1. Order Method

You may order via the “Macau Delivery” section on Nestlé HK eShop. Macau delivery is only applicable for products listed in “Macau Delivery” section on Nestle HK eShop. If you have queries about the Terms and Conditions of the delivery services, please contact Nestle HK eShop Consumer Service at cseshop@hk.nestle.com.

2. Payment Method

Payments on Nestlé HK eShop can be made by credit cards. Payments will be settled in Hong Kong Dollars.

3. Delivery Charge

For any single order with purchase of HK$350 or above (after discounts or/and promo and discount codes), free delivery service will be provided. Otherwise, HK$50 delivery fee will be included. The prices charged are those applicable on the day you order. We reserve our rights to change the purchase amount for free deliveries at any time.

4. Delivery Areas

Delivery services cover all areas in Macau except P.O. boxes, SF Stores, smart lockers and restricted districts. If there are no legal loading and unloading areas within 50m of the building, we will not provide deliveries. Our delivery service does not cover locations that are not directly accessible by courier trucks or floors that are not directly accessible by elevators. If there are no elevators at the delivery address or the floor is not accessible by elevators, we suggest picking up at ground floor, otherwise extra fee will be included based on the number of floors, excluding ground floor.

  • If the parcel is 1kg-10kg or the delivery address is between G + 1 and G+ 8, extra fee of HK$30 per floor will be included.
  • If the parcel is over 10kg and the delivery address is between G + 1 and G+ 8, extra fee of HK$60 per floor will be included.

5. Delivery Time

Our standard Macau delivery time is from Monday to Saturday, 9am – 6pm (Monday to Friday only for commercial and industrial buildings). There will be no deliveries on public holidays and Sundays. Normally, the expected delivery time is 5-7 working days after the order is placed. When the goods are ready, we will notify you by email and phone. Our courier will also contact you on the day of delivery to confirm the delivery time.

There will be no deliveries when typhoon warning signal No. 8 or above or black rainstorm warning is in force or under any weather conditions we think that will cause dangers on deliveries.

6. Changing Delivery Address

If there are any changes in your delivery address, you need to notice Nestlé or third party logistics company within 12 hours after your order.

If there is no recipient when the goods are delivered, we will notify the recipient by telephone (up to three times) within 7 days, and the second delivery will be arranged; if the recipient still cannot be contacted, the ordered goods will be stored up to one month; after one month, if we still fail to contact the recipient, the order will be automatically cancelled without refund. Please order again at our eShop.

7. Order Cancellation

Order cannot be cancelled or changed once they are placed. We recommend that you first put your favorite products into the shopping cart, and pay after confirming the order to enjoy the fun brought by online shopping.

8. Faulty, Defective, Damaged, Wrong Items and Quantity Received

Merchandise may be returned or exchanged within one (1) day of receipt if the merchandise you ordered are faulty, defective or damaged (with no fault on your part), or the merchandise are not what you ordered, or the delivery is of an incorrect quantity, provided that:

1) You can provide valid proof on the detail of the merchandise you required exchange;

2) You can show or upload valid document/proof to show the faulty merchandise are bought from us;

3) Visuals of the faulty product and parcel box are provided as soon as possible through electronic form under Contact Us at this site as a proof;

4) The merchandise that require exchange are not used and are kept at original state.

Once you meet the above requirements and confirmed by us, we will arrange the exchange with the same merchandise within seven (7) days. Unless the exchanged product is faulty, merchandise exchange will be limited to one (1) time.

Nestlé reserves the right to make amendments to these terms and conditions at its absolute discretion without any prior notice to you. You should review these terms and conditions before submitting any order. By submitting an order, you have accepted the terms and conditions applicable at that time.