FAQs
问题

ABOUT ORDER
订单相关

1. 称重物品将如何收费? How will I be charged for weighed items?
称重产品(例如农产品,肉类和海鲜)等物品在其产品说明中具有固定的重量,价格是基于该产品所固定的重量。您只能选择订购这个重量的倍数;如果您要订低于此量的货,可以运用“额外活泼(不在网站)”这一功能来下单,然后在购物车的note中说明您订的货品和重量。
在接到您的订单后,我们将对您的产品进行称重,并根据实际重量和每公斤的报价来进行计算实需价格。如果我们捡货时的重量比您订单的少,我们将会做出差价调整并退款。
Weighed items such as produce, meat and seafood have fixed weights in their description with a price based on this fixed weight. You may only order in multiples of these weights. If you want to order less than the weight's stock, you can use ADDTIONAL STOCK( NOT ON WEB) to place order, and then remark what and how much stock you've ordered in note bar on CARTPAGE.
After picking your order, we will weigh your items and calculate the true cost using the actual weight and the quoted price per kg. We will only ever adjust the final cost downwards if we have picked less weight than you have ordered. You will receive the difference in a separate refund.

2. 我可以订购的订单金额最低限额是多少?有免运费吗? What is the minimum order amount I can order? Any free delivery choice?
任意金额起送,25公里内,满$150免运费; 25-35公里内,满$150仅需$12,满$200免运费。
No minimum requires, no delivery cost when over $150 within 25km range; $12 per order if over $150 and free delivery if over $200.

3. 我的新鲜鱼和肉将会如何保存?How will my fresh meat and fish be saved ?
您的肉将会在送货前一天或送货当天早上被放入冰库冷冻,以防止血水污染,除非超过3KG,否则我们会默认装在一个袋子里,所以如果要分开装请写在note中;您的鱼将会在周三或周六上午从DONCASTER达成新鲜送来,我们可能会放在冰库一段时间以防止海鲜出水,并添加冰块以保温。
Your meat will be packed on 1 day before delivery day or on delivery day then place into freezer so we can prevent items from blood pollution, please inform us to pack separately if your stock is less than 3kg, otherwise we will collect in 1 bag only. Your fish will be delivered on Wednesday or Saturday morning from KFL DONCASTER fish shop with fresh quality, and we may place in freezer for a while to prevent item from blood pollution, then put a few ice in bag to keep the temperature.

3. 我可否修改已付款的订单?Can I change my order after submitting and paying?
非常抱歉目前我们网站暂时不接受修改已付款的订单,期待将来能改进此功能。
Currently we are unable to adjust your order after payment. We apologise and are looking to include this feature.

4. 如果某些物品缺货,你们将会重新交付吗? If some items are out of stock will you re-deliver the item?
如果某件商品缺货,我们将向您发送已更新的订单发票。缺货物品不收费。要获得这些物品您将需要再次下单。或者欢迎您访问我们的实体店。
If an item is out of stock, we will send you an updated order invoice and we will not charge you for that item. To get these items, you will need to place another order or you are welcome to visit our store.

5. 如果我的订单中缺少物品该怎么办? What can I do if there is an item missing from my order?
如果您的订单中缺少物品而且并没有显示缺货在您的发票上,请您联系我们,电话:03 9894 0831 或 kflonline@laybrothers.com.au
auIf an item you have ordered is missing and was not listed as out of stock on your invoice, please contact us on 03 9894 0831 or kflonline@laybrothers.com.au.

ABOUT DELIVERY
送货相关

1. 运输费用是多少? How much will delivery cost?
$8: 如果您是住在3106, 3108, 3109, 3111, 3130, 3131, 3128, 3129, 3132, 3133, 3151,满$150免运费。
$10: 15公里内的任何地址,满$150免运费。
$15:15-25公里内的任何地址,满$150免运费。
$20: 25-35公里内的任何地址,满$150仅需$12,满$200免运费,请联系我们来了解如何下单。
$8: if you are in 3106, 3108, 3109, 3111, 3130, 3131, 3128, 3129, 3132, 3133, 3151, free delivery if orders $150 or more.
$10: Any other address within 25km from KFL Forest Hill store, free delivery if orders $150 or more.
$15: Any other address within 15-25km from KFL Forest Hill Store, free delivery if orders $150 or more.
$20: Any address within 25-35km from KFL Forest Hill store, $12 per order if over $150 and free delivery if over $200, please contact us to know how to place order.

2. 运输地区有哪些? Where do you deliver to?
一般是离达成FOREST HILL超市实际路程35公里范围内.
Normally 35km on road distance from KFL Forest Hill store.

3.我的订单什么时候送货?When will my order be delivered?
我们的固定送货时间是每周二、六。
Our delivery arrangment is every TUESDAY and SATURDAY.

4. 我如何收到我的订单? How do I receive my delivery?
在疫情期间我们将提供无接触送货。为保证能把您的产品安全送到门口,请您为我们的送货员准备好安全无阻碍通道,如若有宠物的请暂时关起。
In light of the current situation with COVID-19, we will be providing unattended deliveries. To prepare for a safe delivery we ask that you ensure secure access to your property including a safe path of travel and that dogs and other animals are secured.

5. 如果订单送达时我不在家怎么办? What if I am not home?
我们将尝试由您提供的电话号码来联系您,如再联系不上,我们会在您所指定的送货地址门口找一个最为合适的地方,把您的货物放下。在这种情况下非常抱歉我们将对任何丢失或者损坏的物品不负任何责任。
We will attempt to contact you on the telephone number provided with the order. If you do not respond we will leave the items at the delivery address in the most suitable location we can find near the front door. Unfortunately, we cannot provide any guarantees for loss or damage after this point.

6. 冷冻和冷藏产品如何交付? How will chilled or frozen items get delivered?
在运输过程中,我们将确保冷藏和冷冻产品保持在适当的绝缘和冷却环境中。一旦物品安全交付,客户有责任确保其安全存放。
During transport we will ensure that the chilled and frozen items are kept in an appropriately insulated and cooled environment. Once the items have been safely delivered it will be the responsibility of the customer to ensure it is stored safely.

ABOUT REFUND
退款相关

1. 我的订单显示已退还一部分金额,但是我的银行对账单显示我被全额收取了费用,我是不是被错误的收取了费用?My invoice shows I was refunded an amount but my bank statement shows I was charged the full amount, have I been wrongly charged?
您的订单显示您交易的准确金额,通过在线银行系统退款需要时间,具体取决于 卡和银行的类型,通常,退款需要5个工作日,但在某些情况下可能需要更长的时间。对于大多数客户而言,交易将显示为“待处理”,直到退款完成为止。之后您的对账单将显示已更正的实收费用。
Your invoice is the accurate record of the transaction. Refunds through the online banking system take time depending on the type of card and the bank. Typically, refunds take 5 business days but can take longer in some cases. For most customers the transaction will appear as “pending” until the refund is completed, after which your statement will show the corrected charge.

2. 如果我想退货怎么办? What if I want to return something?
如果物品在交付时已损坏,被弄脏而导致无法使用,该物品款项将全款退还。
Items delivered damaged, soiled or otherwise not fit for purpose will be refunded or replaced in full.
如改变主意,必须将产品原样原封不动,完整无缺的退还给商家,由此而产生的运输费用将由顾客承担。
For change of mind refunds, the item must be returned to the store in its original saleable condition. If required, cost of additional shipping will be charged to the customer.
为确保食品安全,所有易腐烂(例如:豆制品,奶制品,新鲜肉类,熟食类,海鲜类……)的商品都不能因改变主意而退货。
To ensure food safety requirements are met, all perishable items cannot not be returned due to a change of mind.
自购买日起15天后不接受任何理由的退货。
Refunds cannot be accepted after 15 days from date of purchase.
如果要求,退换货必须出示有效收据。
If requested, a copy of the receipt or tax invoice must be produced to qualify for a refund.

About Us

Store image

OPENING HOURS :

Mon - Sat: 8AM - 8PM
Sunday: 9AM - 7PM

Phone: (03) 9894 0831
Email: kflonline@laybrothers.com.au
Address: 293 - 295 Canterbury Rd,
Forest Hill 3131 VIC

WE ACCEPT MAJOR PAYMENT METHODS

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