Frequently Asked Questions
1 - 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 Delivery.
2 - CAN I CHOOSE A TIME AND DAY FOR DELIVERY?
Yes, you can. Your shopping cart can be delivered the next day if you confirm before 4:00 pm.
We might have a special arrangement for public holidays.
You will be offered a maximum of 3 timeslots to choose from depending on your delivery address:
- Timeslot A: 9:00 a.m – 1:00 p.m
- Timeslot B: 1:00 p.m – 5:00 p.m
- Timeslot C: 5:00 p.m – 7:00 p.m
To know more about the delivery times please check our page Delivery.
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.
3 - 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 for future orders. If your order is already confirmed, you should contact us as your order cannot be modified by yourself. We will be happy to update it for you.
Please note that once the order invoice has been sent to you by email, amendments or cancellations are not possible.
4 - 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 paid by cash. Our warehouse is open Monday to Friday from 10:00 am to 6:30 pm. Please call 30 minutes before arriving.
5 - WHAT'S THE MINIMUM ORDER TO RECEIVE FREE DELIVERY?
The order value of HK$750 or above will receive FREE delivery, while orders below HK$750 will be charged a nominal fee of HK$80.
6 - 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 at the entrance or a neighbour if you give us the right to do so.
7 - 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.
Our bank details are:
WORLD WIDE FOOD DISTRIBUTION LTD
HSBC TSIM TSA TSUI BRANCH
4/F 82-84 NATHAN ROAD TSIM SHA TSUI
KOWLOON HONG KONG
CODE BANK 004 | CODE BRANCH 817 | SWIFT HSBCHKHHHKH
BANK ACCOUNT 817-529092-838
Once we receive your payment confirmation proof by email your order will be dispatched.
8 - WHAT IS YOUR REFUND POLICY?
When you receive your order if there are any lost, damaged or non-conform products you have 24-hour to contact us by phone: 2562 1382 or email: firstname.lastname@example.org 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 mistaken products, we will refund the price difference with the one ordered. No exchange is possible once the order has been delivered.
9 - 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 ensure 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.