常見問題 FAQ｜Meat Town

第一次喺 Meat Town 落單，或者想了解送貨、保存、產品重量同訂單安排？以下整理咗最常見嘅問題。
New to Meat Town, or have questions about delivery, storage, product weights or your order? Here are answers to our most frequently asked questions.

落單及送貨｜Ordering & Delivery

1. 點樣喺 Meat Town 落單？｜How do I place an order?

你可以直接喺網站揀選產品，加入購物車後進入結帳頁完成付款及選擇可用嘅送貨安排。
Simply choose your products on our website, add them to your cart, then proceed to checkout to complete payment and select the available delivery option.

2. 運費幾多？買滿幾多免運費？｜How much is delivery and when is it free?

現時標準運費為 £10；訂單滿 £100 可享免費送貨。實際可用送貨安排會於結帳時顯示。詳情可參閱 Delivery｜送貨安排。
Our current standard delivery fee is £10, with free delivery on orders of £100 or more. Available delivery options are shown at checkout. See our Delivery page for full details.

3. 我可以揀送貨日期嗎？｜Can I choose my delivery date?

可以。如該日期仍有名額，結帳時會顯示可選嘅送貨日期。由於我哋會按實際出貨能力安排配送，可選日期可能會因應繁忙程度而調整。
Yes. Available delivery dates will be shown at checkout while slots remain available. Dates may change depending on our dispatch capacity and busy periods.

4. 點解某啲日期揀唔到？｜Why is a delivery date unavailable?

通常代表該日已滿額、暫停配送，或者未開放預約。建議以結帳頁面顯示嘅最新可選日期為準。
This usually means the date is fully booked, temporarily unavailable, or not yet open for booking. Please refer to the latest dates shown at checkout.

產品及保存｜Products & Storage

5. 網站圖片同實物會完全一樣嗎？｜Will the product look exactly like the photo?

肉類屬天然產品，每件嘅油花、形狀、顏色同大小都可能有少量差異。產品圖片主要作參考，我哋會按產品標示及規格準備訂單。
Meat is a natural product, so marbling, shape, colour and size can vary slightly from piece to piece. Product photos are for reference; we prepare orders according to the listed product specification.

6. 產品重量會唔會有少少差異？｜Can product weights vary slightly?

部分肉類需要按實際切割及天然形狀處理，因此實際重量可能有合理嘅輕微差異。請以個別產品頁面標示嘅重量或規格為準。
Some meat products are cut according to their natural shape, so a small reasonable weight variation can occur. Please refer to the weight or specification stated on each product page.

7. 收貨之後應該點保存？｜How should I store my order after delivery?

收到貨後請盡快按包裝標籤指示放入雪櫃或冰格保存，避免長時間放置於室溫。未打算短期食用嘅冷凍產品，建議保持冷凍狀態。你亦可以參閱 Cold Chain｜保冷包裝。
After delivery, place the products in the fridge or freezer as soon as possible according to the label instructions, and avoid leaving them at room temperature for extended periods. Keep frozen products frozen if you are not planning to use them soon. You can also read our Cold Chain guide.

8. 肉類應該點樣安全解凍？｜What is the best way to defrost meat safely?

建議預早放入雪櫃慢慢解凍，並保持包裝完整及避免長時間室溫解凍。解凍後請按照產品標籤及一般食物安全做法盡快食用。
We recommend thawing meat gradually in the refrigerator, keeping the packaging intact and avoiding prolonged thawing at room temperature. Once thawed, follow the product label and normal food-safety guidance and use it promptly.

訂單問題｜Order Support

9. 落單之後可唔可以改單或者取消？｜Can I change or cancel an order after placing it?

如果你需要修改或取消訂單，請盡快聯絡我哋。能否更改會視乎訂單係咪已經開始準備、切割、包裝或安排配送。詳情亦可參閱 Refund & Return Policy。
If you need to change or cancel an order, please contact us as soon as possible. Whether a change can be made depends on whether preparation, cutting, packing or delivery arrangements have already started. Please also see our Refund & Return Policy.

10. 如果收到錯貨、漏貨或者包裝有問題點算？｜What if an item is missing, incorrect or arrives with a packaging issue?

請保留產品及包裝，影低清楚相片，並盡快透過聯絡頁面提供訂單號碼同問題資料。我哋會按實際情況跟進。
Please keep the product and packaging, take clear photos, and contact us as soon as possible with your order number and details of the issue. We will review the situation and follow up accordingly.

11. 如果落單嘅產品突然缺貨會點處理？｜What happens if an ordered item becomes unavailable?

如果準備訂單時發現產品未能供應，我哋會按實際情況聯絡你，確認合適嘅後續安排，而唔會自行將貨品換成另一款高價或完全不同嘅產品。
If an item becomes unavailable while we are preparing your order, we will contact you to confirm the appropriate next step rather than automatically replacing it with a more expensive or completely different product.

選購及其他問題｜Choosing Products & Other Questions

12. 唔識揀火鍋或者燒肉部位，可以點揀？｜I’m not sure which cut to choose for hot pot or BBQ. Can you help?

可以。你可以先睇我哋嘅 食材指南 同 火鍋選肉指南；如果仲未肯定，亦可以聯絡我哋，講低人數、預算同你鍾意偏瘦、油香或者濃郁肉味，我哋會盡量俾你方向。
Of course. Start with our Meat Guide and Hot Pot Beef Guide. If you are still unsure, contact us with your group size, budget and whether you prefer leaner meat, richer marbling or a stronger beef flavour, and we’ll point you in the right direction.

13. Meat Town 有咩類型嘅肉類？｜What kind of meat does Meat Town specialise in?

我哋主力提供適合火鍋及燒肉嘅精選肉類，包括日本和牛、英國 Full Blood Wagyu、不同牛肉部位及 Iberico Pork 等。實際供應會按季節及批次而變動。
We specialise in carefully selected meats for hot pot and BBQ, including Japanese Wagyu, British Full Blood Wagyu, a range of beef cuts and Iberico Pork. Availability can vary by season and batch.

14. 有飲食要求或者致敏問題，落單前應該點做？｜What should I do if I have dietary requirements or allergies?

如果你有嚴重食物敏感、特別飲食要求，或者需要確認某款產品嘅成分及處理方式，請喺落單前先 聯絡我哋。產品及供應商資料有機會因批次而變動，所以唔建議單靠一般分類作判斷。
If you have a serious food allergy, a specific dietary requirement, or need to confirm ingredients or handling for a particular product, please contact us before ordering. Product and supplier information can vary by batch, so please do not rely on general category descriptions alone.

15. 仲有問題點樣搵 Meat Town？｜How can I contact Meat Town if my question isn’t listed here?

我哋建議優先用 WhatsApp 聯絡 Meat Town Customer Service：07887 008808。如果係訂單查詢，請一併提供訂單號碼，方便我哋更快跟進。你亦可以參閱 Contact｜聯絡我們。
We recommend contacting Meat Town Customer Service via WhatsApp first: 07887 008808. For order-related enquiries, please include your order number so we can assist you more quickly. You can also visit our Contact page.

送貨、補貨及客服｜Delivery, Restock & Customer Service

16. 送貨時間大概幾點？會唔會預先通知？｜What time will my delivery arrive, and will I be notified in advance?

實際到達時間會受配送地區、路線、當日訂單量及第三方速遞安排影響，所以一般無法保證指定鐘數到達。如該次配送有 tracking 或送貨通知，會按實際配送方式發出；最新安排請以訂單及送貨通知為準。如有特別需要，可以提前 WhatsApp 我哋查詢。
Delivery time depends on the area, route, order volume and the courier arrangement on the day, so we generally cannot guarantee a specific arrival time. Where tracking or delivery notifications are available, they will be provided according to the delivery method used. Please refer to your order and delivery notifications for the latest information, or WhatsApp us in advance if you have a particular concern.

17. 如果送貨時屋企冇人點算？｜What happens if no one is home when the delivery arrives?

由於訂單可能包括需要冷藏或冷凍保存嘅食品，建議安排有人收貨，並喺收到貨後盡快將產品放入雪櫃或冰格。如果你預先知道送貨當日可能冇人收貨，請盡早 WhatsApp 我哋；如訂單未進入配送流程，我哋會視乎實際情況睇吓可唔可以協助調整。包裹一旦交由速遞配送，實際處理方式會按該次配送安排而定。
As your order may contain chilled or frozen food, we recommend arranging for someone to receive it and refrigerate or freeze the products promptly. If you know in advance that no one may be home, please WhatsApp us as early as possible. If the order has not entered the delivery process, we will see whether an adjustment is possible. Once the parcel is with the courier, the outcome will depend on that delivery arrangement.

18. 產品售罄之後幾時補貨？｜When will sold-out products be restocked?

補貨時間會視乎供應商、產地、批次及到貨安排而定，尤其日本和牛、Full Blood Wagyu 同部分限定產品未必有固定補貨日期。產品重新到貨後，我哋會按實際庫存更新網站。如果你想追某一款產品，可以 WhatsApp 07887 008808 問我哋預計到貨情況。
Restock timing depends on the supplier, origin, batch and incoming delivery schedule. Japanese Wagyu, Full Blood Wagyu and limited products in particular may not have a fixed restock date. We update the website when stock becomes available. If you are waiting for a specific item, WhatsApp us on 07887 008808 and we can advise on the expected availability where possible.

19. 可唔可以預訂或者留貨？｜Can I pre-order or reserve an item?

部分產品或即將到貨嘅批次可以先向我哋查詢預訂／留貨，但要視乎產品、預計到貨量同當時庫存安排，並唔代表所有貨品都可以預留。請先 WhatsApp 我哋確認；只有收到 Meat Town Customer Service 明確確認後，先視為安排成立。
For some products or incoming batches, you may be able to ask us about a pre-order or reservation. This depends on the product, expected incoming quantity and stock allocation, so not every item can be held. Please WhatsApp us first; a reservation is only considered arranged once Meat Town Customer Service has confirmed it.

20. Meat Town 有冇實體店？可唔可以自取？｜Does Meat Town have a physical shop, and can I collect my order?

Meat Town 現階段以網上落單及配送為主，並不設一般 walk-in 零售門市；目前網站亦未開放一般 Local Pickup 自取選項。請唔好未經確認直接到倉取貨。如日後開放自取安排，我哋會喺網站或 checkout 更新相關選項。
Meat Town currently operates primarily through online ordering and delivery and does not offer a general walk-in retail shop. Local Pickup is not currently enabled as a standard checkout option. Please do not travel to our warehouse to collect an order unless this has been specifically confirmed. If collection becomes available in future, we will update the website or checkout accordingly.

21. WhatsApp 客服一般幾耐回覆？｜How quickly does WhatsApp customer service reply?

我哋嘅 Customer Service 時間為 Monday–Friday, 09:00–18:00。服務時間內收到嘅 WhatsApp，我哋會盡快回覆；繁忙日、出貨日或者訊息較多時可能需要多少少時間。服務時間以外收到嘅訊息，我哋會喺下一個客服時段再跟進。訂單查詢請一併提供 Order Number，通常可以幫我哋更快處理。
Our Customer Service hours are Monday–Friday, 09:00–18:00. We aim to reply to WhatsApp messages as soon as possible during service hours, although busy days, dispatch days or high message volumes may take a little longer. Messages received outside service hours will be followed up during the next customer service period. For order enquiries, including your Order Number usually helps us assist you more efficiently.