Frequently Asked Questions

Deliveries

1 - To where do you deliver?

Caudalie delivers within Hong Kong Island, Kowloon, New Territories, certain remote areas, outlying islands and Macau. This service is NOT available in specified areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands. ​

We ship to commercial and residential addresses only. P.O. box and logistics centers are not accepted as delivery address.​

Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only. If customer requires sending orders to multiple addresses, customer needs to place a separate order for each address.

Caudalie delivers within Hong Kong* and Macau.

*Out of service areas: Sha Tau Kok, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ma Chau, Closed Area, Lo Wu, Po Toi, Tung Lung Chau, Grass Island, Crooked Island (Kat O), Tung Ping Chau, Mui Wo, Lamma Island, Peng Chau, Cheung Chau, Tai O, Lantau Island, Discovery Bay, and Ma Wan.

2 - Delivery methods and fees​

Delivery type The delivery fee depends on the order amount Delivery Fee
Delivery Period
1. Door to door by S.F. Express
2. Self-pickup services at SF stores and EF Lockers
For orders below HKD 300 HKD 30
 
  • - Upon confirmation of payment, it will take 1-2 business days to process the order, subject to stock availability. Under normal circumstances, the order will arrive at the delivery address in 2-3 business days after dispatch. For remote areas, it might take 3-4 business days.
  • - Delivery schedule: Mondays to Saturdays: 9am-7pm (Sundays and Public Holidays: Not in service)
For orders on or above HKD 300
Free

 

3 - How long is the processing period?

Upon confirmation of payment, it will take 1-2 business days to process the order, subject to stock availability. 

Under normal circumstances, the order will arrive at the delivery address in 2-3 business days after dispatch. For remote areas, it might take 3-4 business days.

Upon confirmation of payment, it will take 2-7 business days to process the order, subject to stock availability.

4 - How can I benefit from free delivery?

For orders on or above HKD 300​.

5 - Can I request a specific delivery time?

Sorry, it is not possible to request specific delivery times.

6 - Can I receive my consignment at my place of work?

Of course, you may receive the consignment at your place of work. You may select a different delivery address by clicking on "Add another address" at the delivery option stage of your order.

7 - What happens if I am not home when the consignment is delivered?

Once the order is ready to ship, an email notification containing order tracking number will be sent to the customer. Please contact SF Express to track the shipment.

Once the order is shipped out, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. Any incurred expenses shall be borne by the customer.

If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements. S.F. Express HK hotline: +852 27300273

 

- Once the order is ready to ship, an email notification containing an order tracking number will be sent to the customer. Please contact Kerry Express(HK) to track the shipment.

- If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact Kerry Express(HK) directly in order to make further arrangements. Kerry Express(HK) hotline: +852 35130888

8 - What should I do if I made a mistake in my delivery address?

To guarantee you the fastest possible delivery, we do not enable cancellation or modification of your order once it has been finalised. If the consignment is sent to an incorrect address, it will be returned to us. As soon as we receive it, we will send the consignment to the new address that you will have indicated to us.