver will call you to organize a new delivery or leave the order to the entrance or a neighbour if you give us the right to do so.

 

  • What payment method do you accept?
We accept payment by credit cards and bank transfers. We also accept cash but only in the case of pick up.
If you choose bank transfers you will receive our bank details with your invoice. Once we receive your payment confirmation proof by email your order will be dispatched.

 

  • What is your refund policy?
When you receive your order if there is any lost, damaged or non-conform products you have 24 hour to contact us by phone: 2562 1382 or email: support@mymarket.com to make a claim. You may have to provide a picture in order for us to receive and accept the claim.
We will, after investigation, refund you within 3 working days.
In case of the reception of a mistaken products, we will refund the price difference with the one ordered. No exchange is possible once the order has been delivered. 
 
  • How do you guarantee your quality?
To guarantee our quality we select our own suppliers in France and we visit them as often as we can to insure a good product and communication with them.
We organise our shipments from Le Havre, France to Hong-Kong by sea or by air in controlled temperature containers to maintain an optimised temperature level during the transit.
In Hong Kong we have our own warehouse allowing us to control our products every day and make sure that they will be safe once they arrive at your place.

 

  • How can I contact you?

You can contact us by phone: 2562 1382 or email: support@mymarket.com for any claim, suggestion, feedback or question you may have.

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