FAQ
Delivery
What are the delivery options?
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Ztore-delivered orders:
Home delivery service: Applicable to all orders.
Locker pick-up service: The order must fulfill the locker pick-up conditions (more details click here).
Self pick-up service: Free self pick-up service is applied on order with specific products, and has no minimum spending requirement, click here for more details.
Merchant-delivered orders:
Home delivery only: Order will be delivered by the merchant, who will contact the recipient to arrange delivery when the order is confirmed. For expected contact lead time and contact method, please refer to Terms & Conditions of the merchant shop page.
How to qualify for free delivery?
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Ztore-delivered orders:
Home Delivery Service: Free home delivery is applied on orders HK$499 and over before applying promo code. For orders totaling less than HK$499, please refer to delivery charge arrangement as below.
| Orders Totaling Before Applying Promo code | Delivery Charge |
| Upon HK$499 | FREE |
| Upon HK$300 | HK$20 |
| Under HK$300 | HK$50 |
Self Pick-up Service: Free self pick-up service is available, with no minimum spending requirement.
Locker Pick-up Service: Free locker pick-up service is applied on orders HK$190 and over before applying promo code. For orders totaling less than HK$190, a delivery charge of HK$25 for locker pick-up service shall apply.
Please note that an order can be delivered to one destination / locker location / pick-up point only.
Merchant-delivered orders:
Home delivery only: Free delivery threshold and delivery fee would be listed on Terms & Conditions of the merchant shop page. Please read through these terms before placing an order.
What are the general home delivery time slots?
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Ztore-delivered orders:
We provide 3 delivery time slots every day (from Monday to Saturday). You can choose your preferred time slot starting from 10:00 in the morning to 23:00 at night.
| Delivery Time | Cut-Off Time |
| 10:00 - 14:30 | 12:00 previous day |
| 14:30 - 18:30 | 15:30 previous day |
| 18:30 - 23:00 |
Merchant will contact the recipient to arrange delivery when the order is confirmed. Please communicate delivery time with the merchant directly.
Where do you deliver?
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Ztore-delivered orders:
- Outlying islands, including Lamma Island, Cheung Chau and Peng Chau (except Ma Wan, Disneyland, Discovery Bay, Tung Chung, Airport & Mui Wo)
- Restricted districts and areas that vans cannot access.
Special delivery arrangements are applied to some areas:
1. We currently provide specific delivery time slots to the following areas (except public holidays):
| Areas | Specific Delivery Time Slots |
| Ma Wan | Monday - Friday (10:00-14:30) |
| Discovery Bay | |
| Airport |
Every Monday & Friday (10:00-14:30) ; Every Wednesday (14:30-18:30) |
2. Extra delivery and handling fees may be applied to the following landmarks. Please contact our customer service for details before placing order.
| Areas | Range |
| Cruise Terminal & Railway station (paid area) | HK$50-$200 |
| Cementery, Funeral Parlour & Temple | HK$50-$100 |
| Places where card license would need to be recorded for entering, e.g. warehouses, logistics centers, container terminals | HK$100-$300 |
| Villages that exceed 10-min walking distance from the parking spot | HK$50-$150 |
3. Delivery limitation is applied to the following special landmarks:
| Special Landmarks | Limitation |
| Any ward of Hospital & Sanitarium | Deliver to lobby only |
| Prison & Correctional Institution | Deliver to reception only |
4. We currently do not deliver to the following areas:
5. Please check the "Delivery Information" page at checkout for details:
Merchant-delivered orders:
Delivery areas, limitations and other delivery service terms would be listed on Terms & Conditions of the merchant shop page. Please read through these terms before placing an order.
How can I select home delivery time slot?
Ztore-delivered orders:
After you click "Checkout" from "My Shopping Cart", and finish selecting your delivery address, you are directed to the "Select Your Delivery Slot" page. A delivery timetable is displayed with the date and time shown in the first row and column respectively. You can choose your preferred time slot on this page, and continue with your checkout procedure.
Merchant-delivered orders:
Merchant will contact the recipient to arrange delivery when the order is confirmed. Please communicate delivery time with the merchant directly.
After you click "Checkout" from "My Shopping Cart", and finish selecting your delivery address, you are directed to the "Select Your Delivery Slot" page. A delivery timetable is displayed with the date and time shown in the first row and column respectively. You can choose your preferred time slot on this page, and continue with your checkout procedure.
Merchant-delivered orders:
Merchant will contact the recipient to arrange delivery when the order is confirmed. Please communicate delivery time with the merchant directly.
Can I change the delivery address for a confirmed order?
Ztore-delivered orders:
Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact our Customer Service at (852) 2154-3800 or WhatsApp (852) 5336-0757 (No calling service) for assistance.
Merchant-delivered orders:
Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact the merchant for assistance. You can view merchant contacts in order record > “Contact Merchant”.
Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact our Customer Service at (852) 2154-3800 or WhatsApp (852) 5336-0757 (No calling service) for assistance.
Merchant-delivered orders:
Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact the merchant for assistance. You can view merchant contacts in order record > “Contact Merchant”.
Can I give an ATL (Authority To Leave) for my home delivery to my doorstep security/guard/concierge?
Sure, you just need to fill in the "Special Requirement(s)" column on the page which you select your delivery time slot. We will contact you if needed. However, if your order contains intoxicating liquor, the option for leaving order at concierge will not be available. Please also ensure the recipient of the order is aged 18 or above.
Can my order be delivered to SF Locker within a specific time slot?
The locker Pick-up service does not provide any time slot selection, your order will arrive the locker in next 4-7 working days (subject to locker capacity). You can pick it up anytime once you receive an SMS / SFHK App notification containing the locker's password within 48 hours for SF Lockers.
The first 24 hours is the free of charge. You are subjected to a service charge of HKD 10 for every 24-hour delay, payable to SF Express upon collection. All collected service charge will be fully donated for charitable purpose without any cost deduction.
The first 24 hours is the free of charge. You are subjected to a service charge of HKD 10 for every 24-hour delay, payable to SF Express upon collection. All collected service charge will be fully donated for charitable purpose without any cost deduction.
Can I pick up my SF Locker or SF Store order as soon as I placed it?
Since the delivery takes time, please pick up the order after you received an SMS/ SFHK App notification. It generally takes around 4-7 working days (subject to capacity of locker and store) for the order to be available for pick-up.
Which lockers are available for selection?
You can select any lockers you like, please click here for the full list of locker locations and opening hours.
Can I select "Residents Only" lockers?
These lockers are located within private premises, you may select these lockers only if you live in the respective premises.
Can I pick up my locker order 24/7?
Opening hours vary from locker to locker, please view the full list of locker locations and opening hours here.
What should I do if I am unable to pick up my SF Locker order within the specified period?
Any unclaimed orders delivered to SF Locker after 48 hours will be expired and collection of parcels will not be available without further notice. Cancellation or refund will not be accepted.
What should I do if I have not received / lost my locker password?
Due to security reasons, the locker password will only be sent to the specific phone number entered upon order confirmation, please contact our Customer Service at (852) 2154-3800, WhatsApp (852) 5336-0757 (No calling service) or e-mail to [email protected] if you are unable to find it.
Can I pick my preferred time slot for self pick-up?
Self pick-up service does not offer time slot selection. Once the order has arrived, you may pick it up during the operation hours of the designated pick-up point within the pick-up period.
How long do I have to wait to pick up my order at the chosen self pick-up point?
An order is generally shipped according to the order sequence within 4-7 working days (except outlying islands and certain areas). The actual time of arrival may vary due to adverse weather conditions or any unexpected circumstances. Please refer to the pick-up notification.
What are the available pick-up points for Self Pick-up?
You may select your designated pick-up point when you proceed to checkout and are asked to fill out the delivery details. For more information, click here.
Is the self pick-up service available 24/7?
No. Pick-up hours may vary by pick-up point; the information on this website shall prevail. For more information, click here.
What if I am unable to pick up the order after receipt of the pick-up notification?
An order must be picked up within 4 days after receipt of the pick-up notification; friend or family member with the pick-up code may pick up the order on behalf of you. Any unclaimed order will be cancelled and discarded without further notice.
Please contact our Customer Service at (852) 2154-3800, WhatsApp (852) 5336-0757 (No calling service) or e-mail to [email protected] if unexpected events arise, requiring special pick-up arrangement.
Please contact our Customer Service at (852) 2154-3800, WhatsApp (852) 5336-0757 (No calling service) or e-mail to [email protected] if unexpected events arise, requiring special pick-up arrangement.
What should I do if I have not received the pick-up notification yet?
If you have not received the pick-up notification, you may find pick-up information, such as shipment date, Free Pick-up and Late Pick-up Period, as well as the pick-up code in My Orders.
Payment
What are the payment methods available?
We support credit card payment of VISA, MasterCard, American Express, JCB, UnionPay, AlipayHK, WeChat Pay, Faster Payment System, PayMe, Octopus APP, Octopus Wallet and BoC Pay. You may also use Z-Dollar (if any) in your account to pay. Details of Z-Dollar usage please refer to "Terms & Conditions".
Is the payment secure?
Sure! We will try our very best to safeguard your personal information from leakage and misuse during payment. Please check our "Privacy Policy Statement" for details.
Why do I need to enter verification code when checking out with a credit card?
If you see a 3-D SECURE verification page during payment, it means your credit card issuer provides 3-D SECURE service, such as Verified by Visa™ , MasterCard SecureCode™ and J-Secure. You will have to enter a password to complete payment. This extra process helps protect your credit card from unauthorized online use, giving you extra protection when shopping online.
What is my 3-D SECURE password?
You can set your password when you register with your issuing bank. If you forgot your default password, please contact your issuing bank.
Register
How to register?
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Use Desktop/Tablet
Go to Ztore.com, click on the "Login/Register" button at the top right corner, click "Register", fill in your email and password, verify your mobile and click "Register".
When you click "Get OTP", we will send a One-time Password (OTP) to your mobile. Once you submit the correct OTP, your mobile will be verified successfully. Your registration is then completed.
Use Smart Phone Go to Ztore.com, click on the "Log In" button at the top right corner, click "Register Now", fill in your email and password, verify your mobile and click "Register".
When you click "Get OTP", we will send a One-time Password (OTP) to your mobile. Once you submit the correct OTP, your mobile will be verified successfully. Your registration is then completed.
*You will not be able to create a Ztore account, if your mobile has been verified by another Ztore account.
*You must provide a valid mobile number to complete registration, for a more convenient login and to make sure you can receive our delivery notification.
What should I do if I have multiple Ztore accounts, with the same mobile number?
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You can verify your mobile in your main Ztore account.
If you successfully verify your mobile in another Ztore account, your original verified account will be unverified.
If you wish to verify your mobile in the original account again, you will have to log into the account, go to Basic Information on My Account page and verify your mobile once again.
How can I update my personal data/contact information?
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Use Desktop/Tablet
After login, you can go to "My Account" by clicking the top right corner (where your log-in name displays) to add/change your display name and contact information.
Use Smart Phone After login, you can click the square button at the top right corner of the screen and select "My Account" to add/change your display name and contact information.
How can I change password?
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Use Desktop/Tablet
After login, you can go to "My Account" by clicking on the top right corner (where your log-in name displays) to change your password there.
Use Smart Phone After login, you can click the square button at the top right corner of the screen and select "My Account" to change your password there.
What can I do if I have forgotten my password?
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Use Desktop/Tablet
Click the "Login/Register" button at the top right corner at Ztore.com homepage, then select "Forgot Password?" under the "Log In" box. Fill in your register email address as instructed and press "Send Now". We will send you a password reset email.
Use Smart Phone Click the square button at the top right corner of the screen and select "Login/Register" at Ztore.com homepage, then select "Forgot Password?" under the "Log In" box. Fill in your register email address as instructed and press "Send Now". We will send you a password reset email.
Can I change my login email once registered?
You can contact our Customer Service through phone call (852) 2154-3800, WhatsApp (852) (852) 5336-0757 (No calling service) or email [email protected]. Our Customer Service will help to arrange.
Orders
How can I place a new order?
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Use Desktop/Tablet/Smart Phone
After login and finish adding all the products to the shopping cart, you can mouse over the shopping cart icon at the top right corner. Click "Proceed to Checkout" and you will be directed to "My Shopping Cart". Confirm your shopping list here and click "Proceed to Checkout" to proceed. If you haven't logged in, you will need to proceed after login. If you have logged in, you can follow instructions to choose delivery address and time slot, then select your payment method and confirm your payment. Your order will be placed upon your payment confirmation.
How can I add an item to the cart?
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Use Desktop/Tablet/Smart Phone
You will see a bar listing all the product categories on the left side (or after clicking the top left button on the screen) of Ztore.com website. Choose the product category you are looking for. Click "Add To Cart" under the product item you want to buy. You can adjust the item number you would like to buy in the same product box. The product will then be added to the shopping cart successfully.
If I log out without placing an order, will the items in the shopping cart be kept?
If you add items into shopping cart and log out before placing an order, these items will be saved in your shopping cart. Next time when you log in to Ztore.com, you can still check out with these items. However, as system does not keep the stock for the items saved in shopping cart, the items may be sold out at that time you check out.
How can I check my order status and previous order history?
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Use Desktop/Tablet
After login, you can go to "Orders and Reviews" by clicking the top right corner (where your log-in name displays) to check your current order status and past orders.
Use Smart Phone After login, you can click the square button at the top right corner of the screen and select "Orders and Reviews" under "My Account" to check your current order status and past orders.
Can I place an order without registration?
No. You can add items to the shopping cart before you register, but you are required to register at Ztore.com to purchase your selected products and enjoy our delivery service.
Can I send an order to a different delivery address?
Sure. You can change or add delivery addresses in "My Account", or you can do this at the "Delivery Address" page during checkout. You can also change your default delivery address anytime on the same page. Please note that each order can only be delivered to one single delivery address. To deliver items to an additional address, please place a new order on Ztore.com.
Products
How can I add the products to "My Favourite" list?
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Use Desktop/Tablet
On product detail page, you can click "Add to My Favourite" under the "Add To Cart" button. You can go to "My Favourite" by clicking the top right corner (where your log-in name displays) to check the whole list of favourite products. To remove the item from the list, you can click the "Remove From My Favourites" on the product detail page or on the "My Favourite" page.
Use Smart Phone On the product detail page, you can click "Add to My Favourite" under the "Add To Cart" button. You can go to "My Favourite" by clicking the top right corner (where your log-in name displays) to check the whole list of favourite products. To remove the item from the list, you can click the "Remove from My Favourites" on the product detail page or on the "My Favourite" page.
How can I search for the products I want?
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Use Desktop/Tablet/Smart Phone
After login, you will see a navigation menu listing all the product categories on the right side (or after clicking the top right button on the screen) of Ztore.com website. Choose the product category you are looking for, and further sort the products by categories, brands or tags. You can also search the products by typing the product name, product brand or any related tagging words of the product in the search field.
What if the product I want to buy is out of stock?
You can choose to receive email notification when it is back in stock. That product will also be added to "Back in Stock Soon" if you choose to receive the notification. If you do not want to be notified afterwards, you can cancel the notification request by clicking "Cancel Notification" on the individual item in "Back in Stock Soon".
How do you ensure quality of products?
We will ensure the products delivered to you are with minimum 30-day shelf life. If the products are found to be damaged, with damaged packaging, or with suspected quality issues, we will arrange product replacement or refund whenever necessary. Please keep the photos of the products as record.
Z-Dollar
What is "Z-Dollar"?
"Z-Dollar" is the consumable amount in your registered account at Ztore.com.(1 Z-Dollar = HK$1) You can use "Z-Dollar" to replace the cash payment at Ztore.
How do I use "Z-Dollar"?
When you pay, you can choose to use "Z-Dollar" to pay. "Z-Dollar" is applicable to paying all products and delivery fee at Ztore.com. However, you can only redeem "Z-Dollar" up to a maximum of 50% of the product subtotal per transaction. The "Z-Dollar" credit balance can be used in your next purchase. Note: "Z-dollar" cannot be used in the orders of "Buy in group, Save money together!" and "Crazy Group Bargain" campaign.
How to check the transaction history and balance of "Z-Dollar"?
After login, you can check the transaction history and balance of "Z-Dollar" in "My Account".
How long is the "Z-Dollar" valid for?
Z-Dollar is valid for 1 year from the Z-Dollar credit date, or 1 year from registration date for any account that did not make any purchase. For any account that did not make any purchase in the past year, Ztore will cancel all Z-Dollar accumulated in the account without prior notice.
Can I transfer "Z-Dollar" to other accounts or redeem it for cash?
"Z-Dollar" is neither transferable nor redeemable for cash.
Promotions & Promo Codes
What is Promo Code?
Ztore launches different promotions from time to time, and the promotions operate in the form of Promo Code. Each Promo Code carries different offer, for offer details, please refer to the terms and conditions of the related promotion.
How to use Promo Code?
During promotion period, you can enter the Promo Code under the "Proceed to Checkout" button before checkout. Once the Promo Code is applied, the offer will be shown in the shopping list and you can then complete the checkout procedures.
Is there any limitation when using Promo Code?
Only one Promo Code can be applied for each order. In addition, when using the Promo Code with discount amount, total amount of the order must be at least $1 or more than the discount amount. (For example, if a Promo Code carries $50 discount, the total amount of the order should be at least HK$51).
Each Promo Code carries different terms and conditions, for details, please refer to the related promotion.
Promotion for New Customers: "New customer" means those who have not registered and purchased at Ztore.com prior to using the Promotion for New Customers. When duplicated registered phone number or home delivery address is found in database upon a new registered account, the discount will be suspended and customer is requested to return used discount amount by all means. Ztore reserves the right to cancel the order without prior notice.
All Promo Codes are not applicable to Self Pick-up Delivery Service and Merchant Delivery Orders.
Each Promo Code carries different terms and conditions, for details, please refer to the related promotion.
Promotion for New Customers: "New customer" means those who have not registered and purchased at Ztore.com prior to using the Promotion for New Customers. When duplicated registered phone number or home delivery address is found in database upon a new registered account, the discount will be suspended and customer is requested to return used discount amount by all means. Ztore reserves the right to cancel the order without prior notice.
All Promo Codes are not applicable to Self Pick-up Delivery Service and Merchant Delivery Orders.
Is there any expiry period for using Promo Code?
Each Promo Code has a designated promotion period, for details, please refer to the terms and conditions of related promotion.
Can a Promo Code be repeatedly used by one account?
It depends on the policy of the promotion, for details, please refer to the terms and conditions of related promotion.
Are promotions applicable to infant(stage 1) formula milk powder?
All promotions and Promo Codes shown on Ztore.com are not applicable to infant(stage 1) formula milk powder.
Review
When can I write my review?
All completed orders can be rated and reviewed. For delivery service orders, users are able to review their orders one day after receiving the order; for locker pick-up orders, users may review their orders right after picking up their items.
How do I review my orders?
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Users may review their orders on two aspects: "Delivery Service" and "Product". The following are guidelines for writing your order review.
Review the Delivery Service: Rate the overall delivery service and keep us on track.
Review the Product: Leave comments about the products on your order, such as taste, share your feelings towards the products with other neighbours.
A complete review consists of three different sessions.
Star Rating System: Ratings range from 1 to 5 stars, with 5 being the highest score (Very Satisfied) and 1 being the lowest score (Very Dissatisfied).
Text Comment: Either in Chinese or English.
Image Upload: You may upload up to five images that are relevant to your order.
Can I not leave any review?
Sure, but we encourage neighbours to share their comments and experiences with each other.
Do I need to fill out reviews for all products on the order?
We encourage neighbours to write reviews for all items on their orders, but you may choose to review particular products.
Can I edit my reviews and ratings?
Once users have submitted their reviews, the reviews cannot be further edited or deleted.
Why my review is not displayed on the product page immediately after submission?
The system takes time to process and display reviews on the product page, thank you for your patience.
Why my review is not displayed on the product page?
Reviews that contains any kind of advertising profane, obscene, personal attack and harassing content, would be removed without notice. Ztore reserves the right to display or remove any content.
Technical
What browsers does Ztore.com support?
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Use Desktop/Tablet
We support the following browsers: 1. Internet Explorer 11 or above 2. Chrome 3. Firefox 4. Safari 5. Edge. If you wish to maximize your browsing experience, we recommend you to set your browser to display at 100% for standard support.
Can Ztore provide an accessible website to the widest possible audience?
Ztore is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. If you find any aspect of the website inaccessible or encounter any difficulty in use, please contact our Customer Service at (852) 2154-3800 or e-mail to [email protected].