Product Quality and after sales services
How long can Mart@Here’s produce be stored?
Mart@Here’s product does not contain preservatives and pesticides; therefore, it is best to enjoy the product within the first 3 days.
How should the vegetables be stored after I received my order?
a. Leafy and soft vegetables should be refrigerated with the original packing to retain its freshness
b. If condensation occurs to the product during delivery, you should lightly pat dry or air dry and refrigerate it to prevent spoiling
c. For the best experience, Mart@Here's nutrient rich product should be consumed as soon as possible after receiving your order
What if the actual size of my produce differs from the pictures shown?
Different factors such as harvest time will affect the appearance and weight of the product. Mart@Here product are sold according to their average weight. Actual shape and sizes should based on the product received.
If there are product quality issues and missing/wrong item
Pleases provide photos of the issue as soon as possible to our customer services team through WhatsApp, they will assist you accordingly.
About Ordering
1. If ordered items cannot be fulfilled for reasons such as product shortages, supplier fulfilment, and weather issues, Mart@Here will cancel the ordered item. Our customer service team will contact you prior to the delivery
2. If your order contains a “Pre-order item”, the delivery date will be based on the “Pre-Order” Item’s availability
3. After your order has been confirmed, the delivery address and delivery date cannot be changed. You are welcomed to contact our customer service team if you need assistance
4. Each order will be fulfilled by one delivery only
5. Ordered items are ineligible for redelivery and exchange, our customer service team will guide you through our refund procedures
About delivery
1. Can I Choose next day delivery?
a. Orders before 9 a.m. will be eligible for 2 days delivery
b. Organic products are freshly delivered from our farms, therefore any orders with organic produce will take 3 days to deliver
c. Delivery time will be 10 a.m. to 6 p.m.
d. If any special request for the delivery time, please make a note to our CS
What are my delivery charges?
Orders above HK$300 will be eligible for free delivery. Orders below HK$300 will be subjected to a HK$60 delivery fee. Areas below will also be subjected to additional fees:
1. Whampoa, City One - Shatin - Additional Fees HK$30 ( Waived if order exceeds HK$380)
2. Discovery Bay - Additional Fees HK$230 (Additional Fees cannot waived)
3. Tung Chung, Lantau Island, Ma Wan - Additional Fees - HK$70. (Waived if order exceeds HK$600)
What if I'm not home to receive my order?
1. Please notify the doorman of your mansion to ensure that we can deliver the order at your door or authorize us to leave your order with a doorman or front desk person
2. If your order is received by a third party, Mart@Here will not bare any risks and damages
3. The order is automatically fulfilled if it is delivered to the address stated in the order summary, regardless of who receives the order
What if there is severe weather or traffic conditions on my delivery day?
1. All orders delayed by severe weather conditions will be redelivered in 2 days. Our customer service team will guide you through enquiries
2. Mart@Here will not be responsible for any damages caused by severe weather
Delay or early delivery. What to do?
All delivery times are dependent of traffic conditions on the day. If there are complications, our customer service team will guide you through any enquiries. However, refund is not an option.
Disclaimer
Mart@Here reserves the right to make changes to these regulations and rules without prior notice. These terms and conditions shall be governed by the laws of Hong Kong. Any disputes caused by or related to Mart@Here will be resolved privately through mediation and/or arbitration in accordance with Hong Kong laws. The original text of this document is written in Chinese. Please refer to the privacy policy and terms for the details of the Chinese and English version of the referral plan and the terms of use of this website. If there is any ambiguity, the Chinese version shall prevail.
