01 General Questions about Placing an Order

Can I select food items from different categories in one single order?

Yes, you may select food items from different categories in one single order. Simply add all desired items in the food basket and then check out. Please note that a single order can only be collected or delivered on the same day and at the same time. If you wish to receive them at different times, we’d suggest placing different orders.

 

What can I do if I don’t receive the confirmation email after successfully placing an order?

A confirmation email will be sent within 24 hours to the designated email, please be patient. If it doesn’t arrive within 24 hours, please check your junk mail or call our hotline at 2101 1293.

 

What can I do if I input the wrong email address when placing an order?

Please call our hotline at 2101 1293.

 

After an order is placed, can I add more items or make any changes?

Upon confirmation and acceptance, you won’t be able to change, cancel or request for refund. If you wish to add more items, please place a new order. Please note that any additional items will be added to a new order separate from the existing order, if you select “Delivery Service”, it will not be delivered together with the existing order. Only orders exceeding HK$2,500 (after discount) are qualified for free delivery. You may also visit our stores to place more orders and make payments there.

 

After placing an order, can I return the items or request for refund?

Once the order is confirmed and accepted, you won’t be able to change, cancel or request for refund. The amount spent will be deducted from the credit card account and will be listed on the credit card statement without issuing a separate notice.

 

In case of adverse weather conditions, such as typhoon or heavy rainstorm, will the collection and delivery services be affected?

In case where the Typhoon Signal 8 or above or the Black Rainstorm signals are hoisted, our stores operations might be affected, so we will not be able to arrange collection/ delivery services as usual. Please call the specific store listed on your confirmation email to enquire for details. In such cases, please contact the designated store within 36 hours from your original pick-up/ delivery date to make changes. Please note that the new pick-up/ delivery date will be on or before the final day of promotion. Maxim's Caterers Limited reserves the absolute right to decide whether or not to accept the changes.

02 Delivery and Collection

What are the options for collection?

We currently offer 2 options: “Pick-up at Stores” and “Delivery Service”.

 

Which stores can I collect my order from?

You may choose between Maxim’s MX, MX or Maxim’s mx stores for collection.  All locations are listed in the “Pick-up at Stores” section under “Pick-up Method”.

 

If I opt for “Pick up at Stores”, how do I collect the order?

Please visit the designated store for collection at the exact time and date as shown in the confirmation email. Upon collection, please present a valid QR code or printed email for verification by our staff.

 

Do I need to pay a delivery fee for “Delivery Service”?

A single order exceeding HK$2,500 (after discount) will entitle you to free delivery. Please note that free delivery is restricted a certain quota, so it’s only available on a first come first serve basis. Free delivery service excludes Islands, Lantau, Chek Lap Kok. Ma Wan, Discovery bay, the Peak, Stanley, Sai Kung, Shek O and Tung Chung. If the order total is less than HK$2,500, there will be a delivery charge of HK$500 for the following areas: the Peak, Stanley, Sai Kung, Shek O and Tung Chung. All other accessible areas will cost HK$200. Paid delivery services are not available for Islands, Lantau, Chek Lap Kok, Ma Wan and Discovery Bay. For a single order below HK$1,000 (after discount), delivery service will not be provided.
 

How do I qualify for free delivery service?

If a single order exceeds HK$2,500 (after discount), you will be entitled to free delivery.

Please note that free delivery is restricted to a certain quota, so first come first serve.

 

Where do you delivery to?

Delivery service is only available inside Hong Kong SAR, i.e. Hong Kong Island, Kowloon and the New Territories. Deliveries to the Peak, Stanley, Sai Kung, Shek O and Tung Chung are available as paid service with additional charges. There is no delivery service for Islands, Lantau, Chek Lap Kok, Ma Wan and Discovery bay.

 

Do you deliver to walk-up buildings or village houses?

Yes, in case there is no elevator in the building, there will be an additional HK$150 charge. The extra cost should be paid in cash directly to the driver upon delivery.

 

If I opt for “Delivery Service”, how do I collect the order?

Please present valid QR code or printed confirmation email to our delivery staff. Please also sign on the receipt for confirmation.

 

Can I authorize someone else to collect the order?

You may collect the order in person or authorize a third party along with the confirmation email. However, since the QR code is only valid for single use, please make sure the confirmation email is properly stored.

 

Once I’ve completed placing an order, can I change the pick-up/delivery date?

Once an order is confirmed and accepted, there will be no changes to the pick-up or delivery date. In the case of severe typhoon or rainstorm, please contact the designated store within 36 hours from your original pick-up/ delivery date to make changes. Please note that the new pick-up/ delivery date will be on or before the final day of promotion. Maxim's Caterers Limited reserves the absolute right to decide whether or not to accept the changes.

 

Can I change the delivery address after placing an order?

Once an order is confirmed and accepted, there will be no changes to the delivery address.

 

I realized that I have filled in the wrong delivery address after completing an order. How can I change it?

Please call our hotline at 2101 1293 and provide the order number to change the address.

 

I am unable to collect my order on the designated day, can I cancel the order or request for refund?

Uncollected orders will be considered void. There will be no refund for such orders.
03 Payment methods

What are the payment options?

We accept both MasterCard and Visa.

 

I tried paying with my credit card, but the payment was unsuccessful?

In certain isolated cases, the order might not have been completed due to busy signal or suspension of service etc. Customers are encouraged to try again later. If the problem persists, please contact your bank.

 

How can I enjoy the special discounts offered by certain credit cards?

You will need a specific credit card issued by a designated bank to enjoy the discount offers. Please refer to the detailed instructions on our website about special discounts or individual banks’ offer. Please note the issuing bank might differ according to individual credit card’s promotional campaigns, so please choose only one promotion for payment. If you wish to enjoy multiple discounts, we suggest you do that with multiple orders.

04 Security

Is my online payment secure?

Please rest assured that all our customers’ information will remain confidential. Our website is double encrypted for enhanced security. Also, your credit card information will be guaranteed by the online banking websites.

 

Are my personal information and security codes stored in your order system?
Please rest assured that your personal information and credit card information will not be stored in our system, except certain contact details related to your orders.

What is VISA verification code / Master Card secure Code? If I didn’t sign up for this service, can I still place an order?

Visa and MasterCard verification are real-time security measures to ensure the security of your online transactions. Such measures use the preset PIN entered by the card holder to protect his or her online transactions. Depending on the requirements by your bank, certain banks do require VISA verification or MasterCard Secure Code to confirm your identity before the transaction is approved. Please apply with your bank if necessary.

How to activate my credit cards’ VISA verification code or MasterCard SecureCode?
Please contact your bank for such enquiries.

05 Technical support

What kind of browsers does your website support?

You may browse our website on desktops, tablets or mobile phones.

 

Supported browsers:

Internet Explorer version 11 or above

Chrome

Firefox

Safari