Frequently Asked Questions

To place an order from our store, start by browsing the products and adding the desired items to your cart. Select the preferred delivery option (SF Express, Door-to-door or Store Pickup). You can then proceed to checkout and provide your shipping information. On the right side of the checkout page, you can apply any available discounts to you, enter your payment details, review the order carefully, and click "Pay now" to complete your purchase. If you encounter any issues or have questions, please contact our customer service team through Instagram DM @bakergen.hk or email info@bakergen.hk.

We accept payment methods including major credit cards (Visa, Master, AMEX and Union Pay), as well as Apple Pay and Google Pay on compatible devices. Once your payment has been successfully completed, you will be directed to the Order Confirmation page. A copy of your order will also be sent to your email address.

You can purchase without creating an account. However, in order to enjoy our membership perks, you can join our “BakerFam” loyalty program for free to earn and redeem member-only discounts.

Pre-orders for future dates are available up to 14 days in advance. For special occasions or bulk orders, please don’t hesitate to contact our customer service team.

Yes, you can check the status of your order using the link provided in the order confirmation email.

Please send us a message via Instagram DM @bakergen.hk, Whatsapp us at 9560 0578 or email info@bakergen.hk and we can look into it for you.

Yes, we offer free shipping for eligible orders. For orders above HK$350, SF Express shipping is complimentary, and for orders above HK$1,200, you can enjoy a complimentary Door-to-door delivery.

After placing an order, our aim is to process and ship it within 3-5 business days.

You have the option to pick up your order from a physical store. We collaborate with various businesses to offer you convenient pickup options. Please note that the availability of pickup locations may vary over time. For the most up-to-date information on pickup locations, please refer to the "Store Pickup" section in the cart during checkout.

Unfortunately, we are unable to accommodate requests for specific delivery times. However, if you choose the Door-to-door or Store Pickup options, you can select a specific date for delivery or collection, respectively, with up to 14 days in advance.

We prepare our Abalone Puff Pastry from scratch in our bakery located in Hong Kong. To preserve its freshness and uphold our standards, we currently offer delivery exclusively within Hong Kong and regretfully cannot accept international orders at this moment.

Orders cannot be returned or refunded once payment is confirmed. If, for any reason, your order is damaged or defective upon receipt, our team is available to assist you. Please contact our customer service team  for further assistance.

If you need to cancel or modify your order, please contact us by email as soon as possible. Orders cannot be cancelled or modified once processed. Please note, we’re unable to combine or add an item to an existing order.

Abalone Puff Pastry, one of the most authentic local Chinese pastries originated from Guangdong. Abalone Puff Pastry is named as such as its shape resembles that of an abalone. Back in the old days during the festive season, local people would often purchase a few abalone puff pastries as leisure snacks. This symbolised good fortune and prosperity as its shape resembled Chinese gold ingots.

Please be aware that our ingredients may contain or come into contact with common allergens, such as dairy, tree nuts or peanuts.

No. Currently we do not offer any vegan or gluten-free option.

Store the pastries in a cool, dry place; stay away from direct sunlight or heat sources.

The product is best to enjoy within one month, please refer to the best before date on the packaging.