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FAQ

Delivery

1. How to calculate delivery fee?

We offer FREE delivery (single location only) for purchases over HK$500, (HK$300 during promotional period). For orders under HK$500 (HK$300 during promotional period), a delivery charge of HK$100 shall apply.

2. How do I know if it will ship to my address?

At this stage, we do not deliver to the following remote areas:

- construction sites, country parks, restricted areas, airport, MTR stations, PO boxes.

- any outlying islands

3. My orders have yet to arrive, what should I do?

You can check your order delivery status anytime at your convenience by accessing "My Orders". Please log in to your account, and then click on "Orders" inside the "My Account" Icon to check your order details and delivery status. Here is a list of delivery status for your reference:

- Order confirmed and under preparation

- Product ready, will be delivered soon

- Dispatching

- Acknowledged receipt by customer

- Rejected by customer

- No recipient

- Transaction Completed

In rare case, when a product you ordered is out of stock, we shall notify you by email and arrange refund to your credit card account within 30 working days.

4. What is the delivery arrangement under severe weather conditions?

Delivery services shall delay when typhoon signal, a red or black rain warning is hoisted; or such other weather conditions whereby delivery is considered as unsafe. In this event, you will be contacted to re-schedule delivery time.

 

Order

1. How to place order?

Simply add any items you like to buy to the shopping cart. When you are ready to check out, click the "Shopping Cart" icon on the top right of the page to check   out your shopping cart. When you hit th "Proceed to Payment" button, you will prompted to login your account if you have not done so. You will need to fill in your order details, including your delivery address, confirm or change your payment method and your billing address. By hitting the "Go Payment" button you will be brought to AsiaPay's Pay Dollar Payment Service page to process your online payment. You are prompted to enter your credit card number, the expiry date, cardholder's name and the security code on Asiapay's page to process your payment request. Do not exit the page nor hit the back button to return to previous page when it is processing the payment, otherwise the order cannot be completed. When payment is successfully completed, you will receive a confirmation email on the order.

2. How to make payment?

When you checkout, the total balance of the order is calculated for you, including any shop discounts, and any delivery fee charged. Click on the "Proceed to Payment" button and you will be brought to our payment partner, Asiapay's PayDollar Payment Service page for the online payment. You are prompted to enter your credit card number, the expiry date, cardholder's name and the security code on Asiapay's page to process your payment request. Do not exit the page nor hit the back button to return to previous page when it is processing the payment, otherwise the order cannot be completed. When payment is successfully complete, you will receive a confirmation email on the order.

3. How long will it take before I receive my order?

Delivery time depends on the products, please refer to the estimated delivery time displayed on each product's page. To check the delivery status and details of your order, please go to "Orders"

4. Why I did not receive Homealimental email?

The email address you provided in registration is our main way of communicating important messages to you, including any information related to your purchase orders. Please check your email settings and avoid mistakenly marking Homealimental emails as spam mails. If you do not receive our emails, try checking your spam box or promotions box. If you would like to avoid this from happening, you can add @homealimental.com to your address box or set our emails as non-spam.

5. What is “Add to my Favorite”?

When you see any item you like to save it for later, you only have to click "Add to Favorite" or the heart button to save to your favorite list. You will be required login to your member account to save your favorite list.

 

Return & Exchange

1. Is there anything I need to be noticed before returning the products?

Goods must be unused, unopened and in the same condition that you received it. Please include the following: the original packaging, packaging box, tags, certificates, manufacture warranty card, instructions, gifts and all other accessories etc. Also make sure the package is undamaged, tags are intact and attached to the item, and if any of these are damaged they are deemed non-returnable.

 

Managing My Account

1. How to create an account?

Click "Register" on the top right corner, then "Create an Account". Enter your name, contact number, mailing address, a valid email address to receive our latest news for registration and a password that contains at least 6 alphanumeric characters. You will then receive an email with an activation link, click on it to complete the process for creating your account.

2. I forget my password

Click on the "Login/Register" button at the top right corner at homealimental.com homepage, then select "Forget Password" under the "Registered User" box. Fill in your register email address as instructed and press "Email to me". We will send you a password reset email.