Question 1

Where do you deliver?

Accepted Answer

We work with a courier service called GOGOX to deliver beers directly to you as fast as possible. Unfortunately we cannot provide the same day delivery to all of Hong Kong at the moment. Generlly, we can deliver to the following areas on the same day (see below for detailed non delivery areas):   Hong Kong Island (inc. Central Public Piers - see Public Pier FAQ) Kowloon New Territories (urban areas only) We cannot currently deliver to: Outlying Islands (excluding Discovery Bay) Sai Kung Country Parks Border Areas   During delivery promotions we are still unable to deliver to the below areas.   Below are the detailed locations we CANNOT deliver to:   Central and Western  Mount Davis  Eastern Tai Tam Road (Chai Wan Section), Cape Collinson Road  Southern Tai Tam, Shek O, Hong Kong Parkview,Cape D' Aguilar, Brick Hill  Wan Chai  Jardines Lookout, Mount Butler Firing Range  Kowloon City Fei Ngo Shan, Kwun Yam Shan  Sham Shui Po Stonecutters Island, Caldecott Hill  Kwun Tong  Kai Tak Cruise Terminal Kwai Tsing and Tsuen Wan Sham Tseng, Wonderland Villas, Tai Mo Shan, Kwai Tsing Container Terminal 1-9, Tso Kung Tam Outdoor Recreation Centre, Muk Min Ha Tsuen, Ting Kau, Shing Mun Reservoir Tai Po The Hong Kong Institute of Education, Sam Mun Tsai, Tai Mei Tuk, Tai Po Kau, Tai Po Wun Yiu Road,Kadoorie Farm and Botanic Garden, Ng Tung Chai, Brides Pool, Tai Po, Fung Yuen Road Northern Kwan Tei, Sha Tau Kok, Kwu Tung, Lok Ma Chau, Kau Lung Hang,Wo Hop Shek Cemetery, Ta Shek Wu, Hong Kong Golf Club, Tsiu Keng, Luk Keng, Wu Kau Tang, Sheung Shui Wa Shan, Ping Che, Ta Kwu Ling, Sandy Ridge, Pat Sin Leng, Lung Shan Temple Yuen Long Tai Tong, Fairview Park, Palm Springs, Mong Tseng Wai, Nim Wan,Sheung / Ha Pak Nai, Pat Heung, Shek Kong, Mai Po, Nam Sang Wai, Tai Tong Lychee Valley, Tai Tong Country Park Tuen Mun Siu Lam, Tai Lam, Tuen Mun River Trade Terminal,Lung Kwu Tan Tuen Mun River Trade Terminal, Lung Kwu Tan Sai Kung Lady MacLehose Holiday Village, Wong Shek Pier, High Island Reservoir, Po Toi O, Tai Au Mun, Silverstrand, Ho Chung,Shap Sze Heung, Tseng Lan Shue, Yung Shue O, Tai Mong Tsai, Pak Tam Chung, Sai Sha,Tseng Tau Sha Tin Kau To Shan, Kam Shan, Ma On Shan Tsuen, Po Fook Memorial Hall, Tao Fong Shan Tseung Kwan O Junk Bay Chinese Permanent Cemetery Junk Bay Chinese Permanent Cemetery Islands Ngong Ping, Pui O, Tai O, Tong Fuk, Mui Wo, Tung Chung Road, Tai Long Wan Village, Asia Expo, Ma Wan,Hong Kong Disneyland, artificial island, Siu Ho Wan Others Frontier Closed Area, Lo Wu, Man Kam To Frontier Closed Area, Lo Wu, Man Kam   If you live in an area we cannot service immediatly please get in touch and we will see if we can help you with a delivery, however, an additional transport cost may apply.

Question 2

What is the delivery fee?

Accepted Answer

We charge $65 per order for delivery unless you spend over $350 per order in which case delivery is free (within our delivery areas only).

Question 3

Can I still order if I live outside your couriers service area?

Accepted Answer

If you live outside the service area we may still be able to help but there will be additional delivery charges. Please contact us and we will do our best to get some beer to you.

Question 4

Can you deliver bulk orders for a junk to a public pier at a certain time?

Accepted Answer

We can deliver cold beer for a junk to a public pier depending on the location of the pier. We can't deliver to the actual boat though. Please get in touch to schedule the delivery and let us know what you would like, if it needs to be cold and the date and time of delivery. Note that the minimum order for this is $600. If possible please give us at least 24 hours notice - although we may be able to help with less notice. Please contact us further in advance for large orders (2 cases or more) to make sure we have the stock ready for you.

Question 5

Who provides your delivery service?

Accepted Answer

We currently partner with GoGoX to provide our delivery service in Hong Kong.

Question 6

Can you deliver to Discovery Bay?

Accepted Answer

We can deliver to Discovery Bay and still deliver same day and cold. We can also deliver to the North beach if you are having a party or gathering there. Please contact us in advance for large orders (2 cases or more) to make sure we have the stock ready for you.   The delivery fee for DB is the same as all other areas - $65 for orders less than $600 and free for orders greater than $600. However, you can pick up for free - please email or message or WhatsApp us to arrange this.

Question 7

Can I collect my beers directly from you?

Accepted Answer

Yes, our shop is based in Sham Shui Po but please note it is not staffed all the time so it is a limited window; please check the "Contact Us" page for details. For an online order, proceed with the usual online ordering but select Shop Pick Up from the shipping option during check out.    If you cannot collect the beers during our normal hours please get in touch and we will work something out to ensure you can get your beers.

Question 8

I don't need my beer today. Can I schedule a delivery?

Accepted Answer

If you would like to scheulde a delivery please get in touch with us and let us know what you would like, if it needs to be cold, your address and when you would like it delivered. Please note that we generally cannot do timed deliveries (except for Junk orders - please see Junk Public Pier FAQ).   Deliveries scheduled for a later date will still be delivered within the 3-6pm window on the desired day as we cannot offer timed deliveries to residential addresses at the moment.

Question 9

What happens if I am not home to take delivery?

Accepted Answer

If no-one is home then the driver will try to leave the products with your building's reception where possible - please inform your reception you are expecting a delivery so they accept the package. If you live in an unmanned building then it is best to provide an alternate location or a door code so the driver can get in and leave it by your door.

Question 10

What is your refund and returns policy?

Accepted Answer

Due to the consumable nature of our products returns are not excepted.  If you think there is an issue with the quality of the product, please contact us via email at contact@craftlah.com and we will try to work with the brewery to see what the issue may be. As tastes are subjective, the brewery / Craft Lah may not be able to issue a refund if the product is considered to be acceptable.    Please include the name of the product. Name of the brewery and any dates or codes you see printed on the bottle (check the neck and label and cap) or can (check the label, base and can lid) and take photos were possible. Please describe the issue in as much detail as possible especially what you think the quality issue may be.    We will look into each matter on a case by case basis but do not guarentee we will issue a refund if we deem the product to be suitable.

Question 11

My delivery arrived damaged what should I do?

Accepted Answer

All our products are checked prior to leaving our shop. All our packaging has been tested during transit so hopefully it won't happen!   However, if you note any damage to your products please do not accept them.  Please inform us and send a photograph of the issue to contact@craftlah.com and we will investigate what happened for you.   Where appropriate, we will replace the product or provide store credit but this is at the discretion of Craft Lah.   Note that dented cans are not considered to be damaged and the product is still safe and consumable.

Question 12

Can I cancel or change my order?

Accepted Answer

Orders can be cancelled up until the 2pm cut off time for same day delivery. Orders cancelled will be subject to a small fee. This is a fee that is not refunded to Craft Lah from our payment provider and as such, we have to pass this charge to the customer. The amount works out to be 3.4% of the charged amount plus HKD$2.35.    Orders that have been dispatched or cancelled orders after 2pm on the day of delivery cannot be cancelled or refunded.

Question 13

Can I track my order?

Accepted Answer

Yes, once dispatched from our shop, you will recieve a tracking number via your mobile phone (please ensure you give the correct mobile number at check out) and you can see when the parcel was dispatched and the loction of the courier. The tracking also notifies the time the delivery was signed for or delivered.

Question 14

Can your couriers return your packaging to you?

Accepted Answer

Unfortunately, at the moment our courier partner is unable to return packaging to us. However, if you return packaging (must be in a reusable state) to our shop during opening hours, site members can get 10% off their next order in store.

Question 15

Is your packaging recyclable?

Accepted Answer

At the moment we have not been able to source a recyclable packaging that suits our needs and still allows us to deliver our beers in a temperature controlled manner. As such, we have found a supplier who can provide reusable packaging. Please do re-use the bag for your shopping or going to the beach or bring it in to our store for more beer!

Question 16

What payment methods do you accept?

Accepted Answer

Both Online and in-store we accept Visa, Mastercard, Maestro, American Express and China UnionPay.   In-store we also accept cash. We can process card details in our store but at the moment we have no card reader. You can log in to our online shop and purchase that way (select in store pick up) or we can help you through our in-store phone.

Question 17

Do you store my credit card details?

Accepted Answer

No, Craft Lah do not store your credit card details and cannot see any credit card information provided through our website.   Members can choose for their payment details to be remembered via our site but Craft Lah have no way of accessing this information and all details are securely held via our webiste provider - Wix. If this is the case, you may delete the details by logging in to your membership area in the "My Wallet" section. Here you can amend or delete your stored details.    All payments made are securely processed through our payment provider Stripe and not handled directly by Craft Lah.

Question 18

Is your shop also a bar?

Accepted Answer

No, we can sell alcohol but under the legislation in Hong Kong we do not have a license to sell alcohol for consumption on our premises and this includes product tastings. So please don't be upset that we can't open your beers for you in our shop. Once you leave the shop you are welcome to do as you wish.

Question 19

How do I become a member and what is membership?

Accepted Answer

Simply click the “Log In” button on the top left hand side of the website and follow the instructions.  We don't run loyalty programs or rewards schemes as we want to keep the cost of our products as low as possible for everyone, whether it's your first or fifth time buying from us.  Signing up to our membership makes checkout a little quicker as you can choose for your secure area to remember your card and address details* and we will also occasionally send out emails detailing new products, seasonal brews or special offers. We won't send out a lot of emails and you can always unsubscribe.  *Don't worry - card payment details are securely held by our website provider - Wix - and Craft Lah have absolutely no access to these (as such, we cannot amend these details for you).

Question 20

My beer has things floating in it; what is it?

Accepted Answer

Many of the products we sell (beers mainly) are bottle conditioned. This means that a small amount of yeast is added to the bottle (not cans) for the beer to continue with what is known as a secondary fermentation. This adds extra flavour and a little extra alcohol to the product.   When the bottle is stored upright this will settle to the bottom. When the beer is poured, this sediment may be disturbed and that is what you may see floating in your beer. Don't worry, it is harmless and you can drink it.   It is best to allow the yeast to settle to the bottom, especially after delivery, and the last bit in the bottle is usually thrown away.

Question 21

My drink is hazy, why?"

Accepted Answer

Beers and ciders may be unfiltered by the breweries as they may feel it provides a more natural or better quality product. The haze you see can be from various things but all are safe to consume. Beers brewed with wheat are always naturally hazy. Other beers / ciders often state they are unfiltered or hazy. Either way, its nothing to worry about and safe to drink.

Question 22

How can I tell if the product is vegan / vegetarian friendly?

Accepted Answer

Most of our products are suitable for both vegans and vegetarians. Brewers sometimes use clarification agents or filtration agents that are made from animal origins. This is why we check with each brewery about each product to ensure if any animal products are used. Under each product description it will say in bold if it is suitable and if not then why. Then you may make an informed decision that suits your lifestyle.   Some styles of products will always have animal products in and so will never be suitable for vegans. This is the traditional nature of the product and they can't really be made without it. This commonly includes (but is not limited to): meads, milk stouts, milk shake IPAs, dessert style stouts and honey ales.