Delivery Policies


SUPHIA’S FUNCTIONAL FOODS ("we" and "us") is the operator of (https://suphias.com/)
("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund. 
2. Shipping Costs
Shipping costs are calculated during checkout based on distant,dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Return
3.1 Change of mind returns
Due to the personal nature of our products, we don’t offer returns if you change your mind once the order has been dispatched. However, please feel free to drop us a message at suphia@suphias.com if there’s a reason for your change of heart that you think should be eligible for a refund.

Please note: Shipping an item without consulting customer service will not guarantee a refund or store credit & you risk additional charges as the item(s) may be returned to you at your expense. To avoid additional charges, it is mandatory that you consult with customer service before returning merchandise.
4. Delivery Terms
4.1 Delivery Areas
Please note that Suphia's only delivers to HK Island, Kowloon, and New Territories. Unfortunately, we do not deliver to Outlying Islands or Discovery Bay. 
4.2 Delivery Fees
Delivery fees are a flat rate depending on your location in the designated delivery areas, and are subject to change dependent on shipping company costs. Areas in New Territories will vary dependent on distance to our Delivery origin. Your parcel may have a free delivery option, should it meet the minimum requirement for waiving delivery fee. Delivery fee waiver rates are subject to change at any time.
Cake delivery fees may differ from that of our standard delivery rates.
HK Island: Free delivery for orders over HKD400; a delivery fee of HKD55 will apply otherwise.
Kowloon: Free delivery for orders over HKD600; a delivery fee of HKD55 will apply otherwise.
New Territories: Free delivery for orders over HKD600; a delivery fee of HKD100 will apply otherwise.
Cake delivery: A delivery fee of HKD100 will be applied. 
4.2 Pick-Up
All items are available for pick-up at The Hive at 33-35 Hillier St, 3/F in Sheung Wan.

4.2 Transit Time Domestically
In general, domestic shipments are in transit for 1 - 2 hours.

4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order.
Our office operates on Monday - Friday during standard business hours, except on national holidays at which time the office will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.6 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

5.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Customer service
For all customer service enquiries, please email us at suphia@suphias.com.