FAQ

Please read the terms and condition listed below before submitting order and enquiry, so that you can obtain useful information in a timely manner.

Pick up / Delivery Arrangement

1. Please arrange to pick up the sweets at our studio in Lai Chi Kok or Tai Kwun Store in Central.  The default pick up time is as follow:

• Studio in Lai Chi Kok:
• 12nn - 6pm (Mon to Fri)
• 12nn - 4pm (Sat, Sun and Public Holiday)
• Tai Kwun Store in Central:
• 12nn - 7pm 
• Please let us know asap if you need any special arrangement.  Please note that we no longer operate the store in PMQ.  

2. Here are the addresses of the pick up points:

• Studio in Lai Chi Kok:

• Tai Kwun Store in Central:

3. We can provide quotation for delivery service according to order content, location and time.  The starting service charge is $150.  Please note that you will have to pick up at the van.  If you need the driver to park the van and deliver the cake to door, the driver will need to charge $150 extra (hence starts from $300).  

   The online store will calculate the delivery charge based on your order. You will find the corresponding delivery options with charge when you check out.

   For reference of delivery charge, please refer to: Delivery Charge

Order Lead Time

1. For designs listed on the online store, please place order 1-2 weeks in advance.

2. Please note that order is subject to availability and on first come first serve basis.  We will stop taking further orders once our booking in the specific period is fully reserved.
3. If your order lead time is less than 1 week, please call (3686 0915) during 12nn to 7pm or email (order@phoenixsweets.com) to enquire our availability before submitting order.

Order Procedure

1. Once you placed order at the online store, we will manually verify and process your order. After that, we will issue a confirmation email to you and if needed, our colleague will call you to go through the order details.

2. If you cannot receive a confirmation email within 3 days, please contact our store during 12nn to 7pm at 3686 0915.
3. We thank you for your patience when waiting for our reply.  We try to reply all enquiry in a timely manner and our pledge is to reply within 3 days.  If you haven't received our reply within 3 days, please check your SPAM BOX and if you still cannot get our reply, you may call us to follow-up.

1. Please note that we need to spend considerable time to manage and handmade each order.  If rescheduling of pick up / delivery date is needed, please notify us at least 5 days in advance.  Rescheduling is subject to availability of the new pick up / delivery date.
2. No cancellation and refund would be accepted after the order is confirmed.  We also reserve the right to not accepting any reschedule request due to limited availability. 

Cancellation and Reschedule Policy

1. No cancellation and refund would be accepted after the order is confirmed.  We also reserve the right to not accepting any reschedule request due to limited availability. 
2. Please note that we need to spend considerable time to manage and handmade each order.  If rescheduling of pick up / delivery date is needed, please notify us at least 5 days in advance.  Rescheduling is subject to availability of the new pick up / delivery date.
3. As we have to prepare in advance for every order, we do not accept cancellation and reschedule request due to bad weather and other force majeure situation.

Bad Weather

1. Service will be suspended once typhoon signal no. 8 or black rainstorm is hoisted.  Customer has to reschedule the pick up / delivery date to another date which is within 2 days of the original pick up / delivery date.

2. As we have to prepare in advance for every order, we do not accept cancellation and reschedule request due to bad weather and other force majeure situation.

1. The price of our works is not based on weight (lbs)!!  It mainly depends on the design requirement and size (for cakes, in diameter).
2. The listed price is only applicable to the standard design.  If any amendment is needed, Phoenix Sweets reserves the right to provide further quotation.  The actual price of the sweets depends on the finalised design requirement. 
3. Please note that as the colour is hand mixed, it is very likely that the colour and look of the cake vary slightly from the reference photo.  The product photo in this online store is for reference only.

Terms and Conditions

1. By submitting order, you agree to accept the terms and condition.
2. In case of disputes, the decision of Phoenix Sweets shall be final and binding.

Storage