FAQ

Creating a Lalamove account requires a valid email address and phone number. You’ll need to create a password and agree to our privacy policy and terms and conditions.

Fill in your first and last name, phone number and email. Once completed, we will send a text message to verify your phone number. Once you have entered the pin number sent via text message, you’ll be able to use your app to place an order.

For corporate accounts, please check here or email info.hk@lalamove.com to enquire more about the setup of a corporate account. A representative will be in touch within 3 working days to answer your queries.

If you are unable to sign up for a new account because your number is already registered, please contact us 3701 3701 during working hours.

If you forget your password, you can reset it at 'Login page > Forgot your password?'. You will have to enter your mobile number or email address associated with your Lalamove account.

If you select the email option, you will receive the email in a few minutes. The email contains a link to reset your password. It is recommended to create a unique password for Lalamove.

• Select ‘Pick up ASAP’ or ‘Later’ depending on when you want to schedule your delivery
• Enter your pickup and drop off locations.
• Select your preferred service type and tap on ‘Next’.
• Enter your name and contact number in ‘Contact Info’ and tap on ‘Check Out’.
• After selecting your payment method, tap on ‘Place Order’.
• Wait for a driver to accept your order.

Go to lalamove.com and log in to your Lalamove account. Our web app also allows you to place orders.

Please refer to the dimensions below to determine a suitable choice of vehicle for your needs.

Walker
Max dimensions : 40cm (L) x 40cm (B) x 40cm (H)
Weight limit: Within 10KG
Examples of delivery:Door-to-door delivery for small goods, food and documents.

Motorcycle
Max dimensions : 40cm (L) x 40cm (B) x 40cm (H)
Weight limit: Within 10KG
Examples of delivery: Fast door-to-door delivery for small goods with our Lalabag to keep items warm or cool.

Van
Max dimensions : 180cm (L) x 120cm (B) x 120cm (H)
Weight limit: Up to 800KG
Examples of delivery: Multi-item delivery, large and bulky goods and furniture.

5.5 ton truck
Max Dimensions of : 450cm (L) x 180cm (B) x 180cm (H)
Weight limit: Up to 1200KG
Examples of delivery: Furniture, home appliances, business logistics.

9 ton truck
Max Dimensions of 9 ton truck: 600cm (L) x 180cm (B) x 180cm (H)
Weight limit: Up to 3500KG
Examples of delivery: Home moving, office moving, business logistics.

• Select ‘Pickup ASAP’ or ‘Later’ depending on when you want to schedule your delivery
• Enter your pickup and drop off locations.
• Select your preferred service type and tap on ‘Next’.
• Enter your name and contact number in ‘Contact Info’ and tap on ‘Check Out’.
• After selecting your payment method, tap on ‘Place Order’.
• Wait for a driver to accept your order.

• Select your preferred service type.
• Enter your pickup and dropoff locations.
• Tap on ‘+’ icon to add more stops.
• Enter dropoff locations.
• Select ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery
• Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.
• After selecting your payment method, tap on ‘Place Order’.
• Wait for a driver to accept your order.

• Advance protection measures for fragile items (E.g. cupcakes and glassware) and items requiring assembly are recommended before delivery on the platform. Lalamove is not liable for damages related to such deliveries.

• If you would like to edit details on your order, you can call the customer service line on 3701 3701 during working hours.

You can cancel an order before or after you have been matched with a driver, however a cancellation fee will apply if the driver is already on their way to the pickup location.

To cancel before a match:
Hold the cross icon till a dialog ‘Are you sure you want to cancel the order?’ appears.
Tap on ‘Cancel Order’.

To cancel within 5 minutes after a match:
Hold the cross icon till a dialog ‘Are you sure you want to cancel the order?’ appears.
Tap on ‘Cancel Order’.

To cancel more than 5 minutes after a match:
If you like to cancel an order 5 minutes after a match, you’ll have to call our customer service 3701 3701 during working hours to cancel the order. A cancellation fee may be required.

• After you’ve matched with a driver, your app shares info about the vehicle and driver for your order.  The driver will often call you to confirm the order details and pickup location.

  When the driver arrives at your pickup location, confirm that the driver matches with photo and plate No. of the driver on the app.

• Once the order has been matched with a driver you will be able to call or send a message to your driver directly through the app.

• Select your preferred service type.
• Enter your pickup and dropoff locations.
• Tap ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery.
• Tap on the toggle for ‘Assign to favourite drivers first’. If your favourite drivers are not online at the moment when you tap on the toggle, you will not be able to select this option.
• Enter your name and contact number in ‘Contact Info’ and tap on ‘Next’.
• After selecting your payment method, tap on ‘Place Order’.
• Wait for a driver to accept your order.
•  

• Users and drivers rate each other after the completion of an order. At the end of each order, you may rate your driver from 1 to 5 stars. Most users give a 5 star rating for drivers unless there was a problem with the trip.

  To make sure that quality is maintained on the Lalamove platform, we review user feedback regularly. Drivers will never see the ratings you give.

When an order ends, we automatically send a receipt to the email address in your Lalamove account. If you aren’t receiving receipts, check the spam or junk folder of your email address and make sure the toggle is turned ON for receiving e-receipts. You can review your email address by selecting ‘Settings’ from your app menu. Tap on the ‘Edit’ button beside your email address to edit it.

Yes. Drivers will pass you the receipt of the parking or toll fee. Do make arrangements before hand with your driver.

Yes. You may take a look at our pricing page for more information about the prices at here.

It's possible to pay with cash or opt for entirely cashless payments with Lalamove. Pay the driver the exact amount in cash after the order has been completed or top up your Lalamove Wallet to pay online.

Learn more about how to use Wallet：

https://www.lalamove.com/hongkong/zh/blog/ewallet2020

Your wallet has to be setup before you can start using it. You can contact us at info.hk@lalamove.com for more information on how to get started.

When your wallet is ready and you want to place an order

• Select ‘Wallet’ above the ‘Place Order’ button.
• Payment will be updated and you are ready to go.

1.Redeem promo code

• open Lalamove App
• click "Wallet"
• click "Lala coupons"
• enter promo code to redeem

2.Select  Coupons

• set your pickup location and delivery location
• select vehicle and additional services
• add more order details
  
• check out your order price
  
• select "Coupons" and payment method

Select ‘Cash’ above the ‘Place Order’ button.

Payment will be updated and you are ready to go.

The Lalamove app operates 24/7 all year round, so you can place an order anytime!
For delivery enquiries, please call our customer service hotline:3701 3701
 
Mon-Fri: 8am-8:30pm
Sat: 8am-8pm
Sun-Public: 9am-6:30pm

Lalamove's services cover Hong Kong Island, Kowloon, and the New Territories. There is currently no delivery service on the Outlying islands.

Yes! Lalamove can transport goods from documents to huge bulky furniture or commercial goods. Same-day courier service, van delivery, and lorry booking are all possible with Lalamove!

1.Set pick-up point and destination to get instant price details

2.Select Walker or Motorcycle, then choose Help Buy under Additional Services

Yes! Just select Van and choose "Pets" as additional service. (A supplemental charge of $10 will be added for the transport of pets)

You could apply in driver app or click to apply now. Sign up to deliver with Lalamove!

For more information about signing up to drive with Lalamove, please visit the link below to introduce you about Lalamove.