Question 1

Shelf life of chocolates

Accepted Answer

The chocolates have a shelf life of one month at least when they are delivered to you. You are welcome to contact us to enquire about the specific expiry date of any products. Our phone and Whatsapp numbers are at 5409 9613.

Question 2

Will I receive an order summary after placing an order?

Accepted Answer

Yes. You will receive an order summary by email after placing an order successfully. If you do not receive it, please check your email's spam folder as sometimes emails may fall into that folder.

Question 3

Delivery fee and free delivery privilege

Accepted Answer

The standard delivery fee is HK$90. You can enjoy free delivery for spending over HK$500.

Question 4

How long will my order take to arrive?

Accepted Answer

Normally, if your order reaches us before 12pm, we will deliver the order to you within 3 to 5 business days. Our business days are Monday to Saturday (except public holidays).

Orders may be subject to longer lead time between 5 to 7 business day during peak seasons such as Christmas period.

Question 5

How can I track my delivery?

Accepted Answer

After your order has been confirmed, we will contact you as soon as possible to arrange for the delivery time by email/phone.

If you have any queries about the delivery, please contact our Customer Service by phone at 5409 9613 from Monday to Sunday (including public holidays), from 9:00AM to 8:00PM, or by sending us a message with the contact form below on this page.

Question 6

Where does LIP Chocolatier deliver?

Accepted Answer

We only deliver within Hong Kong. Any delivery address located outside Hong Kong will be refused during the checkout process.

Due to security and product quality concerns, we will not deliver to below addresses: post office box, parcel locker, parcel pick-up service, and logistics company.

Question 7

Can LIP Chocolatier deliver to my family members and friends?

Accepted Answer

Sure. It is our pleasure to deliver the chocolates to your loved ones. This is our purpose to make every one happy! Please mention the recipient's name and delivery address in the "Additional Information" box on the checkout page. Our Customer Service will communicate with you first before the delivery.

Question 8

How is my Oder delivered?

Accepted Answer

All orders will be delivered by our professional delivery contractors with temperature-controlled vehicles to ensure quality.

Question 9

Our refund and exchange policy

Accepted Answer

All purchases of products from LIP Chocolatier are non-refundable and non-exchangeable except for damaged, defective or faulty workmanship items.

All refund and exchange shall be applied to us within 14 days of the goods’ receipt. If the refund is approved, the refund will be processed through the same transaction.

Question 10

How to apply for refund or exchange?

Accepted Answer

To apply for refund or exchange products, please contact our Customer Service by phone at 5409 9613 or completing the contact form below on this page.

Question 11

When will I receive my refund?

Accepted Answer

We strive to issue refunds as quickly as possible within 15 business days (the timing for receiving the reimbursement may vary subject to the bank’s processing).

Question 12

Does free shipping apply to  product exchange?

Accepted Answer

Yes. We will offer free delivery if the exchange is accepted due to damaged, defective or faulty workmanship items.

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