Frequently Asked Questions
We, Moët Hennessy Diageo Hong Kong (MHDHK) understand each customer has their own unique needs and preferences, as well as different questions and concerns about our services and products. We have compiled a list of our most frequently asked questions below to help answer some of our most customers common concern. If you cannot find the answer to your question below, or have further questions, we encourage you to get in touch with one of our customer service representatives on (852) 2976 1333 or through email at firstname.lastname@example.org who will be happy to help.
Q1. What is the operation time of the platform?
Our platform runs 24/7 hours, 365 days a year.
Q2. What currency Is used and how can I pay for my bottles?
Price displayed on the website are solely in Hong Kong Dollars. You can pay for your purchase through our secure online payment supported by PayPal. We accept payment by Credit Cards (Visa/Master/ American Express, Except Diners Club). UnionPay/Cash/Cheque payment will not be accepted. If you are experiencing difficulties and your card cannot be processed, please feel free to contact us on (852) 2976 1333 or through email at email@example.com. We will assist you in the payment.
Q3. Would delivery charge applied to my orders?
- Commercial / Residential address: HKD 130 applies if order amount is below HKD 1,500 (per order, except area mentioned in point (e) below)
- LVMH Company Address: Free Delivery!
|Delivery Charge||Order Value (HKD)|
|Under $1500||more than or equal to $1,500|
|Commercial / Residential address||$130||Free Delivery|
|LVMH Company Address||Free Delivery||Free Delivery|
|Address to Ma Wan / Discovery Bay||$400||$270|
For more details about the delivery concerns, please explore here.
Q4. What is the delivery lead time for my order? Why can’t I choose the delivery day & time slot I want?
Customer are required to choose the delivery day & time slot before they check out, in a first come first serve basis. During regular “Year-round” staff purchase, we offer next day delivery (only order placed before 12:00) to 14 days delivery, exclude Sunday & Public holidays. While seasonal sales is on, due to an extreme increase in orders volume, orders may arrange utmost 21 days delivery.
Q5. I ordered, but I found the price is cheaper today. Can I get my refund on the price difference?
Price of our products maybe adjusted at any point of time. The price adjustment cannot be the base of any claim for loss.
Q6. How can I know if my order is confirmed by MHDHK?
An automated confirmation email will be sent to the email address provided during checkout within 10 minutes of placing your order. If the email does not appear in your inbox, please check your junk box or clutter folder. If you still unable to locate your confirmation email, you may contact our customer service representatives on (852) 2976 1333 or through email at firstname.lastname@example.org to confirm your order with us.
Q7. How is my order packed?
Each bottles are keep in warehouse in room temperature before selling. After receiving your order, our logistics team will help to carefully pick-up the bottles from the original packing. If the no. of bottles sold equal to the original packing, we will ship the whole case instead of pick-up from the original packing.
Q8. I ordered, then I change my mind. Can I cancel my order?
We are sorry to inform that orders cannot be cancelled after payment. However, you are entitled to a refund for a major failure and compensation for any reasonable foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods failed to be of acceptable quality and the failure does not amount to a major failure.
Q9. I am not in Hong Kong on the delivery day and want my servant help to receive the bottles for me. Is that okay?
You can authorized representative to receive the bottles, however, the person receiving the goods at the delivery address must be 18 years of age or above according to the law of Hong Kong.
Q10. When I check the bottles, I found the bottles is not the one I ordered. How can I get exchange or refund?
Please contact us for refund or exchange within 7 days of receipt of your order. Otherwise under normal circumstances, we would not accept any request for exchange of products or cancellation of orders after delivery. For more details, click here.
Q11. I found I made a mistake (e.g. the wrong address, wrong delivery day) with my orders. How can I changed them?
Customers are responsible for ensuring that the information they provided is correct and accurate, therefore we advise that our customers check all information within their confirmation email thoroughly. If you have made a mistake, please contact our customer services team as soon as possible to rectify this. You may be charged a small administration fee for changes to the recipients’ details, shipping information or message card if your order is in the process of being packed or dispatched.
We may be unable to amend any mistakes if your order is on route for delivery and MHDHK cannot be held responsible for any failed deliveries as a result of recipient unavailability, incorrect delivery address or insufficient recipient information which prevents us from successfully delivering your order.
You may be charged a re-delivery fee for each additional delivery attempt if the original delivery failed. Your order might be hold until the re-delivery fee being settled.
Q12. How can I know my orders is on the way?
A waybill no. will be provided per phone (mobile no. only) one day before the delivery day you have chosen in the checkout page. You can simply chick on the link and know the delivery handling status. A call will be phone out by the driver before the delivery to confirm the actual arriving time.
Q13. Outside is of bad weather, can my order deliver on time??
Whilst we endeavor to deliver your order on time and within your requested time frame, we may be delayed due to unforeseen circumstances such as vehicle breakdowns, roadworks, weather conditions and traffic accidents. Customer Service representative from MHDHK will contact the affected customer within 24 hours to re-arrange the delivery.
Q14. How can I get notice of Staffsales news or special updates?
Feel free to subscribe our newsletter! You might find subscribe the button at the bottom of the page or from the pop-up message. Simply subscribe us and get the latest updates from us!