Shipping policy

Last updated: [14/8/2025]

Overview

We ship temperature-sensitive gourmet products with insulated packaging and cold packs to maintain optimal freshness.
Orders are processed Monday–Friday, excluding public holidays.
Shipping times and availability vary by destination and product.

Order Processing

Order cut-off time: 5:00 PM HKT. Orders placed after cut-off process the next business day.
Processing time: 1 business day for in-stock items. During peak seasons, processing may take 1–2 additional days.
Order confirmation: You’ll receive an email confirmation when your order is placed, and a shipping confirmation with tracking when dispatched.

Cold-Chain Packaging

All chilled items ship in insulated packaging with ice/gel packs designed to maintain cold temperature during transit.
Upon delivery, refrigerate products immediately. If your order arrives cool to the touch, it remains safe. Gel packs may be partially melted on arrival; this is normal.

Shipping Destinations

Hong Kong SAR: Available for all eligible products.
Macau SAR: Available for select products; some items may be restricted due to customs or shelf-life.
International: Available to select countries subject to import restrictions, customs clearance, and carrier feasibility.
Restricted destinations: We do not ship to P.O. Boxes or countries that restrict import of caviar or chilled foods. If an order is placed to a restricted destination, we will contact you to arrange alternatives or issue a refund.

Shipping Methods and Estimated Timeframes

Hong Kong (Local Courier / Express): 1–2 business days after dispatch.
Macau (Cross-Border Courier): 2–4 business days after dispatch.
International Express (e.g., DHL/FEDEX): 2–7 business days after dispatch, subject to customs clearance.
Saturday/Sunday or holiday delivery may be limited depending on carrier availability.

Shipping Rates

Hong Kong: Flat rate HKD 200 or free over HKD 650.
Macau: Flat rate HKD 400
International: Calculated at checkout based on destination, weight, and service level.
Any duties, taxes, or import fees are the recipient’s responsibility and are not included in product or shipping prices unless expressly stated.

Same-Day and Scheduled Delivery (Hong Kong)

Same-day delivery may be available within designated districts for orders placed before the cut-off time. Fees apply.
Scheduled delivery windows (date/time) can be requested at checkout or via Customer Care; availability depends on courier capacity.

Shipment Tracking

Delivery Attempts and Authority to Leave

Couriers may require a signature. If no one is available, a re-delivery may be arranged, and additional fees may apply.
For perishable items, we recommend selecting a delivery address where someone can receive the parcel on the first attempt.
If you authorize the courier to leave the parcel without signature, you assume responsibility for temperature control and any loss/damage after delivery.

Address Accuracy

Please ensure your shipping address, contact number, and delivery instructions are accurate. We are not responsible for delays or losses due to incorrect or incomplete addresses.

Weather, Customs, and Unforeseen Delays

Severe weather, customs inspections, or carrier disruptions may cause delays. We will assist where possible, but such delays are outside our control.

Damages, Temperature Concerns, or Missing Items

Inspect your order immediately upon delivery. If items are damaged, missing, or temperature-compromised:
- Contact us within 24 hours of delivery with your order number, photos of the packaging and product, and a description of the issue.
- Do not discard products or packaging until we advise, as photos/return may be required for claims.
Approved claims may be resolved via replacement, store credit, or refund, at our discretion.

Order Changes or Cancellations

To modify or cancel an order, contact us as soon as possible. We can only accommodate changes before the order is processed for shipment.
Once dispatched, orders cannot be rerouted or canceled.

Click & Collect (if applicable)

Pickup location: Retail Shop
Pickup window: Depends on the shop
Bring your order confirmation and ID. Orders not collected within 5 days may be canceled; perishable items are not held beyond safe timelines.

Holiday Periods

During public holidays and peak seasons, processing and delivery times may be extended. We recommend ordering early to ensure availability.

International Import Compliance

The customer is responsible for ensuring that caviar and other products are permitted for import in the destination country and for providing any required permits or documentation.
If a shipment is rejected or destroyed by customs due to regulatory reasons, we cannot issue a refund unless the goods are returned to us in saleable condition.

Non-Delivery Due to Customer

If delivery fails due to incorrect address, lack of recipient availability, refusal to pay duties/taxes, or refusal to accept the parcel, the order may be returned or disposed of. Perishable goods often cannot be returned. Shipping fees and product costs may not be refundable in such cases.

Sustainability

We strive to use recyclable and/or reusable insulation materials where feasible while maintaining product safety.

Notes to customize before publishing:

Fill in cut-off time, local rates, international countries served, carriers, and contact details.
Confirm whether same-day or scheduled delivery is available and list covered districts.
Align with your Refund/Return Policy for perishable items and link between policies.

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