FAQ's – Frequently Asked Questions

1. How long is the electronic voucher(s) valid for?

Voucher(s) is valid on the date as stated in the voucher. Please check with the related Terms & Conditions for details. Voucher(s) not used within this time will be forfeited with no entitlement to refund or exchange.

2. When will the electronic voucher(s) be received?

Once your order has been processed, a confirmation letter together with electronic voucher(s) would be sent to you. Please ensure you use the correct email address for the recipient and check your spam folder for incoming mail.

3. How do I use the electronic voucher(s)?

Please arrive COCO at the designated date and time period as stated in the voucher and present the electronic voucher prior to picking up their order(s).

4. How secure are the electronic voucher(s)?

Each voucher has a unique voucher number, which is clearly printed on each voucher. This code is your guarantee of a genuine gift voucher. Each voucher must be presented at the Hotel when voucher is being redeemed. Once your voucher has been redeemed, the unique code is rendered invalid.

5. Can I use more than one voucher at a time?

Yes. You can use more than one voucher at a time.

6. Can I request a tailored made cake?

In case the available pastries do not match your preference, please feel free to contact COCO Team at [email protected] for any custom made pastries based on your request.

7. Can I add a chocolate plate on my cake?

A free chocolate plate given upon cake of 1lbs or above, free choice of word, maximum 16 Chinese words or 20 bilingual words/letters or 30 letters, including punctuation marks & space; Emoji characters are not supported. Any extra chocolate plate would be charged and please contact COCO team for assistance.

8. If I fail to pick up the pastries on the chosen date and time, can I collect the order(s) on another day?

Cakes will be discarded at the end of date of pick up if customers fail to collect your order(s).

9. Can I change the order(s) once the payment is made?

No cancellations or amendment are allowed for confirmed order.

10. Who can I contact if I am having trouble using a voucher(s) or information about pastries?

For enquiries about our pastries or voucher(s), please contact COCO team at [email protected].

11. What is the transaction currency when we pay the order with UnionPay card?

When you pay the order using a UnionPay card, the amount in the transactional currency is converted into U.S. Dollar based on the transaction day's exchange rate and deducted from your UnionPay card.

It is your responsibility to ensure you choose a voucher suitable for your intended recipient, and The Mira Hong Kong will not be liable to offer a refund if you purchase a voucher but its restrictions render it unsuitable for the recipient.

Please see our Terms and Conditions for more information.