Customer Guide & FAQ
About Our Store
Q1. Who are we?
We are a Hong Kong couple who fell in love with Thailand and now call it home. After living in London and traveling the world, we learned how powerful food and lifestyle moments can be — they bring comfort, happiness, memories, and connection.
So we started this store not just to sell products, but to share things we truly love. Everything here is carefully selected, responsibly sourced, and lovingly packed from Thailand, so you can enjoy a little joy and warmth wherever you are.
Ordering
Q2. Where can I order from?
We currently support orders from Japan, Hong Kong, Taiwan, Singapore, and the United Kingdom.
Q3. Can I contact you in my language?
Yes. We do our best to support regional language communication depending on the market.
Delivery
Q4. How long does delivery take?
Delivery time varies by destination.
Typical delivery time is around 7–14 days after shipment.
Depending on customs processing and seasonal shipping congestion, delivery may take up to around 20 days in rare cases.
Q5. Can I track my order?
Yes. A tracking number will be emailed after shipment.
Q6. Is packaging safe?
Yes. Products are securely packed with protection and moisture prevention. Fragile items are cushioned carefully.
Customs & Duties
Q7. Will I be charged extra fees?
Most orders fall within personal import allowance. If any import taxes or duties apply, they may be the responsibility of the recipient according to local customs regulations. If you are unsure, please contact us before ordering.
United Kingdom (UK) Customers
Orders shipped to the United Kingdom may be subject to UK import VAT (typically 20%) and possibly customs duty. These fees are assessed by UK Customs and collected by the delivery courier before or upon delivery. These charges are the responsibility of the recipient and are not charged at checkout.
Product Information
Q8. Are products authentic?
Yes. All items are official and genuine from trusted suppliers.
Q9. Expiry date / shelf life?
Displayed on product pages. We prioritize sending items with sufficient shelf life.
Q10. Ingredient & allergen info?
Provided where possible. Contact us anytime if clarification is needed.
Returns & Problems
Q11. Can I return or exchange?
Orders cannot be cancelled after shipment, but we support:
- wrong product shipped
- damaged product
- clear product defect
Please contact us within 48 hours of delivery with photos. We will handle sincerely.
Payment
Q12. Payment Methods?
Credit cards and supported online international payments. Local methods may be added market-by-market.
Customer Support
Q13. How fast do you reply?
We aim to reply within 24 hours.
We want our customers to feel completely safe and confident shopping with us.
We take responsibility for quality, packaging, and support.