Terms, refunds and privacy

Sending an order on this website is a request, not a purchase. Nothing is charged when you send it. We confirm the details with you on WhatsApp, then send a secure payment link for the full amount. Your order is locked in once it is paid.

Every order needs notice so we can cook it fresh, normally 72 hours. Some roasts need longer, and the checkout calendar only offers dates we can do. Prices are in Hong Kong dollars.

Card payments are taken by Stripe. We never see or store your card number.

Pickup is free from The Den, 8 Oaklands Path, in the time slot you choose. Delivery is charged by area: Hong Kong Island $150, Kowloon $300, New Territories $400. We will confirm anything outside these areas with you first.

Please make sure someone can receive the order in your time slot, and check it when it arrives. Once a delivery has been accepted, we treat the order as fulfilled.

Plans change. Message us on WhatsApp 5496 9406 as early as you can and we will do our best to move the date, change the order or sort out a refund. The closer it is to your date, the less we can change, because the food has been ordered and prepared for you.

Wrong or missing items. If you receive something different from your order, or something is missing, we are sorry and we will make it right. Contact us as soon as you notice.

Quality. We cook fresh to order and take pride in every roast. If what you received is not right, tell us within 2 days, with photos and your order reference. After reviewing it we will replace the food or refund all or part of your order. We do not usually refund food that was as ordered but not to your taste.

Courtesy items. Any small extras listed as included with your order are provided when requested. Disposable cutlery and plates are an optional paid add-on, chosen on the order page. If we forget one, let us know so we can fix it with our team, but we cannot offer a discount or refund for it.

To report a problem, WhatsApp us or email contactus@tmchan.com.

Tell us about allergies and dietary needs at checkout and we will plan around them. Everything is made in one kitchen that handles common allergens, so we cannot guarantee any dish is completely free of them.

What we collect. When you order or send an enquiry we collect what you give us: your name, phone number, email address, delivery address and any notes. We use it to confirm, prepare and deliver your order, to take payment, and to reply to you.

Who sees it. Our team, and the services that help us run the site: Stripe for payments, and our email and messaging providers for order updates. We do not sell your details.

Mailing list. If you sign up for festive dates, we keep your email address to tell you when Thanksgiving, Christmas and Chinese New Year ordering opens. We only add you if you sign up, and you can ask to be removed at any time.

Cookies and analytics. The site remembers your order on your own device until you send it. We use Google Analytics, Google Ads and Meta to understand how the site is used and to measure our advertising. These services use cookies and similar technologies.

Your details. To see, correct or delete the information we hold about you, email contactus@tmchan.com.