PLACING AN ORDER
- Do you have any stocklists/physical stores?
We sell through our website only; this is how we're able to sell luxury-quality products at a fraction of the price of traditional luxury brands. We know that nothing compares to seeing something in real life though. If you'd like to get more of a sense of a particular product, you can check out our product pages, or search online for other images or videos of our products. You can also contact our team with any questions you have!
- What payment methods do you accept?
We accept Visa, Mastercard, and American Express credit/debit cards on our website through a secure checkout. We also accept PayPal, which has several payment options: Apple Pay, Google Pay and Shopify Pay.
- Can I split the payment across multiple credit cards?
Unfortunately it's not possible to split payment across multiple payment methods.
- Do you offer payment by instalment?
We currently do not offer payment by instalment.
- How do I find products?
There are many ways to find products on Home Express:
Search by product keyword: Enter product keywords in the search bar on the main page, or enter the keywords you want to search in the space on the top of any page.
Refine by: This feature helps you search by product characteristics, price range, stock, offers or categories.
Search by product category: browse all products of that category by clicking the product category you need through the navigation bar at the top of the page.
Search by brand: click 'Brands' in the navigation bar to see all the brands sold online. Click on the brand name to browse all products of that brand.
Search by promotional offer: click on 'Offers' in the navigation bar to view the offers by category or promotion.
- How do I add items to the cart?
Click 'Add ' button below the product, or click on the product to view product details, select quantity, and click 'Add to cart'.
- How do I know if my order has been confirmed?
When your order is confirmed, you will receive a confirmation email with your order details. You can also go to 'My Account' > 'Order History' on this website to view your order details.
SHIPPING & DELIVERIES
- Is there a delivery charge ?
You can receive free shipping if you spend HK$200 or more (The total amount after discount/coupon code use).
- Can my Home Express online order be delivered to stores outside of Hong Kong?
Home Express currently only accepts deliveries in the Hong Kong Special Administrative Region.
- How long will it take for my order to be shipped?
When you have checked-out and have completed payment and received the confirmation email, Home Express will send you an email or SMS within 2-5 working days in general to notify you the shipping details. We usually send via SF-Express so you should receive them in one working day after shipment.
Deliveries could be affected due to holidays (e.g. Christmas, Chinese New Year and Easter). Deliveries will be rescheduled if the typhoon signal number 8 or above or the black rainstorm warning is hoisted.
HOME DELIVERY
Areas we deliver to and other delivery conditions
Home Express Home Delivery only applies to Hong Kong Island, Kowloon and the New Territories of the Hong Kong Special Administrative Region. We do not deliver to outlying islands and remote areas. Deliveries are on Monday to Friday 9AM - 8PM; Saturday 9AM - 6PM. No delivery services on Sundays and public holidays.
Delivery service is not applicable for locations in buildings without functioning elevators. If there is no elevator, a surcharge may be added or the courier company may request you to pickup the order downstairs.
If the delivery address is within the area of a village houses/ or small houses, the logistics company usually arranges the delivery at the entrance/ or intersection where parking spaces are available, you will receive a phone call before the delivery.
Customers must confirm receipt of the order electronically. If customers request the delivery to be placed at the door or collected by the management office or reception and consequently results in loss or damage of goods, Home Express will not compensate for it.
- Do you deliver outside Hong Kong?
No, the service scope of Home Express Home Delivery service is currently limited to Hong Kong Island, Kowloon and the New Territories in the Hong Kong Special Administrative Region.
ORDER
- Can I cancel the order?
It is not possible to cancel the order.
- Can I change order details?
After the order is confirmed, ordered products cannot be changed.
- Can I change the delivery address after confirming the order online?
Once an order is confirmed, the delivery address cannot be changed. Should you find your personal information is wrongly placed, please contact us immediately
- What should I do if the goods are found to be inconsistent or damaged upon receipt?
Please contact us via the contact page, whatsapp, or email, within 3 days after receiving your order. We may ask you to provide us with photos. If you are asked to return the products, please use the original packaging to properly pack the items to be returned, put them in the Home Express box, print the return label in the email attachment, and paste it onto the box. Our customer service team will arrange for the courier company to contact you to pick up the items.
Step 6 After receiving the returned product, we will process the refund arrangement immediately. Upon verification, the refund will be made in the same form of payment originally used to make the purchase and to the same account.
The processing time of the refund varies depending on different banks. Typically the refund would take 2-4 weeks from when we receive your returned items.
Please note that if you do not follow the correct return process, or your product does not meet the return criteria, we will not be able to refund you.
Customers who check out as visitors can contact customer service via email
- Will Home Express Online Store provide a receipt for my purchase?
Yes. The invoice will be sent with order ready for pick up/ order delivered email notification. Yes. The invoice will be sent with order ready for pick up/ order delivered email notification.
PRODUCT
- I want to buy a certain product, but I can't find it in the online store
Home Express Online Store is committed to providing customers with a wide selection of goods. As we continue to replenish and update our stocks, more goods will be available online for purchase. If you can't find certain products in the online store, you can contact customer service, or visit a nearby Home Express store to enquire.
- How do I check a product ' s expiry date?
Please pay attention to the details on the packaging on the actual products received.
MEMBERSHIP
- How do I register as a member?
Click "Login or Register" in the upper right corner of the website, select enter "Create an account" and enter your personal information. After you enter your personal information, you will receive an SMS on your phone with a verification code. Enter the verification code to complete your registration.
Please be aware that the email address and telephone number cannot be changed once you've created your account. Please check the information entered carefully when registering your account, and then click "Create an account".
- If I forget my password, what should I do?
Click "Forgot your password" on the login page and enter your registered mobile phone number or email to reset the password. When you enter the mobile phone number to reset the password, your phone will receive a text message containing the verification code. Enter the verification code and the new password to reset the password. When you enter an email address to reset your password, the system will send a password reset link to your email address. Please click the link to reset your password. Previous passwords can no longer be used as a new password.
- I have registered an account, but I can't log on. What should I do?
You may have entered an incorrect email address or password. You can use the "Forgot your password" function. If the problem persists, please contact our customer service department.
- How do I update my personal information?
Go to "My Account"> "Personal Information" to modify your last name, first name and birthday. Email address and phone number cannot be changed. You can go to "My Account"> "Delivery Address" to update the stored shipping address, or add a new address. You can update your subscription options in "My Account"> "Contact Preferences". Update your password by going to "My Account"> "Update Password", and enter your existing password and a new password. Previous passwords can no longer be used as a new password
- How do I check my order status and my past order records?
Go to "My Account"> "Order History" to check the status of your order and details of your past orders.
PAYMENT
- How do I pay?
The Home Express Online Store accepts most credit cards (American Express, Visa & MasterCard), FPS, PayMe, Alipay HK, 支付寶, WeChat Pay...etc. as payment method.
- Can I pay after delivery?
Currently, customers shopping on Home Express Online Store must pay online before delivery. We do not accept cash on delivery.
- The payment is confirmed, but I haven't received a confirmation notification. What should I do?
Under normal circumstances, customers will receive a confirmation email within 15 minutes after the order is confirmed. If you don't receive a confirmation email, please contact customer service to enquire.
