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Last updated: 18 September 2026
This Shipping Policy applies to orders placed through the Ayae online store.
We currently deliver exclusively within the Hong Kong Special Administrative Region.
We do not currently offer international shipping. If international delivery becomes available in the future, the relevant destinations, delivery charges and conditions will be displayed on our website and at checkout.
We offer free standard shipping within Hong Kong.
Any additional charge resulting from a special delivery request, an incorrect or incomplete address, a failed delivery attempt or the redelivery of a returned parcel may be charged to the customer where the issue was not caused by us or our delivery provider.
Orders are normally processed and dispatched within one to two business days after payment has been successfully confirmed.
Business days are Monday to Friday, excluding Hong Kong public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may take longer during product launches, promotional periods, public holidays or periods of exceptionally high order volume.
Once an order has been dispatched, you will receive a confirmation by email or SMS where tracking information is available.
Orders are normally delivered within one to three business days after dispatch.
Orders to remote areas or outlying islands may require additional delivery time.
All delivery timeframes are estimates and begin from the date of dispatch, not the date on which the order was placed.
We cannot guarantee delivery on a specific date or at a specific time unless expressly confirmed by us in writing.
Orders are generally delivered by SF Express or another delivery provider appointed by Ayae.
The delivery provider may contact you by telephone or SMS to arrange or complete delivery. Please ensure that the telephone number provided with your order is complete and accurate.
Where tracking is available, the tracking details will be sent to the email address or telephone number provided when the order was placed.
Tracking information may take several hours to become active after the parcel has been collected.
If you have not received tracking information after the expected processing period, contact us by email at ayae.superfood@gmail.com.
Customers are responsible for providing complete and accurate delivery information, including:
Recipient’s full name
Valid telephone number
Flat and floor number
Building or estate name
Street address
District or area
Any access information reasonably required to complete delivery
Ayae is not responsible for delays or failed deliveries caused by incomplete or incorrect information provided by the customer.
If you need to change your delivery address, contact us as soon as possible at ayae.superfood@gmail.com.
We will try to update the address if the order has not yet been processed or dispatched, but we cannot guarantee that a change will be possible.
Once an order has been dispatched, the delivery address may no longer be changed. Any additional charges requested by the delivery provider for redirecting or redelivering the parcel may be the customer’s responsibility.
If delivery cannot be completed because:
The recipient is unavailable
The address is incorrect or incomplete
The delivery provider cannot contact the recipient
Access to the delivery location is unavailable
The parcel is refused or not collected
the delivery provider may attempt redelivery or return the parcel to us.
If the delivery failure resulted from information or circumstances within the customer’s control, reasonable redelivery charges may apply.
If the delivery failure was caused by Ayae or our appointed delivery provider, no additional delivery charge will apply.
If an order is returned to us as undeliverable, we will contact you by email.
Depending on the circumstances, we may:
Arrange redelivery after confirming the delivery details
Request payment of reasonable redelivery costs
Cancel and refund the order, less any reasonable delivery or return costs where permitted by law
We will not deduct delivery-related costs where the return was caused by an error made by Ayae or our appointed delivery provider.
Delivery may be delayed by circumstances outside our reasonable control, including:
Severe weather
Typhoon or black rainstorm warnings
Public holidays
Transport or courier disruption
Access restrictions
Peak shopping periods
Government measures
Technical or operational disruption
We will take reasonable steps to minimise delays, but we are not responsible for delivery delays caused by events outside our reasonable control.
If we become unable to fulfil your order, we will contact you and issue an appropriate refund.
If the tracking information shows that your order has been delivered but you cannot locate it:
Confirm that the delivery address is correct.
Check with members of your household.
Check with reception, security, building management or another authorised recipient.
Review any delivery notice, telephone call or message from the delivery provider.
Contact us within seven days of the recorded delivery date.
Email ayae.superfood@gmail.com with your order number and delivery details.
We will review the tracking information and, where appropriate, open an investigation with the delivery provider.
Any replacement or refund will depend on the outcome of the investigation and your rights under applicable law.
Please inspect your parcel upon delivery.
If the parcel or product arrives damaged, leaking, defective or incorrect, contact us by email as soon as possible at ayae.superfood@gmail.com.
Please include:
Your order number
A description of the issue
Clear photographs of the affected product
Photographs of the internal and external packaging
A photograph of the shipping label
Keep the product and all original packaging until we have reviewed your request.
Damaged, defective or incorrect products will be handled in accordance with our Returns and Refunds Policy.
Responsibility for the products passes to you when the order is delivered to the address provided at checkout or to a person authorised to receive it on your behalf.
Ownership of the products passes to you once we have received full payment.
For shipping or delivery enquiries, contact us by email at:
The store is operated by:
AYAE LIMITED
Trading as Ayae
A company incorporated in Hong Kong with limited liability
