FQAs
Q1: What payment methods should I use ?
Q1: 我應該使用哪種付款方式?
We use Stripe to take payments. It accepts VISA, Mastercard, Maestro, AMEX, Alipay, Google Pay, Apple Pay and WeChat Pay.
我們使用Stripe進行付款。它接受VISA、Mastercard、Maestro、AMEX、支付寶、Google Pay、Apple Pay和微信支付。
Q2: Who will deliver the order?
Q2: 誰會進行訂單的送貨?
delivery method varies due to locations of the products. For veg, fruit, dairy products and wagyu beef, it will be delivered within London with our drivers. For dry products, such as noodles and snacks, it will be delivered via DPD or Parcelforce. If you have a special requirement for delivery, e.g. if you need your order super urgently, please contact us and we will do our very best to assist you and arrange a Next Day Special Delivery or courier service. For more delivery information please click here.
根據產品的不同位置,送貨方式可能有所不同。
蔬菜、水果、乳製品和和牛等產品將由我們的司機在倫敦內進行送貨。乾貨產品(如麵條和零食)將通過DPD或Parcelforce進行送貨。
如果您對送貨有特殊要求,例如需要非常緊急送貨,請與我們聯繫,我們將盡力協助您安排次日特快送貨或快遞服務。
更多送貨信息請點擊這裡。
Q3: How long does dispatch take?
Q3: 發貨需要多長時間?
For fresh products, we dispatch within 24 hours after the order is placed. For dry products, we dispatch within 48 hours after the order is placed. No dispatches at weekends and bank holidays.
對於新鮮產品,我們在下單後的24小時內發貨。對於乾貨產品,我們在下單後的48小時內發貨。週末和銀行假日不發貨
Q4: Can I cancel my order and how?
Q4: 我可以取消訂單嗎?如何操作?
As long as the order is not packed for delivery, we are able to cancel the order. Please contact us via email as early as possible.
只要訂單尚未進行打包送貨,我們就可以取消訂單。請儘早通過電子郵件與我們聯繫。
Q5: Can my billing address be different from actual delivery address?
Q5: 我的帳單地址可以與實際送貨地址不同嗎?
You can have your order delivered to a different address to your billing address, which is particularly handy if you want to have it sent directly to a friend as a gift or where the cooking is! Simply adjust your delivery address at the checkout. Please double check that the delivery address is correct before placing your order, as unfortunately we will need to re-charge for delivery if an order is returned to us by the postal service due to incorrect address details. We will also need to re-charge for delivery if an order is returned because it wasn’t collected from the sorting office.
您可以將訂單送至與帳單地址不同的地址,這對於直接將訂單作為禮物送給朋友或者希望在其他地方進行烹飪非常方便。只需在結帳時調整您的送貨地址。
在下單前請仔細檢查送貨地址是否正確,如果由於地址錯誤導致訂單被郵政服務退回,很遺憾我們將需要重新收取送貨費用。如果訂單因未從分拣處取件而退回,我們也需要重新收取送貨費用。
Q6: What if I am out when the delivery arrives?
Q6: 如果送貨到達時我不在家怎麼辦?
If you’re out when your order arrives, the delivery man will either leave it with a neighbour, or post a slip giving you instructions on how to re-arrange delivery (or collect it from your local sorting office). Deliveries are happening between 8am and 8pm. If it is dry goods order, you will receive a tracking number and updating text message for the delivery. For fresh good delivery, please make sure someone is at home.
如果您不在家,送貨員將把訂單留給鄰居,或者給您留下一張紙條,告訴您如何重新安排送貨(或從當地分拣處領取訂單)。
送貨時間為早上8點至晚上8點。如果是乾貨訂單,您將收到一個追蹤編號和送貨更新的短信。對於新鮮產品的送貨,請確保有人在家接收。
Q7: Can I return the products for a refund?
我可以退貨並獲得退款嗎?
For fresh products, unfortunately, we do not accept returns. But we are happy to provide replacements as long as you send pictures of unhappy products. For dry products, we will take returns as long as the products are in sealed condition. It is the responsibility of the customer to ensure that items are returned safely, so please use a registered service and/or keep all posting receipts to allow you to make a postal claim for damage/loss if necessary. Once we’ve received the item(s) back in their original condition, we’ll send out your replacement(s) ASAP, or initiate your refund within 48 hours, via the method you used to pay.
對於新鮮產品,很抱歉我們不接受退貨。但如果您提供有關不滿意產品的照片,我們樂意提供替換。
對於乾貨產品,只要產品封口完好,我們將接受退貨。
客戶有責任確保商品安全退回,請使用註冊服務和/或保留所有郵寄收據,以便在必要時提出郵寄損壞/丟失的索賠。
一旦我們收到原樣退回的商品,我們將立即發送您的替換商品,或者根據您付款時使用的方法進行退款,並在48小時內完成退款手續。