How We Work


FREQUENTLY ASKED QUESTIONS
At Jou Sun, you are shopping groceries from dozens of quality vendors all over Hong Kong, carefully curated for you by our merchandising team. Sometimes, you may find that the price of the same item purchased from different vendors may vary. Prices are determined by each Jou Sun partner, and Jou Sun does not have control over these price variations.
At Jou Sun, you can shop in three ways:
1) “Shop by Aisle” is a drop-down navigation menu that allows you to discover products by category, useful for browsing.
2) “Shop by Store” is a drop-down navigation menu that allows you to discover all the vendors that we partner with, from retailers to farmers to importers all over Hong Kong.
3) “Search Bar” is a function most helpful if you know what you are looking for. You can search by product name “apple” or related keywords “fruits”, “organic”.
Enter your email address on our Reset Password page and you’ll receive an email to reset your password.
Please go to Product Quality & Vendor for more information on packaging and Delivery section for more information on shipping.
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 a merchandise that customers have ordered, Jou Sun will handle this situation following your “Out of Stock Items Handling” instructions on the checkout page:
  • CALL TO CONFIRM: We will call or whatsapp you with the best alternative replacement options for you choose from. If we cannot reach you at the phone number you left us, or do not hear back from you before the processing deadline, we will process your order as a “Do No Replace” order.
  • DO NOT REPLACE: 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.
Jou Sun is different than other online grocery services because multiple packers, vendors and drivers may be involved in a single order. Some packers work in packing stations, for example, while others are involved in picking up products from vendors. The concierge fee is used to pay all our packers and help ensure that they are compensated fairly and competitively.
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 5% 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.
Our doorstep delivery is especially 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.
  1. Add groceries to your basket
  2. At the top right, click Cart
  3. Click Checkout
  4. In “Select Delivery Type” select Doorstep
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
Most of our vendors do not allow for returns, however, if you are not totally satisfied with our service or any of our vendors’ products, do contact us within 24hrs of receiving your order. Please include any relevant photos and we will put you with touch with the associated vendor.
Jou Sun is designed for on-the- go customers who shop on multiple devices, so any items you add to your shopping is automatically saved as long as you are logged into your profile. To resume your shopping from another device:
  1. Go to jousun.com and make sure that you are logged in
  2. At the top right of the page, click Login
  3. Click the Login tab
  4. Enter your login information, click Login
Your cart is now updated and you can resume shopping.
If you need to change or cancel your order, please contact us at ask@jousun.com or instant chat as soon as possible. As Jou Sun is a just-in-time platform and our vendors typically don't allow returns, we are unable to process returns after our shopping has commenced. However, if the respective vendors have not processed your orders yet, we will be able to refund your order 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 (gift 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 timeframe, please contact your financial institution directly regarding their policies on refunds as in some cases, it may take up to 2-3 weeks.

Customer support is available via email at ask@jousun.com or through instant chat from Monday to Friday 9am to 6:30pm, Saturdays 9:30am to 3pm. We endeavor to respond to all customer enquiries as soon as possible, and within 24 business hours.
Our merchandising team is always on the lookout for new collaboration opportunities with farmers, food producers and importers with exciting products. If you want to suggest that Jou Sun start working with a vendor or are a business owner who would like to work with us, email us at admin@jousun.com with details.
We are looking for highly motivated individuals to join our team and revolutionize how Hong Kong gets groceries. We offer a fun environment, flexible working hours and competitive pay. To apply for part- time positions, fill out this application form.  For full time positions, contact us at work@jousun.com.