Payment & Delivery

Payment

a) Payments on Nestlé HK eShop can be made by credit cards, Octopus, PayMe, FPS, Alipay, WeChat Pay or UnionPay. Payments will be settled in Hong Kong Dollars.

b) Payment methods are subject to changes at anytime. Changes made will be announced through email, mail and posted on Nestlé HK eShop website.

c) If you are using credit card to make order, we will ask for authorization from the issuing bank, withholding the whole order fee through this process. When we prepare for dispatch, you cannot use the authorized amount, and the order fee will be officially deducted from your credit card after sending out the final receipt.

d) If you have already returned the merchandise or the merchandise is out of stock before deduction, we will contact the bank by deadline on that day (22:00) and request for cancelling authorization. Any authorization from your credit card will be returned as long as 30 days, according to different issuing organizations. For detail arrangements, please contact related financial institutions.

e) We use third party payment service to process online transactions. When you place an order, you agree and accept that your credit card information will be collected, processed, and kept by us and a payment service provider subject to its terms and conditions. You agree and accept that you are solely and exclusively responsible for any losses incurred or sustained by you in making credit card transaction, and in no event shall any such losses in whole or in part be borne by us.

f) Minimum order value for Pick & Mix Ice Cream and Frozen Confections (including Party Set) would be HK$200 after discount. Orders less than HK$200 will not be able to be checked out. (Not applicable on Limited Time Flash Sales Ice Cream case offer)

g) Member zone exclusive promotion is only applicableto Nestlé HK eShop member. Please log into Nestlé HK eShop membership account inorder to enjoy the offers. Once you purchase the member zone exclusivepromotional products, the price will be adjusted automatically in the shoppingcart.

Delivery

a) There will be no deliveries on Hong Kong & Macau public holidays, Sundays, 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.

b) 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.

c) Except as otherwise provided in the terms and conditions, for any single order with purchase value of HK$450 after discount or above, free delivery service will be provided. Or for any single order with purchase value of HK$300 after discount or above, free locker pick-up service will be provided. Otherwise, HK$50 delivery fee will be charged. We reserve our rights to change the purchase amount for free deliveries at any time. Delivery service is limited to Hong Kong and Macau, overseas delivery is currently not available. 

Delivery service is not applicable to P.O. mailbox addresses, SF stores, SF lockers, restricted areas, remote areas and the following locations:

- Kowloon: Kwun Yam Shan, Lei Yue Mun Praya Road, all country parks
- New Territories: Lo Wu, Sha Tau Kok, Man Kam To, Ta Kwu Ling, Hok Tau, Luk Keng, Mai Po, Lau Fau Shan, Lok Ma Chau, Lung Kwu Tan, Lin O, Shuen Wan, Pak Tam Chung, Hoi Ha Wan, Po Toi O, Banyan Tree O, Damiao, Upper Wo Che, Lower Wo Che
- Outlying Islands: (except for Tung Chung, Ma Wan, and Discovery Bay; delivery only available for dry goods in Ma Wan and Discovery Bay)

*Due to the wide coverage of service, remote areas may not be fully listed. If you have any questions, please contact Nestlé Consumer Services (2179 8888) for verification.

For Macau delivery, delivery service covers all areas in Macau except mailboxes, SF Stores, smart lockers and restricted districts.

d) Our standard Hong Kong 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 1-3 working days after the order is placed (working days only include Mon – Fri). When the goods are ready, we will notify you through email and SMS. Our courier will also contact you on the day of delivery to confirm the delivery time. Delivery might be delayed during promotions or with unexpected increase of orders.

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 5-8 working days after the order is placed (working days only include Mon – Fri). 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.

e) Ice cream or frozen confections are delivered together with other grocery products (including Cereal Bar products). If you have ordered any products requiring chill or frozen storage, please choose delivery date in the cart page. Our courier will contact you again by phone to confirm the delivery time on the day of delivery. Please ensure there is an authorized person to receive the parcel at the designated delivery time.

For orders containing Cereal Bar products, all products in the order will be delivered to the address provided when the goods are ready. You will be contacted by phone to confirm the delivery time on the delivery day. Please ensure there is an authorized person to receive the parcel at the designated delivery time. If there is no authorized person mentioned above, we will leave your parcel at the door / pass it to the management office of your building. Delivery packaging contains ice gel pack, please do not eat or drink.

f) No dry ice is provided in the delivery.

g) Delivery fee to door (if applicable): 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.

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

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

h) We will deliver the merchandise ordered by you to the address you give us for delivery at the time you make your order through a third party provider. You agree to present your photo identification upon request when you acknowledge receipt of the merchandise. The merchandise shall be, and shall be deemed to be, delivered and accepted by you when the merchandise are delivered to the address you give us for delivery. You agree and accept that we are entitled, at our option, to charge you additional costs or cancel your order without any refund or compensation to you in the event of your failure to accept delivery for whatever reasons.

i) 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.

j) You will become the owner of the merchandise you have ordered when they have been delivered to you. Once merchandise has been delivered to you they will be held at your own risk and we will not be liable for the loss or damage.

k) We only provide delivery service to the entrance of the address on the registration form, without the obligation or responsibilities to other places you provide. You must sign and record the receiving time on the receipt to confirm you have received the parcel (Unless you have made special instructions to Nestlé that we can leave the parcel outside the door and you have paid the delivery fee (You are responsible for the risk of this kind of delivery arrangement)). You must ensure there is authorized person to receive the parcel and pay the fee at the designated delivery time who is over 16 years old. If there is no authorized person mentioned above, we will try to deliver at another designated delivery time. Nestlé reserve the right to charge extra fee under this situation.

l) You must check if there are damaged products when you receive them. If there are damaged products, please fill in the electronic form under Contact Us at this site to arrange exchange of product. We reserve the right to reject any exchange of products that are signed when received.

m) There will be no further notice on any changes on the promotion conditions above.

n) If there are any disputes, we reserve the right of final decision and interpretation.