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dELIVERY & orders
配送及訂單
FAQ
常見問題

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dELIVERY & orders

  1. What are the shipping countries?

    • ​​In light of the current COVID-19 situation, delivery times may be longer than usual due to limited flights available. We can deliver to a limited number of countries for the moment, including USA, UK, France, Germany, Australia, Singapore, Japan, Thailand. During this period, the parcel's tracking status might take longer than usual to reflect updates. ​

  2. When will I receive my order?

    • ​Your order will be processed and packed within 3-5 working days.

    • Estimated delivery time from our Hong Kong warehouse: Hong Kong: 2-4 working days

    • USA, UK, France, Germany, Australia: 10 - 21 working days

    • Singapore, Japan, Thailand: 7 - 14 working days

  3. Will I be charged taxes and import duty for my parcel?

    • ​Shipping fees paid during checkout do not include taxes and import duties. Your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations. If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before delivery can proceed. If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged. For the most accurate and up to date information, it is best to check with your local customs office before placing an order.

  4. I cannot find my country in your delivery list, what can I do?

    • Due to the unstable shipping availability during COVID-19, some countries might have variable schedule and cost often, please drop us a message if you wish to order but cannot see your country in the list of our shipping destination. We will then provide the most updated option to you.

  5. How do I change my delivery information?

    • ​You won't be able to amend your delivery info for an order once your order is placed. Fret not, drop us a message and we'll do whatever we can to help! Just a heads up - shipping delays may occur for delivery address amendments but we promise we'll always try our best to minimise this. If your order is already delivered by the time we relay your request to our delivery partners, we may not be able to retrieve it. So contact us ASAP if you need to make amendments, we don't want your order to land in the wrong hands!

  6. Can I cancel my order?

    • ​Once your order is confirmed, no amendments or cancellations can be made to your order. Don’t forget to check your Pre-Order items before making your purchase.

  7. Can I return the products?

    • ​We value sustainability and creating a planet with as little as waste as possible. For this reason, all sales are final and returns will not be accepted. However, if an item is damaged, or you have any concerns with your product(s), please email us a photo and a description of the concern within 14 days of receiving your order and we will do our best to assist you as soon as possible.

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配送及訂單

  1. 你可運送到哪些國家? 時效多久?

    • 根據配送地址和購買時間，配送選項可能會有所不同, 受疫情所影響, 配送時間有可能延長, 而可運送的國家現為美國, 英國, 法國, 德國, 澳洲, 新加坡, 日本和泰國。

  2. 下單後運送時間須多久?

    • 你的訂單會於3-5工作天內處理及寄出，預計運送時效:

    • 香港: 2-4 工作天

    • 美國, 英國, 法國, 德國, 澳洲: 10 - 21 工作天

    • 新加坡, 日本, 泰國 : 7 - 14 工作天

  3. 我需要支付進口稅或關稅嗎?

    • 請注意，若您的訂單總額超出您所在地區的免稅金額，您需要在送貨時支付額外應付費用。Mad Jelly 不對此類費用負責，也不會提供補償。您可向您當地的海關部門獲得更多資訊。

  4. 我所在的國家不在你運送的範圍內, 我可以怎樣做?

    • 受疫情所影響, 部分國家的運送成本或時效會較不穩定, 因此並未包括在運送範圍內, 如你所在的國家不在列表中, 你可以聯絡我們, 以提供最即時及準確的運費及時效.

  5. 我可以更改送貨資料嗎?

    • 訂單一經確認後就不能再在訂單上更改送貨資料, 你可以直接經電郵聯絡我們以更改任何資料, 但如包裹已轉交給物流公司, 我們未必能進行更改, 所以如有需要請盡快通知我們.​

  6. 我可否取消我的訂單?

    • 訂單一旦確認後, 你不能作任何更改或取消, 請確認檢查訂單以保證無誤.

  7. 我可否退回產品？

    • ​為可持續性著想，我們並不接受因個人原因而退回產品的要求。然而，如你收到的產品有任何破損或問題，請於收貨的14 日內將有關問題的相片及情況發送至我們的電郵，我們會盡快處理。

FAQ

FAQ

  1. Are you sauces suitable for vegan?

    • ​​Our Killer Berry is 100% plant based and perfect for vegan. While our Hot Dancing Shrimp does contain shrimp and is not suitable for vegan.

  2. I’m allergic to peanuts, is it safe to eat the chilli sauces?

    • Our ingredients do not contain peanuts, however, the production site has processed other products that contain peanuts and therefore it is possible for our products to contain traces of peanuts, even though it is highly unlikely.

  3. How long can we keep the sauce?

    • ​You can keep our sauce for about one year, which we believe it should be finished before that! You will find the best before date on our bottle.

  4. How do we store the sauce?

    • You can store them in cool and dry places before opening. Please keep in the fridge and consume as soon as possible as our sauces are all natural, no preservatives are added! A small advice is to keep the sauce well covered in the oil part to preserve better.

常見問題

  1. Mad Jelly 的辣椒醬適合素食嗎?

    • 少女藏刀辣醬適合純素人士食用，而辣到生蝦咁跳醬含有蝦米，並不適合素食。

  2. 對花生敏感的人能安全進食Ｍad Jelly的辣椒醬嗎？

    • 我們的辣椒醬食材內並沒有花生，但由於生產此食品的廠房亦有處理其他含有花生的產品，雖然可能性非常低，我們並不能排除產品含有微量的花生。

  3. 辣椒醬可存放多久?

    • 開封前可存放約一年，你可從包裝上見到最佳食用日期。

  4. 應如何存放辣椒醬？

    • 開封前應儲藏於陰涼乾燥的地方，由於Mad Jelly的產品都不含防腐劑，開封後請存放於雪櫃及盡快食用。

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