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FAQ

  • Can I call to place my order?

    Yes. Please call our Customer Care at 2947-7248, and one of our representatives will be happy to assist you.

  • Can I arrange delivery to 2 different addresses for 1 order?

    Currently we do not support multiple delivery addresses. Please purchase the items in separate orders if you would like them to be delivered to separate addresses.

  • What is your delivery area coverage?

    At this stage, we deliver to most of Hong Kong urban areas but do not deliver to some remote areas. Please refer to the following table for areas that we do not provide delivery service.


    Deliveries cannot be made to
    		Lo Wu, Lok Ma Chau restricted area, Mai Po, Man Kam To, Tak Ku Ling, Grass Island, Mui Wo, Po Toi Island, Tai O, Tung Lung Island, Tung Ping Chau, Ping Chau, Lamma Island, Cheung Chau, Pui O, Kwai Chung Container Terminals areas, restricted areas and PO box address.


  • Can alternative arrangements to be made with the courier?

    We will only arrange delivery to the address which shows on the order specified by you. It is not our policy to leave the goods in the location not shown on the order and without your signature, if you insist our courier to leave the goods in other location, any risk of lost will be borne by you.

  • Does delivery require signature?

    The person who receives the shipment will need to sign a confirmation of receipt of the shipment. 

  • Typhoon Signal 8 or Black Rainstorm Signal is hoisted?

    Our delivery service will be suspended when Typhoon Signal No.8 or higher/ Black Rainstorm Signal is hoisted or affected by other weather or road and traffic conditions whereby delivery is considered unsafe. We will resume delivery service within 2 hours after cancellation/ lowering of the signal and the road and traffic conditions return to normal. Under these circumstances, shipments may be delayed, but we will resume normal operations as soon as possible.

    If Typhoon Signal No.8 or higher/ Black Rainstorm Signal remain effective at 1 p.m., delivery service will resume on the next business day.

  • How much do I need to pay for delivery?

    Industrial / commercial building or Home Delivery

    Spending HK$600 or above per order, you will be entitled to free delivery.

    Additional surcharge for remote areas.

  • Is my delivery fee charged on per item or per order?

    Your delivery fee is charged on per order basis no matter how many shipments/items there are in your order.

  • What is UCCL Return & Exchange policy?

    RETURN & EXCHANGE POLICY

  • How can I change the delivery information for my existing order?

    All orders are processed at the time of order confirmation. Change request will result in possible delay and HK$50 handling fee. Please contact UCCL customer care via +852 2947 7248 for more details.

  • Will UCCL ask me for the reasons for return?

    Yes, our customer care representatives will ask you to provide a photo/video of the product and we only accept the following valid reasons:

    • (a) Item(s) is having quality issue, which is the “best before date” has passed; or
    • (b) Item(s) was delivered in mistakes on either the quantity or items due to UCCL shipping error.
  • Can all items be return?

    No, the following items cannot be returned due to hygiene and food safety issues:

    • i. All grocery products, food and beverages
    • ii. Coffee machines and grinders
    • iii. All consumables (such as coffee machine detergent)
  • Will I need to pay for the delivery cost for the return of products to UCCL?

    If UCCL accepts your return request without any charge to you. However, UCCL reserves the right to charge you for a HK$150 or such amount as we think to fit the administrative fee if any return request is unfounded or malicious.

  • If UCCL accepts my refund request for the products, will the delivery fee for the products be refunded to me also?

    Yes. The relevant delivery fee for the returned product will be refunded if your return request is accepted by UCCL, provided that the returned product is the only item in the order. If there are more than one item in order, delivery fee for that shipment will not be refunded even though we have accepted your refund request for one of the items in that order.

  • When will I receive any refund?

    Once your refund request is accepted and the quality of the returned product is checked and evaluated, the refunded amount will be processed in 7 - 14 working days. The actual date varies based on the business practices of banking services involved.

  • Can I request repair and maintenance service?

    Please refer to the product page for detail. You also can contact UCCL customer care for more information about the repair and maintenance.