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Frequently asked questions

Most Frequently Asked

Are honestbee prices higher than in-store?

Occasionally prices on honestbee.hk website and mobile apps may differ from in store prices. The stores that offer the same price as in store have a label. Navigate to the Stores page and check for labels under store logos.

Why can’t I find my address on honestbee?

honestbee currently serves all of Hong Kong Island. If you don’t live on Hong Kong Island, please sign-up and we will be in contact when we expand our delivery zone.

If you live on Hong Kong Island and cannot find your address, please enter only your street name and number, e.g. 41 Graham Street.

Why haven’t I received order confirmation/final receipt?

We send you the order confirmation immediately after you have placed an order. Occasionally emails end up in the junk/spam folder. Take a look there.

To make sure we charge you the correct in-store price, we take time to double check your final receipt. We aim to send you your receipt 15 minutes after you have received your delivery. Occasionally, there might be a delay. However, rest assured, you will get your final receipt within 48 hours of delivery.

How do I use a coupon?

  1. Log in to your honestbee account.
  2. Once you have finished selecting items, click the cart icon.
  3. You will have a chance to review your order. Once you have done that, click Check Out.
  4. Scroll down. You will see the Coupon field after Payment.
  5. Enter the coupon code and click Apply or select from coupons available to you in your coupon wallet..
  6. If the coupon you want to use has a minimum spend, you need to meet it to redeem the coupon. Minimum spend is the Subtotal of your order. The concierge fee is not included in the minimum spend. Learn more

Why are items missing from my order?

Although our goal is to fulfil every order, sometimes we find out an item is out of stock only when our concierge shopper is doing your shopping at the actual store near to you.

If an item is missing from your order, check your final receipt (usually sent within 15 minutes) if on it the items are marked as delivered or out of stock. If the items are shown as delivered, but they’re not there, please contact us.

What happens if an item is out of stock?

You can select a substitute on our website or mobile apps to let your concierge shopper know what to buy in case an item is out of stock.

If you haven’t selected a substitute on our website or mobile apps, your concierge shopper will suggest one and text you a link to a simple web page where you can review it. You will have 10 minutes to do so. We won’t buy the substitute without your approval!

If you choose not to substitute, or if your preferred substitute is not available, we'll remove the item and adjust your final receipt accordingly.

How does honestbee refund charges for out of stock items?

Your card is only charged after you receive your delivery. If an item is out of stock, your receipt is adjusted before we make deductions.

What is a substitute?

At times, your original item of choice may be out of stock. You can either select a substitute through our website or app, or let your concierge shopper suggest a substitute while shopping.

How do I leave instructions for my concierge shopper?

Our trained concierge shoppers always carefully choose items to make sure you get fresh, good quality produce. If you want to leave more specific instructions, for example, “Please ask the butcher to grind my meat coarsely,”, you can do it after you add an item to your cart in the “Add instructions” box.

About Us

What is honestbee?

honestbee is Asia’s leading online grocery concierge service. Our trained concierge shoppers carefully pick the freshest produce from stores in your area. Our delivery bees make sure you get your shopping on the same day, within a 1-hour delivery window.

How is honestbee different from other online grocery stores?

Other online stores available in Hong Kong can only deliver from one store or inventory. honestbee does not stockpile goods in a warehouse. Instead, our trained concierge shoppers go to stores near you and hand pick every item when you place an order. That's how we ensure you have the widest possible choice of fresh, great quality items.

Getting started

Is honestbee available in my area?

Enter your street address, and we'll show you the stores available in your area.

honestbee currently serves all of Hong Kong Island.

How do I start shopping?

  1. Sign up with your email to create an account.
  2. Enter your postal code, and we'll show you the stores available in your area.
  3. Start shopping!

How do I place an order?

  1. Log in to your honestbee account.
  2. Choose the store you want to shop from.
  3. Browse or search for the items you want and click Add to Cart.
  4. After you have selected an item, you will be able to select a substitute for it.
  5. When you are done selecting items and substitutes, click the cart icon.
  6. Review items in your cart and click Check Out.
  7. Choose whether or not you want to be contacted if an item is out of stock.
  8. Choose a delivery time slot, enter your delivery address, instructions for our delivery bees (if any) and a mode of payment.
  9. Click Place Order, and you're all set!
  10. You will receive a confirmation email shortly to your registered email address.
  11. You can go to your profile icon and click Your Orders to ensure that your order has been processed.
  12. After your order is delivered, you'll receive your final receipt, adjusted for out of stock items and in-store prices.

How do I use a coupon?

  1. Log in to your honestbee account.
  2. Once you have finished selecting items, click the cart icon.
  3. You will have a chance to review your order. Once you have done that, click Check Out.
  4. Scroll down. You will see the Coupon field after Payment.
  5. Enter the coupon code and click Apply or select from coupons available to you and click Use Coupon.
  6. If the coupon you want to use has a minimum spend, you need to meet it to redeem the coupon. Minimum spend is the Subtotal of your order. The concierge fee is not included in the minimum spend. Learn more

Orders

Where does my honestbee order come from?

The products you order on honestbee are handpicked by our team of concierge shoppers from stores in your area.

What stores can I shop from?

The stores you can shop from vary depending on the delivery address you choose. Once you enter your street address, you will be able to see the stores available in your area. For example, stores available to you when you use your workplace as your delivery address may be different from stores available if you choose to deliver to your home address.

Is there a minimum order?

No. However, if you would like to get free delivery, a minimum spend of $250 is required. Otherwise, a delivery fee of $60 applies.

What is a substitute?

At times, your original item of choice may be out of stock. You can either select a substitute through our website or app, or let your concierge shopper suggest a substitute while shopping.

What happens if an item is out of stock?

You can select a substitute on our website or mobile apps to let your concierge shopper know what to buy in case an item is out of stock.

If you haven’t selected a substitute on our website or mobile apps, your concierge shopper will suggest one and text you a link to a simple web page where you can review it. You will have 10 minutes to do so. We won’t buy the substitute without your approval!

If you choose not to substitute, or if your preferred substitute is not available, we'll remove the item and adjust your final receipt accordingly.

How does honestbee ensure freshness of the produce I purchase?

Our concierge shoppers are trained how to pick fresh, good quality produce. If you are not satisfied with the quality of an item delivered to you, contact us as soon as possible. We’ll take it from there.

Can I use my membership number (e.g. MoneyBack Card)?

Currently it is not possible for us to process your membership number at the store to get bonus points, rebates or discounts without your physical card.

I’m unsure if my order has been processed. How do I check?

When your order is processed successfully, you will receive a confirmation email. Make sure you’ve added concierge@honestbee.hk to your safe senders list. Occasionally emails end up in the junk/spam folder. Take a look there.

Alternatively, check Your Orders. If there’s a pending order showing, your order has been submitted successfully. If not, we haven’t received it.

How is my order confirmed?

We send you an order confirmation email with:

* Your order number

* Items ordered

* Delivery time

How do I reorder?

To reorder items, hover on your profile icon and click Your Orders. Click ADD ALL TO CART for the order you wish to reorder.

Can I order in bulk (more than 20 pieces)?

If you would like to order in bulk, please place your order 5 days in advance. This will help us to ensure the items are in stock at a store near you.

How do I reorder?

To reorder items, hover on your profile icon and click Your Orders. Click ADD ALL TO CART for the order you wish to reorder.

How do I order in bulk (more than 30 pieces)?

If you would like to order in bulk, please place your order 5 days in advance. This will help us to ensure the items are in stock at a store near you. When you place a bulk order, we work with the store to pre-order the items for delivery. Due to this, bulk orders cannot be cancelled. If you have questions about ordering in bulk, please contact us.

Delivery

What are honestbee’s delivery hours?

We deliver from 11am - 10pm daily, subject to store operating hours. This includes weekends and public holidays.

How soon can I receive my order?

The soonest you can book a delivery time slot is the next hourly window from the time you make your purchase, subject to available delivery slots.

How far in advance can my delivery be?

You can place your order up to 7 days in advance.

There may be exceptions during the festival period for pop-up stores. For example, you may be able to place an order more than 7 days in advance for a Chinese New Year store.

What can I do if my honestbee delivery is late?

At times, severe weather conditions, like heavy rain or typhoon, can cause delays due to traffic or concern for the safety of our delivery bees. If this happens, we promise to keep you informed and deliver your order as soon as we can.

If you have not been informed and your honestbee delivery is late, please contact us. We’ll track down your order.

Who delivers my groceries?

Your groceries are always hand picked fresh in-store by our team of trained concierge shoppers. They are then delivered to your door by a dedicated team of delivery bees.

Why did I receive a different quantity of items than I ordered?

When a grocery store offers a discounted price for more items, and the total value of the offer does not exceed the value of your order, we will select the promotional package for you.

At times, a store may not have the quantity you want in stock or your concierge shopper may suggest purchasing a lesser quantity of fresh items to make sure you only get great quality produce.

For example, you have ordered 10 apples. When shopping for your items, your concierge shopper can only find 8 apples that match our quality standards. In that case, we will suggest a lesser quantity to you.

Whatever the case—the store is low on stock or to make sure you only get great quality produce—your concierge shopper will always get your approval before making changes to the order.

Why are items missing from my order?

Although our goal is to fulfil every order, sometimes we find out an item is unavailable only when our concierge shopper is doing your shopping at the actual store near to you.

If an item is missing from your order, check your final receipt (usually sent within 15 minutes) if on it the items are marked as delivered or out of stock. If the items are shown as delivered, but they’re not there, please contact us.

Can I change my 1-hour delivery time slot?

You can reschedule orders from Supermarkets and Specialty stores if your delivery is more than 2 hours away.

You can reschedule orders from honestbee The Market until 12 pm the day before your scheduled delivery time.

You can reschedule orders from pop-up stores (e.g., Christmas store, CNY store, etc.) up to 5 days before your scheduled delivery date.

Not sure if the store you shopped from is a Supermarket, honestbee The Market, Specialty or a pop-up store? Just go to the Stores page. You will be able to see stores grouped under Supermarket and Specialty categories. All seasonal categories, e.g., Christmas, Chinese New Year, etc., contain pop-up stores, and the name “pop-up” is mentioned in the store’s title.

An order can be rescheduled only 1 time. If you have already rescheduled your order once and realise that you can’t be at home to receive it, with your consent, we can leave your order at the doorstep or with your next door neighbours.

We can’t reschedule an order if:

  • Your order is from a Supermarket or a Specialty store and delivery is in less than 2 hours.
  • Your order is from honestbee The Market and it’s after 12 pm the day before scheduled delivery.
  • Your order is from a pop-up store and there are less than 5 days left until your scheduled delivery date.

When you order from a pop-up store, the items are prepared especially for you. That’s why our pop-up partners need a longer notice period to reschedule orders.

What if I’m not at home to receive my order?

If you miss your delivery, please contact us. We will do our best to reschedule your delivery. We reserve the right to charge a redelivery fee of $90.

Perishables such as meat and frozen food are not refundable and will be charged to you. This is because, in accordance with Food Safety Standards, we need to dispose of the items.

What is honestbee’s cancellation policy?

You can cancel orders from Supermarkets and Specialty stores if your delivery is more than 2 hours away.

You can cancel orders from The Market until 12 pm the day before your scheduled delivery time.

Not sure if the store you shopped from is a Supermarket (except The Market), The Market, Specialty or a pop-up store? Just go to the Stores page. You will be able to see stores grouped under Supermarket and Specialty. All seasonal categories, e.g., Christmas, Chinese New Year, etc., contain pop-up stores, and the name “pop-up” is mentioned in the store’s title.

If you have used a coupon, it will be removed and you won’t be able to reuse it. This also applies to orders from multiple stores. This is because most coupons have a certain minimum spend that is calculated for the whole order.

For example, you have ordered from 2 stores, Parknshop and Blue, and have applied a HK$50 off HK$250 coupon to your order #11111. If you cancel your items from Blue, the coupon will be removed from your whole #11111 order and you won’t get a discount on your Parknshop items.

If you cancel an order from one store, we release the pre-authorised amount within 48 hours of cancellation. If you have ordered from two or more stores, we only charge you for what is delivered and release the rest within 48 hours of delivery.

It may take up to 10 working days for the final amount to be reflected on your card statement.

We can’t cancel an order if:

  • Your order is from a Supermarket or a Specialty store and delivery is in less than 2 hours.
  • Your order is from honestbee The Market and it’s after 12 pm the day before scheduled delivery.
  • Your order is from a pop-up store (e.g., Christmas store, CNY store, etc.).
  • You’ve ordered a large quantity (more than 30 pieces of a single item).

When you order from a pop-up store or order a large quantity, we pre-order the items for you to make sure you get what you need. That’s why we can’t cancel these orders.

Does honestbee check ID for alcohol purchases?

Yes. All alcohol deliveries must be received by a person aged 18 and above. If the recipient is under 18, we will reattempt delivery. A redelivery fee of $90 applies.

Unfortunately, we are unable to facilitate partial handover of items. Perishables such as meat and frozen food are not refundable and will be charged to you. This is because, in accordance with Food Safety Standards, we need to dispose of the items.

Why haven’t I received order confirmation/final receipt?

We send you the order confirmation immediately after you have placed an order. Occasionally emails end up in the junk/spam folder. Take a look there.

To make sure we charge you the correct in-store price, we take time to double check your final receipt. We aim to send you your receipt 15 minutes after you have received your delivery. Occasionally, there might be a delay. However, rest assured, you will get your final receipt within 48 hours of delivery.

I want to reschedule my pop-up store order

Pop-up stores are temporary stores (e.g., Christmas store, Chinese New Year store, etc.) that often don’t carry inventory all year round. When you place an order from a pop-up store we pre-order the items, so they are prepared especially for you. That’s why we can't cancel these orders and why we need a notice period of 5 days to reschedule.

I want to reschedule my pop-up store order

Pop-up stores are temporary stores (e.g., Christmas store, Chinese New Year store, etc.) that often don’t carry inventory all year round. When you place an order from a pop-up store we pre-order the items, so they are prepared especially for you. That’s why we can't cancel these orders and why we need a notice period of 5 days to reschedule.

Payments & Fees

What payment methods does honestbee accept?

Visa and MasterCard.

How does honestbee process payments?

Our checkout and payment processes are always done using a secure server connection. We use Transport Security Layer (TLS) with 128 bit encryption, the industry standard in secure server protection. Card data is never saved by us and is always transmitted securely to a PCI certified payment service provider to process the payment.

When you check out, your card is pre-authorised for the order amount and the funds are placed on hold with the bank. Your payment is deducted only after we’ve delivered your order. This allows us to adjust your final receipt for substitutes, out of stock items and in-store prices, as applicable.

After we have delivered your order, you’ll receive a final receipt email containing your:

* Order number

* Substitute or out of stock items

* Final order total

Pop-up stores (E.g. Mother’s Day store, CNY store, etc.) are an exception. We charge your card when the order is placed.

Can I change my credit/debit card after I’ve placed an order?

No, unfortunately, it’s not possible to change your credit/debit card details after you've placed an order.

What is the concierge fee?

Our concierge team works closely with your favourite supermarkets and specialty stores to provide you with the widest possible selection of fresh produce, quality supplies for your home and family and exclusive promotions. All on one, easy-to-use platform.

After you've placed your order, they are there every step of the way to ensure that it's handled by a trained shopper, your items are in good condition with suitable expiration dates, packed properly and delivered within the 1-hour time slot you want.

If along the way you need any help, our customer service is there to support you every day of the week from 9 am to 10 pm.

This small fee is for their expertise and continuous work to improve the service we offer you.

How much does delivery cost?

Delivery is free with a minimum order of $250. Otherwise a delivery fee of $60 applies.

Pricing

Are honestbee prices higher than in-store?

Occasionally prices on honestbee.hk website and mobile apps may differ from in store prices. The stores that offer the same price as in store have a label. Navigate to the Stores page and check for labels under store logos.

How is price calculated for items sold by weight?

Your shopper will purchase items that most closely match the weight (+/- 10%) you wish to purchase. You are charged for the weight of actual items selected. You will be able to see the price on your final receipt.

What if I find an item that is priced incorrectly or unfairly?

If you notice an item is priced incorrectly or unfairly, please contact us.

Is the concierge fee included in the minimum spend amount?

No. You can reach the minimum spend amount by adding items to your cart. The concierge fee does not count towards reaching the minimum spend.

What happens if there is price deviation for the items I have selected?

As prices in stores often fluctuate, we will do our best to accommodate your needs while keeping changing prices in mind. If you've selected for "Call Me" for substitutes, your concierge shopper will notify you of any price difference over the phone. If you've selected "Don't Call Me" for substitutes, your shopper will purchase your selected items if the price deviation is 15% or less.

Customer Care

What should I do if I am unsatisfied with the items delivered to me?

If you are not satisfied with your items, please contact us within 24 hours of the delivery and provide the following details:

* Your order number.

* Why you are unsatisfied with your item.

We will do our best to make things right for you.

How does honestbee refund charges for out of stock items?

Your card is only charged after you receive your delivery. If an item is out of stock, your receipt is adjusted before we make any deductions.

Pop-up stores (E.g. Mother’s Day store, CNY store, etc.) are an exception. We charge your card when the order is placed. It takes 3 - 10 working days for the refund to be reflected in your account.

How long will my refund take?

Refunds for transactions made using a credit or a debit card may take up to 10 working days to be processed.

Is the concierge fee included in the minimum spend amount?

No. You can reach the minimum spend amount by adding items to your cart. The concierge fee does not count towards reaching the minimum spend.

Technical

Help! I’ve forgotten my password.

Click on the Forgot Password link on the Login page and enter your registered email address. We’ll send you an email to reset your password. Occasionally emails end up in the junk/spam folder. Take a look there.

How do I change my credit card or password?

Log in to your account and go to your profile icon at the top right corner. Select Settings from the dropdown menu to edit your details.

How do I change my delivery address?

Log in to your account and go to your profile icon at the top right corner. Select Settings from the dropdown menu to edit your details.

You can also hover over your current address, and you will see a button Add New Address.

How do I change my email address?

Currently it’s not possible to change your email address. To register with a different email address, please create a new account.

Is my information secure with honestbee?

honestbee takes your privacy seriously and complies with all the relevant laws to ensure your details are kept secure. Read our Privacy Policy for more information.

My cart is locked. What do I do?

When there is an error completing your checkout, your cart will be temporarily locked to prevent further changes to your order. To unlock your cart, click ‘Yes, unlock my cart,’ when prompted.

Feedback

How do I contact honestbee to give feedback?

If you would like to get in touch with your feedback and comments, please contact us.

How do I change my credit card or password?

Log in to your account and go to your profile icon at the top right corner. Select Settings from the dropdown menu to edit your details.

How do I change my delivery address?

Log in to your account and go to your profile icon at the top right corner. Select Settings from the dropdown menu to edit your details.

You can also hover over your current address, and you will see a button Add New Address.

How do I change my email address?

Currently it’s not possible to change your email address. To register with a different email address, please create a new account.

Is my information secure with honestbee?

honestbee takes your privacy seriously and complies with all the relevant laws to ensure your details are kept secure. Read our Privacy Policy for more information.

My cart is locked. What do I do?

When there is an error completing your checkout, your cart will be temporarily locked to prevent further changes to your order. To unlock your cart, click ‘Yes, unlock my cart,’ when prompted.

Referral Program

How does honestbee’s referral program work?

Love shopping with us? Refer and be rewarded. Log in to honestbee, go to Refer Friends. copy your personal referral link and send it to friends. You get $50 for every friend who makes a purchase on honestbee. Learn more.

Become a shopper or a delivery bee

How do I become a bee?

We're always looking for new talent. If you want a flexible job that keeps you moving, apply here!

Become a shopper or a delivery bee

How do I become a bee?

We're always looking for new talent. If you want a flexible job that keeps you moving, apply here!

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