Delivery
PLEASE READ ALL DELIVERY TERMS AND CONDITIONS BEFORE BOOKING -
BY PURCHASING FROM ELBORN ALICE YOU THEREBY AGREE TO OUR DELIVERY POLICY BELOW.
How do you deliver?
Our products are made fresh on the day and are extremely delicate, therefore are not suitable for overnight courier delivery and need to be hand-delivered (or collected from delicate pickup point). We hand-deliver within most of the areas in Hong Kong.
When do you Deliver?
Our daily delivery times are between 3:30pm to 6:30pm. We can deliver before midday for an additional cost of HKD150. We can deliver for a specific time for an additional cost of HKD250.
How much is home delivery?
We charge HKD 75 ~ HKD 250 delivery costs depending on location.
Home Delivery Charges:
Hong Kong Island/ $75
Kowloon District/ $85
New Territories/ $100
Additional Area Charges:
Southern Area/ $150
Tung Chung/$150
Airport/$250
Ma Wan/$250
Discovery Bay/$250
Sai Kung/Clear Water Bay $150
Cargo delivery places such as container terminals/$250
How does delivery work?
At checkout we offer one standard delivery window (between 3pm- 6pm). We are unable to offer delivery windows or specific delivery time requests, but will of course let you know if there are any extended delays. Please be aware that if delivery is a little earlier than you need in the day, most products are the perfect size to pop into the fridge until needed. If a product is needed early AM we recommend delivery the day before or use the below service:
We can deliver before midday for an additional cost of HKD150.
We can deliver for a specific time for an additional cost of HKD250.
*Service above only applicable to home deliveries.
We use reliable couriers who will hand deliver the product to you, but we are not in control of external factors such as traffic and travel diversions. We aim to meet delivery times but during exceptionally busy periods deliveries may take a little longer. Occasionally tech updates to systems or force majeure events, such as extreme weather conditions, will mean that these delivery times need to be extended.
Do I need to be in to accept my delivery?
Yes, the customer needs to be readily available to receive the product. If the courier needs to park and pay in order to deliver, Elborn Alice will charge back the client these costs.
What is your policy if there is no one to receive the product?
Delivery will be attempted by the driver. If no one is in, the package will be handed to lobby/concierge. Failing that, delivery will be left in a safe place. This is because fresh food product cannot be couriered back to Elborn Alice.
Elborn Alice is not responsible for the product once left in lobby/ concierge.
Brand & Corporate Delivery (10 Products+)
ALL OF THE ABOVE STILL APPLIES, APART FROM COSTS AND THE BELOW:
Elborn Alice do not handle logistics of external couriers for multi-delivery/bulk orders. We are more than happy to recommend a courier service to you (such as GoGoX or our preferred couriers).
We can make an exception and organise the collection of product from our kitchen, and communicate the delivery addresses to a preferred courier provider. In these cases we simply charge the flat delivery fees back to our clients via invoice.
In these cases, the shipping/courier company is a separate entity from Elborn Alice and the responsibility of the (often fragile) products ends with Elborn Alice from courier collection point. Elborn Alice do not charge clients for tracking, logistic enquiries or resolving delivery issues during and after delivery period. For any problems related to shipping and lost/stolen/missed/damaged deliveries, Elborn Alice can provide clients with courier contact details.
Once our products leave our kitchen, if any issues or problems occur, it’s the clients responsibility to resolve directly with the courier.
Elborn Alice cannot accept liability for products spoiled due to missed deliveries or deliveries rescheduled outside of the 24 hour shipment window. This also includes missed deliveries for customers who have ordered delivery to their place of work, but have not stayed long enough to accept the deliveries that have been attempted in the evenings. Customers are strongly advised to be present for deliveries as a signature is required upon acceptance of the package .
If a client requests a full or partial refund due to any delivery issues, this needs to be taken up directly with the courier company. Elborn Alice are more than happy to provide replacements for any product, which are chargeable.
Deadlines for delivery addresses and order submission to Elborn Alice is strictly 48 hours before we start making product. If we receive addresses outside of this window, agreed deliveries are not guaranteed.
Special Arrangements Under Inclement Weather Conditions (Rainstorm, Typhoon)
When Black Rainstorm Warning Signal or Typhoon Signal No. 8 or above is issued
Due to the bad weather, our Delivery Partner (GoGoX) service will be temporarily suspended until the signal cancelled or lower typhoon signal is replaced. According to the weather conditions for the day to make arrangements, customers will receive a notification via WhatsApp later on of the new arrangement.
When Black Rainstorm Warning Signal or Typhoon Signal No. 8 or above is lowered or cancelled
If the signal is lowered or cancelled at or before 12:00 p.m., our delivery will be resumed in 2 hours after the signal is cancelled. Some services may be delayed. Customers will receive a notification via WhatsApp later on of the arrangement.
If the signal is lowered or cancelled after 2:00 p.m., our delivery service will remain suspended and will be resumed on the next delivery schedule. Customers will receive a notification via WhatsApp later on of the arrangement.
We apologise for any inconvenience caused.