Help
How to contact us about orders, delivery, and refunds.
Common order topics
Pick a topic, choose the related order, and send your request in one flow.
After delivery
Payment and refunds
Refund requests can be sent after choosing the related order. This attaches the order details support needs to review the request.
Frequently asked questions
How much is shipping?
Shipping depends on the destination and temperature band (ambient or chilled/frozen), and is free above a minimum order amount. The exact fee is shown in the cart and at checkout.
Shipping & delivery guideWhen will my order arrive?
Estimated delivery times differ by temperature band. After dispatch you can track the delivery from the order detail page.
See estimated delivery timesWhat payment methods can I use?
Credit cards as well as PayPay, Alipay, WeChat Pay and more. The methods available to you are shown at checkout.
Legal notice (payment details)Can I cancel an order?
Orders that have not shipped yet can often be cancelled. Choose the order and we will guide you through the steps available for its current status.
Choose an order to cancelCan I return or exchange items?
Because we sell food, we cannot accept returns or exchanges for customer convenience. For quality issues, damage or wrong items, contact us from the related order soon after arrival — see the policy for deadlines and conditions.
Returns & refund policyHow do I check an order I placed as a guest?
Look the order up with its order number and the email address used at purchase. You can contact us directly from the order you find.
Look up an orderGuides & policies
- Shipping & deliveryFree-shipping conditions, delivery estimates and temperature-controlled shipping.
- Returns & refund policyConditions and steps for returns, exchanges and refunds.
- Legal noticeSeller information, payment methods and other required disclosures.
- Company & contactAbout the store, and contact details for non-order inquiries.
What to expect from support
Usually within one business day
We answer cases in the order customers have been waiting.
Email acknowledgments and reply alerts
We email your case number after submission and notify you when the store replies.
A secure order conversation
View order details and replies on the verified order page rather than sending sensitive details by email.