Ordering, Self-Pickup, and Delivery Instructions
Koon Wah Customer Service Hotline: (852) 2386 2068
Email: info@koonwahfood.com.hk
Whatsapp (852) 9097 8562
WeChat 85290978562
Koon Wah Office Hours: Monday to Friday 9:30am – 1:00pm; 2:30pm – 5:30pm (excluding public holidays)
** For business cooperation discussions, please feel free to contact Koon Wah Customer Service Hotline directly during office hours.
**** Order cut-off time: Monday to Friday 3:00pm (excluding public holidays)
**** Delivery time slots: Hong Kong Island every Tuesday and Friday 12:00pm – 5:30pm (excluding public holidays)
Kowloon every Monday and Thursday 12:00pm – 5:30pm (excluding public holidays)
New Territories every Wednesday 12:00pm – 5:30pm (excluding public holidays)
Outlying Islands will be shipped on Tuesday/Friday after payment confirmation (customers pick up at the pier)
Delivery Service - Commercial Building
Customers who purchase over $599 can enjoy one free delivery service, limited to one delivery address per order, and only to commercial buildings (excluding outlying islands, airports, container terminals, and remote areas). If the total amount does not meet the specified amount, a delivery fee of $60 will be charged.
Home Delivery Service - Free Delivery to Your Door
Currently, customers who shop at Koon Wah Food stores or online and spend over $599 can enjoy the "Home Delivery Service," where products will be delivered directly to the customer's home without any delivery fee. (For remote areas such as: airport, Tung Chung, Stanley, and outlying islands, a minimum purchase of $1000 is required to enjoy this service).
＊＊To ensure the health of customers and staff, the delivery team will place the products at the customer's door and take a photo to confirm delivery, avoiding entry into the customer's residence; delivery staff will call the customer to notify them of the approximate delivery time and will ring the doorbell or call to inform the customer upon delivery.
＊＊If the customer chooses delivery to a building with confirmed infection cases within 14 days, the delivery staff will only arrange for handover at the ground floor of that building.
Currently, customers who shop in-store and spend over $600 can also enjoy the "Koon Wah Self-Delivery" service.
Koon Wah Store Self-Pickup Service
Customers can enjoy the Koon Wah store self-pickup service for any purchase, including Kwai Fong Office, Prince Edward Specialty Store, and Wan Chai Specialty Store.
Partner Self-Pickup Point / Self-Pickup Locker Usage Instructions:
SF Express - SF Station / SF Smart Locker Self-Pickup Service (postage to be paid)
1. Customers can choose SF Express (postage to be paid) service for any purchase.
2. All products are applicable for use at SF Station / SF Smart Locker.
3. The total weight of goods for SF Smart Locker: not exceeding 4 KG. The maximum package size is 375.6 x 304 x 454 mm.
4. SF Smart Locker self-pickup orders will be shipped in order after confirmation, and the arrival time is subject to actual conditions.
5. The shipping time is after the order arrives at the designated smart locker, you will receive a pickup password via SMS, which will only be sent to the phone number entered when confirming the order. After receiving the password, please pick up the item within the specified time, otherwise the order will be canceled. SF Smart Locker: within 30 hours. Koon Wah Food Co., Ltd. will not be responsible for any issues arising from incorrect input that prevents receiving the SMS / being picked up by others.
6. If the goods have not been picked up 48 hours after arriving at the SF Smart Locker, the delivery person will retrieve the package at any time and cancel the order without further notice.
7. For details about SF Station, please refer to the following website:
8. For details about SF Smart Locker, please refer to the following website: https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/index.html
9. Some smart lockers are limited to residents for pickup. If you are not a resident of the estate, please do not choose the smart locker of that estate. Koon Wah Food Co., Ltd. will not be responsible for any inability to pick up due to not being able to enter the estate.
10. In case of disputes, SF Express reserves the final decision.
ZTO International - Self-Pickup Point (postage to be paid)
1. Customers can choose ZTO International (postage to be paid) service for any purchase.
2. Volume calculation formula: Length x Width x Height (CM) ÷ 8000 (CM), the greater of volumetric weight and actual weight will be charged. If less than 1KG, it will be charged as 1KG.
3. After the goods arrive at the self-pickup point, the customer will receive an SMS notification from ZTO to pick up the items.
4. Customers can use the SMS to pick up the goods, the free storage period at the self-pickup point is calculated from the day the SMS is sent for three working days (excluding Sundays and public holidays), please pick up the goods as soon as possible after receiving the SMS to avoid incurring an additional daily storage fee of $5, which will be charged by ZTO.
5. Please check carefully when picking up, goods cannot be returned or exchanged once they leave.
6. For ZTO International self-pickup points / lockers, please refer to the following website:
7. In case of any disputes, ZTO International reserves the final decision.
The following images are for reference only:
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| ＊This is our46x27x22cmcardboard box | ＊Product placement illustration 1 box can approximately hold 3 packs of 80g shrimp chips 3 packs of 100g vegetarian oyster sauce biscuits 1 pack of 45g premium accordion squid 3 packs of 40g airplane lemon king 1 pack of 135g water-soaked biscuits 1 pack of 140g belly button biscuits |
Ordering Instructions
1. After receiving your order, our company will confirm the order by phone within 3 working days during office hours. If the customer does not receive our phone order confirmation within 3 working days, please contact Koon Wah Customer Service Hotline.
2. Pre-order items cannot be changed or canceled once confirmed by Koon Wah Food, and any payments made are non-refundable.
3. Individual shipping fees may not be displayed on the billing statement, and the final shipping fee will be confirmed by Koon Wah customer service staff when confirming the order.
4. Delivery service and home delivery service: Delivery will be arranged for the customer within 15 working days after receiving the company's order confirmation. (If there are special requests, please feel free to note them when placing the order or inquire with Koon Wah customer service staff in advance.
Self-pickup service: The order will arrive at the self-pickup point within 4 working days after receiving the company's order confirmation, and we will notify the customer to pick up the goods. Goods will be kept at the self-pickup point for 5 days, and if not picked up within the specified time, please contact Koon Wah Customer Service. (Goods exceeding the self-pickup time limit will be treated as canceled orders, and no refunds will be provided)
SF Express / ZTO International (postage to be paid) service: The order will be handed over to the courier company for service within 3 working days after receiving the company's order confirmation.
5. Delivery service and home delivery service: Customers can choose the delivery time slot, but not a specific time. Delivery personnel will try to notify by phone before delivery, and if the phone cannot be reached or the recipient cannot receive the goods within the agreed time, or if another delivery time needs to be arranged, our company reserves the right to charge the customer an additional delivery fee.
6. Delivery service will not be provided on Saturdays, Sundays, public holidays, or when the Hong Kong Observatory issues a black rainstorm warning or a No. 8 typhoon signal. Self-pickup service will not be provided when the Hong Kong Observatory issues a black rainstorm warning or a No. 8 typhoon signal.
7. Customers are requested to check the goods immediately upon receipt, and if any product issues are found, they can contact Koon Wah Customer Service Hotline within 2 hours of receipt.
8. If the customer requests to change the delivery requirements (such as delivery contact person, placing goods outside the door, etc.) and causes any problems or damages, our company will not be responsible for any liability.
9. All images and information on this website are for reference only.
10. The above terms and instructions, in case of any disputes, Koon Wah Food Co., Ltd. reserves the final decision.