We know you must be making discovery by every minute, let us help with some of your questions! If you are still wondering, you can reach us via:
WhatsApp: +852 5539 0014 Phone: +852 5917 1181
Foodcraft Store: Room A, 16/F, Yiuga Factory Building, 62 Victoria Road/Sai Ning Street
Opening Hours: Monday to Saturday, 9am-5pm (closed on Sundays & Public Holidays)
Q. Do You Accept Orders Over the Phone and WhatsApp? How Can I Make Changes to My Current Order?
Orders are accepted on FoodCraft.hk or at the Kennedy Town physical store only.
In case you have trouble placing order or wish to make amendments to your existing order, please contact FoodCraft Customer Service.
WhatsApp: +852 5539 0014
Q. What Payment Methods Do You Accept?
On FoodCraft.hk: American Express, Visa, MasterCard, FPS and Bank Transfer
At the Store: PayMe, Visa, MasterCard, UnionPay, JCB, AliPay, GooglePay, ApplePay
For Bank Transfer: Please send a valid screenshot or copy of the transaction via email or WhatsApp within 24 hours. Your order will otherwise be cancelled.
Account Name: Sesame Kitchen Limited.
HSBC Account: 400 700852 838
FPS ID: 16269193
Q: When Should I Place My Order?
Cut-off time for next-day delivery is 12pm, Monday-Friday and Sunday
Q. How Much Do I Have to Spend for Free Delivery? What is the Delivery Charge?
Hong Kong Island & Kowloon orders above $600 * or New Territories orders above $800* will be free delivery. (*exceptions will be listed in bellow). Below are individual delivery charges:
Hong Kong Island: $100
New Territories: $200
*Exceptions of the minimum amount of the free delivery amount
South Lantau - $1200 (less than this amount will be subject to $200 shipping fee)
Lau Fau Shan - $1200 (less than this amount will be subject to $200 shipping fee)
*Regardless the shopping amount, the below districts will have a shipping fee of:
Penny's Bay - $450
Hong Kong International Airport - $250
Kwai Chung/Kwai Ching Container Terminal - $500
Q. Can I Pick Up From the Store?
Yes! Select the option 'Self-Pickup' upon checkout or contact Foodcraft Customer Service for arrangement.
Q. I Have Fresh Items in My Scheduled Delivery for Today, Can I Reschedule?
On-the-day deliveries that include freshly-made products are not eligible for the change.
All fresh items are precisely prepared early in the morning in FoodCraft's Kitchen to ensure quality. FoodCraft is on a greener mission to reduce food waste and we can only achieve this with your consideration!
*Fresh items include: FoodCraft Bakery Items, FoodCraft Coconut Yogurts & Puddings, FoodCraft Nut & Seed Drinks and FoodCraft Kefirs.
Q. Who Delivers FoodCraft Orders?
FoodCraft hires drivers and SF Express for order deliveries.
Orders with bake-to-order bakery items will be delivered to your door by FoodCraft's drivers. Other orders may be assigned to SF Express.
Orders to Discovery Bay will be delivered by SF Express regardless of product type.
Q. FoodCraft Delivery Hours are between 3pm-7pm. Can I Ask For Specific Delivery Hours?
Due to consideration for all customers, add to cart 'Delivery on Demand Service ($80)' for specific delivery hours. Suit your schedule with a 2-hour delivery timeframe! Be in control of the arrival time.
Q. Where to Track Your Order?
Once your order is shipped, you will receive a Shipping Notice via email. An SF Tracking Number (eg. SF 400012345678) is included and you can track the status of your delivery with the link below:
For immediate assistance and time management, please reach out to your assigned driver with the local contact number provided within the timeline in SF Tracking.
*SF Express does not deliver within FoodCraft's Delivery Schedule.
**For immediate assistance and time management, please reach out to your assigned driver with the local contact number provided within the timeline in SF Tracking.
Q. My Order Requires Refrigeration and is Assigned to SF Express, Is It Safe?
FoodCraft ensures your order is stored at the appropriate temperature during transition from our store to yours. You will notice the storage temperature indicated on the box.
The following locations will have an additional delivery fee if the order's spending is below HKD 1500.
- South Lantau
- Lau Fau Shan
*Deliveries to Lamma Island are limited to and self-collection at SF Express stations only, alternative addresses are welcome
You are definitely recommended to share the good stuff with colleagues, neighbours, friends and family! Plan your order together! 🤗 🎉
Q: How should I store my vegan coconut yogurt/puddings?
This is a living product. The sourness and bubbles are results from the natural fermentation of the ingredients and is a good indication of good bacteria aka 'PROBIOTICS'!
Please store at or below 2°C at all times and consume as soon as possible after opening.
Our coconut yogurts, puddings and kefir and plant milk beverages are made-to-order only and produced on the day of delivery. Please be reminded the products have a sensitive shelf-life without the aid of preservatives and artificial ingredients.
Should any issues occur, please contact Foodcraft Customer Service within 2 days of arrival.
Q: When Are Bakery Items Ready?
All breads are bake-to-order and prepared fresh in the mornings on the day of delivery or self-collection. Deliveries therefore take place in the afternoon.
Q: Do I Need To Pre-Order Any Items?
All kitchen products such as breads, yogurts, kefir, etc. require pre-order at least 1 day in advance to ensure production time is enough. We need at least 8 hours per loaf!
Q: I Need To Be Away For A Period Of Time, What Should I Do With My Sourdough Starter?
Check out our Sourdough 101 in Blog!
You can keep your Sourdough Starter in the refrigerator for up to 10 days without feeding. Once you are ready to bake again, feed your Starter at room temperature before you start using it for baking again.
If the wait is longer than 10 days because of travelling etc., you can keep the Starter in the freezer. Once you are ready to bake again, please defrost the Starter at room temperature and begin the feeding process from the beginning. It may take 2 -3 times of repeated feeding until the Starter becomes fully active again.
Q: Can I Have A List Of Ingredients Of Your Products?
Please refer to product descriptions for all ingredients adopted in our homemade products. Additional information on imported products can be found on the websites of respective brands.
Q: Where Do You Produce Foodcraft-made Products?
Foodcraft products are handmade with love in Hong Kong!! Our kitchen is located in 'Room A, Yiuga Factory Building, 62 Victoria Road, Kennedy Town'. The kitchen is operating under Food Factory Licence (No. 2918805474) issued by the Hong Kong Food and Environmental Hygiene Department.
All items per delivery are examined before leaving the store.
Foodcraft does not hold liability for damages incurred during transition by external couriers and less packaging per request of the customer.
For externally assigned deliveries, Foodcraft Logistics Team may employ plastic to avoid damage during transition.
Foodcraft would like to remind all customers that requests for alternative packing material causes risk to product safety during transition from our store to your home. We kindly ask for customers to evaluate their own risk when requesting for the sole use of re-used paper no additional packing materials at all.