Delivery Information

Regency packs and ships orders all day Monday - Friday, excluding public holidays. Saturday deliveries can be fulfilled by our third party couriers.

Our delivery estimates are all maximum possible delivery times. Usually orders placed before 1pm Monday - Friday are sent out same day and received in 1-2 days, all over Hong Kong, including Sai Kung, The Peak, Northern New Territories, South Bay and many other remote areas.

Urgent deliveries

We can do this too depending on your address! Just give us a call at +852 3525 0060 or email at hello@regencyspices.hk before placing your order to let us know, and we will do everything possible to deliver to your needs. We're used to delivering next day almost all over the city. We regret we cannot provide next day delivery service to outlying islands, including Tung Chung, Ma Wan and Discovery Bay.

Cash on delivery

We now offer cash on delivery for all orders in Hong Kong! The option will appear automatically on checkout. Your order will be ready within 1 working day, and normally on the same day once you place the order online. We will send you an email notification when the package goes out for delivery so you have time to prepare the cash for our driver / courier partners.

Standard Delivery in Hong Kong

Regency Spices offers standard delivery to nearly all of Hong Kong. This includes Hong Kong, Kowloon, New Territories, Lantau, Discovery Bay, and other Outlying Islands... The only places we cannot deliver are: Country Parks, Prisons, Hospital Wards, and areas unaccessible by road or with restricted access.

All orders are delivered in 2-4 working days from the time the order is placed. Our working days are Monday to Friday, not including public holidays in Hong Kong. This is a maximum estimate, in most cases, delivery is much sooner. Please note that this is the delivery time for 1st delivery attempt. In case recepient is not at home at time of first delivery, the actual time to get the product will be longer.

All orders over HKD100 are eligible for free shipping, and sent through a delivery partner with a tracking number.

We always ship your order on time, and don't need to collect multiple orders in one region before shipping! This makes our deliveries economical, as well as more efficient than combining all deliveries to a remote delivery zone and only shipping 1 day per week. We will also include tracking number with all orders that are not shipped same day by our drivers to ensure your order is traceable at all times. Your order will arrive at your doorstep anywhere in Hong Kong within 2 working days of us shipping out, and usually much sooner. We've had customers in Lantau, The Peak, Yuen Long and further receive their order the very next day after ordering!

If your order is below HKD 100 - we will ship using the same method, but please do note there is a HKD 20 shipping charge added. If you have not received your delivery within 3 working days of us dispatching, please contact us immediately so we could help you to follow up.

Urgent Service

In case you have an urgent order, or need to have specific time delivery, we suggest to use the URGENT ORDER $50 option and let us know any requirements in the order comments during checkout.

These are much faster than ordinary service and are delivered by our own fleet of vans. We guarantee to deliver in 2 working days, and same day is also possible if we receive your order early morning (usually all our drivers leave around 9-9:30am). This delivery option is available to Hong Kong Island and Kowloon only.

Please note you will have to be present to receive and sign for the parcel. Our 2 working days guarantee only applied for first delivery attempt. In case nobody is home to receive the parcel, or if you have selected to pay by cash on delivery and no cash ready at time of delivery, the delivery will be delayed.

Bulk orders

We are used to handling orders ranging from 20kg cartons up to multiple pallets per delivery. Subject to stock, we can prepare and ship these orders within 1 working day too. Please call us to place bulk orders at special rates and confirm delivery times. Bulk orders to business can be supplied on credit terms too, subject to approval.

Pickup in store

UPDATE: Due to the ongoing and increased risk of the Covid-19 virus, we are strictly no longer taking any visitors, for browsing, collecting or placing orders, with no exceptions. We deeply regret the inconvenience but it is necessary to maintain the safety and health of our staff as well as your own. In case you wish to order any spices, please do so by placing order online at our website www.regencyspices.hk, we ship out all items within 1 working day and usually delivered in 2 working days from ordering.

We pack and prepare orders Monday to Friday 10am-5pm. If you place an order for pickup in store, feel free to come along anytime in these hours, usually all orders are packed within 2 hours of receiving them. 

Our pickup address is: 8 Floor Unit A, Ming Wah Industrial Building, 17-33 Wang Lung Street, Tsuen Wan, Hong Kong. If you are not very familiar with Tsuen Wan, we recommend to take a taxi.

If your order is over HKD 200 we highly suggest to let us deliver for you instead of the trek to our address, we can deliver to most addresses in Hong Kong on next-day. Just give us a call before placing order or send an email.

Delivery to Macau

Regency Spices now offers speedy and economical delivery service to Macau. Select the SF Express option during checkout, your parcel will be dispatched within 1 working day, and arrives in Macau in 3-6 working days from placing your order.

Orders below HKD500 ship at a flat rate of HKD70 per shipment. Orders over HKD500 in value have free shipping.

Delivery to Taiwan

Regency Spices now offers Post Office Delivery service to Taiwan. Select the Registered Air Parcel option during checkout, your parcel will be dispatched within 1 working day, and arrives in Taiwan in 7 working days from placing your order.

International Delivery 

International deliveries are fulfilled by Fedex. We will send your order with tracking to ensure traceability at all times. Orders usually deliver within 1 week to all major cities around the world.

Regency aims to dispatch all items in 1 working day of receiving the order.

International deliveries are charged based on current shipping rates around the world up to a maximum of 10kg. We do not recommend purchasing more than 10kg of food products internationally at the same time unless you are a professional user. In case you wish to order over 10kg of spices for international delivery, please contact our sales team at hello@regencyspices.hk and we could provide a custom quote for international delivery. 

Our products are food items, which are often controlled and more scrutinized when crossing international borders than non-food items. Customs delays are NOT included in our shipping estimates. In most major countries, customs clearance usually takes 1-2 days and may require a response from the final recipient.

Regency Spices does NOT hold any responsibility for Customs clearance, import duties, taxes or similar, customs charges, procedures, tax requirements, documentation or other legal requirements at country of destination. It is your responsibility to ensure you are knowledgable about requirements for bringing in dry food products into your country and pay the relevant import duties and taxes for getting the products through your local customs. In event that goods cannot be delivered to you due to circumstances in your country (such as requirement for import licences, tax payments, duties, special documents), Regency Spices will not accept any refunds, returns, replacements or offer any other remedies for any reason.

If you need special documents for your import purposes, you must communicate with us prior to placing an order, and wait for our confirmation that these documents are possible to provide. We can usually provide most of these for all our products (e.g. lab tests, phytosanitary certificates, certificates of origin etc...) at an additional cost. It would also delay your delivery while documents are prepared as in some instance they require third party inspections and processing times.

We don't believe in making profit off delivery fees, and in most cases the actual delivery charges are much higher than our pricing! 

If you have missing items or are not happy with your delivery in any way, please contact our customer service team as soon as possible and we will strive to provide our best immediate assistance to you.

 

Pre-orders

Certain Regency products are available from time to time as pre-oder only, as signalled by "Pre-Order" text on product page, and shopping cart.

In case one of the products you have ordered is a pre-order product, Regency will first ship out all in-stock products, and then make a second shipment for Pre-ordered products once they are in stock.

Please be aware that your Credit Card will be charged on the date of the order, not the date of the shipment.

In case you wish to cancel your pre-order, you may do this at any time from Your order history page before your order is dispatched, and Regency will refund you 100% of the pre-order product value.

Regency aims to dispatch all pre-ordered products as soon as the fresh ingredients are in stock. The dispatch time is a maximum of 30 days, but may be in stock as early tomorrow!

Undeliverable Orders

Occasionally orders are returned to us due to: incorrect address; a PO Box and hotel address; failed delivery attempts; refusal to pay tax; refusal to provide ID copy; inability to make import declarations or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping and handling fees. We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged a re-shipping fee based on the original shipping method used for your purchase.

Please note different delivery terms and pricing may apply to Wholesale orders

Returns Policy

Regency offers returns on all products within 30 days of receipt of delivery, provided that they are in the best possible condition and have not been tampered with, damaged, altered or otherwise unavailable for returning in their original condition.

If any goods supplied by us or part thereof are processed, altered or tampered with in any way by the buyer or receiver of the goods or any other person, the quality of the goods shall be deemed to be acceptable to the buyer.

Regency will also accept refunds on all items that are damaged or defective, whether or not they have been opened, provided items are returned back to us promptly after discovering the damage or defect, or within 30 days of receipt of delivery, whichever happens first.

We're sorry but we do not accept returns of items that do not meet the above criteria and reserve the right to refuse returns or to charge you fees and expenses if the product isn't received in the specified condition.

Regency will refund your return costs on an item sold by Regency, including our standard delivery cost, if you received an incorrect item, or if you received a damaged item, or if you received a defective item. Please note that you are responsible for the cost of RETURN shipping, and to ensure the product is received by us safely. We suggest to use a registered tracking method to send your item back to us.

In the event of a dispute, Regency's decision shall be final and conclusive.

Last updated on 27 December 2022.