「I. Purchase Online」

​

1. How do I place an order on the Brother 3 Cookies Hong Kong Company Limited's official website?

Ordering your favorite Hong Kong cookies is just a few simple steps:

​

1.1 Browse our products and Add to Cart.

1.2 Enter your delivery details and preferred shipping method.

1.3 Select your payment method.

1.4 Review and Confirm Payment.

Your order is now ready!

​

2. Can I modify my order or shipping address after placing it?
You may contact our customer service team to update your details before the order has been dispatched. Once the parcel left our facility, we are unable to make changes. Please double-check your status in the "My Orders" section.

​

3. When will my order be shipped?
Standard orders are typically processed and shipped within 3 operation days. During peak holiday seasons (such as Lunar New Year or Mid-Autumn Festival), shipping may take longer. You will receive a notification from our team regarding the actual delivery schedule.

 

4. What payment methods do you accept?
We offer multiple secure payment options, including Credit Cards (Visa/Mastercard), FPS (Faster Payment System), PayMe, and Bank Transfer. All available options will be displayed on the checkout page.

 

5. Will I receive a confirmation after a successful purchase?
Yes. Upon successful payment, our system automatically sends an order confirmation via email or massage. This includes your order number, itemized list, and total amount for your records.

 

6. How can I track my order status?
You can track your progress by logging into the "My Orders" page on our website. Alternatively, you can contact our customer service team with your Order Number for real-time tracking and logistics updates.

 

7. Can I cancel my order?
Orders that have not yet been shipped can be cancelled by contacting customer service. If the order is already in transit, you will need to follow our Return and Exchange Policy after receiving the items.

​

「II. Purchasing Channels」

​

1. Where else can I buy Brother 3 Cookies / Hong Kong Cookies besides the official website?

In addition to our official store, you can purchase our products via:

Direct Message: Reach out to us on social media or our online chat.

Retail Stores: Visit us at our physical locations.

Third-Party Platforms: Order through our authorized partner platforms.
Contact us for a full list of authorized retail points.

​

「III. Product Information」

1. What types of products do you offer?
Brother 3 Cookies specializes in a wide variety of treats, including:

Signature Hong Kong Cookies/ Stuffed Egg Rolls Sandwich/ Nostalgic Biscuits & Snacks/ Healthy Dried Fruits / Candies

Specialty Series: We offer Halal-friendly, Vegan, and Healthy Nutrition options, as well as seasonal limited-edition gift sets.

 

2. How should I store the products?
To maintain peak freshness and flavor, store your cookies in a cool, dry place away from direct sunlight and humidity. Once opened, we recommend consuming them as soon as possible and resealing the packaging tightly.

 

「IV. Gift Customization」

1. Do you provide custom gift box services?
Yes! We offer professional bespoke gift customization for various occasions, including:

Corporate Gifting & Business Souvenirs & B2B

Wedding Ceremony (Gifts)

Festival Gift Boxes

Private Events & Anniversaries
You can customize both the product selection and the packaging style to suit your brand or theme.

 

「V. Group Buy & Wholesale」

1. Do you offer wholesale or bulk ordering?
We welcome partnerships with corporates, cafés, restaurants, souvenir shops, and distributors. We provide tailored wholesale and group-buy solutions based on your order volume and lead time requirements.

​

「VI. Shipping & Delivery」

1. Where do you deliver?
We provide reliable delivery services across Hong Kong.

We also support international/cross-border shipping (please consult our customer service team for specific locations). We use reinforced packaging to ensure your products arrive fresh and intact.

​

2. Do international shipping fees include taxes/duties?
No. Our product prices and shipping quotes do not include import taxes or customs duties. Customers are responsible for any local taxes or additional fees required by their country’s customs. Shipping costs vary by region and will be calculated based on the logistics provider's rates.

 

「VII. Collaborations & Contact」

1. Are you open to brand collaborations or event partnerships?
Absolutely! We love working with creative brands and event planners for limited-edition crossovers and cultural promotions. We are passionate about sharing the taste of Hong Kong to the world.

​

2. How do I contact customer service?
You can reach the Brother 3 Cookies team through the following channels:

Phone/WhatsApp: +852 9149 3929

Email: Brother3official@gmail.com

Instagram: @brother3cookies

Facebook: Brother 3 Cookies Hong Kong Company Limited

 

We aim to respond to all inquiries as soon as possible!