FAQ
Q1. How / where do I collect my order?
Oookie Cookie provides door to door delivery service to Hong Kong Island, Kowloon, The New Territories and Lantau Island (Tung Chung, Discovery Bay).
Our delivery time: 12:00pm to 6:00pm, Mon - Sun (including Public Holidays)
Hong Kong Island
HK$195.00
Kowloon
HK$240.00
New Territories
HK$320.00
Lantau Island (Tung Chung, Discovery Bay)
HK$450.00
You may also pick up in our stores.
Store locations :
Lee Garden Two | Causeway Bay:
Shop 302, Lee Garden Two, Causeway Bay, HK
Pick up hours (the day after placing order):
Mon - Sun, 1:00pm - 6pm
Opening hours :
Mon - Sun, 11:30am - 7pm
ifc | Central :
Shop 3022A, Podium Level 3, ifc mall, Central
Pick up hours (the day after placing order):
Mon - Sun, 1:00pm - 6pm
Opening hours :
Mon - Sun, 10:30am - 7:30pm
Shop 137-138, 10 Chater Road, Central, Hong Kong Island
Pick up hours (the day after placing order):
Mon - Sun, 1:00pm - 6pm
Opening hours :
Mon - Sun, 10:30am - 7:30pm
We are trying to expand our delivery zone, however the following areas are currently out of our coverage area. They are:
Cheung Chau, Po Lin Monastery, Shek Pik, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Hong Kong International Airport, Tenement Buildings, Hospitals, Consolidation Centres, Floor without Elevator, Village and Remote Areas.
Q2. Door to door delivery time:
Our delivery time is between 12:00pm to 6:00pm, Mon - Sun (including Public Holidays).
Please leave your contact information when placing the order, our delivery person will give you a call 15-30 minutes before arrival.
Q3. Is candle and knife provided with purchase of cake?
Yes! We provide a candle and a plastic knife for each cake order. If you would like to select any special candles, you may check out our “Party Goods” collection in our website or visit us in stores.
Q4. Any ice packs provided during order delivery?
Yes! To ensure our cakes' quality, we always have ice packs included.
Q5. Any same-day order delivery?
Yes but that’s subjected to the availability of our stock as well as delivery schedule.
Q6. Are the cake decorations edible?
Yes! We almost always use edible decorations only on our cakes. Our printed decorations are made of fondant and printed with edible ink.
Q7. Can I pay the order with COD (Cash on Delivery)?
We only accept payment through our website, bank transfer, FPS and payme.
Q8. Can I cancel or change my order?
Once the order is confirmed and paid, no cancellation, change of date / designs, nor refund will be available.
*With the existing government quarantine policy, in case the order has to be rescheduled due to covid related reasons, please provide supporting documents and cancel the order 48 hours in advance, otherwise no reschedule will be accepted.
In the event of dispute, Oookie Cookie Limited reserves the right to make the final decision.
Q9. How shall I keep the cake upon receiving it?
Please keep the cake in the refrigerator (8℃ or below), we recommend same day consumption as there’s no preservatives.
Q10. Can I request special ingredients or recipes on the cake?
We are always using the best ingredients and recipes for our product, please feel free to contact our customer service for any special request.
Q11. Can I place an order with anonymous details as a surprise gift?
Yes! We can keep the order details confidential, please remark on the order form.
Q12. Does Oookie Cookie provide gluten free and nut free products?
Yes! Oookie Cookie has gluten-free and nut-free products. You can see remarks on the product picture and product description on our website.
For any food allergy enquiry, please contact us before placing an order.
Q13. Any special delivery in adverse weather? (i.e. when Yellow / Red / Black rainstorm signal or T3 / T8 typhoon or above are hoisted)
When Tropical Cyclone warning signal No.8 or above, or Red/ Black Rainstorm Warning is hoisted, delivery service and store pick up service will be suspended.
For store pick up arrangements, it will be automatically moved to the following day.
If T8 or above remains hoisted at 2pm, the delivery and pick up services will be suspended the rest of the day.
We reserve the right to reschedule delivery or store pick up time / date according to the weather, traffic conditions, and safety of our employees.
Q14. Any alternate arrangement if I missed the delivery person’s call on the delivery day?
Our delivery person will give you a call 15-30 mins before arrival. If our delivery person cannot contact anyone for the delivery, the order will be returned to our factory and the delivery charge will not be refunded. You can pick up the order at our factory during office hours or we can rearrange delivery upon receiving the additional delivery payment.
Order will be considered cancelled if we do not hear any reply after 2 days of the original delivery day. There will neither be refund nor rearrangement.