1. Will I Be Charged A Delivery Fee?
For orders over HKD300:
Free delivery service to any Hong Kong’s or Macau’s industrial / commercial address, S.F. Express Service Center, S.F. Store, EF Locker, Circle K 7-Eleven for orders over HKD300.
Additional Surcharge HKD30 is applied to any Hong Kong’s or Macau’s residential address / remote areas.
For Order under HKD300:
A HKD30 delivery fee will be charged for Hong Kong’s or Macau’s industrial / commercial address, S.F. Express Service Center, S.F. Store, EF Locker, Circle K/ 7-Eleven at checkout.
Additional Surcharge HKD30 is applied for Hong Kong’s or Macau’s residential address / remote areas.
Please see below link for further information regarding Hong Kong Remote Area Coverage:
You may also pick up your orders at our office/showroom located in Tsuen Wan and Sheung Wan.
2. When Will My Order Be Delivered?
Delivery within Hong Kong:
approximately 2 to 5 working days
Delivery within Macau:
approximately 2-7 working days
Pick up at Tsuen Wan showroom:
approximately 1 working day
Pick up at Sheung Wan office:
approximately 2-3 working days
Delivery days may change subject to the availability of the products and the accuracy of the delivery addresses and contact information provided at check out.
3. Can I trace the delivery status of my order?
Once the order is confirmed and ready for delivery, you'll receive a Product Dispatch Confirmation email from our warehouse; a tracking number will be provided in the Product Dispatch Confirmation email for you to track the delivery status via the respective courier’s website.
4. What happens if my delivery goes missing or is damaged?
In case of any problems with your delivery, Gourmet Kitchen will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience as to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate. If you found your parcel is damaged during the delivery, please contact the Gourmet Kitchen Customer Service and provide your Order Number and detail with the proof of damaged.
5. Can I change my shipping address?
Once you received our Sales Confirmation email, you will not be allowed to amend your shipping address. If you would like to amend your shipping details, please contact Gourmet Kitchen Customer Service.
6. I missed my delivery
Missed a delivery attempt from us? Don't worry, we'll make a maximum of two delivery attempts to deliver your order! If we fail to reach you at your specified shipping address, our delivery provider will leave you a message or give you a call. A re-delivery will be attempted on the next consecutive working day.
You may find the contact or hotline of our delivery provider in the Product Dispatch Confirmation email once order has been shipped.
RETURN & EXCHANGE POLICY
1. Can I Return Or Exchange An Item?
Due to hygiene and safety reasons, all products purchased at Gourmet Kitchen cannot be returned or exchanged. If you suspect the product is defective, please contact Gourmet Kitchen Customer Service.
Return Or Refund of a product cannot be accepted in the following cases:
Products that have been used or worn.
Any damage or loss items caused by man-made, misuse, abuse, neglect, wear and tear, accidents, natural disasters, or other events are not accepted.
Defected items must be returned or exchanged within 7 days upon receipt, , provided that: products with the proof of purchase, their original case/package, tags attached on the product, other included items, warranty, anti-counterfeiting label, certificate, or any part of a set item.
**Please note that all shipping cost of return shall be borne by the customer.
2. How to Return - Exchange or Refund
Please send your damaged product photos, contact details and the proof of purchase to Gourmet Kitchen Customer Service by email to firstname.lastname@example.org or by whatsapp to (852) 6996 9409. Once your case is filed and accepted for exchange or refund, you will have to send the defected products back to Gourmet Kitchen Customer Service for verification.
3. How Long Will It Take To Receive My Refund?
It may take approximately 2-3 business weeks for the refunds to appear in customers’ assigned bank account. We do not allow cash refund for security purposes. Please note that customer will be responsible for any bank fee occur during the refund transaction process and an additional surcharge (10%) will be charged for refund. In case of any disputes, Gloxis Development Ltd. reserves the right of final decision.