Is there a minimum order to spend?

Yes, there is a minimum HK$1,000.00 order spend when you order your groceries from certaplatform.com.hk

Is there a charge for delivery?

For free home delivery the minimum purchase should be HK$1,000.00 or above. A service charge of HK$80.00 would be charged for orders below HKD 1,000.00

How do I choose a delivery time?

1. Sign into your CertaPlatform.com.hk account.
2. Add your chosen product(s) to your Shopping Cart and proceed to checkout.
3. Make sure you have entered your preferred delivery address.
4. An available delivery date and time will be pre-selected. Please amend to a date and time which suits you. The press save and continue on to the next stage.

Where is my delivery?

Most packages are delivered on time.

On rare occasions, orders show up after the estimated delivery time. Here are the possible reasons for the delay:

• Traffic especially at peak times of day
• Incorrect address
• Missing apartment, building, floor, or unit number
• Severe weather conditions

Our drivers will attempt to contact you in the event that the delivery is delayed.

If your delivery hasn't arrived within your booked slot and you haven't heard from us, here are the recommended actions:

1. Re-check estimated delivery date and address

Contact our Customer Care team on +973 1742 0430, who will be happy to assist

How do I return a substituted item?

If a product is out of stock, we’ll try to select a substitute that is similar to the original item you ordered.

When you have placed an order, we’ll let you know of any substitutions upon email confirmation.

However, if the substitutions are not suitable, simply inform the delivery driver when your item(s) arrive.

Our delivery driver will return the product(s) and you will receive a refund within 7-10 days.

What do I do if an item is missing from my order?

If you realise that an item is missing after the delivery, please contact your local delivery branch immediately or within 2 days following the delivery.

Their number can be found on your order confirmation email.

For any additional assistance, contact our Customer Care team on +973 1742 0430.

We will resolve the issue for you as quickly as we can.

How do I get a refund on my online order?

Return any unwanted or damaged products with our driver, who will return it to the branch and process the refund for you.
You will receive an automated email notification with details of the refund. Please allow 5–7 working days for the refund to appear in your bank account.
If our driver has already left, the item(s) must be returned within five days, with proof of purchase and in its original packaging. For any enquiries, please contact our Customer Care team on +973 1742 0430.

How do I report a product complaint?

We do our best to ensure our products are of the highest standards.

If you would like to report a product complaint, you can contact us by phone.

If you use email, please click Contact Us, and write “Reporting of Product Complaint” in the email header.

Alternatively, contact our Customer Care team on +973 1742 0430.