FAQ

Home delivery service: Any order can be used

Service Area

Delivery service covers domestic areas only, overseas delivery is not available. Delivery service is available for Hong Kong Island, Kowloon, the New Territories and specific outlying island areas: Discovery Bay, Ma Wan and Tung Chung (Discovery Bay and Ma Wan require an additional $150 shipping fee).

It is not available for Cheung Chau, Lantau Island, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and Hong Kong International Airpot.

Delivery service is not applicable to locations that cannot be directly accessed by courier trucks. Our delivery service does not cover floors that are not directly connected by elevators. At this moment, most of the village houses are not covered by our delivery service. Or customers may pick up at Organic Plus stores.

Delivery will be rearranged if the lift is not in operation during delivery.

We provide delivery services for all orders subject to a minimum order value.

• For purchases below HK$500, a delivery service fee of HK$80 is required.
• Free delivery services if spending* entitle any purchase over HK$500(One parcel).
• If the customer's delivery location needs to go up the stairs, an additional $10 per box will be charged for the stairs.
  
• An additional fee of HK$25 will be charged for all Chilled and Frozen Food order independently (included purchase over HK$500 or above.).
• Room temperature products, Chilled products and Frozen products must be separate parcels.

* Spending refers to the total billed amount net of coupons, gift vouchers, used Mall Dollar cash rebate and other discount offers. (excluding HKTVmall e-Gift Vouchers)

We support credit card payment of VISA, MasterCard, American Express and PayPal payment. When payment is successful, you will receive a confirmation email on the order. Details of Coupon usage please refer to "Terms & Conditions".

• Once the order is confirmed, we will arrange the delivery for you immediately. It takes about 7 -10 working days(Except for special circumstances).
• If the product you ordered is out of stock or shipped for a longer period of time, we will inform you.
• Our delivery time is Monday to Saturday, no delivery on public holidays.
• If the 8th Gale hang or the Black Rainstorm Warning comes into effect, the delivery service time will be suspended.

We advise you to inspect your order at the time of delivery, particularly fragile items. If there are any issues please inform our staff, so we can resolve the situation quickly. Remember when you sign the delivery note you are confirming that you have checked your order and it is in perfect condition. It is therefore important to report any issues before you sign the note.

Remark: Please be reminded that each order will arrange 2 times delivery only. If delivery cannot be completed in 2 times, the third times or afterwards will be charged $100/time. 

Return

How to apply for a return?

If the product is returnable, you caneither choose to return or to exchange if it is damaged at the time youreceived it.

1. Retain all packing materialsincluding the original product packaging, invoice and any gifts.

2. First record the goods in thepicture, then contact the customer service department by phone to submit areturn request.

3. After confirming that the goodsstatus meets the requirements of the return policy, we will notify you of thereturn application as soon as possible.

4. We will notify you the status ofyour return as soon as we received and inspected the products. If eligible, weshall replace with a new item whenever possible. If the item is out of stock,refund shall be made in terms of Coupon (amount shall refer to the price at thetime of purchase) to your Organic Plus membership account.

We will issue Coupon as refund,including any Coupon used upon purchasing the refunded product. However, couponused at the purchase cannot be refunded or re-issued.

If you return the product for personalreason, your paid delivery fee (if the order associating with the product isless than $500) cannot be refunded.

Each order only allows returnonce.