TERMS & CONDITIONS

Welcome to the Gastronom Online Food Store. Access to the use of our website and our services are governed by the following Terms & Conditions and any other rules that may be posted on the website. We reserve the right to make changes to the site related policies and agreements, the Privacy Statement and our Terms and Conditions at any time. You are invited to check occasionally for changes or updates made on the present policies and agreements, the Privacy Statement and the Terms & Conditions.

By using the Gastronom services, such as placing orders on the present site, you are agreeing to all of the following Terms & Conditions.

DELIVERIES – DELAY & FORCE MAJEURE

Gastronom should not be considered responsible for any delay in the delivery of customers orders, should this delay be caused by an extraordinary event out of its control: War, Flight incident, COVID, Lockdown, etc.

In case of such delay, Gastronom will do its best to inform its customers and deliver the products as close as possible to the original delivery date.

The triggering event being out of our control, Gastronom will not be liable for any compensation during such extraordinary and unlikely events.

ORDERING

To place orders with Gastronom, you must meet our conditions of eligibility:

1. Provide personal details (such as your name, address, email and mobile/whatsapp) that are warranted by you to be both valid and accurate. This ensures that we can contact you if there are any questions regarding your order and make sure your parcel is shipped to the correct address.
2. Be able to process your payment through one of many options available on our Site during checkout.

Upon placing an order with Gastronom, you authorize us to process a charge on your credit/debit card or PayPal or other account you opted to pay from, in the amount of the total purchase price of your order, including shipping costs (if applicable). You also expressly authorize us to use the information provided to perform appropriate anti-fraud checks such as credit checks and also to, when required, transmit or receive information about you to or from third parties, including but not limited to credit reference or fraud-prevention agencies, which may or may not keep a record of such information. Please refer to our Privacy Policy to further understand how we use your information.

PRICING

All prices listed on our Gastronom site are in Hong Kong Dollars (HKD). Excluding blatant cases or error, Gastronom will honour the prices set during the time your pre-order is received; however, we reserve the right to rectify any errors at our discretion.

Upon discovering a pricing issue with your order, Gastronom will contact you as soon as possible to either reconfirm or cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you as such.

PRODUCT AVAILABILITY

We are always looking to provide you with the best fresh products. However, their availability may be affected by seasonality or external events.

If a product is not available after your order validation, we will credit / refund the corresponding amount of the product or suggest an adequate replacement.

RETURNS AND CLAIMS

We pride ourselves in providing products of high quality to our customers. However, should you find any defect in any product of your order, please contact us at 5110-0938 (Phone/Whatsapp) or at info@gastronom.hk within 3 days after you receive your order. Please attach photos of the defected product(s).

Our representatives will be in touch with you as soon as possible to offer you a replacement, a credit for your next order or a refund.

PAYMENT

Once you have placed your order and after proceeding to the payment by one of the many available payment options, you will receive your Gastronom invoice by email. In case you opt for direct bank transfer, you need to send us by email or WhatsApp a copy of the bank transfer receipt before your order can be processed (no matter if you chose delivery service or self pick up). If you require next day delivery, please provide this before the cut-off time of 13:00.

Shipping charges will incur for orders below a minimum amount as specified clearly under our Delivery Guidelines.

Any order which has not been paid will not be delivered until payment has been received.

SHIPPING

After your purchase on our website, Gastronom will arrange your delivery on the next day assuming your order is placed before 13:00 (1pm). You may indicate in the notes during checkout if you prefer a later delivery date. Note that we do not deliver on Sundays and Public Holidays.

In case you have any special request, such as same day delivery, let us know; same day delivery can be arranged, assuming you notify us before 1pm, at an extra delivery charge of 100 HKD for which you will receive a separate invoice.

Your order is considered delivered unless we receive a notification from you of missed delivery within 24 hours of the scheduled delivery date. Gastronom shall not be responsible for any issue resulting from such miscommunication and therefore shall not be liable for any compensation.

Our team will make every effort to deliver on the promised date. However, please understand that we cannot fully guarantee that a delivery date will be be complied with, as deliveries are handled by third parties’ logistic companies, that might be affected by weather or traffic conditions. Please notify us as soon as possible if your delivery was missed, so we can arrange a new delivery on the location and date you require – without extra charge.

Chilled or frozen products are best not left out on the doorstep. Please make sure that someone is there to receive your order. In the event of second (or subsequent) delivery arrangement, we cannot guarantee the freshness of our products. Therefore, Gastronom is unable to replace the order if you are not satisfied with it.

Deliveries will be postponed until further notice when the Red Rainstorm Signal, Black Rainstorm Signal or Typhoon Signal No.8 or higher is hoisted.

IMPORTANT NOTICE – WALK-UP BUILDINGS 

Kindly note that if you are living in a walk-up building, you must pick-up your parcel downstairs. The driver will call you upon arrival to notify you. You can contact us and request delivery up the stairs to your door. In this case there will be an extra charge of 50HKD for which we will send you a separate invoice.

NON-COVERED DELIVERY AREAS

Some specific areas are not covered by the logistic companies we work with, for example Lamma, Cheung Chau, Peng Chau and South Lantau or some other remote or restricted areas in the New Territories. If your address is in an area that is not covered, we will contact you to propose alternative solutions: delivery to another address or organize a special delivery.

In the case of a special delivery, the extra cost incurred will be charged to you at cost.

If you have any doubt about your address, please contact us at info@gastronom.hk

PRIVACY

All the information that you provide us will remain private and will be used to provide you with a great customer service. We commit not to share any of your personal information with anyone else or sell it to another company.

Your email will be added automatically to our newsletter database so we will keep you posted with our latest offers or news. You will be able to unsubscribe by clicking on the link at the end of the email you received.

CONTACT US

If you have any questions please contact us by Phone/WhatsApp: 5110-0938 or email: info@gastronom.hk