Shipping, Delivery & Payment methods

Cancellation, Return and Refund FAQ’s – Click here

1. What are the delivery timings?

Generally we deliver in two slots – Morning and Evening. Morning (10:30 AM to 2:30 PM ) and evening (4 PM to 8 PM). Please visit our Delivery Schedule ( for detailed information as per the locations.

2. What is the payment policy?

There are only two payment methods available as of now:

  1. Prepaid payments (via credit card, PayMe and account transfer)
  2. Cash on Delivery
    Please note: No Credit (Delivery without pre-payment or COD) shall be provided under any circumstances. We suggest you to make online payment (via credit card, PayMe and account transfer) if you are not expected to be available at the time of delivery.

3. How can we make the payment?

You can pay for your order on Localitree.com using the following modes of payment:

  1. Cash on delivery
  2. Credit cards (VISA / Mastercard / Amex)
  3. PayMe and account transfer

4. Which payment gateway you are using?

We are using Stripe payment gateway.

5. How can I add more items in my order?

You can call our customer care number (+852 5940 1514).

6. What is minimum threshold for my location?

Please see Delivery Policy ( for detailed information on this.

7. Is there any condition attached to minimum threshold for free delivery?

Fresh/UHT milk and yogurts are excluded.

8. Do you deliver on Sundays/Public Holidays?

We deliver orders everyday with an exception of Sundays.In the event of typhoons / rainstorm, deliveries will be rescheduled to the next available date. Typically this will be the next working day

9. How much time will it take to deliver the order?

Same Day Delivery Cut Off time is 12AM for Morning as well as for Evening Slot locations. Please see Delivery Policy ( for detailed information on this.

10. What time should I place the order at to get same day delivery?

Same Day Delivery Cut Off time is 12AM for Morning as well as for Evening Slot locations. Please see Delivery Policy ( for detailed information on this.

11. Can you deliver the order if we are not available at home?

Yes, we can deliver the (pre-paid) order to your door step/reception or conciergewhen authorized by you. Please note, Localitree will not be responsible for any loss or damage of product/s.

12. Can we pay later after delivery?

No, we do not extend such facility.

13. Can we pay in INR or with an Indian bank account?

Yes, you may pay to our Indian bank account if you have recently moved to Hong Kong. This facility can only be used once.

14. Can you provide on demand(express) delivery?

Yes, we may provide on demand(express) delivery service. The charges are variable as per the location; you may call us on +852 5940 1514 for more information on this.

15. Do you deliver all over Hong Kong?

Yes, we cover almost all parts of Hong Kong.

16. How would the amount paid in excess be adjusted?

We will refund the excess amount to your Localitree wallet which can be used at your next purchase.

17. Can you deliver the order to some other location as I am not at home today?

Yes, you need to inform us at the time of placing the order or at the time of dispatch.

18. How do I register?

You can register with us by providing your basic details: Email address, contact number and the delivery address.

19. Is there any charge for registration?

No. Registration on Localifree.com is absolutely free.

20. Do I get any benefit when I register with you?

You will get welcome balance of HK$20.

21. How can I top up my wallet?

You can directly recharge your wallet with Credit Card using following link:

22. How do I reset my password?

You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

23. How do I get my payment if I get my order cancelled?

We will credit the amount in your wallet which you can use against your upcoming orders.

24. Is there any coupon available in case of late deliveries?

No, but we will try to deliver on time.

25. Are veggies and fruits fresh?

Yes, We provide fresh veggies and fruits.

26. How can I change the address in my order?

You can change your delivery address on our website once you log into your account.You may also call us or whatsapp us.

27. Do you inform customers in case of late deliveries?

In case of any delay, our customer support team will keep you updated about your delivery timing changes.

28. Can I add/remove some items in my order?

You can message us or call on our customer care number before packing.

29. How can I check the status of my order?

You can always call our customer care team to check the status. Or you may also see the status after logging in to your account online.

30. How can I know if any item is not available to add in my order?

We will inform you while dispatching the order.

31. Is there any welcome bonus?

Yes, you will get a welcome bonus of HK$20

32. How can I check balance in my wallet?

You can see it after you log in to your registered account

33. Would I receive a hard copy of my invoice?

We can provide on request.

34. Can I have multiple accounts with same address, email id and contact no?

No, Each delivery address, email ID and contact phone number can only be associated with one Localitree account.

35. Do you have an offline store?

Yes, we have an offline warehouse store at Kennedy town. You are most welcome to visit it to explore and directly purchase from there. It hosts almost our entire selection there. The address is: Unit H, Floor 22, Hong Kong Industrial Building
444-452 Des Voeux Road West
Kennedy Town
Tel.: +852 3611 1030

36. Is it safe to use my Credit/Debit card for purchase through Localitree?

We don’t store your credit card details and are using industry leading Stripe Payment gateway.

37. What happens if no one is at home during the delivery?

We will inform you first and keep your packet at your doorstep (only if pre-paid and authorized by you) and we will send you the picture of the delivered product/s.

38. Do you also sell wine/beer/liquor?

Yes, you may visitthe section here (
As per Hong Kong law, intoxicating liquor must not be sold or supplied to a minor in the course of business.

39. How would I know my payment status?

Please dial +852 5940 1514 or message us for any payment related queries.

40. Which credit card is accepted for payment?

We accept payment via Visa, MasterCard & American Express credit cards.

41. What is Localitree fresh?

We provide local fresh items like sweets, samosa, aloo tikki, etc.

42. What kind of products do you sell?

We at Localitree are Hong Kong’s first organized online supermarket that provides doorstep delivery of comprehensive regional groceries and home essentials, personal care, baby care items.


43. What is the minimum order value?

HK$ 200, HK$300 and HK$500 as per the locations. Please see Delivery Policy ( for detailed information on this.

44. Can you arrange specific products for me?

Yes! Whenever a customer asks us for a specific product they want, we will do our best to find and stock that product. We will arrange it if it is available with distributors. You can always inform us by whatsapp or call.

45. What is the meaning of cash on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

46. How are the fruits and vegetables weighed?

Every fruit and vegetable has a different size and weight. While you shop we can only show an estimated weight and price for everything priced by kilogram, catty or pound. At the time of delivery, we weigh each item to decide the final price. There could be a difference of 5% – 10% of their original weight.

47. Do I get any points after shopping?

Instead of points, we give cash back of 1% if the order is above $500.

48. Can I get a coupon code while ordering groceries through Localitree?

In Process

49. Can I get delivery as per my schedule?

Yes, we canprovide on demand(express) delivery service. The charges are variable as per the location, you may call us on +852 5940 1514 for more information on this.

50. Do you have subscription based/recurring order facility?

In process.

51. Any order cancellation charges?

Absolutely no cancellation charges as long as the order is in processing or packing stage. But cancellation/reattempt charges of $50 are applicable once the order moves to out for delivery stage.

52. Is there any referral bonus?

Yes, you may find your reference code (URL) here (

53. How long the balance of wallet lasts?

If there is no any transactions over a period of 6 months in the history of particular email address then the amount of wallet would be debited automatically.

Under the law of Hong Kong, intoxicating liquor must not be sold or supplied to a minor in the course of business. 根據香港法律,不得在業務過程中,向未成年人售賣或供應令人醺醉 的酒類。