Delivery & Returns

Free shipping on Hong Kong orders over HK$300 🚀

Once your order reaches HK$300 of qualifying products, delivery is free. For orders under the threshold, the delivery fee is calculated automatically and added at checkout.

We deliver within Hong Kong. Orders are shipped via Pickupp, or S.F. Express for remote areas. You will receive an email with tracking details as soon as your order is dispatched. For any delivery enquiry, email info@chewnchill.com.

Delivery times

Orders are delivered within 3–5 business days (Monday to Friday, excluding public holidays). If you need your order on a particular day, email us and we will do what we can.

Chilled and frozen items

Some products — including Borough Broth bone broth — are held frozen in our own freezers and packed in an insulated chiller pack so they reach you chilled and ready to use. These items travel with the rest of your order in the same delivery.

Please refrigerate chilled items as soon as they arrive, and check them on arrival. If a chilled item reaches you in poor condition, contact us within 24 hours of delivery so we can put it right quickly. Where possible, send a photo of the item and its packaging — it helps us resolve it faster and improve our packing.

Damaged, spoiled or incorrect items

We remain responsible for goods that arrive damaged, spoiled, or not as described. If that happens, we will replace the item or refund it — your choice.

To report a problem, use our Contact Us page or email info@chewnchill.com with your order number, the product name, and the batch number and expiry date from the barcode label where available.

• Chilled and frozen products: within 24 hours of delivery.
• All other products: within 14 days of delivery.

We may ask you to return the unused product, or to send photographs, before we process a refund or replacement. Refunds are issued to your original payment method.

Change of mind

Because we sell food and drink, we cannot accept returns if you simply change your mind, and we cannot accept the return of any item that has been opened, used, or stored outside the conditions printed on the pack. This does not affect your rights in respect of goods that are damaged, spoiled, or not as described.

Packaging

We avoid unnecessary packaging wherever we can, and reuse the boxes and materials our products arrive in. Insulated chiller packs are used only where a product needs them.

Acceptance of your order

Acceptance of your order is complete when we email to confirm the goods have been dispatched. We reserve the right not to accept an order — for example if we cannot obtain payment authorisation, if shipping restrictions apply to an item, if the item is out of stock, or if it does not meet our quality control standards and is withdrawn. In those cases we will refund you in full.