Terms of service
Full payment is required upon ordering to guarantee orders.
The order cannot be refunded nor replaced once payment is confirmed.
Customers who wish to raise a complaint relating to an order, including the delivery service or the products received, should notify our Online Shop Team in writing by email at hongkong.onlineshop@rosewoodhotels.com within 48 hours of receipt of the products. To facilitate the investigation and resolution of the complaint, customers should provide all relevant details and supporting evidence. Complaints submitted after this period may be more difficult to investigate and, to the fullest extent permitted by applicable law, we reserve the right to decline claims received after the 48-hour notification period.
An order cannot be refunded nor replaced if lost and will be invalid if found defaced or altered.
An order is not redeemable for cash or any other products or services.
Rosewood Hong Kong reserves the right to introduce promotions, whether announced or unannounced, at its sole discretion. The hotel may amend pricing, with or without prior notice, at its sole discretion. All promotional items are subject to availability and will be offered while stocks last on a first come, first served basis. The application of any discount to an order shall be determined exclusively by the hotel.
In the event of supply difficulties, we reserve the right to substitute goods, basket or packaging of equal quality and value.
All images of products are for reference only. Rosewood Hong Kong reserves the right to make changes, corrections, cancellation and/or improvements to the products at any time and from time to time without notice, including after confirmation of a transaction.
For self‑pickup orders, Rosewood Hong Kong, Butterfly Patisserie, Asaya and other outlets affiliated to Rosewood Hong Kong are not responsible for any loss, damage, or deterioration of the purchased product after it has been handed over to the customer by our staff.
Custom messages, including but not limited to messages on cakes, gift cards, printed message cards etc., shall not include explicit or suggested profanity, sexual or discriminatory content, political messages, defamatory content and comply with the rules and regulations of the Safeguarding National Security Ordinance of the Hong Kong Special Administrative Region. Rosewood Hong Kong reserves the right to reject any custom message request on its own discretion.
Rosewood Hong Kong reserves the exclusive right to interpret, clarify, amend and enforce all provisions contained within these Terms of Service. All determinations made by Rosewood Hong Kong shall be final and binding.
Rosewood Hong Kong further retains the absolute right, at its sole discretion and without an obligation to provide justification, to refuse service, cancel orders, restrict account access, or terminate any customer relationship. This right may be exercised at any time, including in circumstances where Rosewood Hong Kong deems such action necessary to protect its operations, services, customer relationships, reputation, regulatory compliance, or uphold the integrity of the sales platform.
Delivery
Delivery service can be arranged with an additional charge per location per order. Please refer to our Delivery & Collection policy for more details.
Delivery service is available for Hong Kong Island, Kowloon and the urban areas of New Territories. We currently do not provide delivery service to Outlying Islands and remote areas.
Delivery service is not available in the event of Typhoon 8 signal or above, Red Rain or Black Rain signals, as well as dates during the Chinese New Year, states of emergency or natural disasters.
Delivery fees are calculated at checkout based on basket value and shipping destination. Delivery fees are not included in the product price.
Please observe our announcement bar on our website for any ad hoc limitations for delivery or pick-up service.
To ensure the highest quality of our products and a safe delivery on time, Rosewood Hong Kong reserves the right to block certain dates and time slots for delivery without prior notice.
Should you wish to deliver your order to multiple locations or partially, please place your order separately.
We are unable to accept requests for deliveries at specific times due to courier availability, prevailing weather, traffic conditions, and seasonal demand.
Self-Pickup (Hotel Collection)
Self-pickup at Rosewood Hong Kong is available during the indicated dates and times during checkout at the time of order.
Please present your order confirmation during the selected period to redeem purchased item(s) at Rosewood Hong Kong. Unless otherwise specified, the pick-up counter is located at Butterfly Patisserie, 2/F.
Customers are required to pick up their order no later than 5 days past the requested pickup date for non-food items and within 24hrs of the requested pick up date for fresh food items. Otherwise orders will be considered forfeit. Fresh food items that have not been picked up after 24hrs of the requested pick up date will be discarded due to hygiene reasons.
Rosewood Hong Kong will prepare orders according to the details customer has input during their purchase. The order confirmation email will show the pick up date, time and location. No refunds will be entertained for no shows.
Please arrive at the time selected during purchase and present your order confirmation at the time of collection.
If you wish to change the pickup time, please reach out to our customer service via email hongkong.onlineshop@rosewoodhotels.com or +852 3891 8818.
Readiness of the ordered items at a time earlier than indicated in your original order or other than notified in writing by our customer service team cannot be guaranteed.
Please observe our announcement bar on our website for any ad hoc limitations for pick-up service.
For any order of HKD2,500 or above, if you choose to collect the order at Rosewood Hong Kong, please present the order confirmation and the credit card used for payment when the order is collected.
If you or the authorized person is unable to share the requested information during order collection, Rosewood Hong Kong reserves the right to collect the person’s information for security reason. For more details please see our Privacy Policy.
Once goods have been handed over by Rosewood Hong Kong staff to the customer, Rosewood Hong Kong is not liable for any damage or loss of the goods during further transport and handling by the customer.
Please refer to our Delivery & Collection policy for more details.
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Should you have any questions please contact our team at +852 3891 8818 or hongkong.onlineshop@rosewoodhotels.com.
Rosewood Hong Kong reserves the final right to interpret and change any terms and conditions mentioned above, with or without advance notice.