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How We Work


HELP
Contact Us Speaking with us using the Instant Chat bubble below or email us at [email protected]

Frequently asked questions

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.

Contact us through email at [email protected] or web-chat for assistance within our office hours (Monday to Friday 09:00 am to 6:30 pm, excluding public holidays) and we will try our best to make things right.

If you can’t find the answer you are looking for, please contact us via email or through web-chat. Our working hours are Monday to Friday from 9:00 am to 6:30 pm (excluding public holidays). We endeavour to respond to all customer enquiries as soon as possible.

If there are problems with your groceries, please report the issues via Resolution Center.

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.

The cut-off time for next day 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.

Remember to check the recipient’s address before checking out.

Jou Sun works hard to limit out-of-stock situations as much as possible, but shipment delays and shifts in harvest seasons contribute to stock level fluctuations. On the occasion where Jou Sun receives an out-of-stock notification from merchandise that customers have ordered, we will send you an email detailing the out of stock items. We will refund you via your selected refund method (“Jou Sun credit” or original form of payment).

A cash refund to your original form of payment will be processed if we don’t hear from you within 24 hours after the out-of-stock notification is sent.

The rest of your order will still be delivered on time according to your originally chosen schedule.

Payment & Refund

We can accept the following online payment methods:

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. Enter your address. Then, please select the delivery date and time slot. If you need any special requirements or want to enter a gift message, 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.

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 [email protected] 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 [email protected] within office hours.

If you need to change or cancel your order, please contact us at [email protected] or web-chat service at least 2 business days before. 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 within 24 hours, 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

Contact us through email at [email protected] or web-chat for assistance within our office hours. (Monday to Friday 09:00 am to 6:30 pm, excluding public holidays).

Your Jou Sun order is placed directly to food producers. Farmers and importers freshly harvest and prepare your products once orders are confirmed. Then, our staff sort and pack your order in a temperature-controlled warehouse. When it’s ready, our delivery partner will deliver your order to you.

For more information, please visit here.

Purchase over HKD 500 for free delivery. $80 delivery fee for orders below $500. Minimum order of $100.

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

We are happy to help! Please email to [email protected] or web-chat at least 4 working days in advance. If the vendors have not yet started preparing your order, we can help to change the delivery date. Please note that since it is difficult for our vendors to fully maintain the inventory, the items might be out of stock due to unexpected falls in inventory after changing the delivery date.

Meanwhile, 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.

Please notify the doorman of your mansion to ensure that we can deliver the order at your door, or authorize us to leave your order with a doorman or front desk person.

If we are unable to access your doorstep and contact you personally, at the selected delivery appointment, we are afraid that we can only cancel your delivery. Redelivery can be scheduled at an additional fee of $80. Food quality and freshness are not guaranteed in redelivery.

If you entered an incorrect or incomplete delivery address during checkout, you can pay for redelivery to a new address, which will range from $60 - $200, depending on the distance from the address submitted. The fee goes directly to the driver and should be paid in cash upon delivery.

Otherwise, Jou Sun will arrange for the disposal of goods on the customer's behalf and no refund will be arranged.

For the safety of our drivers, all Jou Sun deliveries will be suspended during Typhoon Signal No.8 or above, Black Rainstorm Warning or road blockages. Our deliveries will resume as soon as road conditions are safe, and we will contact you to arrange a new delivery time.

No order cancellations or refunds can be made due to delays caused by weather or traffic conditions beyond our control.

Sure. For walk-up buildings and buildings without direct vehicle access, our delivery fee includes stair access up to 2 floors.

If your address requires additional stair climbing, you can either meet our driver on G/F to receive your goods; or pay HK$20 per additional floor. The fee goes directly to the driver, and should be paid in cash upon delivery.

After Receiving the Product

When you receive your order, please check the contents immediately and let us know if there is any problem. If there are problems with your groceries:

  1. Groceries damaged, please take a picture;
  2. Missing items;

please let us know the day you receive your order via Resolution Center. The earlier you let us know, the faster and easier we can identify the problem and communicate with the responsible parties and will get back to you via email as soon as possible.

* 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.

If you face this type of issue, please report on the day you receive your order via Resolution Center. We will get back to you via email as soon as possible.

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

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!