FAQs

An answer to every question....
and if not, just reach out and ask!

FREQUENTLY ASKED QUESTIONS

WHERE DO YOU DELIVER?

We deliver to most of the areas within Hong Kong, Please complete your sending address at checkout. Our standard delivery charge is from $75 HK Island | $85 Kowloon | $100 New territories

Please check that we deliver to your area by using area Checker in the cart.

WHAT TIME CAN I EXPECT MY DELIVERY?

Our delivery times are typically between 9am and 7pm. If you would like delivery by Midday or Specific Time, Please select this 'add on' to your order which will reflect in your cart.

Please order 2 days before should you need to have your order before a set time.

Brands/ Corporate - please contact us for bespoke arrangements outside of the above.

Please see full terms and conditions.

CAN I GET MY DELIVERY EARLIER IN THE DAY?

We can deliver before midday for an additional cost of HKD150.

We can deliver for a specific time for an additional cost of HKD250

Please select this 'add on' to your order which will reflect in your cart.

DO I NEED TO BE IN TO ACCEPT MY DELIVERY?

Yes, the customer needs to be readily available to receive the product. If the courier needs to park and pay in order to deliver, Elborn Alice will charge back the client these costs.

What is your policy if there is no one to receive the product?

Delivery will be attempted by the driver. If no one is in, the package will be handed to lobby/concierge. Failing that, delivery will be left in a safe place. This is because fresh food product cannot be couriered back to Elborn Alice. 

Elborn Alice is not responsible for the product once left in lobby/ concierge.

WHAT HAPPENS IF NO ONE IS IN TO RECEIVE MY DELIVERY?

Our courier will attempt to deliver at the shipping address provided within our delivery times.

It is soley the clients responsibility to ensure that the intended recipient is available to receive the package on the day.

Where there is no response at the address, the driver will attempt to call or WhatsApp the number provided and notify of failed delivery.

Elborn Alice is not be liable for failed deliveries due to the recipient not being in to take the order and do not offer any form of refunds in this case.

We also cannot offer redirections/ redeliveries on the same day.

RESCHEDULING DUE TO UNAVAILABILITY?

If no one is available to receive the package at the front door, we are unable to leave the grazing box unattended due to hygiene standards.

In such cases, we offer the option to reschedule the delivery for another day within the original time slot of 3:30 pm to 6:30 pm.

Please note that rescheduling due to unavailability will incur additional area charges based on your sending address. The specific charges for additional areas are as mentioned above.

(Refer delivery policy)

HOW LONG CAN THE GRAZING ITEMS STAY FRESH ONCE DELIVERED/ PICKED UP?

Graze Boxes, Platters, Boards Please consume our product within 24 hours and keep it refrigerated.

CAN I INCLUDE A PERSONALISED CHEESE MESSAGE OR BRANDING ON GRAZING BOXES/ PLATTERS?

Yes! Please select this 'add on' to your order which will reflect in your cart and put a remark at checkout.

🌿Elborn Alice Staycation Box (up to 5 letters)
🌿Share your love grazing box (up to 10 letters)
🌿Mingle Mingle grazing box (up to 12 letters)
🌿The Elborn Alice Platinum Box (up to 14 letters)
🌿Artisanal Cheese Platter (up to 10 letters)
🌿Classic Charcuterie Platter (up to 14 letters)

DO YOU PROVIDE SERVING UTENSILS AND PLATES WITH THE GRAZING BOXES AND PLATTERS?

Yes, Please select this 'add on' to your order which will reflect in your cart.

CAN I REQUEST SPECIFIC THEMES OR DECORATIONS FOR GRAZING TABLES?

Of Course, our team will try our best to assist you.

ARE THERE ANY ADDITIONAL SERVICE YOU OFFER? SUCH AS FLORAL ARRANGEMENT?

Yes, please reach out our sales team for more information.

WHAT PAYMENT METHOD DO YOU ACCEPT?

We accept PayMe, FPS, BankTransfer and Credit Card payment.

WHAT IS YOUR CANCELLATION AND REFUND POLICY?

Please refer to our refund policy.

Elborn Alice will not accept a date change on all confirmed orders. All purchases are non-refundable. 

Elborn Alice assumes no responsibility to changes in social gathering rules.

Elborn Alice Hire:
All deposits for Graze Table hires are non-refundable. We do allow date changes if notified at least 4 weeks or more in advance of your original event date. For event cancellations, any prior deposits/payments made will be forfeited.

CAN I BOOK YOUR SERVICE FOR WEDDINGS, CORPORATE EVENTS, OR OTHER SPECIAL OCCASIONS?

Of Course, That’s what we do!

ARE THERE ANY PROMOTIONS AND DISCOUNT AVAILABLE?

Subscribe to our newsletter to get the latest promotion.

HOW CAN I CONTACT YOUR CUSTOMER SUPPORT FOR FURTHER ASSISTANCE OR INQUIRES?

Please email info@elbornalice.com or WhatsApp us for a quicker assistance.

WILL YOU USE IMAGES FROM OUR EVENT ON THE ELBORN ALICE WEBSITE/ SOCIAL MEDIA?

Yes, unless our clients/customers explicitly ask us not to use images taken at their event we will use them across our platforms.

IS YOUR COMPANY REGISTERED?

Yes, we are a limited company.

WHAT IS YOUR SUSTAINABILITY POLICY?

Sustainable Packaging: All of our grazing boxes, cups, platters, cutleries and disposables are made from eco-friendly, biodegradable, or recyclable materials. We actively seek out the most sustainable packaging solutions to reduce our environmental impact.

DO YOU CATER FOR VEGETARIANS, VAGAN, ETC?

Absolutely, just let us know your requirements at checkout.

HOW MANY DAYS OF NOTICE DO YOU NEED FOR BOOKING?

🌿Grazing Boxes require 24 hours notice
🌿Grazing Platters require 2 days notice
🌿Grazing Tables require 14 days notice