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FAQ

 

FAQ

 

How to create an account?

How to change my account information or cancel membership?

I forgot my ID and password! What should I do?

How to subscribe and unsubscribe to Newsletter?

How to place an order?

How to change or cancel my order?

How to search for a product?

How can I know this product fit me?

How to get cash points or coupons?

How to get my products?

Are there any areas in Hong Kong that you do not ship to?

How much is delivery fee?

Do you ship overseas?

How to pay?

How to return a product?

How can I get the refund?

I cannot browse your site. What should I do?

 

 

 

 

How to create an account?

-       Click “Register” located on the top middle at every page of our website. Fill in your personal details such as your name, e-mail address (make sure you type it correctly!), telephone number and address. Choose “subscribe to our newsletter” to get the most updated information and promotion of our shop! Remember to read our Privacy Policy. Click “Continue”. Make sure you see “Your Account Has Been Created!” and you are now one of our members!

 

How to change my account information or cancel membership?

-       Login your account. Click on your name which will appear on the top middle at every page. You can see “My Account” page. The first row will be “Edit your account information”. Open the link to edit your information. Be sure you click “Continue” at the bottom of the page to save your changes.

-       You can also change your login password and modify your address book inside “My Account” page.

-       You may withdraw from membership at any time by sending us an e-mail through here. You will lose your membership qualification once we receive your request for withdrawal of membership.

 

I forgot my ID and password! What should I do?

-       Click “Forgotten Password” below “Password” at the login page. Enter your registered e-mail address and click “Continue”. You will see “Success: A new password has been sent to your e-mail address.” and check your e-mail inbox!

 

How to subscribe and unsubscribe to Newsletter?

-       Choose subscribe or unsubscribe to Newsletter upon registration or in “My Account” page.

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How to place an order?

-       Once you completed the member registration, login to your account. Choose your favorite items and place them into your shopping cart. Double check your shopping cart that there is no mistake and click “Checkout”

-       Confirm your billing details and delivery address. Select delivery method and payment method. Once again, confirm the color, size and quantity of your orders because you will not be able to make any changes or cancel your orders!

-       Click “Confirm Order”

-       To pay through PayDollar using your credit cards, page will jump to PayDollar’s website. Follow the instruction and finish the payment.

-       After the payment is finished, you will see “Your Order # Has Been Processed!” and a verification e-mail will be sent from us to confirm your order.

 

How to change or cancel my order?

-       You cannot cancel or change your order once it has been completed. Please make sure the details of your orders are correct before you checkout.

 

How to search for a product?

-       Check the left column on the front page. You can find our new arrivals, re-arrivals and sales items. Also, you can search by category, brands, color and price. Look for your favorite items by sorting results using these search criteria.

-       You can also use our “Advanced Search” on the top left hand side of every page in our shop.

 

How can I know this product fit me?

-       You can check our size guide here. Measure your most comfortable clothes’ size and compare with our size guide. Keep the clothes horizontally on completely flat base when measuring.

-       Please note that measurement error of 2-3cm may occur.

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How to get cash points or coupons?

-      You can earn cash points for every purchase at our shop. For every HKD 100, you will be able to get 1 cash point.
Example: HKD 450 = 4 cash points
Example: HKD 1,890 = 18 cash points
Example: HKD 3,250 = 32 cash points
You can use 50 cash points as HKD 50 on your next purchase. Your cash points will not expire. When you return your product, related cash point earned will be automatically cancelled.
You will be able to get your cash points once we shipped your order. You can view your current cash points here.
All sale products do not offer cash points.

-      Coupons are issued occasionally through different measures, for examples, Facebook, magazines, or any promotions. You can only use one coupon in one order.

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How to get my products?

-       We use SF Express service for delivery inHong Kong, Macau, Taiwan and the Mainland China, we use SF Express for delivery. For more details please see here. You will receive your order in 2 working days when order arrived in Hong Kong (excluding Saturday, Sunday and public holiday of Hong Kong SAR).

 

Are there any areas in Hong Kong that you do not ship to?

-       Our courier does not deliver to outlying islands except Tung Chung, Ma Wan and Discovery Bay, and restricted areas like Sha Tau Kok and Lok Ma Chau. Please see here for details.

 

How much is delivery fee?

-       For delivery to Macau, Taiwan and the mainland China, we will ship orders by SF Express and provide a flat rate of delivery fee.

Regions

Delivery Fee

Estimated time of Arrival

Macau

HKD 40

1 Working day

Southern China

HKD 50

1 – 2 Working days

Eastern China

HKD 60

1 – 2 Working days

Northern China

HKD 70

1 – 2 Working days

Taiwan

HKD 70

1 – 2 Working days

 

Do you ship overseas?

-       Yes! We ship to areas outside Hong Kong. However, delivery fee will be charged to you. We ship products via EMS (Express Mail Service) overseas. See here for shipping cost.

-       Usually it takes 1 – 10 days to deliver by EMS. Please see here to check your estimate delivery days.

-       The fee is calculated based on the volumetric weight of the parcel. The volumetric weight is calculated as follows:

Length (cm) x Width (cm) x Height (cm) ÷ 6,000

eg.) 45cm×25cm×15cm, actual weight 2 kg

→Volumetric weight will be 45×25×35÷6,000=2.8125kg, so the fee will be calculated for the weight of 3 kg.

We will inform you about the finalized delivery fee, so please wait for the confirmation mail. The fee will vary depending on the size and weight of the items. It may take us several days to finalize the actual delivery fee. Thank you for your patience.

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How to pay?

-        We only accept PayDollar for your payment. You can pay with AliPay, VISA and MasterCard.

-       Other than the cost of the products, delivery fee will be charged to you. If you are overseas customers, you may have to pay for any extra customs and duties.

-       Only the cost of the products is displayed on the site. Please see here for local Hong Kong and overseas delivery fee.

 

How to return a product?

-       If you receive product that is defective, wrongly delivered, or other reasons caused by us, please contact our customer service team  within 7 days of receipt. We will verify your product and notify you by e-mail for return. You may need to return your products to our shop directly or use any postal service to send it back to us.

-       However, we do not accept returns in the following cases:

i.         Product you have had in your procession for 7 or more days.

ii.       Product that you have used or washed

iii.     Product without statement of delivery, tags and original packaging

iv.      Product that deliberately damaged

v.        Underwear, lingerie and swimwear due to hygiene reason

vi.      Without any advance contact with our customer service team

vii.    Sale items

How can I get the refund?

-       After receiving your return product, we will inspect your product and confirm it is eligible to refund on the next working day (except Saturday, Sunday and public holiday of Hong Kong SAR). Refund will be processed within 6-8 weeks.

-       You need to pay the return shipment cost first when returning a product. We will refund it together with original delivery fee, handling fee and cost of return product. Please note that original delivery fee and handling fee will not be refunded if you only return your order partially.

 

I cannot browse your site. What should I do?

-       If you cannot browse the site, you may need to update your web browser.

[Windows]

Internet Explorer 8 or above

Firefox

Google Chrome

[Macintosh OSX]

Safari

Firebox

Google Chrome

[Recommended Monitor Resolution]

1024 X 768 Pixels or more

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