FAQ

1. I have a question that isn’t covered in this FAQ. How can I get in touch with you?
   
   Give us a call on our customer service hotline (+852 2785 6066) or send us an email (tellme@keewah.com) and we’d be more than happy to help. Our services hours are Monday to Friday, 9:00 AM to 6:00 PM (excluding public holidays).
   
   
   
2. What are your opening hours and store locations?
   
   Head on over to our Store Locations page on our website and you’ll find opening hours and store location for all of our branches.
   
   
   
3. What promotions and special offers do you have going on right now?
   
   You can check out Kee Wah's latest promotions and special offers here: https://keewah.com/en/promotion
   
   
4. Do you have a product catalogue with all of your prices?
   
   We sure do—PDFs of our catalogs may be downloaded here: https://keewah.com/product-catalog
   
   
5. I want to learn more about your baking workshop, Kee Wah Studio. Where can I find more information about classes on offer?
   
   Please visit the Kee Wah Studio website for more information about our baking classes and how to reserve a spot.
   
   
   
6. How do I shop on your online store?
   
   
   1. Click or tap the menu in the top right hand corner of your screen and select which product category you’re interested in.
   2. Select the product you wish to purchase.
   3. When you have found what you are looking for, click or tap ‘Add to Cart’. When you’re finished shopping, click or tap the shopping bag icon in the top right hand corner of your screen and click or tap the ‘Checkout’ button.
   4. Select whether you would like to register or if you would prefer to checkout as a guest.
   5. Follow the instructions on the screen and enter your billing, shipping, and payment details and we’ll take care of the rest. Be sure to check your email inbox for important information regarding your order, including billing and delivery details.
   6. If you have any trouble, give us a call and we'll be happy to help walk you through everything.
      
      
      
7. Which payment method do you accept on your online store?
   
   We accept Visa, Mastercard, UnionPay, American Express. Alipay HK, WeChat Pay HK and Tap & Go. All prices are listed in Hong Kong Dollars. Prices on our website reflect the price of goods on the day of purchase.
   
   
   
8. For international shipments, is tax included in prices listed on the website?
   
   Prices listed on the website are not inclusive of taxes and duties that may be levied on international shipments for customers outside of Hong Kong. International customers are responsible for any taxies and duties that may be levied on their orders by customs in their respective countries. International shipments will be sent out with Hong Kong Post. Shipment costs will vary from country to country.
   
   
9. If I’m a member of your loyalty program, Kee Wah Fans, how do I earn points and rewards when shopping on the website?
   
   During the checkout process you may enter your Kee Wah Fans membership number (which can be found in the app). Upon delivery of your order, any associated points and rewards earned will be accredited to your Kee Wah Fans account within 7 working days.
   
   
   
10. Where can I find my Kee Wah Fans membership number?
    
    Open the Kee Wah Fans app on your smartphone and tap the QR code in the upper right hand corner to view your Kee Wah Fans membership ID.
    
    
    
11. Can I use my Kee Wah coupons when I shop on the website?
    
    Kee Wah’s online store accepts only online-exclusive discount and promotion codes. Physical coupons such as cash vouchers, cake coupons, and e-coupons earned through the Kee Wah Fans smartphone app may not be used with purchases made on Kee Wah’s online store.

Kee Wah Fans

10. 1. What is Kee Wah Fans?
    Kee Wah Fans is Kee Wah’s customer loyalty and rewards program, offering members exclusive benefits and discounts when shopping with us.
     
    2. How do I apply for a Kee Wah Fans membership?
    Download the Kee Wah Fans mobile app for your iOS or Android device via the App Store or the Google Play store. Open the app and tap “Sign In / Sign Up” in the upper left hand corner. Select “Sign Up” to begin creating your Kee Wah Fans account. Please note that all applicants must be 18 years old or above.
     
    3. Is there a membership fee?
    No, there is no membership fee.
     
    4. What is Net Spending? How can I earn it?
    Net Spending refers to the amount spent in a transaction at a Kee Wah shop, the Kee Wah online store, or Kee Wah Studio within the validity period as stated in the Kee Wah Fans mobile app. To earn Net Spending, simply make a purchase at any of the aforementioned Kee Wah outlets. Net Spending excludes the value of any cash voucher, cash coupon, or any other discounts used in a transaction. 
     
    By accumulating Net Spending, members can upgrade their membership tier, granting them access to more exclusive benefits and rewards. Your Net Spending can be viewed on the mobile app’s home screen. 
     
    5. Is there an expiry date for Net Spending?
    Net Spending is valid for up to one year—beginning from the effective start date of your Kee Wah Fans membership. Any unspent Net Spending will be automatically forfeited one year from your membership’s start date.
     
    6. What are Points and how do I earn them?
    Kee Wah Fans can earn Points by shopping at a Kee Wah shop, the Kee Wah online store, or Kee Wah Studio. For every $1 HKD spent, you will earn 1 Point through the Kee Wah Fans mobile app. This excludes the value of any cash voucher, cash coupon, or any other promotional discount. For every 500 Points accumulated, you will receive a $5 HKD Kee Wah cash coupon. You may view and manage your accumulated Points and coupons using the Kee Wah Fans mobile app.
     
    7. Is there an expiry date for Points?
    Points expire within 6 months to 1 year, depending on when they were first earned. For example, Points earned between January and June will expire at the end of the year on December 31; Points earned between July and December will expire the following year on June 30.
     
    8. How do I upgrade my membership tier from Red to Silver?
    Using the Kee Wah Fans mobile app, simply accumulate $500 HKD within 1 year (from your membership’s start date) and your Red membership will automatically be upgraded to Silver. The remaining validity period of your membership will then be extended for another 12 months from the date of your membership upgrade.
     
    9. How do I upgrade my membership tier from Silver to Gold?
    Using the Kee Wah Fans mobile app, simply accumulate $4000 HKD within 1 year (from your membership’s start date) and your Silver membership will automatically be upgraded to Gold. The remaining validity period of your membership will then be extended for another 12 months from the date of your membership upgrade.
     
    10. Will my Kee Wah Fans membership expire?
    Your Kee Wah Fans membership will be deactivated if no purchase can be recorded in the last 36 months. All Points, Net Spending, and coupons will be forfeited.
     
    For Silver and Gold members, the membership validity period is 1 year from the upgraded or migrated date of your membership e.g. If your membership was upgraded from Silver to Gold on September 1, then it will be valid until August 31 of the following year.
     
    11. Can I use my Kee Wah Fans membership in Kee Wah stores outside of Hong Kong?
    Your Kee Wah Fans membership is only valid for use in Kee Wah stores and Kee Wah Studio in Hong Kong.
     
    12. Can I apply for a Kee Wah Fans membership even if I am not a Hong Kong resident?
    Yes, you can. There are no restrictions placed on nationality or place of residence.
     
    13. Can I apply for a Kee Wah Fans membership if I do not have a valid email address?
    No, a valid email address is required in order to register for Kee Wah Fans membership.
     
    14. Why did I not receive a SMS verification code to my mobile number?
    Please check whether the inputted mobile number, including the country code, is correct and whether your mobile network is currently experiencing any problems. If the mobile number entered is correct and your mobile network is operational, please try again.
     
    15. How can I maintain my membership? 
    Red members simply need to make at least one purchase at a Kee Wah store with their Kee Wah Fans membership within 36 months of their membership's start or renewal date.
     
    Silver members can maintain their Silver status by accumulating $250 HKD in Net Spending within 1 year of their membership’s start date. Failure to do so will result in your membership reverting to Red. For Gold members, the minimum amount of Net Spending required to maintain their Gold status is $2000 HKD.

Use of Kee Wah Bakery HK Mobile App

1. How can I download the "kee Wah Bakery HK Mobile App?
   
   Download the Kee Wah Fans mobile app for your iOS or Android device via the App Store or the Google Play store. On your mobile device, open the App Store or Google Play store and search for "Kee Wah Bakery HK". The Kee Wah Fans mobile app is supported by devices using iOS 9.0 and above and Android 6.0 and above.
   
   
   
2. How do I earn Stars and Coins with the Kee Wah Fans mobile app?
   
   Please present the home screen of the Kee Wah Fans mobile app to the cashier before checkout. Our staff will scan the QR code on the screen and any points and Net spending earned during the transaction will be automatically added to your account. Your spending record will also be updated.
   
   
   
3. Can I use the Kee Wah Fans mobile app on multiple devices at the same time? Why does the Kee Wah Fans mobile app log out automatically?
   
   Due to security concerns, you cannot login to the Kee Wah Fans mobile app on multiple devices at the same time. Should you log into your account using a second device, the first device you logged into the account with will be automatically logged out.

5. What do I do if my mobile device is lost, replaced, or malfunctions?
   
   If you would like to temporarily suspend your Kee Wah Fans account while you wait for a replacement device, please contact our customer service hotline  (+852 2785 6066, Mon-Fri excluding public holidays, 9:00 am - 6:30 pm). With your replacement mobile device, please re-download the Kee Wah Fans app and login to your account.
   
   
   
6. Can I use the Kee Wah Fans mobile app with Kee Wah stores outside of Hong Kong?
   
   Your Kee Wah Fans membership is only valid for use in Kee Wah stores and Kee Wah Studio in Hong Kong (excluding Kee Wah Ocean Park).

Security & Technical Issues

1. What browsers does the Kee Wah support?
   
   For Windows: Chrome, Edge, and Firefox.
   For MacOS: Chrome, Firefox, and Safari.
   
   
   
2. What is a cookie?
   
   A cookie is a small file that can be placed on your device that allows us to recognise and remember you. It is sent to your browser and stored on your computer’s hard drive or tablet or mobile device. When you visit our sites, we may collect information from you automatically through cookies or similar technology, such as a tag, pixel, or other web beacon.
   
   
   
3. How does Kee Wah use cookies?
   
   We use cookies in a range of ways to improve your experience on our site, including: keeping you signed in, understanding how you use our site and what items are added to your shopping cart, showing you products and services that are relevant to you. Kee Wah will never use cookies to access your personal or credit card information.  If you would like to learn more about cookies and how they are used, please click here.
   
   
   
4. Will my personal information be kept confidential?
   
   Your personal information will be kept confidential. However, keewah.com may provide your personal information to third parties, including:
   
   
   • Kee Wah Bakery Company Limited (Kee Wah Bakery) and any of its associated companies
     
     
   • Any contractor, agent, or service provider of Kee Way Bakery and persons related to administrative, data processing, financial, computer, telecommunications, payment, delivery, professional, after-sales, and other services.
     
     
     
5. How will my personal information be used?
   
   We only require the minimum amount of personal information that is necessary to fulfill the purposes of your interaction with us. Your personal information will used in the following ways:
   
   
   • Enabling transactions and/or services to be carried out and executed.
   • Services provided in relation to transactions that include but are not limited to delivery and after-sales services, regardless of whether such services are provided by or through Kee Wah Bakery or any other company.
   • Marketing existing and future Kee Wah Bakery products and services
   • Conducting customer satisfaction surveys
     
     
     
6. Where can I view the Kee Wah website’s privacy statement?
   
   Our privacy statement can be viewed here.
   
   
   
7. Is it safe for me to pay by credit card over the internet?
   
   In order to provide safe and reliable online shopping services, our company adopts an online payment gateway system with Secure Sockets Layer (SSL) encryption technology. All personal data, including customer names, addresses, contact phone numbers, etc. are encrypted before being transmitted over the Internet/ This prevents unauthorized third parties from accessing your personal data.If you would like to view our security certificate information, right-click anywhere on the website and select Properties, then Certificate.