FAQ

About KIN

What is KIN?

KIN is the first omnichannel food app allowing users to eat everything that they watch. Founded in 2019 by entrepreneurs Matt Reid, Jonathan Yeoh and Malcolm Wood, best known for their hospitality group Maximal Concepts, KIN combines AI and automation to foster human connection through food and is the first food app to be purpose-built by restaurant owners. Strategically focused on high-density urban areas, KIN challenges the fundamentals of traditional delivery in ways that are financially, socially and environmentally more beneficial. With its first ecosystem opened in 2022 at Taikoo Place’s Devon House, KIN plans to expand with multiple locations to change targeted vertical populations’ eating habits and naturally create positive environmental impact. KIN is going to change the way we eat. 

Are the KINshop and the KIN app the same?

KINshop and the KIN app are separate platforms selling different products. Our KINshop offerings include catering items, meal kits, etc that we deliver to you. The KIN app is where you can order freshly cooked dishes that you can enjoy in our space , at home or at your desk.

Download the KIN app on the App Store or Google Play Store.

 

Health & Safety

Is ordering through KINshop safe?

Absolutely. KIN was built during the pandemic, so we made sure to push beyond the standards.

Our practices align with strict hygiene standards and most of our kitchen equipment we use are top-grade. KINshop facilitates a contactless ordering, payment, and delivery system to ensure your experience is safer and more efficient.

We stay up to date and follow the latest health protocols and regulations from the relevant authorities.

What measures do you have for your staff?

We provide our staff with the personal hygiene equipment they need. We also strictly enforce hygiene protocols such as ensuring staff regularly wash their hands properly, wear gloves and face masks. We also check body temperature of our staff daily.

All our staff have been vaccinated and regularly undergo Rapid Antigen Testing.

What measures do you have for guests?

We require all guests to wear a face mask and check their body temperature as they enter. Following government regulations, we require all dine-in guests to scan the LeaveHomeSafe QR Code and present their Vaccine Pass to our team. We also have hand sanitizer stations available for our guests throughout the venue.

 

Ordering

Do I need an account to place an order?

No, you don’t need to create an account.

Is there a minimum order? 

No minimum spend is required.

When is the cut off time?

The cut off times vary according to the product. You may see the order cut off time of the product on their individual product pages.

Is there a delivery fee? 

Yes. We charge for delivery fee based on your location. There are no fees for self-collection. 

What is the packaging fee?

We charge a small packaging fee for our catering products. We use packaging made from bamboo. We encourage you to reuse the box. However, you can also choose to return it to us and receive a HKD$50 gift voucher for KINshop.

How do I return the packaging?

Send us a WhatsApp at 6792 1935 and we’ll collect it from you for free within Taikoo Place. Otherwise, you will need to bring the box back to us in person at KIN Food Halls, 2/F Devon House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.

How do I get my gift voucher?

Once we receive the catering packaging, we will send you a voucher code via e-mail or WhatsApp. For further enquiries, please contact our Guest Experience Team at e-mail info@kinfoodhalls.com or WhatsApp 6792 1935.

Help - I have not received a confirmation order

Order confirmations are sent to the email you provided upon checkout. If you’re unable to find it, please check your spam or junk email folders.

If you are still unable to retrieve your order confirmation, please contact our Guest Experience Team at 6792 1935 or info@kinfoodhalls.com

I tried to place an order, but the payment did not go through - what do I do?

We advise that you first contact your bank as there may be a block on your payment method for online purchases such as these. Please be advised that if the amount shows as pending in your bank account, this will only be temporary.

For further information, you may contact our Guest Experience Team at 6792 1935 or send an e-mail to info@kinfoodhalls.com

What payment methods do you accept? 

We accept Visa cards and Master cards. 

Where can I get technical help with your website?

You may contact our Guest Experience Team at 6792 1935 or send an e-mail to info@kinfoodhalls.com

 

About My Order

How do I cancel or amend my order?

As our chefs must order ingredients in advance to prepare your order, requests for cancellations must be made at least 24 hours prior to the delivery date to receive a full refund. Otherwise, you will be charged in full.

If you need to cancel or amend your order with us, please contact our Guest Experience Team at 6792 1935 or send us an e-mail at info@kinfoodhalls.com

Where can I find instructions for my meal kit? 

Each of our meal kits include a set of printed dish preparation and plating instructions. It also comes with a QR code that you can scan to watch and learn more about the dish and brand.

What is the best way to store the items and their shelf life?

For KIN@Home, meal kits we recommend that all items be kept refrigerated below 4°C and consumed within 5 days from the day of delivery. For maximum freshness, we recommend consuming seafood meal kits first.

For other easily perishable item such as the KIN Sustainable Sushi Box and Morning Pastries, we recommend consuming them as soon as possible. Please discard the food if not consumed within 24 hours.

How is the food packaged?

We choose packaging that is durable and temperature-controlled to ensure it stays as fresh as possible. Note that some items (e.g. whole cakes) may come in packaging sourced by the brands themselves.

 

Delivery and Self Collection

Where do you deliver?

We deliver to selected areas in Hong Kong Island, Kowloon and the New Territories. For items that require stricter temperature control such as KIN Sushi, we have a narrow delivery area to ensure freshness and efficiency.

If you cannot see your address within our delivery service area, you may also choose to collect your order at KIN Food Halls.

When will my delivery arrive?

Your delivery will arrive within the timeslot you selected. 

Prior to delivery, our delivery partner will get in touch with you through the phone number you provided to arrange a specific delivery time.

Note: Deliveries may be delayed due to bad weather or traffic conditions. 

Where and when can I collect my order?

You may collect your orders our To Go counter at KIN Food Halls from 11:00am - 12:00pm, 3:00pm - 5:00pm, and 8:00pm - 9:00pm from Monday to Friday.

Our address is at 2/F Devon House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.

Transportation

Via MTR: Quarry Bay MTR (Exit A)

Via Bus: 102, 682, 69, 82, 99 (Please refer to bus operators for latest arrangement)

How do I cancel or amend my order?

As our chefs must order ingredients in advance to prepare your order, requests for cancellations must be made at least 24 hours prior to the delivery date to receive a full refund. Otherwise, you will be charged in full.

If you need to cancel or amend your order with us, please contact our Guest Experience Team at 6792 1935 or send us an e-mail at info@kinfoodhalls.com

What happens if I am out when you deliver my order?

Prior to delivery, our delivery partner will contact you to arrange a specific time of when he/she will arrive. If you expect to be out, you may arrange for the delivery person to leave it at the office reception or security desk. Otherwise, the delivery person will contact you again to make re-delivery arrangements.

How do I contact you about a delivery order before it has arrived?

Prior to delivery, our delivery partner will contact you to arrange a specific time of when he/she will arrive. If you are unable to contact your delivery person or for further enquiries, please contact our Guest Experience Team at 6792 1935.

How can I contact you to share feedback after the delivery has arrived?

To share your feedback with us, please contact our Guest Experience Team at 6792 1935 or e-mail info@kinfoodhalls.com

 

Events and Catering

What corporate offers do you currently have?

We can create tailored experiences for corporate partners. From planning your next team celebration, boardroom lunches in the office, to hosting your company and client events in our space, we are your one-stop food solution.

To plan your next event, please submit an enquiry here or reach out to our Business Development team at events@kinfoodhalls.com

For bespoke catering orders, please submit an enquiry here.

 

Allergies and dietary preferences

Allergies and dietary preferences

The production kitchen may process cereals containing gluten, crustaceans, eggs, fish, peanuts, soybean, milk, tree nuts and their products.

It is important to note that for severe allergies, we cannot fully prevent cross contamination of any allergenic ingredients.