Frequently Asked Questions

To add a complimentary personalised message for a cake, simply enter your desired message in the CUSTOM MESSAGE area on the product page.

To add a complimentary personalised message for a pastry, select 'Yes' in the CUSTOM MESSAGE option and enter your desired message in the designated field on the product page.

Please note that messages are limited to 30 English characters or 8 Chinese characters.

Discover our wide selection of products by browsing through the different categories located in the menu. On your desired product page, click ADD TO BAG button.

Review the items in your shopping bag by clicking the SHOPPING BAG icon at the top of the page.

Select your preferred delivery method, date and time. Click the CHECKOUT button to make payment and complete your order.

Once placed, you will receive a copy of your order confirmation by email.

No, you can shop with Rosewood Hong Kong Online Shop without creating an account.

We accept the following payment methods.

Credit Cards: Visa, MasterCard, American Express, UnionPay and Diners Club.

Pay Wallet: WeChat Pay, AliPay, AliPay HK, PayMe, Discover.

Once your payment has been successfully completed, you will be directed to the Order Confirmation page. A copy of your order will also be sent to your email address.

Currently, we only deliver within Hong Kong SAR (excluding Outlying Islands, Lantau Island and remote areas).

We offer free delivery for orders of HKD2,500 or above.

For orders below HKD2,500, please see our Delivery & Collection Terms.

Should your requested delivery address fall outside the deliverable area of our logistics partner, our customer service team will contact you to make alternate arrangements and/or issue a refund.

Deliveries will be suspended if Typhoon Signal No.8 or above is hoisted or a Red / Black Rainstorm Warning is in effect.

In this event, we will contact you by phone or email to offer Hotel Collection (if you wish to maintain the same date) or an alternative delivery date.

Deliveries continue as normal at all other times.

Please observe announcements on our website in the event of road closures and contact our customer service team at hongkong.onlineshop@rosewoodhotels.com or +852 3891 8818.

To add convenience and flexibility to your shopping experience, you can place an order online and collect it from Rosewood Hong Kong ('Click-And-Collect').

Order collections are available at Butterfly Patisserie located on Level 2 of Rosewood Hong Kong, adjacent to the Hotel Lobby. 

Hotel Collection is available from 12 noon to 7 pm, every day. You may select your desired collection date during checkout.

Please present your order confirmation at the time of collection. 

For any order of HK$2,500 or above, please also present the credit card used when placing the order.

For more information on order collection, please visit Delivery & Collection.

Depending on the status of your order, it may be possible to make changes to the item or select an alternative delivery method, collection date or time.

Please note, we’re unable to combine or add an item to an existing order.

FOR CAKES, PASTRIES & FRESHLY PRODUCED PRODUCTS
Please be advised that changes can only be made until 2pm on the day prior to delivery or collection. Changes cannot be made on the day of delivery or collection.

If you need to make any amendments to your purchase, please contact us by email as soon as possible and we will do our utmost to accommodate.

Orders cannot be returned or refunded once payment is confirmed.

Depending on the status of your order, it may be possible to make changes to the item or select an alternative delivery method, collection date or time.

If, for any reason, your order is damaged or defective upon receipt, our team is available to assist you. Please contact us by email hongkong.onlineshop@rosewoodhotels.com or phone +852 3891 8818.

We handle our products with the utmost quality and care to ensure that they are delivered in the best condition.

We hope that you will be delighted with your order. If, for any reason, your order is damaged or defective upon receipt, our team is available to assist you.

Please contact us by email hongkong.onlineshop@rosewoodhotels.com or phone +852 3891 8818 providing your order number and details of the issue to help us investigate and resolve your enquiry in an expedited manner.

Our Gift Cards can be used at any participating properties worldwide managed by Rosewood Hotels & Resorts at the time of redemption to pay for charges including accommodations, dining, spa services and any incidental charges directly charged by the property.

In some cases, certain services or facilities may be available only to registered guests of the hotel or resort.

For Gift Cards related to stays, dining, spa treatments and other experiences available only at Rosewood Hong Kong specifically, these Gift Cards can only be used at Rosewood Hong Kong.

Should there be any doubt, we recommend advising the staff member at the time of booking that a gift card will be applied.

Gift Cards must be presented at time of check in and/or prior to purchases or services rendered.

Advance reservation is required and is subject to availability.

Upon reservation, please indicate the number of the Gift Card.

In case of dispute, Rosewood Hotels & Resorts and its participating properties reserve the right of final decision.

Gift Card registration is required for replacement if lost or stolen.

You may check your Gift Card balance here.

Or contact our customer service at hongkong.onlineshop@rosewoodhotels.com / +852 3891 8818.

If you have purchased a Gift Card for a dining, stay or spa experience at Rosewood Hong Kong, such as 2-Course Set Lunch for Two at Bayfare Social, Gift Card of Wellness etc., the Gift Card must be redeemed for the experience it was purchased for in its entirety.

Any stored value on the Gift Card cannot be used as credit for another experience, or as a payment method. The stored value of the Gift Card can not be partially redeemed or kept as balance. The Gift Card balance cannot be fully or partially redeemed in cash.

As our menus, room charges, fees, and other prices change from time to time, if a Gift Card is related to a specific dining, stay or spa experience at Rosewood Hong Kong, the Gift Card is valid for the entire value amount at the time when the Gift Card was purchased.

Any difference in value to the actual price at the time of the Gift Card's redemption shall be settled by credit card payment or alternate payment methods.

Any Gift Card balance cannot be used in conjunction with any other special offer or discount, refunded or redeemed for cash.

Advance reservation is required and is subject to availability.

Upon reservation, please indicate the number of the Gift Card.

Kindly retain the Gift Card for presentation upon redemption.

In case of dispute, Rosewood Hotels & Resorts and its participating properties reserve the right of final decision.

Rosewood Gift Cards do not expire.

Delivery fees apply to physical Gift Cards as follows.

Up to 50pcs of physical Gift Cards with an order value of HKD2,500 or above: No delivery fee

Up to 50pcs of physical Gift Cards with an order value of under HKD2,500: Delivery fee of HKD50

51pcs of physical Gift Cards or above: See details here

Bank charges may apply depending on your bank or credit card issuer.

Rosewood Gift Cards are not redeemable for cash, nor can any remaining balance be refunded in cash.

Gift Card balance cannot be used in conjunction with any other special offer or discount nor can it be refunded.

Charges that exceed the stored value of a Gift Card may be settled with cash or a major credit card accepted by the hotel/resort. If the Gift Card is redeemed for charges that are less than the value of the Gift Card, the balance will remain on the Gift Card.

Rosewood Gift Cards can carry a balance so any unused balance is stored for future use.

Our Gift Cards do not expire and the Gift Card balance remains valid until used.

Rosewood Hong Kong issues physical Gift Cards by default.

You may contact our customer service via email hongkong.onlineshop@rosewoodhotels.com or +852 3891 8818 to inquire about issuing e-Gift Cards.

An e-Gift Card can be used in the same way as a physical Gift Card. The e-Gift Card is sent to the recipient via email. We offer same day delivery of e-Gift Cards after the payment is verified by our Corporate Finance Department.

The recipient can print a copy of the e-Gift Card for redemption at any participating Rosewood Hotels & Resorts property.

To redeem an e-Gift Card, please provide the e-Gift Card number as a form of payment upon check-in or once services have been rendered. 

Please see the Terms & Conditions here.

You may contact our customer service via email hongkong.onlineshop@rosewoodhotels.com or +852 3891 8818 to inquire about a Gift Card bulk order.

For bulk orders, additional to credit card payment, we also offer payment via bank in transfer, e.g. cheque deposit.

Our Corporate Finance Department will require 7-10 working days to verify your bank-in payment after we have received your payment slip or transfer record.

Gift Cards will only be activated after payment is well received according to our Corporate Finance Department. We will finalize with you the exact date of delivery once our Corporate Finance Department has verified the payment.

The lead time is 7-10 business days to prepare your order after payment is received.

Yes, we offer bulk discounts for high volume Gift Card orders. For detailed information, please inquire with our customer service team via hongkong.onlineshop@rosewoodhotels.com or +852 3891 8818.