FAQ

Frequently Asked Questions (FAQs)

HiKi Food

What is the HiKi Food?

Hiki Food is a marketplace where buyers and sellers meet mainly focus on Asian Food. On our platform you can find literally hundreds of products offered by us and other sellers.

Where is the Hiki Food ‘s Warehouse located?

The Hiki Food ‘s warehouse is located in Aalsmeer , The Netherlands

FINDING PRODUCTS

I ordered a product in your webshop before, but I can no longer find it. How come?

This may have different causes:

• The product is temporarily taken offline, because it is temporarily sold out.
• The name of the product has been adjusted slightly. Try finding it in a different language (for instance English or Dutch).
• The product is no longer part of our (online) collection.

Please contact our customer service. Perhaps we can place it online again or help you find the product.

SHIPPING

Can you ship outside of the Netherlands?

No, we only delivery within the Netherlands

When will I receive my order and how much is the delivery fee?

If you order on working days before 1 pm, you will receive your order the next day. It may take longer if the product is out of stock or if your order needs to be shipped to during busy period by Post NL.

If your order remains below 50 euro, the delivery fee is 6 euro. If your order exceeds 50 euro, the delivery is free of charge. The delivery fee and schedule are different for frozen food (see below).

FROZEN FOOD DELIVERY (TO ADDRESSES IN THE NETHERLANDS ONLY)

How can I order frozen food ?

Please note: the Hiki Food delivers frozen food to addresses in the Netherlands not further than 50 km from Hiki’ s warehouse only. Add at least 50euro worth of total order in your shopping cart. Frozen food is marked with a blue frozen food icon in the upper left corner of the product photo.

How come I cannot finish my frozen food order?

This may have different reasons:

• The Hiki Webshop delivers frozen food to addresses in the Netherlands not further than 50 km from Hiki’ s warehouse only, so we can ensure the quality of these products is maintained.
• You can only finish your frozen food order, once you have spent at least 50 euro of your total order.

Still encountering problems? Please contact us. We are happy to help you out.

When will I receive my frozen food order?

Frozen food is delivered once a week, on thursday evening. For these orders, we collaborate with the Dedicated Foodservice of PostNL, an external carrier. If you order on Monday before 12 pm, you will receive your order the following Thursday evening. Have you added regular products, next to frozen food? These products will be delivered simultaneously on Thursday evening. If you want to receive your regular products earlier, please split up your order into two orders: one order with frozen food  and one with the regular products.

How much is the delivery fee?

Frozen food require a special type of delivery to ensure the quality is maintained. For this special delivery service, 7.95 euro is charged, regardless of the size of your (frozen food) order.

PROBLEMS WITH YOUR ORDER

What happens when a product turns out to be sold out?

In that case, we will contact you as soon as possible, via phone or email. You can then let us know which solution you prefer: 1) you can pick a similar/alternative product with a similar price, 2) we can ship your order once the product is back in stock, or 3) we reimburse you.

Why haven’t I received my order yet?

This may have different reasons:

• Perhaps you entered a wrong address?
• The external carrier may have been delayed in delivering your order.
• Frozen food is delivered once a week, on Thursday evening. Have you added frozen food to your shopping cart, next to your regular products? These regular products will be delivered simultaneously on Thursday evening.

Please contact us. Then we can research what caused the delay.

One of my products got damaged during the delivery process.

Please email clear photos displaying the damage to [email protected]. Then we can find a suitable solution together.

I received the wrong product.

It is possible that the product has a new packaging and that our product photo has not been updated yet. However, if it really is not the product you ordered, please contact our customer service. Then we can find a suitable solution together.

A product is missing in my order.

Please contact our customer service, then we can find a suitable solution together.

RETURNS

Can I return products?

Please check our After Sales Service

CONTACT AND CUSTOMER SERVICE

Why haven’t I received an email confirming my order?

Confirmation emails are always sent automatically. Your confirmation email may have ended up in your spam box. If you cannot find it there either, please contact our customer service. Then we can research what went wrong.

Where can I file a complaint?

Please contact our customer service directly, then we can handle your complaint as soon as possible. This is the fastest way to resolve the issue and to offer you a suitable solution.

What is your email address?

Our email address is [email protected]

When will I receive a reply on my email?

Our team works hard to answer all of your questions. We strive to answer your email within 3 working days.

What is your phone number?

• Dutch phone lines: +31 (0) 644997505. Available from Monday to Friday, from 9 am to 6 pm.

I don’t want to receive requests to review you on KiyOh.

A request to review us on KiyOh is sent automatically after every order, so we can continuously improve your shopping experience. However, if you no longer wish to receive a request for a KiyOh review, you can unsubscribe from this mailing list via the KiyOh email. Scroll all the way down the KiyOh email and unsubscribe. If you are encountering problems in unsubscribing for KiyOh requests, please contact our customer service.

NEWSLETTERS

How can I stay up to date?

Please subscribe for our email newsletter. Scroll all the way down on our website. Fill in your email address in the email field. Then you receive an email from us every week, with great deals, delicious recipes and blogs. You can easily unsubscribe as well. If you are encountering problems in unsubscribing, please contact our customer service.