Enquiry, Order and Confirmation

Pre-order and Pickup Orders shall be received via this website. All instant food delivery orders shall be entertained by our delivery partners as illustrated in the ordering section of our website.

 

Pre-orders should be made at least 1 day before the date of delivery and minimum orders should be HK$500 excluding any service/delivery charges.

 

Outlet Pick up has no minimum order; however, the outlet pick up orders shall be placed at least an hour before the intended pick up time.

           

Please note that all of our product and flavours are unique and meticulously hand-made by our chef, therefore we would produce in small quantities in order to maintain the finest quality, as always. Once your order has been placed, we do NOT accept cancellations in any circumstances. Each request for product is subject to approval by Flaming Frango. We reserve all rights to reject a request for product due to insufficient stock, incomplete customer information, or for any other lawful reason.

Confirmation

Once your order has been placed online, Flaming Frango will confirm your delivery order by email. Flaming Frango shall not be responsible for any delayed or undelivered emails due to the submission of incorrect email addresses by customers, or due to issues that are out of Flaming Frango's control such as problems caused by Internet, email service providers, etc.

Amendment or Cancelation

Once your order has been placed, we do NOT accept cancellations in any circumstances. However, any requests for cancellation must be informed in written email or telephone given the delivery date is not less than 48 hours from the receipt of such requests. We reserve the final right to accept the changes and subject to availability and if the order has not yet been prepared. Please be noted that the paid deposit is non-refundable or non-transferable in any circumstances.

 

Availability of Products

While all of the products that are generally displayed on our website, there is a likelihood that some products may be out of stock or unavailable as our products are unique and freshly hand crafted by our chef, therefore, available only in small quantities.

 

Flaming Frango reserves the right in the event of the unavailability of an item(s) to substitute an item(s) of equal or greater value with the consent of the customer. There is a possibility that the presentation of the gift items may be modified to insure proper delivery and handling.

 

Food Allergy

Flaming Frango endeavours to maintain stringent service practices and depute out strict controls, we are unable to guarantee the absence which may cause allergic reactions, including eggs, gluten, soybeans, milk, nuts (or nut-based ingredients), peanut, etc in our products.

Seasonal Availability

In case of supplies difficulties, Flaming Frango reserves the right to change or cancel the order due to the scarcity of some or all ingredients required for the preparation of such food.

Equipment Rental

 All hired equipment and serving equipment such as cutlery, serving stand, afternoon tea set and so on must be returned by a specified date or a penalty charge of HK$500 per day will be applied.

Comments, Suggestion and Complaint Handling

Flaming Frango strives the excellent food and service to our customer, your valuable opinion is important to us for continuous improvement. Should you have any comments, suggestions, criticism or complaint, please do not hesitate to contact our staff during office working time or by email. 

 

Customers receiving the products from us or our delivery partners should inspect it upon receipt to make sure it is consistent with the order and that there are no obvious flaws.

 

All claims must be made within 1 hour after the delivery. Claims received by Flaming Frango after longer delays may not be accepted. All claims must be motivated and accompanied by a written explanation of the problem together with picture, contact information and original receipt as well as the damages occasioned thereby.

 

After conducting an in-depth investigation, Flaming Frango will reply the customer within 24 hours and at its own discretion will determine the appropriate remedy, including a refund of payment or a reshipment of product (if any).

 

On the other side, whereas Flaming Frango accepts a return in the case of an obvious flaw or the nonconformity of the products delivered with an order, Flaming Frango will allow the free replacement of the food or the return of the amount paid by the consumer. By accepting such, the consumer and any other party involved therewith (including the purchaser, where the consumer has received the Flaming Frango product as a gift), agrees to waive any additional claims it may have, including for interest and other payments.

Force Majeure

Flaming Frango shall not be liable for any delay or failure in its performance caused by or resulting from acts of God, fire, flood, accident, embargoes, revolution, riot, war, government intervention, strikes, labour difficulties, equipment failures, or any other causes beyond the control of company.

Guarantee of Quality and Presentation

All visual and picture are for reference only. Flaming Frango do not guarantee to match the exact colour and presentation as same as displayed in the picture on our website.

 

In case of disputes, the decision of Flaming Frango shall be final and binding. Flaming Frango may revise these terms and conditions at any time without prior notice.