WE’VE GOT YOU COVERED
A. Where do you deliver?
We can deliver to any school in Hong Kong. If your child is going to a school, we have not delivered yet or of you are a school interested in becoming a partner, reach us and let's talk about it!
B. How do I subscribe my child?
Create your account online at www.thenewluncher.hk, then follow the steps. You will be guided all along the way! Please keep in mind that each family should only have ONE account.
C. What age ranges do you cover?
Our menus are tailored for children from 4 years old, all the way up to high school and yes, also for Teachers and school staffs!
For hungry children, school staff and teachers, and to offer a fully balanced meal, we recommend adding the fresh dessert or delicious snack option we offer!
D. How does the monthly Lunchbox Plan work?
We wish to make everything easy and convenient for your family.
Our Monthly Meal Plan is a peace of mind and a flexible solution for families.
Create your child’s Meal Plan by choosing your preferred dishes (Western, Asian or Vegetarian) and the days of delivery. You can also select the add-ons you would like to include (Dessert or Snack) -- We will generate your Meal Plan for the month based on your child’s preferences! Easy – Convenient – Flexible!
E. Will my subscription be renewed automatically?
We continue to deliver your child according to the Meal Plan you set up until you decide to stop. Based on your child's preferences, we send you on the 15th of each month, an email with your upcoming month’s meal plan.
F. When do you charge my credit card?
On the 20th, we charge your credit card for the next month’s Meal Plan.
G. Is there a minimum number of meals to order?
With our Meal Plan, you can choose to order from 2 days per week up to five days per week. We will then create the perfect Meal Plan of the month for your child based on the days you have chosen. If you have selected one day of the week and you want to change to another one exceptionally, please drop us a line by email or chat, we’ll do the necessary.
H. How far in advance do I have to order for my child?
We need your order 4 business days before the first meal delivery date.
This advance notice supports the high variety of meals we offer every day and avoid food waste as we buy only fresh and quality ingredients. All changes of meals must also be made 4 business/school days in advance.
A. What if my child is sick?
A sick day means you have ordered lunch for your child and he/she didn't show up to collect it because he/she was sick and did not go to school on that day.
As we cook fresh food every morning, we can cancel the lunch for same-day cancellation only if you inform us before 9am. However, please notice that we cannot arrange refund for same-day cancellation.
If you know your child will be absent from school for more than 2 days, please contact us by email along with a doctor certificate or call us. We will then fully refund your cancelled orders starting from the second day.
B. What about field trips or holidays?
We do our best to sync up with the school's calendar and customize your monthly Meal Plan. On holidays or vacations, the days concerned will be closed for ordering.
We can't deliver on field trip days because students usually leave the school before our lunchboxes arrive.
If there is a field trip for certain classes, we rely on parents to either not order or cancel the meal. Please remember, you need to make your cancellation yourself and 4 business days in advance. Let us know that the cancellation is due to an outing and we will fully refund or re-credit your debit or credit card.
C. What happens if there’s typhoon?
In the case listed below, The New Luncher will not be able to deliver and make any refund.
• Typhoon Signal No.8 or above
• Black Rainstorm
• Outbreak of infectious diseases
• Sudden termination/closure of school
• Grade-wide out-of-school activities
D. Order Amendments and cancellation
In the unlikely event you wish to amend your order, you can always add items or modify your child’s meal up to 4 business days before the delivery.
Policy for meal cancellation and subscription cancellation is as follows:
• Less than 4 days prior to the delivery: no refund
• Up to 4 days before the delivery: refunded amount is 70%
You can apply the modification anytime by logging to your account and accessing your meal plan. Simply login at www.thenewluncher.hk then select the day, click CHANGE or CANCEL and then confirm.
If you wish to change a delivery day (e.g from Monday to Thursday), please contact our team at [email protected]
A. How many daily choices in the menu? Any Vegetarian option?
Every day, we offer 3 mains freshly cooked to please every child (Western, Asian and Vegetarian option). We also offer daily options for dessert and snack for an additional cost at HKD 18. All add-ons will be packed with your child's lunchbox.
B. Do you offer Snacks, Fruits or Dessert?
Every day, we offer 3 daily options for starter, dessert and snack for an additional cost of HKD 18. All add-ons are cooked fresh in the morning and are packed with your child's lunchbox so he/she will receive them with his/her lunch.
C. How do you create your menus?
Every month, we work with our nutritionist, our kitchen team and kids to decide what to offer in our next menu.
We do not practice a fixed monthly menu rotation. We try to make the best of what nature has to offer. Most importantly we always listen to children. That way we can bring back recipes with high success rate and change those that are less appreciated. When we create our new recipes, we invite schools, kids and parents in our kitchen to try out new meals and offer us feedback! We cook for children, so they decide what will be next in our menu!
D. Is your kitchen certified halal?
Not yet! But we will make it happen if you want to and if numerous families ask us!
We would love to hear from you so contact us
All our menus are free of both peanuts and tree nuts
We never use MSGs, preservatives, artificial colours or flavours.
If you have special food concerns, please contact us and we'd be happy to consult with you individually.
3.DELIVERY & PACKAGING
A. How is lunch packaged? Do you use eco-friendly lunchbox?
Right after cooking, we pack our food in an eco-friendly lunchbox.
We select our packaging with several goals in mind. It must be safe for the kids, good at maintaining temperature over time, good for the environment.
We constantly review our packaging options to find the best balance between food safety, sustainability, economy, and ease of meal distribution.
B. When will you deliver the lunchbox to my child?
Our Lunchboxes are delivered to school before lunchtime by our Happy delivery team. The distribution may vary by school, but there is always an adult to oversee the distribution of lunchboxes to children.
C. Will I be informed if my child did not pick up his/her lunch?
If your child did not come to pick up the lunchbox at the end of lunchtime service, we will send you a message.
D. How much does delivery cost?
Absolutely nothing! The delivery to school is always free!
A. How to contact The New Luncher team?
Our team is available by phone and email from Monday to Friday, from 9am to 6pm. Questions? Give us a call or contact us
B. What if something wrong with my order?
Our Happy team is human so please understand that we strive for perfection, and we’re committed to children. Please get in touch as soon as you can -- the sooner we hear from you, the sooner we have a chance to fix it and avoid that is ever happening again.