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How We Work


Frequently asked questions

Jou Sun is different than other online grocery services because multiple vendors and drivers may be involved in a single order. Also, to help operate Jou Sun platform, including customer services and credit card processing. The concierge fee is used to pay all units to help ensure that they are compensated fairly and competitively.

When you shop on Jou Sun, you are buying directly from approved Merchants on our platform. Product pricing, inventory, description and even packaging is determined by individual merchants. If you have any questions, feel free to contact Jou Sun via email or web-chat service, and we will direct your questions to the merchants for follow up.

No worries, we are happy to help. Please email us the item’s full name, weight and quantity via ask@jousun.com or our web-chat service during office hours (09:00 am - 06:00 pm). Please note that payment for these additional products needs to be completed before the cut-off time. For more information on cut off times, please visit here.

More environmental friendly! Green delivery is done on existing delivery routes by existing SF cold chain vehicles. This means we do not need to operate additional vehicles to fulfil these orders.

Account & Referrals

Invite friends to join Jou Sun and earn stamps. You can earn up to $90 credits for every friend who signs up or places an order. Every 3 stamps you’ve collected and they will automatically become referral credits. Then you are free to apply them in the checkout page. To learn more, check out here.

Enter your email address on our Reset Password page and you’ll receive an email to reset your password.

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

Shopping Assistance

When you shop on Jou Sun, you are buying directly from approved Merchants on our platform. Product pricing, inventory, description and even packaging are determined by individual merchants. If you have any questions, feel free to contact Jou Sun via email or web-chat service, and we will direct your questions to the merchants for follow up.

Jou Sun is designed for on-the-go customers who shop on multiple devices, so any item you add to your shopping is automatically saved as long as you are logged into your profile. To pull up your shopping cart from another device, simply “log in” before resuming shopping.

Signature delivery: The cut-off time for next day delivery is 08:00 pm.

Green delivery: The cut-off time for the day after tomorrow delivery is 08:00 pm.

We can do that for you! Before checking out, there will be a “Is this a gift?” section. You can enter the address of the recipient and leave your blessings. Rest assured that the receipt will not be included in the delivery.

Jou Sun works hard to limit out-of-stock situations as much as possible, but shipment delays and shift in harvest seasons contribute to stock level fluctuations. In the occasion where Jou Sun receives an out-of-stock notification for merchandise that customers have ordered, we will send you an email detailing the out of stock items and fully refund the purchase price to you as soon as possible, and within 2 business days. The rest of your order will still be delivered on time according to their your originally chosen schedule.

Payment & Refund

We can accept the following cards online:

After you have completed your shopping, you can click the button “shopping cart” at the top right-hand corner to proceed to the payment section. Select the “delivery method”. Select “attended” or “doorstep”. Enter your address. Then, please select the delivery date and time slot. If you need any special requirements or blessing words, please select the suitable option at the bottom of the payment page. After confirming the order, you will receive a confirmation email from us. We will start preparing your order!

Your credit card information is secured by Stripe - a technology company that builds economic infrastructure for the internet. All card numbers are encrypted on disk with AES-256 and stored on separate machines. To learn more about Stripe, please check out here.

Please enter the coupon code at the "Coupon" box in your Shopping Cart or during Checkout. If you are not able to use the coupon, it may be due to several reasons; Your coupon code was used at the same address or it has expired. If you have any questions, please email us at ask@jousun.com or contact us on web-chat service.

There may be several reasons why the promo code doesn't work:

  1. The promo code has been used by the same account.
  2. The promo code has been expired.

If you need help, please contact us at ask@jousun.com or through web-chat service within office hours.

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, double check that you've spelt your email address correctly. Or, go check the junk mail box. If you've checked and you're still unsure, send us an email via ask@jousun.com within office hours.

No worries, we are happy to help. Please email us the item’s full name, weight and quantity via ask@jousun.com or our web-chat service during office hours (09:00 am - 06:00 pm). Please note that payment for these additional products needs to be completed before the cut-off time. For more information on cut off times, please visit here.

If you need to change or cancel your order, please contact us at ask@jousun.com or web-chat service as soon as possible. We allow cancellations as long as merchants have not processed your order, and will refund your order payment minus a 5% handling charge.

If any items that you have ordered is out-of-stock, we will email you with a notification that will give you two refund options (“Jou Sun credit” or original form of payment). If we do not hear from you by the next morning, we will automatically refund you via your original form of payment. Refunds typically take between 3 to 5 business days to process, depending on your bank or credit card company. If you don't see the refund reflect within that time frame, please contact your financial institution directly regarding their policies on refunds as in some cases, it may take up to 2-3 weeks.

About Delivery

Jou Sun is different than other online grocery services because multiple vendors and drivers may be involved in a single order. Also, to help operate Jou Sun platform, including customer services and credit card processing. The concierge fee is used to pay all units to help ensure that they are compensated fairly and competitively.

More environmental friendly! Green delivery is done on existing delivery routes by existing SF cold chain vehicles. This means we do not need to operate additional vehicles to fulfil these orders.

Signature delivery: Contact us through email at ask@jousun.com or web-chat for assistance within our office hours. (Monday to Friday 09:00 am to 6:30 pm, excluding public holidays).

Green delivery: Besides contact us for assistance, you are able to trace your order using SF portal system HERE or contact SF customer support hotline at 25412542.

Signature delivery: Your Jou Sun order is placed directly to food producers. Every morning, farmers and importers freshly harvest and prepare your order for delivery that afternoon.

Green delivery: Your Jou Sun order is placed directly to food producers. Every morning, farmers and importers freshly harvest and prepare your order for delivery tomorrow. Your order will be stored overnight in SF’s strictly monitored temperature controlled warehouse and delivered on the next day.

Delivery charges are HKD 60.

Standard Delivery: Purchase over HKD 400 for free delivery.

Green Delivery: Purchase over HKD 200 for free delivery.

You can specify your special requirements at the last step of the Checkout page. Under “Special Attended Delivery Arrangement(s)”, please select the corresponding option(s).

To leave detailed instructions about how to access your address or the name of your doorman whom we should leave your delivery with:

  1. Go to jousun.com and make sure that you are logged in
  2. At the top right of the page, click Profile
  3. Click Address
  4. Find the address you want to add instructions to and click Edit
  5. Enter your notes in the Delivery Instructions box and click Confirm

Signature delivery: Our doorstep delivery is specially designed for you! Choose this delivery option to authorize us to leave your order with a doorman or front desk person or even at your front door. If you selected the “attended” delivery type, please notify the doorman of your mansion to ensure that we can deliver the order at your door.


Green delivery: SF’s driver will try their best to deliver within your chosen timeslot. Otherwise, they may contact you to arrange for a delivery time that suits your schedule. If you are not at home to receive the order, and the driver cannot contact you, your groceries will be returned to SF’s temperature controlled warehouse for overnight storage. To schedule redelivery, please contact us within 24hrs of your missed delivery time slot and settle an HKD80 handling charge.

We are happy to help! Please contact our staff via email ask@jousun.com or web-chat within our office hours. You can modify the delivery date and time before the delivery date. While we work closely with the drivers to accommodate customer needs within delivery windows, we can not guarantee a successful modification as the drivers are unable to satisfy more specific requests as they usually run on a tight delivery schedule

Join Us

Our merchandising team is always on the lookout for new collaboration opportunities with farmers, food producers and importers with exciting products. If you or a merchant you know wants to open a shop on Jou Sun, just fill out this form. We look forward to hearing from you!

After Receiving the Product

When you receive your order, please check the contents immediately and let us know of any problems. If there are damages with your grocery, please take a picture and send it to us at ask@jousun.com or contact us via web-chat service. With missing items, please let us know the day you receive your order.

* The earlier you let us know, the faster and easier we can identify the problem and communicate with the responsible parties.

* We can only refund orders that have been disputed on the day of delivery.

Some of our vendors sell items by weight (usually vegetables and meats) and sets the item price according to their average weight. If the final selling weight differs more than 10% from the listed weight (plus or minus), vendors are required to notify Jou Sun so that we can contact customers to process the appropriate refund or additional charges.