FAQ

Delivery

What are the delivery options?
    *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: Applicable to all orders.

    *Subject to surcharge based on order amount. Please click here for more details.
What is the minimum order I should place to enjoy free delivery?
    All orders above HK$350 or HK$30 are eligible for our FREE home delivery service and FREE self pick-up service respectively; orders that fulfill the locker pick-up conditions (more details click here) with order amount above HK$150 are eligible for our FREE locker pick-up service. Orders below the above stated amounts are subjected to delivery surcharges, HK$50 for home delivery, HK$30 for self pick-up and HK$15 for locker pick-up service.
    *Order amounts before the application of promotional codes are considered; each order can only be delivered to one destination / pick-up location.
What are the general home delivery time slots?
    We provide 3 delivery time slots every day (from Monday to Sunday). 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
Where do you deliver?
    We provide delivery service to addresses in Hong Kong Island, Kowloon and the New Territories, except areas specifically mentioned.

    We currently provide specific delivery time slots to the following areas(except public holidays):
    (i) Tung Chung, (ii) Ma Wan, (iii) Discovery Bay (iv) Airport.

       (i) Specific delivery time slots for Tung Chung:
           Every Monday, Wednesday, Friday (14:30 – 18:30 and 18:30 – 23:00)
           Every Tuesday, Thursday, Saturday (10:00 – 14:30 and 14:30 – 18:30)
       (ii) Specific delivery time slots for Ma Wan: Every Tuesday, Saturday (10:00 – 14:30)
       (iii) Specific delivery time slots for Discovery Bay: Every Tuesday, Saturday (10:00 – 14:30)
       (iv) Specific delivery time slots for Airport: Every Thursday (10:00 – 14:30)
    Delivery Day Delivery Time Cut-Off Time
    Tung Chung Every Tuesday, Thursday, Saturday 10:00 - 14:30 12:00 previous day
    Every Monday to Saturday 14:30 - 18:30
    Every Monday, Wednesday, Friday 18:30 - 23:00
    Ma Wan Every Tuesday, Saturday 10:00 - 14:30
    Discovery Bay
    Airport Every Thursday 10:00 - 14:30

    Please kindly note that some delivery time slots of Hong Kong Island North East, Sai Kung & remote areas in the New Territories are blocked.

    We currently do not deliver to the following areas:
    Outlying Islands except Airport, Ma Wan, Discovery Bay & Tung Chung AsiaWorld Expo Cheung Chau
    Disneyland Peng Chau
    Lamma Island
    Restricted districts and areas that vans cannot access
How can I select home delivery time slot?
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.
Can I change the delivery address for a confirmed order?
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 2154-3800 or WhatsApp 5547-0582 (General Enquiry & After Sales Service) for assistance.
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 the 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 capacity of locker). You can pick it up anytime once you receive an SMS containing the locker's password within 40 hours for EF Lockers, or 48 hours for LockerLife Lockers.
Can I pick up my locker order as soon as I placed it?
Since the delivery takes time, please pick up the order after you received an SMS notification. It generally takes around 4-7 working days (subject to capacity of locker) 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 Locker order within the specified period?
Your order will be cancelled if it is not picked up within 40 hours for EF Lockers, or within 48 hours for LockerLife Lockers. You can reach our Customer Service at 2154-3800, or WhatsApp 5547-6255 (Delivery Enquiries), if there are specific circumstances for rescheduling.
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) 5547-6255 (Delivery Enquiry) or e-mail to cs@ztore.com if you are unable to find it.
When can I pick up my order at the chosen self pick-up points?
The time for order collection varies according to your selected self pick-up address. Self pick-up orders would be available for pick up within 3 working days from the date of order depending on the circumstances. You can pick up your package at designated points within 3 days after receiving the mobile notification from Ztore.
How long do I have to wait to pick up my order at the chosen self pick-up point?
Due to logistical concerns, customers would receive a mobile message from Ztore, indicating the details for self pick-up, in 3 working days after their date of order. If your order contains intoxicating liquor, please ensure the recipient of the order is aged 18 or above.
What are the locations for the self pick-up service?
You can choose our selected pick-up points while completing your order.
Is the self pick-up service available 24/7?
Each self pick-up point has its own service hours. Please check the addresses and service hours of the respective locations while completing your order.
What if I am unable to pick up the order within 3 days after receiving the pick-up reminder message?
Your order would be cancelled if it is not collected within the period indicated on the reminder message. Please contact our Customer Service at (852) 2154-3800, WhatsApp (852) 5547-6255 (Delivery Enquiry) or e-mail to cs@ztore.com if there are specific circumstances for rescheduling.
What should I do if I have not received a message / notification from Ztore?
Mobile message will be sent in 5 working days after your order confirmation. If you have not received any notification from us, please contact our Customer Service at (852) 2154-3800, WhatsApp (852) 5547-6255 (Delivery Enquiry) or e-mail to cs@ztore.com.

Payment

What are the payment methods available?
We support credit card payment of VISA, MasterCard, American Express, JCB, UnionPay, AlipayHK, Faster Payment, PayPal, Octopus APP, O! ePay App and TNG payment. 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.

Register

How to register?
    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 and click "Register".

    Use Smart Phone Go to Ztore.com, click the square button at the top right corner of the screen and select "Login/Register”. Click "Register", fill in your email and password and click "Register".
How can I update my personal data/contact information?
    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?
    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?
    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) 5547-0582 (General Enquiries & After Sales Service) or email cs@ztore.com. Our Customer Service will help to arrange.

Orders

How can I place a new order?
    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?
    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?
    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?
    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?
    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.
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 12 months from the last purchase date of account. For any account that did not make any purchase in the last 12 months, Ztore reserves the right to cancel all "Z-Dollar" accumulated 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.

Promotion Code

What is Promotion Code?
Ztore launches different promotions from time to time, and the promotions operate in the form of promotion code. Each promotion code carries different offer, for offer details, please refer to the terms and conditions of the related promotion.
How to use Promotion Code?
During promotion period, you can enter the promotion code under the "Proceed to Checkout" button before checkout. Once the promotion 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 promotion code?
Only one promotion code can be applied for each order. In addition, when using the promotion code with discount amount, total amount of the order must be at least $1 or more than the discount amount. (For example, if a promotion code carries $50 discount, the total amount of the order should be at least HK$51).
Each promotion 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 promotion codes are not applicable to Self Pick-up Delivery Service.
Is there any expiry period for using Promotion Code?
Each promotion code has a designated promotion period, for details, please refer to the terms and conditions of related promotion.
Can a Promotion 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.

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?
    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?
    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.