a) Payments on Nestlé HK eShop can be made by credit cards. 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.
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) There will be free deliveries for purchase over $350. We reserve our rights to change the purchase amount for free deliveries at any time. Delivery service is limited to local delivery, overseas delivery is currently not available. Delivery service is limited to Hong Kong and Macau, overseas delivery is currently not available. Hong Kong delivery service covers Hong Kong Island, Kowloon, the New Territories and Tung Chung. However, the following outlying island areas are currently out of our service coverage area: Discovery Bay, Ma Wan, Hong Kong International Airport, Cheung Chau, Lantau Island, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery and Tai O. Delivery services do not cover mailboxes, SF Stores, smart lockers and restricted districts, including Shenzhen Bay Port, Lok Ma Chau, Man Kam To, Sha Tau Kok, Lo Wu and Hong Kong International Airport.
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). Normally, the expected delivery time is 1-3 working days after the order is placed (working days only include Mon – Fri). If there are any special promotions, or under the situation of overwhelming orders, the estimated delivery time will be delayed. 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.
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) Yogurt, ice-creams and other grocery products are delivered separately. If you have ordered any ice-cream products, you will be contacted by phone to confirm the delivery date of the ice-cream products 1-2 working days after the order is placed. 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 KITKAT®️ 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.
For orders containing yogurt products, the yogurt products will be delivered separately from ice-cream and other grocery products. Orders will also incur an additional delivery fee of HK$20 (even if the order is over $350). You will be contacted by phone to confirm the delivery date of the yogurt products 1-2 working days after the order is placed. 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.
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 or according to the Terms and Conditions of KITKAT®️ products 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 (excluding orders containing KITKAT®️ products). 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) For any single order with purchase over HK$350 (after discounts or/and coupons and discount codes), free delivery service will be provided. Otherwise, HK$50 delivery fee will be included.
n) There will be no further notice on any changes on the promotion conditions above.
o) If there are any disputes, we reserve the right of final decision and interpretation.