QUESTIONS AND ANSWERS (TEMP)

DELIVERIES. 

WHERE DO YOU DELIVER?

We deliver groceries to most areas in Hong Kong expect for Ma Wan, and certain areas of the Outlying Islands. 

HOW DO OUTER LYING ISLAND DELIVERIES WORK?

Unfortunately deliveries to some Outlying Island deliveries have been suspended. If you live on an Outer Lying Island please email us at hello@eatthekiwi.com to register your interest. We are working on a solution to be able to deliver to these areas. 

South Lantau deliveries, however, are done through a 'pick-and-go' method in Tung Chung on Tuesdays and Fridaysour truck will meet you at PetroChina located at 3 Chung Yan Road, Tung Chung on Tuesdays and Fridays from 2-2:10pm. Please note that late comers will not be accommodated, your order will returned to our warehouse.

 

WHAT DAYS DO YOU DELIVER?

Our home delivered groceries arrive at your door on Mondays, Tuesdays, Wednesdays, Fridays, Saturdays and Sundays in Hong Kong Island, Kowloon and New Territories.

Tung Chung, South Lantau (through a 'Pick-n-Go' station in Tung Chung), and Discovery Bay are made on Tuesdays and Fridays only.

The cut off for ordering is 10am on the business day before. So, next day delivery is possible--woohoo!

WHAT TIME DO YOU DELIVER?

Our home deliveries are made between 11.00am and 6.00pm. If you would like to know the exact time of your delivery just get in touch with us on the day. We can ask your driver how they're tracking and where you sit in their list. Live chat us on the website (see bottom left) or pop an email to hello@eatthekiwi.com.

IS THERE A DELIVERY FEE?

Delivery is free for orders over $500. For orders under $500, there is a delivery fee of $80 for Hong Kong Island and Kowloon and $120 for New Territories (which includes Outer Lying Islands, Tung Chung ad Discovery Bay). 

WHAT HAPPENS IF I'M NOT HOME TO RECEIVE DELIVERY?

If you are not home to accept the delivery, the box will be left at your front door or with your reception. We'll send you a message as soon as it's been delivered. However, we can take no responsibility for goods after they have been delivered.

BUT HOW LONG WILL IT STAY CHILLED/ FROZEN FOR?

Our boxes are lined with Wool Cool - an insulating lining which is biodegradable, compostable and sealed in recyclable food-grade HDPE. It keeps the contents of the box below 5 degrees for upto 10 hours from delivery ensuring everything is still frozen and chilled when you get to it. 

WoolCool is specifically designed for the delivery of chilled and frozen foods such as meat, fish, cheese, fresh fruit and veg. It has been trialled and tested to keep products within cool temperature ranges to ensure our deliveries always arrive in top condition for our Foodies.

IS YOUR PACKING ECO-FRIENDLY?

Sure is! Our cardboard boxes are recyclable. They are made with FSC (Forest Stewardship Council) materials, this means they are made with from FSC certified forests or from post-consumer waste.

Our icepacks are recyclable too. You can hold on to these and reuse them or empty the contents and recycle them.

Wool Cool is our insulating lining which is biodegradable, compostable and sealed in recyclable food-grade HDPE. 

The combination of the cardboard box, wool cool and ice packs keep the contents of the box below 5 degrees for up to 10 hours from delivery (in up to 35-degree heat!). This keeps your items safely chilled and frozen.

ORDER AND ACCOUNT DETAILS

WHAT IS THE CUT OFF FOR ORDERING?

The cut off for ordering is 10am the (working) day before delivery. So, for Monday delivery order by 10am Friday, for Tuesday delivery order by 10am Monday, for Thursday delivery order by 10am Wednesday and for Friday delivery order by 10am Thursday. 

WHAT TYPES OF PAYMENT DO YOU RECEIVE?

Payments are made securely online by credit or debit card. We accept Master Card, Visa, Apple Pay and Google Pay.  

MY ORDER HASN'T ARRIVED!

Oh no! Please get in touch with us as soon as possible so we can find out what has happened. We’ll sort it out as quickly as we can. Live chat us on the website (see bottom left) or pop an email to hello@eatthekiwi.com.

CAN I CANCEL MY ORDER?

Yes, but there are a few rules. Cancellations will only be accepted before the 10am cut off in relation to your selected delivery day (e.g. If your delivery day was Thursday you must cancel before 10am Wednesday). Note that there will be a 6% cancellation fee which will be deducted from the refund. Refunds will take 3-5 days to appear in your bank account. Cancellations after the 10am cut-off are not possible. 

CAN I CHANGE THE ADDRESS OR DELIVERY DATE?

Any address and/or delivery date change requests made after delivery cut-offs (10am on the business day prior) are subject to additional charges of HK$150. Please double check all entries and make sure that they are correct before proceeding.

CAN I CANCEL MY ORDER?

Yes, but there are a few rules. Cancellations will only be accepted before the 10am cut off in relation to your selected delivery day (e.g. If your delivery day was Thursday you must cancel before 10am Wednesday). Note that there will be a 6% cancellation fee which will be deducted from the refund. Refunds will take 3-5 days to appear in your bank account. Cancellations after the 10am cut-off are not possible. 

HOW DO I PLACE AN ORDER?

Ordering is easy! Go to – www.store.eatthekiwi.com. In the top right hand corner you’ll see ‘Log in’. If you don’t yet have an account, setting one up is simple. Once you’ve signed up, you’ll be able to add your ingredients to your cart. 

FEEDBACK AND CUSTOMER ENQUIRIES

HOW DO I GET IN TOUCH WITH THE TEAM AT EAT THE KIWI?

You can send us an email at hello@eatthekiwi.com, Facebook or Instagram message us or send us a Whatsapp message (or call us) on 9785 5706. We’ll get back to all messages within a couple of hours.

WHY HAVE I RECEIVED SOMETHING THAT'S NOT FROM NEW ZEALAND? 

We've teamed up with some of New Zealand's best growers and manufacturers to find the freshest and the best ingredients available. We've had to team up with a few friends across the ocean to help us out with products that aren't grown commercially in New Zealand or aren't in season. Rest assured, it's all Eat The Kiwi approved and just as delicious. Products that aren't from NZ have a little country flag in the top corner so you know where it's come from. 

WHY DO YOUR PRICES KEEP CHANGING?

Eat The Kiwi's produce comes in fresh from New Zealand's best producers and growers. We try our best to get as much of our goodness right from the source so when moving in and of season the prices vary. This said, we understand $700 for a kg of limes is just a little crazy. In these situations, we venture a little outside of the New Zealand to kiwi approved growers to ensure we're getting the best price for you. 

SOMETHINGS NOT QUITE RIGHT WITH MY DELIVERY, WHAT SHOULD I DO?

We always do out best to ensure everything you receive is correct and fresh but if something isn’t quite right you can email (hello@eatthekiwi.com) or webchat us. We’ll always to respond to emails within a few hours and webchat is live, so you’ll get an immediate response.

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