FAQs

FAQs


1. Products


1.1 When can baby and toddler start taking Double Happiness food products? 


1.2 How much portion should I use?

Please refer to the instructions of each product packaging for more information.


1.3 How long is the storage shelf life? 

  • Baby Cereal

12 months. Keep refrigerate and consumed within 30 days of opening.

  • Veggie Pasta 

12 months. Place in refrigerator for freshness.

  • Veggie Noodle

12 months. Place in refrigerator  for freshness.

  • Baby Veggie Pancake Premix

10 months. Place in freezer for freshness.

    • Herbal Soup Pack

    Store in fridge after receiving and consume within 6 months.

    • Broth Powder

    12 months. Place in refrigerator for freshness.

    • Cream Soup Premix

    12 months. Place in refrigerator for freshness.

    • Pudding Premix

    12 months. Place in refrigerator for freshness.

    • Baby Seasoning Sauce Premix

    12 months. Place in refrigerator for freshness.


    1.4 Any MSG, preservative, trans fat or artificial coloring added?

    NO, we do not add any of this during our food process.


    1.5 Any product accreditation?

    All our products are MeSTI certified. 

    MeSTI is a food safety program initiated by the Ministry of Health to introduce a food hygiene management and operations management system that involves food safety protection and food quality and safety. The MeSTI certification logo is implemented through this program as food safety adherence and is a safety regulation for micro, small and medium-sized enterprises (SMEs ) in Malaysia to become a major exporter or producer of food products whilst also enabling food safety standards implementation.


    1.6 Why is Herbal Soup Packs can only be backorder?

    We carefully select our herbs used without sulfur, which is commonly used as herbs preservative. To keep the freshness of the herbs, each herbal packs are packed freshly after order received. Therefore, this range is opened for BACKORDERS only. Once a backorder is received, we will notify you on the next available in-stock date through email. The delivery might take 2-4 weeks. If you are not agreed on the delivery date, we could proceed for a refund or a swap of other products with same value. 


    2. Delivery


    2.1 Do you ship to overseas? 

    We only sell in Hong Kong. 

    For overseas purchase, please visit to https://www.doublehappinessasiafood.com  for more information.


    2.2 Do you provide self collection option?

    We do not provide self collection.


    2.3 Do you provide delivery service?

    We work with a few courier companies and provide you the best option based on your need of speed and competitive delivery price upon cart checking out. 


    2.4 Do you free local delivery? 

    Currently, we do not provide free local delivery. 

    Though, if you have purchased with us and like our services and products, please leave us a google review and a free shipping promo code with no minimum purchase will be provided. Talk to us to know more.


    2.5 Do you provide re-delivery? 

    If a delivery has been attempted unsuccessfully and requires a second delivery to be made (e.g. an incorrect address was provided), redeliver fee will be covered by customer. However, if Double Happiness Hong Kong is in any way responsible for the redelivery, this redelivery fee will not apply.


    2.6 Can I pay cash on delivery? 

    No, we do not accept payment via cash. All payments for orders can only be made by card on the website.


    3. Order


    3.1 How long is the order processing time?

    Please allow 4-7 working days upon full payment made.


    3.2 Can I amend order after placing order?

    When you place an order, the prices charged are those applicable on the day you order. You cannot cancel or amend an order once it has been submitted, even if our acceptance or rejection of your order is still pending


    3.3 Can I place an order without registration? 

    No. You can still add items to the cart before you register, but you are required to register at www.doublehappiness.com/hk to purchase your selected products and enjoy our delivery service.


    3.4 Can I send an order to a different delivery address?

    Yes, you can change or add more delivery addresses in "My Account", or you can do this at the "Delivery Address" section during checkout.  You can also change your default delivery address anytime on the same page. Please note that each order can only be delivered to one single delivery address. To deliver items to an additional address, please place a new order.


    3.5 What should I do if the desired items are out of stock before order placed?

    Shall there be the items are out of stock and is shown as "available on backorder" at the product shop page, we will notify you on the next available in-stock date through email. The delivery might take 2-4 weeks. If you are not agreed on the delivery date, we could proceed for a refund or a swap of other products with same value. 


    3.6 What should I do if the desired items are out of stock after order placed?

    We will always notify you beforehand if there are out of stock items in your order before delivery. At your agreed confirmation, we could proceed for a refund or a swap of other products with same value. 


    4. Return & Exchange


    4.1 How to apply for a return/exchange?

    Due to food hygiene purposes, we do not allow for a return/exchange except for the specific reasons as mentioned below:       

    (i) Breakage/ Incomplete product package     

    (ii) Quality issue    

    (iii) Short-shipment or wrong delivery


    If the product is returnable, you can either choose to return or to exchange if it is damaged at the time you received it. You can request replacement of specific product(s) within 3 working days after delivery.


    Goods must be unused, unopened and in the same condition as you received it. Please also ensure the package is undamaged, tags are intact and attached to the item, and if any of these are damaged, they are deemed to be non-returnable.


    Please retain all packing materials including the original product packaging, Double Happiness Hong Kong packaging (if applicable), invoice and any gifts. Contact us via email (hello@doublehappiness.com/hk) within 72 hours of receiving your order to report the case. You can arrange a pick up time with our customer service (Appointment should be made 24 hours in advance). We will notify you the status of your return as soon as we received and inspected the products. If eligible, we shall replace with a new item whenever possible. If the item is out of stock, we will refund the equivalent amount based on your credit card information to your payment bank.  If Double Happiness Hong Kong does not receive the product within 7 days, we reserve our right to reject your request of return. 


    We will refund the equivalent amount based on your credit card information to your payment bank. Refund takes approximately 5-10 business days. Once issued, a refund cannot be cancelled. However, coupon used at the purchase cannot be refunded or re-issued. 


    If you return the product for personal reason, your paid delivery fee (if the order associating with the product is less than $500) cannot be refunded. 

    Each order only allows return once.


    4.2 How are refunds issued?

    Once we accept your return request, We will refund the equivalent amount based on your credit card information to your payment bank. Refund takes approximately 5-10 business days. Please note that we will not be able to provide a refund on any shipping fees charged or any discount or coupon used in the original order. 


    4.3 What products are non-returnable?

    Food products which have been opened, used, without original packaging, tags, and other accessories (different condition as you received it), or bought by mistake, personally inapplicable, damaged after use, or refund request is not made within 3 days after delivery are deemed to be non-returnable. Please pay special attention to the return or exchange expiry date. Each order only allows return once. 


    4.4 How to return/exchange if the products are found damaged?

    In case of damage, please record the damage by photos and email us at hell@doublehappinessasiafood.com. Once the claim is confirmed eligible, we shall replace with a new item or refund the equivalent amount based on your credit card information to your payment bank.  

    Please retain all packing materials including original product packaging, Double Happiness Hong Kong packaging (if applicable), invoice and any gifts for return or exchange. Please ensure product labels and tags are in good condition, any damage or folds will be deemed as non-returnable. 


    5. Promotion


    5.1 How can I stay up-to-date with your latest promotions and special deals?

    We encourage you to sign up to our Newsletter to receive all the latest news on launches and promotions. You can also follow us on social media.


    5.2 What is a coupon code?

    Double Happiness launches different promotions from time to time, and the promotions operate in the form of coupon codes. Each promotion code carries different offers, for offer details.


    5.3 How to use a coupon code?

    Please apply the coupon code upon checkout. 



    5.4 Is there any limitation when using coupon code?

    1. Promotion code or coupon offered by us shall only be applicable to one-off purchase at our site subject to special terms and conditions.  In addition, when using the promotion code with discount amount, total amount of the order must be at least HKD10 or more than the discount amount. (For example, if a promotion code carries HKD50 discount, the total amount of the order should be at least HKD60). 

    2. Promotion code or coupon is neither refundable nor redeemable for cash. Any unused amount will be forfeited.

    3. Promotion code is not applicable to promotional items.


    5.5 Is there any expiry period for using promotion code?

    Each promotion code has a designated promotion period. For more details, please refer to the terms and conditions of related promotion.


    5.6 Can the promotion code repeatedly used by one account?

    It depends on the policy of the promotion, for details please refer to the Terms and Conditions of related promotion.