Contacts

Customer & Delivery Qs

email our customer services team and we will get back to you.
 
 
Phone & Whatsapp
Martina +852 9782 6791 (Director)
+852 9785 3267 (Orders, English)
+852 9786 9053 (Orders, Cantonese)
 
 
 
Wholesale, Products & Marketing

For press, events, partnering and bulk orders

 

 

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Terms and Conditions

Please carefully read before placing your order

 

Orders, Payment and Delivery

1. Please forward to us your proof of payment - a transaction receipt reference number or a cheque / bank / name information - to order@eatfresh.com.hk.

PAYMENT

Choose one of the following methods and send us proof of payment for verification:

  • Bank Transfer: HSBC 817-525678-838 (Eat FRESH Limited)
  • Visa/Master via PayPal: proceed to payment after checkout
  • Internal Credits (check with us how to recharge your EF account)

2. Please ensure someone is at home during your delivery time slot. Alternatively notify us if we can leave the vegetable bag at the reception/concierge.

3. In case you need to cancel your order for any reason, please notify us at least 72 hours in advance. If you fail to do so, Eat FRESH reserves the right to charge the full amount of your order (Vegetables & Fruit are perishable items).

4. If we are unable to deliver the order to you for reasons beyond our control (e.g., weather conditions, traffic congestion or supplier failure), we will contact you and will attempt to make alternative arrangements.  

5. Delivery will be rescheduled in case of public holidays. When there are more than one delivery dates affected by a public holiday, we will deliver on the next available usual delivery date.

6. If Typhoon Signal no. 8 is hoisted or a black rainstorm warning is in force, the delivery will be suspended.  Your order will be processed as soon as possible thereafter.  

 

Cut Off Time

Please note, we deliver to homes and offices on fixed days, please place your order:

  • by/before 1pm Friday of the week prior for a Tuesday/Wednesday delivery
  • by/before 1pm Tuesday for a Friday delivery
  • Delivery is usually between 2 - 7pm on Tuesday and Friday in Hong Kong Island, Wednesday in Kowloon and most areas in the New Territories. If you are in doubt, please email delivery@eatfresh.com.hk for details.
  • Please check your email (and spam) for order confirmation after placing your order. If you do not see this email, it is likely your order did not reach us. In which case, please email delivery@eatfresh.com.hk to double check.
  • You can select one preferred date available at the check out. If in doubt, email delivery@eatfresh.com.hk to double check.
  • For subscription plans, please select your preferred day of the week, we will deliver every week on that day until the end of your plan; you can suspend your plan when out of time as by giving us at least 5 day advance notice. Subscription plans come with free delivery

 

 

Products

1. Photos on the website are solely for reference. The products that you receive may vary from the ones displayed on the website.

2. You must check the vegetable box as soon as you receive it and notify us promptly if any items are missing or damaged by sending us a picture. We do not accept complaints without proof on the day of delivery.

3. You must wash/cook the vegetables thoroughly before consumption. Eat FRESH has no liability for any sickness caused by the consumption of our vegetables.

4. All products are subject to seasonal changes in supply volumes and supply prices. Therefore, the price of the a la carte items may vary throughout the season.

 

Delivery Notices

Customer Responsibility - It is the customer's responsibility to ensure someone is at home during your delivery time slot. Alternatively notify us if we can leave the vegetable bag at the reception/concierge.

Delivery is free of charge for orders above the minimum (after any discounts if applicable), according to delivery area.

• Hong Kong Island, free for order above $350 (HK$80 fee below the minimum)

• Kowloon and New Territories free for order above $450 (HK$100 fee below the minimum)

• If you live in Kowloon or New Territories but you want to be delivered on Hong Kong Island, please fill in an alternative delivery address (e.g. office).

 

PLEASE NOTE: Eat FRESH reserves the right to correct and request the shipping fee if an address is incorrectly typed into our delivery order system.

 

AT Eat FRESH we are working to keep the farm-to-table same day delivery for our customers as much as we can; we will inform you as soon as possible about other new arrangements that might affect your area.

If you live in Kowloon and N.T. delivery service is available ONLY for WEDNESDAY delivery at the moment. Some outer areas in N.T. may have different schedule, please check with us if in doubts

For any queries and doubts, please email to delivery@eatfresh.com.hk


3rd Party Delivery

We would like to inform the where we are not able to deliver with our drivers, we rely on a third party courier and all deliveries managed by them will be rescheduled as follows:

On Wednesday and Saturday (that is one day after the usual Eat FRESH delivery day - items will be stored in appropriate refrigerated storage overnight).

Customers can usually choose the following time slots*: 8am-12pm; 12pm-6pm; 6pm-9pm.

*Some special areas do not have choice on time slot: Shek O on WED/SAT; Ma Wah Island on WED/SAT.

At the moment we are unable to deliver to Lamma Island.

In the event that the customer is absent for the delivery, you are responsible to contact Yamato and or the other selected 3rd Party delivery service within the next 24 hrs to arrange re-delivery.

Eat FRESH is not liable for any compensation to you resulting from your delivery not reaching you at the scheduled time.

Please note, Yamato do require someone (either you, your neighboor or your receptionis) to be present at the delivery and to sign for the package.

 

Damaged Goods

Please report any damaged goods with photographic evidence as soon as you receive your delivery to delivery@eatfresh.com.hk.

For Yamato and other 3rd party deliveries, please send a picture of the waybill or receipt of delivery next to the damage.

Sometimes, damage occurs in transit, whether with an Eat FRESH or 3rd party driver, however, we try our best to prevent this and welcome your honest feedback. Eat FRESH reserves the right to decide on action with regards to whether compensation is appropriate and awarded, or not.

 

 

Subscriptions

1. If you are a subscriber, you commit to the agreed delivery schedule. If you need to suspend your delivery or change your delivery schedule, please notify us at least five days in advance on order@eatfresh.com.hk. Eat FRESH reserves the right to charge the full amount of your order for late notice (vegetables and fruit are perishable items). All plans expired after 12 months from purchasing.

2. All payments are non refundable. Although you can transfer your subscription plan to another person subject to 7-days notice

3. No delivery fee for subscription plans.

 

Copy Right

This site and all materials therein are protected by copyright, trademarks and other intellectual property rights owned by, or licensed to, us.

 

Privacy Policy

1. We will endeavour to make sure our policies and practices in relation to the collection, use, retention, transfer and access of personal data (as defined in the Ordinance) supplied by you comply with the requirements of the Personal Data (Privacy) Ordinance (Cap. 486, the laws of Hong Kong) (the “Ordinance”).

2. You may be requested by us to give information (including but not limited to your personal particulars, operating system, browser version, domain name, IP address and details of your website) on a voluntary basis when you apply to us and continue to subscribe with us for an account, our services and/or products. You shall consult your parent or guardian before giving us your personal data if you are under the age of eighteen.

3. You have the right to refuse providing your personal data to us. However, certain functions and/or services may not be available to you if such personal data is not supplied, incomplete, incorrect, or misleading.

4. Personal data supplied by you will be retained in one or more of our databases and in different formats and be secured with restricted access by our authorized personnel through appropriate security protocols for authentication and authorisation (which may include the use of SSL, encryption, firewalls and data backup). Your personal data will be kept in the strictest confidence and for a reasonable period necessary to attain the above specified purposes.

5. Personal data supplied by you may be used for any of the following purposes and/or for other purposes as may be agreed between you and us and/or as required by law:
(a) registering, operating or maintaining your account with us;
(b) purchasing goods and/or subscribing for services rendered by us;
(c) facilitating and following up your online transactions with us, including but not limited to processing of any payment instructions;
(d) marketing of goods and/or services of our parent company and/or its respective subsidiaries and affiliated companies (please see further paragraph 6 hereinbelow);
(e) enabling us to comply with our obligations to interconnect or comply with industry practices; and/or
(f) serving any purposes relating to any of the foregoing.

6. Personal data supplied by you may be used for direct marketing activities (as defined in the Ordinance) only in accordance with the requirements set out under the Ordinance. In that event, you will be:-
(a) informed that your personal data will be used for direct marketing activities;
(b) informed of, with specific information, the kinds of personal data to be used and the classes of marketing subjects in relation to which the personal data is to be used;
(c) informed that your personal data will not be used unless we have received your written consent;
(d) provided, in case your consent to the use of personal data for direct marketing activities is given orally, a written confirmation within 14 days after receiving your oral consent;
(e) given opportunity to communicate your consent at no extra charge from us;
(f) notified the first time your personal data is used for direct marketing activities and that we will cease to use your personal data for direct marketing activities if you wish; and
(g) given the liberty, at any time, to require cessation of the use of your personal data for direct marketing activities at no extra charge from us.

7. We will not release personal data supplied by you to third parties except in accordance with the Ordinance or in the event of such release is requested by:
(a) governmental and/or regulatory and/or statutory authorities and/or court orders in compliance with applicable laws; or
(b) third party service providers which provide supporting services to us; who (i) are under duty of confidentiality to us with respect to the use, hold, process, retain and/or transfer of personal data supplied by you; and (ii) have the need to know or handle such personal data (please see further paragraph 8 hereinbelow).

8. Personal data supplied by you may be provided to third parties for direct marketing activities (i.e. cross-marketing) only in accordance with the requirements set out under the Ordinance. In that event, you will be:-
(a) informed in writing of our intention to provide your personal data to third parties for direct marketing activities;
(b) informed of, with specific information, the kinds of personal data to be provided, the classes of marketing subjects and the class of persons in relation to which the personal data is to be provided;
(c) informed in writing that provision of your personal data to third parties for direct marketing activities will be for gain (if that is the case);
(d) informed that your personal data will not be provided to third parties for direct marketing activities unless we have received your written consent;
(e) given opportunity to communicate your consent at no extra charge from us; and
(f) given the liberty, at any time, to require the cessation of our provision of personal data to third parties for direct marketing activities and notify the third party to cease the use of your personal data in direct marketing activities at no extra charge from us.

9. Notwithstanding our security measures for protecting your personal data, you acknowledge that no data transmission over the Internet is completely secure, and by providing your personal data you are transmitting information at your own risk.

10. Under and in accordance with the Ordinance, among others, you have the rights:
(a) to check whether we are holding your personal data;
(b) to access your personal data held by us; and/or
(c) to require us to correct any of your personal data which is or has become inaccurate.

11. Cookies are small bits of data automatically stored in the hard drive of the end user, which can save the user from registering again when re-visiting a web site and are commonly used to track preferences in relation to the subject of such website. If you enable these cookies, then your web browser adds the text in a small file. You may wish to set your web browser to notify you of a cookie placement request or refuse to accept cookies by modifying relevant internet options or browsing preferences of your computer system, but to do so you may not be able to utilize or activate certain available functions on this Website.

12. We may have third party merchants or service providers hosted in this Website which are operated by third party merchants or service providers. If you want to use, order or receive any services and/or products from any of them, you shall take the risk that personal data supplied by you, once transferred to any of such merchants or service providers, will be beyond our control and thus outside the scope of protection afforded by us.

13. If you have any requests for access to your personal data or for the correction of your personal data, or if you would like any further information regarding our policies and practices, please address your enquiries to order@eatfresh.com.hk.