FAQ

1. Can I start shopping without registering?

You must register before placing any orders at www.wellcome.com.hk. However, you can still browse products and register anytime without registration before checkout. Registration is free and there is no obligation to shop after you have registered.

If you're ready, you can register now.

2. Why must I select a delivery method and location before I shop?

Wellcome may carry different products at different locations. Products that are available in one district may not be available in another. Selecting your delivery method, and delivery district or pick-up location before you shop will give you extra peace of mind that everything you order can be delivered/ provided to you.

3. How do I start shopping?

You are able to start browsing and adding items to your basket by logging-in, or selecting a Delivery Method, Delivery District or a Pick-up Location. Please refer to Getting Started for more information.

4. How do I find special offers or promotions?

Visit the Must Buy section of the site by selecting ‘Manager’s Special’ on the top navigation menu. All products listed there are on promotion. Please refer to Browsing the Store for more information.

5. How do I checkout?

Once you have added items to your Cart, you may Checkout at any time by selecting ‘Checkout’ at the bottom of My Shopping Cart. Please refer to Checkout for more information.

6. What payment methods can I use?

For delivery service, you may pay by cash on delivery, cheque on delivery, Wellcome vouchers on delivery (no change will be given if voucher amount exceeds transaction amount) or by credit card. Please note that you will not be allowed to pay by cheque on first time deliveries. For “Click and Collect” Service, you should pay by credit card. For credit card purchases, Visa, MasterCard and American Express cards are accepted.

7. Is there any upper limit for online shopping at www.wellcome.com.hk?

For security reasons, the total amount of your order cannot exceed HK$10,000 if you are paying by Visa, MasterCard or American Express cards.

8. What if there are mistakes in my order?

Upon delivery or order pick-up, the driver or store staff will sign off every delivery/ pick-up with delivery/ pick-up date and time and a signature by the customer. If there are any discrepancies, they must be reported to us within 24 hours of receiving the order. You can contact us:

For delivery service, call at 2870-8888, via fax at 2555-9622, or via e-mail to wdservice@dairy-farm.com.hk

For “Click and Collect” service, call at 2299-1133, or via email to informationwdclick&collect@dairy-farm.com.hk

Wellcome cannot take full responsibility for any discrepancies if you have specifically requested that the delivery be left outside the door in your absence.

9. What if items are out of stock?

We endeavour to always have your requested items in stock. However, sometimes this is not possible. If your requested items are out of stock, you will be able to choose an available substitute. Product availability should be confirmed during the checkout process. If any of your chosen products are found to be out of stock after your order has been confirmed, we will contact you directly regarding delivery arrangements.

10. What if products are damaged or spoiled?

Wellcome will replace or refund products that are damaged, spoilt, or out of date. We will also replace or refund products if the wrong product was picked or if a product was not included in your original order.

11. What if there is a mistake on the invoice?

If the invoiced price is different from the product price at time of order, we will refund the difference as described in the pricing policy.

12. How do I cancel my order?

To cancel your order, immediately contact us:

13. How can I check my order status and details of my previous orders?

You may check your order status and details of your previous orders by clicking on the My Orders button located on the top right corner of the page. Please refer to My Orders for more information.

14. How can I update my personal information?

You may update your personal information by clicking on the My Account button located on the top right corner of the page. Please refer to Updating Your Personal Details for more information.

15. How do I send my order to a different address?

You may change the delivery district or pick-up location by simply clicking on ‘Change’ at the top of My Shopping Cart. For delivery district, you may select another address from your Address Book, or to add a new address. For pick-up location, you may simply choose from the selection menu. Please refer to My Shopping Cart for more information.

16. What should I do if I have forgotten my password?

If you have forgotten your password, you may retrieve it by clicking here. Enter your username, which is the email address you registered with www.wellcome.com.hk and then click the "SUBMIT" button. An email with a password and link will be sent to your registered email address so that you can reset you password. Please refer to Retrieving Your Password for more information.

17. How do I add products to my personal shopping List?

You may add a product to your personal shopping list by clicking ‘Add to List’ on the selected product details page. Please refer to Adding Products to your Shopping List for more information.

18. What browsers does www.wellcome.com.hk support?

www.wellcome.com.hk supports Internet Explorer 10 or above, Mozilla Firefox 3 or above, Chrome 10 or above, Opera 10 or above, Safari 6 or above and iPad Safari (iOS 6.0+). We use HTML tables, Transport Layer Security (TLS) 1.1 or above, cookies and JavaScript to provide required web services, so please enable them in your browser settings for a better shopping experience. For the best viewing experience, please set display size to 100%.

19. I am not a Hong Kong Resident. Can I still place an order at www.wellcome.com.hk?

You are more than welcome to place an order on our online shopping site to be sent to a Hong Kong address; or to pick up the order at specified stores with our “Click and Collect” service.

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