1. 送貨服務

1.1 滿HK$500即可享免費送貨服務到香港特別行政區內單一送貨地點：

訂單付款金額 *使用推廣碼後(如有)	運費計算
未滿HK$500	$55
滿HK$500	免運費

1.2 標準運輸時間：1-3天，視乎實際情況而定。

1.3 我們使用本地第三方物流公司配送，有關具體送貨安排需要根據實際情況(包括但不限於交通、物流等)而定，或未能作出預先通知。

1.4 送貨時段: 逢星期一至星期日 （公眾假期除外）上午九時至下午七時正，惟最終送貨時間由第三方物流公司跟客戶作實。

1.5 送貨範圍

包括	不包括
香港島、九龍、新界區 (離島、東涌、馬灣及愉景灣除外)*。 如沒有升降機/電梯不到的樓層，需每層另加HK$50地址：客戶若要求將貨品送遞到戶，請建立訂單時於「派送備註」中注明，Luxor保留收取上樓梯費用的權利而不作另行通知。 如送貨地址為唐樓﹑鄉村或村屋：速遞員將致電閣下確認收貨地點； 如第三方物流公司的貨車未能直達的地址：祇可於停車場或村口交收。	離島、東涌、馬灣、愉景灣、龍鼓灘、落馬洲、米埔、沙頭角、羅湖、粉嶺坪輋(包括打鼓嶺) 、鶴藪、文錦渡、大埔船灣(包括鹿頸)、大埔蓮澳、西貢北潭涌一帶(包括海下灣)、西貢榕樹澳、清水灣布袋澳、清水灣大廟、沙田上禾輋/下禾輋、沙田花心坑、觀音山、鯉魚門海傍道。 任何管制區域(機場﹑貨櫃碼頭﹑港口)、中央貨倉、酒店 收貨部及禁止貨車進入之地區、 需要泊車進入之地區、 所有郊野公園範圍。

Luxor保留拒絕送貨至客戶所提供之送貨地址之權利，我們將聯絡客戶有關送貨安排。

1.6 當烈風訊號懸掛、紅色或黑色暴雨警告生效時或第三方物流公司判斷送貨並不安全的天氣情況下，送貨服務將會延期，我們將會聯絡閣下更改送貨日期。

1.7 我們會將閣下訂購的貨品透過我們的職員或第三方供應商送遞閣下所提供的送貨地址。當貨品送遞至閣下所提供的送貨地址，必須由閣下親自接收貨品（除閣下已向我們作出特別指示，可將送貨物品置於門外或大堂管理處（閣下須就該等送貨自行承擔送遞貨品在任何情況下導致遺失/品質異常之風險）的情況外）。倘閣下因任何原因而未能接收貨品，閣下同意及接受我們有權選擇向閣下收取額外費用或取消閣下訂購。

1.8 下單後，送貨地址或選擇之送貨時段如有任何變更，請即時通知我們，以便安排。我們會盡最大努力提高客戶的服務體驗質素，惟不能保證滿足所有指示。

1.9 當閣下所購產品已送交閣下，閣下將成為貨品的擁有人。當貨品已送交閣下，閣下將自行承擔持有產品的風險而我們將無須為它們的損失或損壞負責。

 

2. 退款及退貨

2.1 如閣下於收貨後發現產品出現以下情況，可向我們要求退貨及更換產品。惟所有退貨或更換要求必須在收貨後3個工作日內通知我們，並於指定時間內完成退貨手續：

(i) 產品已損壞 /包裝不完整

(ii) 出現品質問題

(iii) 遺漏或錯誤送遞產品

2.1.1 閣下必須就上述 (第5.1項) 要求提供證明以供核實，包括：

(i) 出示有效文件 / 證據證明有問題之產品於 luxor-hk.com購買; 及

(ii) 把有問題之產品的相片透過電郵 / 即時通訊軟件發送給我們作為證據

2.1.2 如閣下於收貨後發現產品出現以下情況，可向我們要求退貨及更換產品。惟所有退貨或更換要求必須在收貨後三( 3 )個工作日內通知我們，並所有上述 (第5.1項) 要求一經核實，我們會於七 ( 7 )個工作天內就相同產品安排退貨及更換。如果該產品沒有存貨，我們將會退回相等金額。

2.1.3 新鮮冷凍食品皆屬易腐壞性質，恕不提供退換貨服務。如果閣下的訂單因您提供的收件人地址不正確，或者我們按照條款和條件發貨而您拒絕收件，因我們無法確保貨品被退回之後的保存狀況時，恕無法提供退換貨，您將不會獲退款。如果由於地址不正確而導致延遲送貨，或者如果您沒有及時通知我們並無法在交貨日期取貨而導致食品產生腐壞等保存不當之耗損時，我們則不會作出補償。

2.1.4 所有退款將以相等金額退回至閣下的付款帳戶中。退款時間為約10-20個工作天。一旦提交申請，退款不能被取消。

Delivery 

1.1 We offer FREE delivery (single location only) for purchases over HK$550 net after using promotion code. For orders under HK$550 after using promotion code, a delivery charge of HK$55 per each order shall apply.

Order Net Total (after using promotion code)	Delivery Charge
Under HK$550	$55
Over HK$550	Free

1.2 Standard delivery: 1-3 days

1.3  For delivery address without elevators, the delivery staff may require the customer to pick up products at the ground floor of Tong Lau / the gateway of the village.  If needed to deliver to your address, we may offer service up to 5th floor with surcharge.  A delivery surcharge may be collected by delivery staff when you receive the goods.

You must indicate when check-out if delivery address is not supported with elevator. Luxor reserves the right to collect surcharge without prior notice.

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

1.5 Delivery Area

Available Area

Unavailable Area

Hong Kong Island, Kowloon, New Territories and designated outlying islands - If elevator is not available at delivery address: Please indicate when check-out, Luxor reserves the right to charge additional costs without prior notice. - If delivery address is Tong Lau, Village, Village Houses: the courier will further confirm the pick up point with the customer - If courier van cannot reach the address directly: Only drop off at carpark or village gate.

(1) Tung Chung, Ma Wan and Discovery Bay Lung Kwu Tan, Lok Ma Chau, Lau Fau Shan, Mai Po, Sha Tau Kok, Lo Wu, Fanling Ping Che (including Ta Kwu Ling), Man Kam To, Tai Po – Plover Cove (Including Luk Keng), Tai Po Lin Au, Sai Kung – Pak Tam Chung (including Hoi Ha Wan), Sai Kung – Yung Shue O, Clear Water Bay – Po Toi O, Clear Water Bay – Tai Miu, Shatin - Sheung Wo Che/Ha Wo Che, Shatin - Fa Sam Hang, Temple Hill, Lei Yue Mun Praya Road, and other Outlying Islands under out of ‘Available Area’, (2) Restricted districts (Airport, Container Ports, Terminals), central warehouses, receiving department of hotels and areas that vans cannot access, (3) Areas require parking fee, (4) All country parks.

1.6  We currently provide delivery service on Monday to Sunday (except public holidays)  from 10:30 to 18:00.

1.7 We currently do not make deliveries to the following areas: (1) Outlying islands, (2) Restricted districts and areas that vans cannot access or require parking.

1.8 We will deliver the products ordered by you to the address you give us for delivery at the time you make your order through our staff or a third party provider. You shall accept the products yourself (except where you have specifically instructed us to leave your delivery outside the door or at the concourse - missing delivery under such circumstances shall be at your own risk) when the products are delivered to the address you give us for delivery. You agree and accept that we are entitled, at our option, to charge additional costs or cancel your order in the event of your failure to accept delivery for whatever reasons.

1.9 It is your responsibility to inform Luxor immediately of any changes to your delivery address or preferred delivery time slot after placing order.

1.10 You will become the owner of the product(s) you have ordered when they have been delivered to you. Once product(s) has been delivered to you, they will be held at your own risk and we will not be liable for the loss or damage.

 

2. Refund & Replacement

2.1 If you find your product(s) in situations listed below, you can request replacement of specific product(s) within 3 working days after delivery:

(i) Breakage/ Incomplete product package

(ii) Quality issue

(iii) Short-shipment or wrong delivery

2.1.1 You are required to provide proof for approval of any request (stated in clause 5.1) as below:

(i) provide valid proof of purchase from luxor-hk.com; and

(ii) send photos of the concerned item(s) to us via email / instant messaging software.

2.1.2 We will arrange replacement of equivalent product within 7 working days upon approval of any request listed above (stated in clause 5.1). If the specific item is out of stock, we will credit the equivalent amount of Luxor point into your Luxor account.

2.1.3 We do not accept returns of fresh and frozen goods due to their perishable nature. If your order is returned to us because of an incorrect address provided or refusal of delivery when shipped according to our terms and conditions, we cannot guarantee the condition of the returned goods, must dispose of the contents, and you will not be refunded. In the event an order is delivered late due to an incorrect address or if you are unable to retrieve on the delivery date without prior notification and thawing/damage occurs, you will not be refunded.

2.1.4 All refund will be credited into your payment account. Refund takes approximately 10 -20 business days. Once issued, a refund cannot be canceled.