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FAQs

Gift Hampers Hong Kong treats every customer as an individual. We respect the fact that every customer has unique needs and may have different questions and concerns. On this page we have answered some of the common questions that we receive. However, if there are any areas that we have not covered, please contact our Customer Services Hotline on (+852) 2730 0839, they will be happy to help.

What currency does Gift Hampers Hong Kong use?

All of the prices displayed on Gift Hampers Hong Kong are in Hong Kong dollars unless stated otherwise.

 

HOW CAN I PAY FOR MY PURCHASES ON GIFT HAMPERS HONG KONG?

You can pay for your order online through our website using your credit card or PayPal. We also accept payment via direct deposit into banks and direct bank transfer. Alternatively, we can process your payment with offline facilities.

We will also be introducing additional payment methods such as PayMe, WeChat and FPS (Fast Payment System) in the near future.

 

HOW DO I ADD A PROMOTION CODE TO MY ORDER?

Please select the ‘Have a promotion code? Click here’ link located in the bottom left of your shopping cart. The section will display a field for you to enter your promotion code. Click on ‘apply’ to add the promotion code to your order.

 

What happens if I hold a credit card that is not accepted by Gift Hampers Hong Kong, how can I pay?

If your credit card is not mentioned in our list of accepted payment methods and you do not have a PayPal account, please contact our Customer Service Team on (+852) 2730 0839 or email [email protected]. Our representatives will be happy to assist you to purchase goods using an alternative payment method.

 

Is the information I provide to Gift Hampers Hong Kong during the purchase process secure?

All of the information that you send to us during the purchase process is encrypted to protect against automated access to our information and any user who attempts to view data will be presented with encrypted data that is beyond recognition. 

 

I WANT TO PURCHASE TWO DIFFERENT SETS OF HAMPERS AND COMBINE THEM AS ONE GIFT. CAN YOU PACK THEM TOGETHER?

Of course! Simply remark in the special request field on the checkout page that you would like your gifts combined and packed together and will be more than happy to arrange this for you. You may also get in touch with us via phone (852) 2730 0839 or email ([email protected]) for more information.

 

CAN YOU ADD MY HAND-WRITTEN CARD AND GIFT TO MY HAMPER?

Certainly! All need to do is send us the item(s) that you want included in your hamper and we can pack it for you. Whether it’s a personal card, gift vouchers, business cards, or a gift item our team are here to help!  

Simply send your items to our warehouse & dispatch centre at least 2 working days prior to delivery and we’ll handle the rest. Please note: additional handling fees may be required

Warehouse address: Unit 2403, 24/F, Tsuen Wan Ind Centre, 220 Texaco Rd, Tsuen Wan, Hong Kong

 

I WANT TO ORDER MULTIPLE HAMPERS. CAN YOU DELIVER EACH ONE TO A DIFFERENT ADDRESS?

You can conveniently place multiple orders for delivery to separate addresses through our website. Simply click on “Check Out with Multiple Addresses” in the shopping cart and you will be directed to our multi-recipient checkout page where you can enter different shipping addresses and create individual messages for each hamper in your order.

Alternatively, you can get in touch with us via phone (852) 2730 0839 or email ([email protected]) and we’ll send you our order form to fill in.

 

SOME OF THE PRODUCT PHOTOS ON YOUR WEBSITE ARE SHOWN WITH DECORATIONS. ARE ANY DECORATIONS INCLUDED IN MY ORDER?

Only our seasonal Christmas, Mid-Autumn Festival and Chinese New Year hampers will include a small decoration. Decorations shown in our product photos are for illustration purposes only. All other hampers are packed without decorations.

 

CAN I SEE WHAT MY HAMPER LOOKS LIKE AFTER IT HAS BEEN WRAPPED?

Yes, you can add a remark to request for a photo in the special request field on the checkout page and we will send you an email with a photo of your hamper once it has been packed.

You may also get in touch with us via email ([email protected]) and our customer services team we will be able to assist you. Please note that we may not be able to fulfil such requests if your order has already been dispatched for delivery.

 

THE HAMPER RECEIVED LOOKS DIFFERENT TO THE ONE I ORDERED. HOW COME IT DOESN’T MATCH THE PHOTO ON YOUR WEBSITE?

Whilst we make every effort to provide you with the exact product offerings as displayed in our product photos and descriptions some items may be subject to substitution due to limited availability. We will endeavour to provide the same item in an alternative pattern, colour, style, design or flavour where possible. In the event that we are unable to provide this, we will substitute with a similar item of equal or greater value.

 

How can I cancel an order that has been placed on Gift Hampers Hong Kong?

If you wish to cancel an order that contains any fruits, food, beverages and other perishable items, you must do so at least 48 hours prior to the requested delivery time. If your request to cancel an order is received less than 48 hours prior to the proposed delivery, you will be charged HK $ 100 to cover our administrative costs. In the event that fruit, food, beverages, other products, packaging material and any other items have already been purchased, the order cannot be cancelled and you will be required to pay the full value of the original order.

If you wish to cancel any non-perishable purchases, you must do so at least 24 hours in advance of the proposed delivery time. Cancellations received less than 24 hours of the delivery time, refund will be provided less delivery charges.

To cancel an order, you should call the Customer Services hotline on (+852) 2730 0839 or email: [email protected], providing details of the order number.

 

Are you able to deliver during specific delivery times?

If you do not require same-day delivery of products, you can select your preferred delivery time. However, 24 hours’ advanced notice is required. If the requested gift must be delivered within a specific period of time or within a narrow timeframe, you should contact Customer Support on (+852) 2730 0839 at least 24 hours in advance of the proposed delivery. In the event that traffic conditions or any other accidents delay delivery, one of our customer service representatives will contact you. If specific delivery times or locations require an additional transportation fee, this will be billed to you. For any delivery enquiries, please contact our Customer Service Hotline on (+852) 2730 0839.

 

Do you offer same-day delivery?

Under normal circumstances same-day deliveries for orders that are placed before 1:00 P.M. will be made between 4:00 P.M. and 6:00 P.M on the same day. In the event that traffic conditions or any other accidents delay delivery, our customer service representative will contact you to make alternative arrangements.

 

DO YOU HAVE A PHYSICAL STORE THAT ALLOWS ME TO SEE AND PURCHASE YOUR HAMPERS?

We do not have any physical stores however we do provide our customers with the option to collect their hampers from our warehouse after their purchase has been made online.  

Simply enter “Self-Pick-up” in the address field and special request field on the checkout page and your hamper will be ready to collect on your chosen date.

Our warehouse location is:
Unit 2403, 24/F, Tsuen Wan Ind Centre, 220 Texaco Rd, Tsuen Wan, Hong Kong

Collection is available Monday to Friday from 9.30am to 5.30pm. Please note that this service is not available on public holidays.

 

If I accidentally provide the wrong shipping address, what will happen and how can this be resolved?

Please be careful when providing the delivery details for your order. It is your responsibility to ensure that the shipping information provided to us is correct and accurate. Unfortunately, THE TRUNK GROUP LIMITED cannot be held responsible for any failed deliveries that occur as a result of the following:

  • The recipient’s unavailability at the specified delivery address within the specified delivery period
  • An incorrect delivery address
  • There is insufficient information about the recipient to complete the delivery
  • The contact telephone number of the recipient is incorrect or invalid

If you realise that you have provided incorrect information, please contact Customer Support on (+852) 2730 0839 at least 48 hours in advance of the requested delivery time.

 

What happens if delivery fails due to incorrect shipping addresses or contact information?

If products are not delivered as a result of the recipient’s unavailability or due to inaccurate delivery information, the purchaser will be required to meet all additional delivery charges. If the order involves perishable products, such as fresh fruits, beverage, food or any other perishable products, and delivery cannot be made on the same working day or the next working day, there will be a requirement to replace your entire order in order to ensure the highest quality products are delivered. The replacement will be charged at a 30% discount off the original price of the goods.

 

What happens if delivery fails due to weather or traffic conditions?

Any fresh fruit, food, beverages or other perishable products that are undeliverable due to weather or traffic conditions will be redelivered to the same delivery location within 24 hours.

 

What happens if the recipient is not available at the delivery address at the time of delivery?

If perishable products are not delivered as a result of the recipient’s unavailability or due to inaccurate delivery information, the purchaser will be required to meet any additional delivery charges. If redelivery of any gift hampers that contains fresh fruits, beverage, food or any other perishable products is not made on the same working day or the next working day, there will be a requirement to replace your order with a new gift in order to ensure the highest quality product. The replacement will be charged at a 30% discount off the original price of the goods.

 

How can I track the progress of my order?

Customers can track the progress of their orders online at Gift Hampers Hong Kong. If you have any queries, please contact Customer Services on (852) 2730 0839.

 

Am I able to make changes to my order or request substitutions or amendments?

We are unable to provide any alterations or amendments for orders that are in the process of being prepared, already prepared and/or in transit.

Depending upon the alteration or amendments the Customer must pay for any additional fees and charges incurred.

In the event that the value of any replacement goods is lower than the value of the original product, the difference in value will not be refunded. Gift Hampers Hong Kong reserves the right to refuse order adjustment or amendments.

 

Can I request delivery of gifts during weekends and public holidays?

Pre-ordered gifts can be delivered on weekends and public holidays including Christmas Day and Chinese New Year. However, we do not accept same-day delivery orders on these days.

 

How do I know if Gift Hampers Hong Kong received my order?

You will receive email confirmation within 10 minutes of placing your order that confirms we have received your request. If you have placed an order online and have not received an email, please call our Customer Services Hotline on (+852) 2730 0839. Please also check your Junk or Spam email folder if you cannont locate the order confirmation in your inbox.

 

WHICH AREAS DOES GIFT HAMPERS HONG KONG OFFER DELIVERY?

We offer delivery to all Hong Kong Metropolitan areas. We can deliver to residential areas, offices, shopping malls, schools, hotels and Hong Kong International airport (non-restricted areas only).

 

DO YOU CHARGE FOR DELIVERY?

We provide free delivery to Hong Kong metropolitan areas. Outlying areas will incur a $300 delivery fee. You may refer to https://gifthampers.com.hk/ghen/hong-kong-hamper-free-delivery/ for more information.

 

DO YOU DELIVER OVERSEAS?

Yes, at Gift Hampers Hong Kong we are able to accommodate requests for international shipping. Please contact our customer service representatives via phone (852) 2730 0839 or email [email protected] for shipping costs and additional information. Please note that some countries may have imposed restrictions which will restrict certain items from being shipped.

 

What is the deadline for placing an order on Gift Hampers Hong Kong?

Delivery within Hong Kong time is according to the following schedule:

Normal Items - City Suburbs

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                          

Before 1:00 pm

After 4:00 pm same day

Before 5:00 pm

After 9:00 am the following day

After 5:00 pm

After 1:00 pm the following day

Friday

Before 1:00 pm

After 4:00 pm same day

 

Before 5:00 pm

After 9:00 am the following day

 

After 5:00 pm

After 1:00 pm the following working day

Saturday

Anytime

After 1:00 pm next working day

Sunday

Anytime

After 1:00 pm next working day

 

Normal Items - Outer Suburbs / Outer Islands

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                       

Before 5:00 pm

After 9:00 am the following day

After 5:00 pm

After 9:00 pm the day after next

Friday

Before 5:00 pm

After 9:00 am the following day

 

After 5:00 pm

After 9:00 am the second working day

Saturday & Sunday

Anytime

After 9:00 am the second working day

 

Pre-Order Items - City Suburbs

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                         

Before 5:00 pm

After 9:00 am the day after next

After 5:00 pm

After 1:00 pm the day after next

Friday

Before 5:00pm

After 1:00 pm the following working day

 

After 5:00 pm

After 1:00 pm the second working day

Saturday & Sunday

Anytime

After 1:00 pm the second working day

 

Pre-Order Items - Outer Suburbs

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                         

Before 5:00 pm

After 9:00 am the day after next

After 5:00 pm

After 1:00 pm the day after next

Friday

Before 5:00pm

After 1:00 pm the following working day

 

After 5:00 pm

After 1:00 pm the second working day

Saturday & Sunday

Anytime

After 1:00 pm the second working day

 

Seasonal Items - City Suburbs

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                      

Before 5:00 pm

After 9:00 am the following day

After 5:00 pm

After 9:00 am the day after next

Friday

Before 5:00pm

After 9:00 am the following day

 

After 5:00 pm

After 9:00 am the following working day

Saturday

Anytime

After 9:00 am the following working day

Sunday

Before 1:00 pm

After 9:00 am the following working day

 

After 1:00 pm

After 9:00 am on the second working day

     

Seasonal Items - Outer Suburbs

 

Time of placing Order (Hong Kong time)                                                           

Earliest delivery time (Hong Kong time)                                                           

Monday To Thursday                      

Before 1:00 pm

After 9:00 am the following day

After 1:00 pm

After 9:00 am the day after next

Friday

Before 1:00pm

After 9:00 am the following day

 

After 1:00 pm

After 9:00 am the second working day

Saturday & Sunday

Anytime

After 9:00 am on the second working day

 

City Suburbs

Hong Kong Island:Aberdeen, Admiralty, Ap Lei Chau, Causeway Bay Central, Chai Wan, Chung, Hom Kok, Cyberport, Deep Water Bay, Fortress Hill, Happy Valley, Heng Fa Chuen, Kennedy Town, Mid-levels, North Point, Peak, Pok Fu Lam, Repulse Bay, Sai Ying Pun, Sai Wan Ho, Shau Kei Wan, Shek Tong Tsui, Sheung Wan, Siu Sai Wan, South Bay, Tai Hang, Tai Koo Sing, Wan Chai, Wong Chuk Hang, Quarry Bay, Shouson Hill

Kowloon:  Austin, Cha Kwo Ling, Cheung Sha Wan, Choi Hung, Diamond Hill, Ho Man Tin, Hung Hom, Jordan, Kowloon Bay, Kowloon City, Kowloon Tong, Kwun Tong, Lai Chi Kok, Lam Tin, Lai King, Lok Fu, Ma Tau Wai, Mei Foo, Mong Kok, Nam Cheong, Ngau Chi Wan, Ngau Tau Kok, Olympic, Prince Edward, San Po Kong, Sau Mau Ping, Sham Shui Po, Shek Kip Mei, Tai Kok Tsui, To Kwa Wan, Tsim Sha Tsui, Tsz Wan Shan, West Kowloon, Wong Tai Sin, Yau Ma Tei, Yau Tong, Yau Yat Tsuen,  Po Lam, Tseung Kwun O

New Territories: City One, Kwai Chung, Kwai Fong, Kwai Hing, Tai Wai, Fanling, Fo Tan, Sha Tin, Ma On Shan, Tai Po, Tai Po Market, Tai Wo, Tai Wo Hau, Ting Kok, sing Yi, Tsuen Wan, Sham Tseng, Shek Mun, Ting Kau, Castle Peak, Tuen Mun, Yuen Long, Tin Shui Wai, Heng On, Tai Shui Hang, University

 

Outer Suburbs

Hong Kong Island:Stanley, Tai Tam

Kowloon:  Tiu Keng Leng

New Territories: Airport, , Chek Lap Kok, Disneyland, Hang Hau, Ma Liu Shui, Sheung Shui, Lam Tei, Siu Lam, So Kwun Wat, Tai Lam Chung, Tung Chung, Clear Water Bay, Discovery Bay, Ma Wan, Sai Kung, Kam Tin, Kwu Tung, Shek Kong, Sun Tin, Wu Kai Sha

 

Outer Islands

Shek O, Stone Cutter's  Island ( Ngong Shuen Chau), Cheung Chau, Lamma Island, Ping Chau, Sha Tau Kok, Lau Fau Shan

 

Delivery Charge

Outer Islands Delivery - HKD300

*If you require delivery at a specific time and urgent delivery for city suburbs, please contact our Customer Service (+852) 2730 0839 for a special delivery quotation.

*There is no time selection for outer suburbs and outer islands delivery. If you require delivery at a specific time to any of the locations above, please contact our Customer Service (+852) 2730 0839 for a special delivery quotation.

 *Urgent delivery is not available for outer suburbs and outer islands.

 

Do you offer corporate accounts?

We offer corporate accounts to regular volume corporate customers only. Please contact our Customer Services Hotline on (+852) 2730 0839 if you would like further information.

© 2016 The Trunk Group Limited. All Rights Reserved.