FAQ Got a question? Check our FAQ first! contact us! Our Bristol Store What are your opening hours? Our opening hours may be found here: www.waiyeehong.com/find-us Please also note that holiday opening hours will be posted in our News, with a link from the homepage of our website. When are the Chinese New Year celebrations happening this year? Chinese New Year falls on a different date each year, and as such the date of our celebrations varies too. Generally, the New Year falls in January or February and our celebrations occur on the nearest weekend. Keep an eye out in-store, on the News pages of our website or social media where we will announce the event details closer to the time. Can you give me a discount? We constantly strive to get the best deals with our suppliers and any benefits we receive get fed directly into our prices to you. Case-prices are offered in-store, and savings can be made by buying our bulk items and wholesale packs. Can I set up a trade account? Wholesale services are available through our store in Bristol, and not through our online store. Please come to speak to one of our friendly sales team in-store if you wish to arrange a wholesale/delivery account. Online Shopping Is it safe to order on waiyeehong.com? Yes. All transactions on our website are handled over a secure connection encrypted via an industry standard SSL certificate. Our site is regularly updated and monitored to ensure that it is PCI compliant, and for complete peace of mind, no credit card details are stored on our website. Do I need to log in/create an account to place an order online? Yes you do. We need you to provide all the standard information required to place an order, such as billing details and delivery address, to complete the checkout. By creating an account, it means that you are able to track the progress of your order at any time, or save things in your basket to purchase later. Did you receive my order? Following placing a successful order, you should be sent a confirmation email. You may find that your email provider has placed our message into the spam folder – simply add us to your safe-senders list, so that you do not miss any correspondence we have for you about your order. You can also track any orders you make with us, at any time, by logging into our website. Can I order for collection in-store? Unfortunately, our bank does not allow us to take online payments for items to be picked up in store due to the high fraud risk. We are sorry that we are currently unable to offer this service. Can I pay cash on delivery? Sorry, we are unable to accept cash on delivery for orders placed through our online store. Can I order over the phone? Sorry, at this point, our mail-order service is only available through our online store. Purchasing your items through our online store is more secure and will ensure that there are no misunderstandings with your order. Can I amend my order? Orders can be changed up until dispatch. Please send us an email including your order number, from your order email-address. Please note that your order may be delayed as we will need to amend your order and re-pack your parcel. The product I want is out of stock. When will you have it back in? Unfortunately, this can be difficult to say, as we use a number of third party suppliers and we have little control over their stock. However, we receive deliveries every week, so common lines will be replenished regularly. We have tried to make it as easy as possible to watch the stock levels in our online store by introducing the ’email me when back in stock’ tool. Simply fill in your email address for the product that you are interested in, and you will be automatically contacted if/when it comes back in stock. Shipping and Delivery Is there a minimum order amount? No, we do not have a minimum order amount. However, our flat-rate shipping costs mean that it is better value for money if you buy a few more cupboard staples, or place orders with friends of neighbours to make the most of the 30kg parcel limit (UK parcels). How much does delivery cost? We have a number of different shipping options, which depend on your delivery address and the total weight of your order. For most customers, we offer a flat-rate shipping cost per 30kg. Please refer to our Shipping & Returns page for up-to-date shipping rates. Can you deliver fresh goods to me? We deliver perishable fresh and frozen goods to addresses within 3 miles of our store.Use our postcode checker: Am I in the Local Delivery area? When can I expect my delivery? Local Delivery (within 3 miles of our store)Local deliveries are dispatched every morning, Sunday-Friday. Usually, your order will be dispatched the next day from when you order (excluding Saturday). In rare instances, your order may be put on hold to ensure we have the freshest goods for you before we dispatch. Courier DeliveryWe aim to dispatch all orders placed before 12 noon (Mon-Fri), on the same day. Delivery time will depend on the shipping method you have selected at the checkout, and your delivery address. You can also track the progress of your delivery at any time with the tracking number provided when your order is dispatched. Please note that our couriers make deliveries on working days (Mon-Fri), so orders placed on Thursday or Friday would arrive in the following week.Please see our Shipping & Returns page for information on how long each service takes from dispatch.Please also see our courier’s page on delivery information:http://www.parcelforce.com/help-information/sending-advice/useful-delivery-information Can you leave my parcel unattended, if I am not there? Local deliveries and parcels that contain age-restricted goods such as knives or alcohol may not be left unattended. If you have purchased any age-restricted items, it will be indicated at the checkout by an 18+ check-box. Parcels that are requested to be left unattended are not covered by our courier’s insurance, and as such, we would not be able to reimburse you should your parcel be lost or damaged during delivery. We recommend that delivery is arranged to an alternative address or neighbour where someone is able to receive the parcel or alternatively you can arrange re-delivery with Parcel Force after we have dispatched your parcel. Please see our Shipping & Returns page for more information regarding unattended deliveries. Other questions There’s a problem with my online order If you notice a discrepancy or damage to your order, please let us know as soon as you can. Where possible, please send a digital photograph along with your order number and as much information as you can, to firstname.lastname@example.org. This will help us to resolve the issue as quickly as possible. More information on returns may be found on our Shipping & Returns page. I wish to return an item bought online No problem; we want all our customers to be happy with their purchases. Please contact us within 7 days of receiving your parcel, and we will help you process the return as quickly as we can. Please note that perishable goods are excluded from standard returns and should be inspected immediately upon delivery. Please refer to our Shipping & Returns page for more information.