Frequently Asked Questions

To place an order, you are required to register an account with Kowloon Dairy Home Delivery to :
(i)      Place an order or register for product subscription plans;
(ii)     Track your order and review past purchase;
(iii)    Build a customised “Wish List” for faster orders;
(iv)    Add sold out items on “Wish List” and receive notifications when stock arrives;
(v)     Manage and track the status of your subscription plans;
(vi)    Save your address details for faster shopping experience;
(vii)   Manage your account details, address book and email preferences.

You will receive an email to advise delivery details shortly after you place your order.

(Our delivery service is available from 9:00 a.m. to 5:00 p.m. on Monday to Saturday (excluding Sunday and Public Holiday and any dates when typhoon warning signal No. 8 or above or black rainstorm warning is in force).

• One-time Purchases: If a scheduled delivery date falls on a public holiday or other non-service day, the delivery will be rescheduled to an earlier or later date within the nearest delivery schedule for that area, subject to our delivery capacity on that day. We will contact you in advance to confirm the actual delivery date.

• Monthly Subscriptions: If a scheduled delivery date falls on a public holiday or other non-service day, that delivery will be skipped and postponed to the next scheduled delivery date in your subscription plan (according to your subscription cycle). Your subscription plan will be extended accordingly to compensate for any deliveries suspended due to public holidays or non-service days.

Free delivery service will be provided for any individual order with purchase over HK$ 150 (after discounts or/and using coupons and/or discount codes) or for subscription plans with purchase over HK$ 100 per delivery. Otherwise, HK$ 60 delivery fee will be charged for each delivery service provided.

Please modify your basket to checkout subscription plan and A La Carte items individually.

If you are still experiencing difficulties, please contact our customer service at homedelivery.cs@kowloondairy.com or +852 6196 6572.

If you have forgotten your password, you can request a reset password link by clicking “Forgot Password?” on the sign-in page and follow the instruction.

Please contact our customer service at homedelivery.cs@kowloondairy.com or +852 6196 6572 as soon as possible to arrange the return of the damaged merchandise and delivery of a replacement. Kindly notify us within two days of receiving the goods. Please note that we are unable to provide compensation for any delays.

Please contact our customer service at homedelivery.cs@kowloondairy.com or +852 6196 6572 as soon as possible to arrange a new delivery. Kindly notify us within two days of receiving the goods. Please note that we are unable to provide compensation for any delays.

Confirmed orders will be difficult to amend and cannot be canceled or refunded. If you have any concerns, please contact our customer service.

Please login and select “My Address” under the “My Account” page, and change the delivery address.

To change the delivery address after placing an order, please contact our customer service at homedelivery.cs@kowloondairy.com or +852 6196 6572 as soon as possible.

If you cannot find your address on our delivery list, it indicates that the address is beyond the reach of our current delivery service. We strive to expand the coverage and enhance our service quality, as soon as we can. Please contact our customer service to register your interest and we will keep you updated.

Our subscription plan is valid for 12 months, and thereafter, we will automatically renew your subscription at the end of each subscription period. You can terminate the plan at any time within 20 days from the date of purchase. However, if you decide to terminate the plan after the initial 20-day period, a processing fee of 10% of your total annual subscription amount will be charged. If you wish to terminate the subscription plan, please contact our Kowloon Dairy customer service team and submit a termination request. Please note that it will take at least one week after submitting the termination request to receive the relevant confirmation.

Each subscription plan offers a maximum of two opportunities to change the merchandise or quantity. If you wish to change the merchandise or quantity, please contact our Home Delivery customer service hotline at +852 6196 6572 or email us at homedelivery.cs@kowloondairy.com, at least 30 days prior to the upcoming billing cycle, and provide us with the instructions for the changes. The requested changes will take effect in the subsequent billing cycle.

If you are not in Hong Kong and wish to temporarily suspend your subscription, please contact us at least two working days in advance and provide the dates for the suspension and resumption of delivery. We will temporarily pause the deliveries during the specified period and adjust the end date of the subscription plan accordingly. Please note that we may not be able to accommodate requests made with less than two working days' notice.

If you need to change the delivery date, please contact our Kowloon Dairy customer service team no later than 2 pm on the working day before the delivery date and provide the desired delivery date. We will do our best to accommodate your request based on our delivery schedule. Please also note that we cannot guarantee to arrange delivery in designated time period. If you have any concerns, please contact our customer service.

If you wish to arrange for the goods to be collected at the building management office or reception desk, please communicate directly with the office/reception desk and confirm the arrangement in advance. Please note that we will not be held responsible for any loss, damage, or deterioration of the products resulting from the request to leave them at the doorstep or collect them at the management/reception desk. Therefore, we will not provide any replacement or compensation in such cases.