FAQ

icn_banner_faq-01
You are in...
Corporate Account
Why should I join as a corporate member?

We’ll help you save more with unbeatable corporate perks and rewards, whenever you sign up or top up! Read more about our corporate benefits.

Corporate clients also receive free account management services, as well as ongoing support from our sales and customer service teams.

Business Account
How do I sign up as a corporate member?

Be our corporate member by setting up a business account! Sign up today!

Business Account
Can Lalamove handle large volumes of orders?

Yes! We help lots of businesses with large quantities of deliveries. If you're looking for automated solutions then our API technical solution seamlessly links our delivery software with your systems to automate the scheduling of orders.

Tell us more and our friendly and professional sales team will be in touch with you shortly.  

General
What are some features that can help boost my delivery and business?

Reduce operational costs:

Without your own fleet of vehicles and team of drivers, you get to save on the cost of purchasing vehicles, the maintenance fees and overheads that come with employing drivers on a full- or part-time basis. Save more when you deliver only when you need to!

 

Save hassle with API (Application Programming Interface)

Forget about submitting your orders manually to us. Our automated system links your interface with ours, so that orders can be processed when they come in, 24/7!

Business Account
Does Lalamove support my industry?

Lalamove helps businesses from a wide variety of industries with their delivery needs. From F&B and eCommerce to retail, furniture, construction and many more, we've got the delivery solutions and the fleet of vehicles on standby that you need to help grow your business. 

Business Account
How can my team stay coordinated when using Lalamove delivery?

Multiple users can be tagged under one corporate account, keeping everyone on the same page with transparent access to information.

Business Account
Will order receipts be issued? How will they be issued?

Yes, if you have provided us with an email address upon registering in the app, you will automatically receive an e-receipt each time you complete an order. In addition, monthly statements will be issued to keep things organised for your finance team and audits.

Making an order
Will I receive an update when my delivery has been received?

Yes! Our e-signature feature provides a proof of delivery, allowing you to know immediately when your recipient has received the items and signed.

General
What is Lalamove?

Lalamove is a 24/7 on-demand delivery app that provides reliable, effective, and affordable delivery solutions. Through dedicated mobile and web apps, Lalamove seamlessly connects users and drivers across the whole of Hong Kong to deliver faster!

General
Where does Lalamove deliver to?

Lalamove delivers to Hong Kong, Kowloon, New Territories and Lantau Island. Input the delivery details in the app and instantly find out the total cost before you decide to place the order.

General
When can Lalamove deliver?

Lalamove operates 24/7 to best serve your needs. We specialise in on-demand delivery and same day courier service, matching you with nearby drivers in just a matter of seconds. 

Use Lalamove to handle all your express and urgent deliveries, anytime of the day.

Making an order
Can I track my order?

With our live tracking feature, Lalamove allows you to track every order as it makes its way to the destination. See where your driver is in real time and get notified instantly when the delivery has been completed. 

You can even send the tracking information to your customer, so they know the delivery status and the estimated time of arrival. 

Making an order
Can I get e-receipts on my orders?

Yes, if you have provided us with an email address upon registering in the app, you will automatically receive an e-receipt each time you complete an order. 

Don’t need e-receipts? Simply deactivate them by clicking ‘Edit Profile’ in the app and toggling the e-receipt option.

Making an order
Does Lalamove deliver large, bulky or odd-sized items?

Yes, we do! Lalamove transports all types of goods from simple documents and valuable items, to large, bulky furniture or household appliances.

Making an order
Do I need to place my order in advance?

Lalamove takes away the stress of planning in advance. Deliver anytime you want, whenever you need! If you do want to place an order in advance that's fine too. Schedule a same-day delivery or place an advance order up to 30 days away. 

Making an order
I’m too busy, is Lalamove able to help me buy and deliver my items?

Yes! We provide a help-to-buy service and charge based on the total purchase amount below:

Purchase amount below $350

HK$10

Purchase amount between $351-650

HK$15

Purchase amount between $651-1000

HK$20

Purchase amount between $1001-1500

HK$25

Purchase more than $1500

HK$40

Making an order
Is it possible to cancel my order? Are there any penalty fees?

If the delivery has been confirmed by the driver and a cancellation is made while the driver is on the way to the location or when the driver has already reached the location, 50% of the order fee charge will be applied.

Payment
How much does Lalamove charge?

Each order is calculated based on your requirements for that order, such as the vehicle type, add-on services, and also the distance between your pick-up and drop-off locations.

You can find a simple guide here and more detailed pricing information here.

Payment
What payment methods are accepted at Lalamove?

Pay the driver the exact amount in cash after the completion of order, or go cashless with your Lalamove e-wallet for an easy and fuss-free transaction! 

General
Could I join Lalamove part-time?

Lalamove is an on-demand delivery app that matches drivers to customers. Drivers can get online anytim, to view and  take the orders that they wish to deliver. 

General
How much can I earn per week with Lalamove?

Our best performing car drivers are able to earn on average $1,500 weekly.

General
What do I have to do during the registration process?

Simply key in your details on our webpage and choose a virtual training session.

General
How many days would it take for me to start earning?

Your account will be verified within one working day after the training is completed and the deposit has been received.

Vehicle
My vehicle isn’t listed here. How can I drive for Lalamove?

Owners of vans, trucks, and motorcycles are all able to join and make deliveries with Lalamove.  Don't own a vehicle? You can also choose a "walker" to make deliveries on foot.

Vehicle
I own multiple vehicles. Can I attach them all to my driver profile?

You are allowed to open more than one account with Lalamove if you own multiple vehicles. But you may only register one vehicle per account.

Vehicle
Can I deliver with Lalamove without owning a vehicle?

Yes, you can join as a "Walker".

Vehicle
Can I share the same vehicle with my friends with two separate accounts?

No,  a vehicle can only be registered to one Lalamove account.

Documents
What information and documentation are required for registration?
  1. Hong Kong ID card
  2. Valid Driver License
  3. Vehicle Photo 
  4. Vehicle Permit
  5. Vehicle Registration Document
  6. Profile picture
Documents
Will my documents be safe?

Yes, we do not sell, trade or otherwise transfer  to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe the release is appropriate to comply with the law, enforce our website policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Training
I have scheduled my training but I am unable to attend. How do I reschedule?

Please re-schedule the training time in advance via the Lalamove driver app.

Training
What is the difference between online training and in-person training?

Online training can be done virtually without needing to attend an in-person training session.  For those that would prefer to join face-to-face training sessions, experienced staff will offer an in-person training session which may take around one hour to complete.

Payment
Does Lalamove charge any fee to verify the account? If yes, how much?

A deposit of $300 is required, and a prepayment of $100 is required to pay the order commission or monthly fee deduction.

Payment
Why do I need to make a deposit? Is the deposit money refundable?

$400 for entry fee includes $300 for deposit and $100 top up to your e-wallet.

Payment
Once verified, how do I cash out my payments?

After verification, you can cash out your earnings to a bank account via the Lalamove driver app. The requested cash out amount will be paid within 14 working days. Remember to enter the correct bank information in the Lalamove driver app before cashing out from your e-wallet. 

Registration
What is Platform Account and Program Account?

Platform Account refers to the account you registered when you first joined as users with Lalamove. Program Account refers to the account you registered when Lalamove users agree to join as members of Lalamove Rewards.

Registration
Do I need to download another App to join Lalamove Rewards?

Do I need to download another App to join Lalamove Rewards?

No. Follow the below simple steps and you can join Lalamove Rewards:

1) Login to the ‘Rewards’ page through either Lalamove Mobile App or Web App

2) Read and accept the Terms and Conditions of Lalamove Rewards

3) Click ‘Join Now’

You can now start earning LalaPoints.

Registration
If I have a Lalamove user account, do I need to create another account to start earning LalaPoints?

No. Just login to the Lalamove Mobile App or Web App, read and accept Lalamove Rewards Terms and Conditions in the ‘Rewards’ page. You can now start earning LalaPoints.

Registration
Can I earn and redeem LalaPoints if I don’t have a smartphone?

Yes. You can login to the ‘Rewards’ page through our Lalamove Web App by using a computer or laptop to earn and redeem LalaPoints.

Registration
How old do I have to be to join the Lalamove Rewards?

You must be at least the age of 18 to join the Lalamove Rewards.

Registration
Do I need to pay an admission fee to start earning LalaPoints?

The program is free to join. No need to pay for any admission fee.

Lalamove Rewards
Where do I need to be resident to earn LalaPoints?

At present, Lalamove Rewards is only applicable to Hong Kong and you can earn LalaPoints only if you complete orders by a registered Hong Kong mobile phone number.

Lalamove Rewards
How do you protect my privacy and personal details?

We have a very strict policy on privacy, and your personal details are treated with the utmost confidentiality. Our Terms & Conditions and Privacy Policy outline why we need your personal information and how we will use it, please visit our website www.lalamove.com/privacy-policy for details.

Lalamove Rewards
How can I contact you?

You can chat or mail us at info.hk@lalamove.com or contact us at 3701 3701.

About Rewards
What is a reward?

“Reward” is the overall term for a cash coupon, any discount offer or item available in the Lalamove Rewards catalogues (for example, cash vouchers and physical gift)

About Rewards
Where can I find rewards?

Either tap the rewards button in the Lalamove Mobile App or Web App or scroll through the rewards that show on the App. You can also filter your rewards by category – just select the relevant category to see all the rewards under that category.

About Rewards
Does the reward expire?

Validity periods for rewards vary. Each reward is subject to its terms & conditions, which you’ll see in the offer details before redeeming your LalaPoints.

Earning LalaPoints
Where can I check my LalaPoints balance?

In the Lalamove Mobile App or Web App, in the ‘Rewards’ page, you can view your LalaPoints balance. By clicking on the LalaPoints balance, you will be able to view your LalaPoints history records.

Earning LalaPoints
Can I use more than one cash coupon in the same order?

Each reward is subject to its specific terms & conditions, which you’ll see in the offer details before redeeming your LalaPoints.

Earning LalaPoints
Will I get change if my order is less than the value of my cash coupon?

No, your entire cash coupon must be used in the purchase, so make sure the purchase price is equivalent to or more than your coupon value. If the purchase price is less, you can still use the cash coupon, but you will forfeit the difference in value.

Earning LalaPoints
Is there an expiry date on cash coupons?

Yes, every cash coupon has an expiry date which you’ll see in the offer details before redeeming your LalaPoint.

Earning LalaPoints
I have redeemed a reward but it hasn’t appeared in my Lalamove Rewards Program Account. What should I do?

Cash coupons and other rewards should appear in your Lalamove Web App or Mobile App immediately. If you can’t find your cash coupon, please get in touch, through Contact us

Earning LalaPoints
How do I earn LalaPoints?

Once you have read and accepted Lalamove Rewards Terms and Conditions in the ‘Rewards’ page, you can use your Lalamove account to accumulate LalaPoints. You can earn LalaPoints for every order you place. Upon completion of each order, LalaPoints will be automatically created to your Account within 48 hours.

Earning LalaPoints
How many LalaPoints do I earn?

You will earn 1 LalaPoint for every HK$1 you spent on any completed order. You can also check out our ‘How to Earn LalaPoints’ section in our official website. Please note that additional service fee is not qualified for LalaPoints. See our Lalamove Rewards Program Terms and Conditions for more information.

Earning LalaPoints
How long will my LalaPoints stay with me?

LalaPoints will expire on a rolling 18 months period, for example, all LalaPoints earned on January 1, 2021 will expire on July 1, 2022 if not redeemed. In addition, if your Lalamove Rewards Program Account is inactive for consecutive 18 months (by inactive, it means that you have not accumulated any LalaPoints for a consecutive of 18 months) Lalamove has the right to cancel your Lalamove Rewards Program Account (with or without notice). You are free to register as Lalamove Rewards members again if you wish to rejoin the program.

Earning LalaPoints
Can I earn LalaPoints if I am placing an order from the corporate account wallet?

No. You could not earn LalaPoints using a corporate account. You can use your personal Lalamove account to place orders to earn LalaPoints.

Earning LalaPoints
Can I earn LalaPoints if I place an order through calling the call centre hotline?

No, you can only earn LalaPoints when you place an order via Lalamove Mobile App or Web App. Our call centre agent is happy to assist you with how to use it.

Earning LalaPoints
Do I earn LalaPoints when paying with a discount coupon code?

Yes but if you place an order with a gift and discount coupon code, you cannot earn LalaPoints for the discounted amount.

Earning LalaPoints
Can I still get my LalaPoints if I haven’t accepted the Lalamove Rewards Program Terms and Conditions?

No. You can only earn LalaPoints after you have accepted Lalamove Rewards Program Terms and Conditions. We can’t help you to reclaim the LalaPoints if you haven’t done so.

Earning LalaPoints
Can I buy extra LalaPoints?

No, you can only earn LalaPoints on every completed order.

Using LalaPoints
Can I share my LalaPoints with other members?

No, LalaPoints cannot be shared among other members.

Using LalaPoints
Can I exchange LalaPoints for cash?

No, LalaPoints cannot be exchanged for cash.

Using LalaPoints
What happen to the LalaPoints earned and eventually I have got a refund from a completed order?

When Lalamove processes your refund of an completed order, the LalaPoints relating to that order will automatically be deducted from your Lalamove Rewards Program Account. Lalamove reserves the rights of final decision.

Using LalaPoints
I have completed an order and settled the payment, but my LalaPoints seem to be missing or I have fewer LalaPoints than I expected. Why?

There are few reasons this might happen:

Situation 1: It could be that you forgot to click join and accept the Lalamove Rewards Program Terms and Conditions before placing the order.

Situation 2: Some LalaPoints will only be posted to your Lalamove account according to the offers’ terms and conditions. For example, the eligible redemption period.

Situation 3: If you are a frequent user of Lalamove, please wait to check your LalaPoints balance and transactions as it may take up to 48 hours to show in your Lalamove Rewards Program Account. In some circumstances, there may be a delay in updating your LalaPoints balance, but Lalamove will endeavour to reflect the latest balance as soon as possible.

Situation 4: Some orders are not eligible for earning LalaPoint. Exceptions include cash top ups to your wallets and all additional service fees (except priority fee) like tunnel fees etc.

Using LalaPoints
How do I use my LalaPoints?

You can use your LalaPoints to redeem for Lalamove coupons and a whole range of exciting rewards that you’ll be able to see on the ‘Rewards’ page of Lalamove Mobile App and Web App.

Using LalaPoints
How do I redeem my LalaPoints for cash coupons?

If you redeem your LalaPoints online for cash coupons in the Lalamove Mobile App or Web App, you’ll receive your discount coupon code or QR code instantly and can use it straight away with any of our Participating Establishments.

Promotion
Can I share my offers?

No, the offers we send to you are tailor-made to you only. Other members may not receive the same offer and hence, earn the same amount of LalaPoints as you do.

Promotion
How do I make sure I didn’t miss out on the best offer for me?

Check our offers every day at Lalamove Mobile App and Web App and turn on your App notifications to get our most up to date offers.

Promotion
How do I earn bonus points?

Watch out for our latest news via www.lalamove.com.hk, Lalamove Mobile App and the ‘Rewards’ page. We will share news on earning bonus LalaPoints from time to time. Eligible bonus LalaPoints will be automatically credited to your Lalamove account.

Promotion
Can I return a reward?

No. Once you’ve redeemed your LalaPoints for a reward, it’s non-refundable. Please make sure you read the Lalamove Rewards Program Terms and Conditions and the specific terms and conditions for each particular reward before redeeming your LalaPoints.

For LalaClub Member Only
As a LalaClub member do I still need to join and accept Lalamove Rewards Program Terms and Conditions to earn LalaPoints?

The LalaClub program is discontinued, so you’ll need to join the Lalamove Rewards to start earning LalaPoints. Lala Dollars will not be transferred to Lalamove Rewards.

For LalaClub Member Only
Do Lala Dollars and LalaPoints have the same value?

No. LalaPoints are faster and easier for redemption. At the same time, Lala Dollars will not be transferred to Lalamove Rewards.

Ready to go?

Download our app now to get your deliveries going places.