Frequently asked questions

Ordering

1. What are your online store hours and processing time?

Online store hours: 24/7 Customer service hours: Monday - Friday, 09:00 - 18:00.
Saturday, Sunday & Public Holiday Closed. Customer service channels:

Order Processing cut off time: Monday - Friday 13:30. Orders arriving before 13:30 on a work day will be processed and shipped on the same day. Orders arriving after 13:30 will be processed and shipped on the following work day. All weekend or public holiday orders will be processed and shipped on the next work day.



2. What kind of payment methods may I use?

We accept Paypal, Credit card, AlipayHK / Alipay and direct bank-in payments (ATM, FPS, Bank Transfer). If you choose the direct bank-in payment method, please kindly send the bank-in receipt to cs@coffeeroasters.com.hk after you made a deposit. If you choose AlipayHK / Alipay, please scan our QR code to make payment then leave your invoice number on the personal message field.



3. Do you have any retail store?

We welcome customers to buy at our Roastery Store or to buy online. Our Roastery Store Address: 10/F Aberdeen Industrial Bldg 236 Aberdeen Main Road Aberdeen Hong Kong



4. What is your return policy and quality assurance policy?

Return Policy: Coffee is a food product. We don’t not offer a general return policy, and cannot accept return of any open bag products. Quality Assurance: We roast our coffee in our own licensed facility in Hong Kong, and we stand by our coffee 100%. If there is any quality issue with our coffee, simply contact us via email cs@coffeeroasters.com.hk Our customer service staff will replace the products and resolve any quality issue.



Delivery

1. What type of shipping methods are available and your service areas?

  1. HK Post EC-Get - a self-collection service. It takes 2-3 working days to deliver. Customers should collect the packages at iPostal Stations and post offices after receiving the SMS notification for mail collection accordingly.Kindly leave a designated collection point in the order comment area or delivery address.
    *Collection Point: https://www.hongkongpost.hk/en/sending_mail/local/ec_get/index.html
  2. SF Express - deliver to most commercial and residential areas, including all HK, KLN, NT urban areas, some outlying islands town areas. It takes +1 day (next day) to deliver. You may request AM or PM delivery time.
    **For residential address, Courier may contact you via mobile phone to confirm delivery time. Its is essential to accept these phone call, or it will delay your delivery.Online tracking is available. (SF provides detail status tracking, including delivery man's mobile phone number)
    Tracking URL https://www.sf-express.com/hk/en/index.html
  3. SF Station and Smart Lockers - This can be arranged by request. Please leave service location code in the comment area. If order under $500, you need to choose to Courier SF Express shipping fee for this service. EF Locker Locations: https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/EF-Locker/
  4. Express Courier - For urgent order point-to-point deliver to most commercial and residential areas (excluding outlying Islands, Ma Wan, Discovery Bay and Remote Areas) * This Express Courier service can arrange possible same day or guaranteed next day delivery. * CS must be able to contact you via email or phone to confirm time and someone needs to be home to receive the package.
  5. Package Tracking:
    All our courier services provide package tracking service. Once we shipped your package, you can go online and tracking your packages from origin to your home.

    S.F Express - Detail Status Tracking Available
    https://www.sf-express.com/hk/en/index.html
    Shipbao - China Order Tracking http://yjcx.chinapost.com.cn/qps/english/yjcx Shipbao - Taiwan Order Tracking http://www.acsnets.com/en/cha.asp



2. What are your shipping rates?

Free Shipping in Hong Kong for order above $HK500 For order under $HK500:

  • S.F. Express (Hong Kong)
    Rates: HK$35 - HK$65
  • HKPost EC-Get
    Rates: HK$15 - HK$38
Applies for all order:
  • Express Courier (HK, KLN, NT, North Lantau)
    Rates: HK$150



Our Coffee

1. About our coffee?

We are a fully licensed coffee roaster in Hong Kong. We source the best available coffee beans from around the world, roast the coffee in our own facility and sell them on our site. All coffee products have a packing date labelled on the product for customer reference.



2. Why should I buy from a local coffee roaster?

Freshness and customer service are the key benefits. With our own coffee roasting facility located in Aberdeen district of Hong Kong, we roast our coffee and make delivery daily. That means you can serve freshly roasted coffee in your home or business.



3. How is your coffee different from supermarket coffee?

Most coffee in supermarkets are old and stale. They are usually roasted half the world away, and take months before they reach you. Our coffee is roasted locally and deliver to our customers quickly to ensure they can enjoy fresh and delicious coffee.



4. Where do you source your coffee green beans?

We sourced high quality green coffee around the world to bring you the best blends, single origin and premium coffee.



International Order

1. Do you accept international order?

Hong Kong customers please place orders at our HK store:
www.coffeeroasters.com.hk International customers please place order at our Global Store:
www.cracoffee.com



網上訂購

1. 您的網上商店營業時間和處理時間是多少？

客戶服務時間：星期一至五 09:00 至18:00
星期六，日及公眾假期休息。 客戶服務：

  1. 網站即時聊天，
  2. WhatsApp +852 9889 6155，
  3. 電子郵件： cs@coffeeroasters.com.hk
訂單處理及截單時間：星期一至星期五13:30 。 在工作日下午13:30前訂購，通常會在當天處理及寄貨。 13:30後收到的訂單，會在下一個工作日處理及寄貨。 所有周末或公眾假日的訂單，會順延至下一個工作日處理及寄貨。



2. 我可以使用哪種付款方式？

我們接受Paypal，信用卡，支付寶香港 / 支付寶和直接銀行付款（櫃員機，轉數快，銀行轉帳）。
* 如果您選擇直接付款方式，請在存款後將付款收據發送到cs@coffeeroasters.com.hk。
* 如果您選擇支付寶香港 / 支付寶付款，掃描二維碼付款時，請在個人訊息欄寫下您的發票號碼。



3. 您有零售店嗎？

我們歡迎客戶到來我們Roastery Store購買或於網上訂購 Roastery Store地址： 香港仔大道236號香港仔工業大廈10樓



4. 您的退貨政策和質量保證政策是什麼？

退貨政策：咖啡是一種食品。 我們不提供一般退貨政策，也不接受任何開袋產品的退貨。 品質保證：我們在香港自己的持牌工廠中烘焙咖啡，並且我們100％支持咖啡。 如果我們的咖啡有任何質量問題，只需通過電子郵件 cs@coffeeroasters.com.hk與我們聯繫。我們的客戶服務人員將更換產品並解決任何質量問題。



運輸及服務範圍

可以使用哪種類型的運輸方式以及您的服務範圍？

  1. 香港郵政EC-Get「易寄取」是一項自助取件服務。派送時間約 2-3 工作天。客戶當收到訊息後，便可自行到各智郵站或郵局領取郵包。請在訂單的地址 / 留言欄上填寫郵局 / 智郵站的取件地址，以便郵局派送往指定取件點領取。
    * 領取地點： https://www.hongkongpost.hk/tc/sending_mail/local/ec_get/index.html
  2. 順豐速運-運送到大多數商業和住宅區，包括所有香港，九龍，新界市區以及部分離島城鎮地區。交付需要+1天（第二天）。您可以要求AM或PM交貨時間。
    **對於居住地址，Courier可以通過手機與您聯繫以確認交貨時間。接受這些電話至關重要，否則將延遲交貨。
    在線跟踪可用。 （SF提供詳細的狀態跟踪，包括送貨員的手機號碼）
    跟踪網址 https://www.sf-express.com/hk/zh/index.html
  3. SF Station和智能儲物櫃-可應要求安排。請在留言位置輸入服務位置代碼。如果訂購金額低於$ 500，您需要選擇快遞SF Express運費。 順便智能櫃地址： https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/
  4. 點對點 “快遞”服務 - 為緊急訂單而設，可運送到大部份商業和住宅區 ( 服務地區不適用於離島、馬灣、愉景灣及偏遠地區 ) * 這點對點"快遞"服務，客服可以安排當天或保證第二天送達。 * 客服必須能夠通過電子郵件或電話與您聯繫以確認間，及需要有人在家中簽收包裹。
  5. 包裹追蹤：
    我們的快遞服務都提供包裹追蹤服務。包裹寄出後，您可以於網上追踪運輸到達狀態。

    S.F Express - 提供詳細追蹤狀態
    https://www.sf-express.com/hk/zh/index.html

    Shipbao - 追蹤中國訂單
    http://yjcx.chinapost.com.cn/qps/yjcx

    Shipbao - 追蹤台灣訂單
    http://www.acsnets.com/index.asp



您的運費是多少？

訂單滿$500香港免運費 $500以下的訂單：

  • 順豐 快遞（香港）
    價格：$35 - $65
  • 香港郵政易寄取
    價格：$15 - $38

適用於所有訂單:
  • 點對點 “快遞” （香港，九龍，新界，北大嶼山）
    價格：$150



我們的咖啡

1. 關於我們的咖啡？

我們從世界各地搜羅最佳品質的咖啡生豆，並在我們香港擁有牌照的烘焙工場中烘焙咖啡，同時也於我們網店銷售。所有咖啡產品上都有包裝日期，以供客戶參考。



2. 為什麼要從本地咖啡烘焙商購買？

咖啡新鮮度和優質客戶服務是最重要。我們每天於香港仔烘焙工場中自家烘焙咖啡及包裝，確保新鮮咖啡送到府上。



3. 您們的咖啡與超市的咖啡有何不同？

超市裡大多數出售的咖啡都已存放了一段時間。大多數是由不同國家烘焙供應，並且經過數個月才能運到香港。我們的咖啡在香港工場中每天新鮮烘焙，並可快速寄到客戶府上及可即時享用到新鮮美味的咖啡。



4. 您們的咖啡生豆從哪裏採購？

我們在世界各地精心搜羅不同高品質的咖啡生豆，為您們烘焙出最美味的併配，單品及特選咖啡。



國際訂單

1. 您接受國際訂單嗎？

香港客戶請在我們的香港商店下訂單：
www.coffeeroasters.com.hk 國際客戶請在我們的全球商店下訂單：
www.cracoffee.com