Frequently Asked Questions (FAQ)
If you have any questions while shopping, please refer to the FAQ below. If your issue is still unresolved, feel free to contact our customer service team anytime—we're happy to help.
1. Orders & Accounts
1. How do I place an order?
Browse the products on our website, click "Add to Cart," and once you've finished shopping, go to the "Cart" page and click "Checkout." Fill in your delivery details, choose a payment method, and confirm payment—your order is then successfully placed.
2. Can I modify my order after placing it?
In general, once an order is confirmed it immediately enters processing. If you need to make changes, please contact customer service as soon as possible. We'll do our best to assist based on the order status and stock availability, but modifications cannot be guaranteed.
3. How do I check my order status?
If you have a registered account, log in and view the latest status on the "My Orders" page. If you ordered as a guest, please watch for email notifications or contact customer service.
2. Payment
4. What payment methods are available?
We currently support a range of payment methods, including credit cards, e-wallets and local bank transfers. For details, please refer to the "Payment Methods" page.
5. What should I do if payment fails?
Please first check that your credit card details are correct, your e-wallet balance is sufficient, and your network connection is stable. If the issue persists, try again later or use a different payment method, and contact customer service if it remains unresolved.
3. Delivery & Shipping
6. How is the shipping fee calculated?
Single orders of HK$500 or above enjoy free shipping; orders below HK$500 use a freight-collect arrangement, where the recipient pays the shipping fee directly to the courier upon delivery. For details, please see the "Delivery Information" page.
7. How long does delivery take?
Generally, orders are shipped within 3–7 working days after payment is confirmed. The actual delivery time depends on the courier and the delivery area. During holidays or severe weather, delivery may take longer.
8. Is self-pickup available?
If we offer a store or pickup point, you can select "Store Pickup" or a designated pickup location at checkout. The system will notify you once the goods arrive at the pickup point—please collect them within the specified time.
4. Returns & Refunds
9. Can I return a faulty product?
If the product you receive has obvious defects, damage, or does not match your order, please contact us within the specified number of days after receipt (e.g. 7 days) and provide your order number and photos of the issue. We'll follow up according to our return and exchange policy.
10. Which items are non-returnable?
In general, personal hygiene products, opened food items, custom or personalised goods, and clearance/special-offer items are non-returnable. The actual arrangement is subject to the website's "Return & Refund Policy" or "Terms of Service."
11. How long do refunds take?
Once your refund eligibility is confirmed, we'll process it within a number of working days. Refunds are generally returned via the original payment method, and the actual arrival time depends on your bank or payment platform.
5. Products & Stock
12. Are the products on the website in stock?
Most products marked "In Stock" are generally shipped within normal timeframes. If an individual item is out of stock due to unforeseen circumstances, we'll notify you as soon as possible to arrange a replacement or refund.
13. Will the product photos differ from the actual item?
Due to differences in device screen settings, product colours may vary slightly from the actual item, which is normal. We always aim to reflect the actual product colour as closely as possible.
6. Account & Privacy
14. Do I need to register an account to shop?
Depending on the site settings, we generally support both "Member Checkout" and "Guest Checkout." However, registering as a member makes it easier to view order history, save delivery addresses, and enjoy member offers.
15. How will my personal data be used?
We take privacy protection seriously. All personal data is used only for processing orders, providing services, and contacting you, and will not be sold to third parties without your consent. For details, please refer to our "Privacy Policy" or "Terms of Service."
7. Contact Us
16. What if the FAQ above doesn't answer my question?
Feel free to contact our customer service team through any of the following channels, and we'll get back to you as soon as possible:
- 📍 Address: Flat D, 15/F (Unit 15), Mei Shun Industrial Building, Kwai Cheong Road, Kwai Hing
- 📞 WhatsApp / Phone: 5930 6884
- 📱 Social media: Message us on Facebook / Instagram
* The FAQ above is for general reference only. The actual arrangements are subject to the latest "Terms of Service," "Delivery Information," and related policies published on this website.