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 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 Methods

1) Home Delivery

  • Macau home delivery service is only available for products in the "Macau Delivery Section".

2) Pickup Service

  • Applicable only to products in the "Pickup Zone"; and
  • The total weight of the goods must not exceed 5 kg, and the total dimensions must not exceed 45 x 31 x 35 cm.
  • Applicable only to Hong Kong and designated outlying island areas. It is not available for Macau orders.

Delivery Charges

1) Home Delivery

  • Free home delivery is available for purchases of HK$450 or above after discounts.
  • For purchases with a net value below HK$450, the home delivery fee is HK$50.

2) Pickup

  • Free pickup service is available for purchases of HK$300 or above after discounts.
  • For purchases with a net value below HK$300, the pickup service fee is HK$50.

Delivery Areas

1) Delivery services for ambient products (including cereal bar products) cover Hong Kong and Macau, and designated outlying islands (including but not limited to Tung Chung, Ma Wan, Discovery Bay, Cheung Chau, Peng Chau, Lamma Island, Tai O and Mui Wo).

2) Delivery services for ice cream and frozen confections cover Hong Kong only (including but not limited to Tung Chung, Ma Wan and Discovery Bay), excluding outlying islands.

3) Delivery service is not available for P.O. boxes, restricted areas, remote areas, prohibited areas, pickup points/lockers not operated by the designated logistics service provider, or the following locations:

  • Kowloon: Kwun Yam Shan, Lei Yue Mun Hoi Pong Road, and 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 Au, Shuen Wan, Pak Tam Chung, Hoi Ha Wan, Po Toi O, Yung Shue O, Tai Miu, Sheung Wo Che and Ha Wo Che

4) Nestlé Hong Kong Limited may update the delivery coverage, delivery schedules and handover locations from time to time, including to reflect changes in the services provided by its logistics service provider.

5) Due to the extensive service coverage, not all remote areas can be listed. For enquiries, please email your delivery location to cseshop@hk.nestle.com before placing an order.

Delivery Time and Date

Under normal circumstances, the estimated delivery time is 1 to 3 working days after an order is placed for Hong Kong (Delivery to designated outlying island areas will be arranged according to designated delivery schedules and pick-up at designated locations. Please see Cainiao Hong Kong website for details), and 5 to 8 working days after an order is placed for Macau. If an order contains ambient products (including cereal bar products) and ice cream or frozen confections, we endeavor to meet customer preferred delivery date wherever possible. Dispatch may be slightly delayed during special promotions or periods of high order volume.

1) Home Delivery

  • Monday to Saturday, 9:00 a.m. to 6:00 p.m. (deliveries to commercial buildings are available Monday to Friday only). Delivery service is not available on public holidays and Sundays. The courier will call the recipient on the delivery day to confirm the delivery time.
  • If an order contains both ambient products (including cereal bar products) and ice cream or frozen confections, the ambient products and the ice cream or frozen confections will be delivered separately by the respective logistics service providers.

2) Pickup Service

  • Customers will receive a WhatsApp notification when the parcel arrives at the pickup point.
  • Opening hours vary by pickup point. Please refer to the latest announcements/notices from the logistics service provider for details.
  • Parcels will be stored free of charge for up to 3 working days. From the 4th working day, a storage fee of HK$10 per working day per order will apply. If a parcel remains uncollected for more than 7 working days, the logistics service provider may dispose of it in accordance with its applicable rules. The parcel will be returned to our designated warehouse without further notice. If the customer fails to collect the parcel within the specified period, the customer will be responsible for any late collection and return fees charged by the logistics service provider.

Order Tracking

1) Orders for ambient products (including cereal bar products) within Hong Kong and designated outlying island areas will be delivered by "Cainiao Hong Kong". Delivery status and scheduled orders can be checked on the Cainiao Hong Kong official website.

2) Orders for ice cream and frozen confections in Hong Kong, and orders for ambient products (including cereal bar products) in Macau, will be delivered by "SF Express". Delivery status and scheduled orders can be checked on the SF Express official website.

Additional Delivery Terms and Conditions

The following provisions form part of these delivery terms and conditions. By placing an order and selecting a delivery method, the customer agrees to be bound by these provisions.

1) "working day" means Monday to Friday, excluding Hong Kong/Macau public holidays.

2) When Typhoon Signal No. 8 or above or the Black Rainstorm Warning Signal is in force, delivery service will be suspended if we determine that the prevailing weather conditions are unsuitable or unsafe for delivery.

3) Delivery may be delayed, suspended or rescheduled due to actual circumstances such as traffic, location, weather and other factors. The Company accepts no liability for any such delay or rescheduling, whether or not the cause is within the Company's control.

4) No delivery service can be provided if there is no legal loading/unloading area within 50 metres of the building. Delivery service does not cover locations that cannot be directly accessed by vehicles of our logistics service providers, or buildings that cannot be reached by a properly functioning lift.

5) If the building lift is not operating normally at the time of delivery, we will arrange another delivery time.

6) Staircase handling fee (if applicable): If the delivery address has no lift, or the lift does not reach the floor of the delivery address, customers are advised to receive the goods on the ground floor. Otherwise, an additional service fee will be charged per floor, excluding the ground floor.

  • For ambient products (including cereal bar products) weighing ≤5 kg, an additional service fee of HK$10 per floor will be charged, starting from G/F + 1.
  • For ambient products (including cereal bar products) weighing >5 kg to 20 kg, an additional service fee of HK$30 per floor will be charged, starting from G/F + 1.
  • For ambient products (including cereal bar products) weighing >20 kg to 50 kg, an additional service fee of HK$50 per floor will be charged, starting from G/F + 1.
  • For ambient products (including cereal bar products) weighing >50 kg, an additional service fee of HK$80 per floor will be charged, starting from G/F + 1.
  • For ice cream and frozen confections weighing ≧20 kg, an additional service fee of HK$30 per floor will be charged, starting from G/F.

7) Goods will be deemed delivered and received when they are delivered or made available for collection in accordance with the delivery method selected by the customer. Nestlé Hong Kong Limited is under no obligation to deliver the goods to any location other than the delivery or collection location applicable to the selected delivery method.

8) For home deliveries, when acknowledging receipt, the courier may require the customer to present relevant proof of order for verification. The customer must sign for receipt, except where the customer has given special instructions to Nestlé Hong Kong Limited or the logistics service provider to leave the goods (excluding ice cream and frozen confections) outside the door or with building management, in which case the customer accepts the risks of such delivery. If no authorised recipient is present, we will withdraw the delivery and make another attempt at an agreed time. In such circumstances, Nestlé Hong Kong Limited reserves the right to charge an additional delivery fee. If the customer is unable to receive the goods for any reason, the customer agrees and accepts that we may elect to charge an additional fee or cancel the order without refund or compensation.

9) Any change to the customer's delivery address must be notified to Nestlé Hong Kong Limited or the logistics service provider within twelve hours after the order is placed.

10) Once the purchased goods have been delivered, the customer becomes the owner of the goods and assumes all risks associated with possessing them. We will not be responsible for any loss of or damage to the goods.

11) Customers must inspect the ordered goods for damage upon receipt. If any goods are damaged, please refer to "Returns or Exchanges". Nestlé Hong Kong Limited reserves the right to refuse replacement of goods that have already been signed for.

12) Delivery does not include dry ice.

13) Nestlé Hong Kong Limited reserves the right to amend these terms and conditions, including the delivery coverage, delivery schedules, handover locations and minimum order amount for free delivery, at any time without prior notice.

14) In the event of any dispute, the decision of Nestlé Hong Kong Limited shall be final.