Frequently Asked Questions

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.

If you are not receiving receipts or email from Lalamove, please check your email account’s spam or junk folder. If you find Lalamove emails there, mark them as ‘not junk’ so that future Lalamove emails will arrive in your inbox.
"You can update your email to receive receipts anytime:

• Select ‘Settings’ from the app menu.
• Tap on ‘Edit’ next to your email address.
• You have the option to edit your email address.
• Tap ‘Update’ when you’re done

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.

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

Payment will be updated and you are ready to go.

1.Redeem promo code
Open Lalamove App--"Wallet "--"Lala coupons"--Enter promo code to redeem.

2.Select Lala Coupons
-set your pickup location and delivery location
-select vehicle and additional services
-add more order details
-check out your order price
-select Lala Coupons and payment method

• 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 ‘Deliver Now’ or ‘Scheduled (>20min)’ depending on when you want to schedule your delivery
• Price will be shown at the bottom of the page

• 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.

• 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 favorite drivers first’. If your favorite drivers are not online at the moment when you tap on the toggle, you would 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.

Before your order pickup time, your app provides an ETA for when your driver should arrive at your pickup location.

After your driver has picked up the items, your app provides an ETA for when your driver should arrive at the final drop off location.

Please note that ETA times are estimated and not guaranteed. A variety of factors like heavy traffic and bad weather can impact travel time.

If you like to edit details on your order, you can make a call to our customer service 3701 3701 at working hour.

If you like to contact your driver for an order, you can go to select the order from ‘Records’ in the app menu. Tap on ‘Call Driver’ to call the driver.

You can cancel a trip before or after you have been matched with a driver but a cancellation fee will only apply if the driver is already on his/her way for the pickup.

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.  When the driver arrives at your pickup location, confirm that the driver matches with photo and plate no. of the driver on the app. Driver will often ask your name before picking up the items.

If you like to cancel an order, you’ll have to call our customer service at 3701 3701 to do a cancellation. You may be charged a cancellation fee.

Yes you have to. 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

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

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 entered the pin number sent via text, you’ll be able to use your app to place an order.

For corporate account, please visit here or email to 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.

Sure! Lalamove can transport goods from documents to huge bulky furniture or commercial goods.
Same day courier, van delivery, and lorry booking are our specialty!

Lalamove delivers to anywhere in Hong Kong except for Islands district areas.

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

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

Max dimensionsfor walker: 40cm (L) x 40cm (B) x 40cm (H)
Weight limit: Within 10KG
Examples of delivery:Door-to-door delivery for small goods

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

Max dimensions of  van: 182cm (L) x 121cm (B) x 121cm (H)
Weight limit: Within 700-800KG
Examples of delivery:Multi-item delivery, large and bulky goods and furniture

Max Dimensions of 5.5 ton truck: 450cm (L) x 195cm (B) x 195cm (H)
Weight limit: Within 800-1200KG
Examples of delivery:Furniture, home appliances, business logistics

Max Dimensions of 9 ton truck: 600cm (L) x 180cm (B) x 180cm (H)
Weight limit: Within 3000-3500KG
Examples of delivery:Home moving, office moving, business logistics