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?
- Log in to your honestbee account.
- Once you have finished selecting items, click the cart icon.
- You will have a chance to review your order. Once you have done that, click Check Out.
- Scroll down. You will see the Coupon field after Payment.
- Enter the coupon code and click Apply or select from coupons available to you in your coupon wallet..
- 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.