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Frequently Asked Questions

What do you sell?

All of the baby formula we sell is original, new, never opened and found in the original manufacturer´s packing with all accessories supplied by the manufacturer.  We only pick formula from the latest production and with the longest possible expiry date.

How long can I store prepared baby formula, and where should it be stored?

Once prepared and refrigerated, formula should be used within 24 hours. Refer to the product label for storage.

What is your delivery time?

We estimate a delivery time within 48 and 72 hours and this is based on our latest shipments to Hong Kong and not a guaranteed delivery time.  Please note there might be delays caused by your country´s customs. We have absolutely no influence on your local authorities so please make sure to check any possible delays before you order.

How do you ship and can I track my order?

We ship all our products direct from Ireland using FedEx courier delivery service which means your purchase is a fully insured, traceable shipment by air. 

Once your order is shipped, you will get the FedEx tracking number by email (within 2 work days after the shipment). Using this number you can track your shipment on the FedEx website and check where your parcel is. There should also be a link to your local post website for tracking after the parcel arrived in Hong Kong.

If there are delays, these are usually caused by an issue at your local post and/or customs , in some cases, they can delay the delivery to you. 

Do you offer an express delivery service?

If you need a delivery within 2 working days, we can organise this for you. Please contact us for the costs.  For express deliveries we can give you a guaranteed time of arrival.

Why does my baby formula packaging look different compared to what I saw on your website?

We always offer the freshest products so occasionally we may use older pictures on our website or have not yet had time to update our images. If you have any specific question about differences, please contact us directly.

Taxes, fees, import duties, customs and import regulations

When ordering from outside the EU, please make sure that you are able to meet all the requirements for importing the product you have ordered. For some countries there will be additional taxes and/or import duties/fees charged by your local authorities.

Please check the regulations and charges in your country before ordering. We can not take any responsibility for your local regulations and also can not help in case the shipment is stopped or returned for that reasons.

My purchase has been delayed / damaged / not received 

All our shipments are fully insured. So please contact us in case you have not received you delivery in time and we will contact the delivery company for details. In case your shipment is lost, we will get a substitute delivery or refund the full amount.

In the case of your purchase getting damaged during the delivery, please make sure you get a confirmation from the delivery company that you have received a broken shipment and then contact us directly.

Can I return my purchase for a refund?

Due to health & hygiene reasons, returns of baby formula products are not possible.

If you have any other question or problem, please contact us anytime.

© 2017 Emerald Green Baby
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