FAQ – Frequently Asked Questions | Hello Asia

Find answers here to the most frequently asked questions about orders, delivery, fresh products, payments, and how Hello Asia works.

Can I modify my order after payment?

Yes, in some cases. Please contact us as soon as possible after placing your order. If the order has not yet been prepared or shipped, we will do our best to make the requested changes.

Can I add products to an order that has already been placed?

Yes, this is sometimes possible before shipment. Please contact us quickly with your order number and the products you would like to add.

Can I cancel my order?

As long as the order has not yet been prepared or shipped, cancellation may be possible. Please contact us as soon as possible.

I have not received a confirmation email

Please check your spam or junk mail folder. If you still cannot find it after a few minutes, please contact us directly.

Which carrier do you use?

We mainly work with Planzer for deliveries within Switzerland.

What are the delivery times?

Most orders are delivered quickly within Switzerland, generally within 24 to 48 business hours after shipment.

Is delivery free?

Yes, delivery is free for orders over CHF 89.

What happens if I am not home at the time of delivery?

Depending on the delivery instructions and options selected, the parcel may be left at your door, in your mailbox, or redelivered later by the carrier.

The parcel tracking is not working yet

The tracking number may take several hours to become active after the parcel has been prepared.

Can I change my address after placing an order?

In some cases, we can modify the address before shipment. Please contact us as soon as possible.

What happens if my parcel is returned to you because of an incorrect address?

Please check your delivery address carefully before confirming your order. If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, we can refund the order. However, CHF 15 will be deducted to cover part of the shipping, packaging, and handling costs.

How do you ship fresh or frozen products?

Fresh and frozen products are carefully packed using suitable packaging to maintain freshness during transport.

Will the products still arrive frozen?

We cannot guarantee that the products will remain completely frozen throughout transport. However, they generally remain cold and can be safely consumed in the following days.

On which days do you ship fresh products?

Fresh and frozen products are generally shipped from Tuesday to Thursday to avoid delays over the weekend.

Do you offer gluten-free products?

Yes, we also offer a selection of gluten-free products.

Why is the product I received slightly different from the photo?

Asian manufacturers sometimes change packaging or certain recipes without prior notice. Therefore, the product may differ slightly from the image shown.

Are the ingredients translated?

We do our best to provide translations and clear product information whenever possible.

Why are some labels not in French?

All products sold on our website comply with Swiss regulations. Important information such as ingredients and allergens is available in French, German, or Italian depending on the product.

How do expiration and best-before dates work?

Some dates displayed correspond to a best-before date rather than a strict expiration date. We always do our best to keep batch and date information up to date on our website. However, there may occasionally be a slight difference between the date shown online and the date on the product received, depending on stock arrivals and inventory updates.

Can I pick up my order in-store?

Yes, in-store pickup is available free of charge.

When will my order be ready?

You will receive a confirmation email as soon as your order is ready for collection.

Where is your store located?

Route de Gruyères 1
1608 Oron-le-Châtel
Suisse

Which payment methods do you accept?

We accept TWINT, bank cards, Shopify Payments, PostFinance, and Klarna.

Can I pay later?

Yes, we also offer deferred payment through Klarna, allowing you to pay up to 30 days after your order, depending on the options available at checkout.

My promo code is not working

Some promotional codes are valid only for a limited period or are subject to specific conditions.

Can I use multiple promo codes?

In general, only one promotional code can be used per order.

How quickly do you respond to emails?

We do our best to respond quickly, usually within 1 to 2 business days.

Which languages do you speak?

We can assist you in French, English, and in certain situations, German as well.

How can I contact you?

You can contact us directly via our contact form, by email, or through our social media channels.