1. If the product is damaged, can it be maintained?
Please check whether there is a warranty laser sticker in the packaging box first, different products have different warranty periods. Customers can inquire about the warranty period at ourinformation center. If during the warranty period, customers need to bring the warranty stickers, purchase orders, and products to our company for inspection,our RMA team will check the product and decide to arrange replacement or send them to the factory for repair according to the damage.
2. Can the order be canceled after payment?
Once paid, the customer cannot cancel the order on their own.
3. Why did the payment fail?
Here are some common conditions:
- Invalid card information
- Card lost
- Card expired
- 3D Secure authentication failure
- Connection failure, etc.
If the payment for a credit card order fails, the page will directly jump back to the checkout page, and an error message will appear. The shopping cart items, purchaser, and delivery information will be saved. Customers only need to enter the credit card number again (given that the card can be accepted by the bank's authorization) to re-submit the order.
4. When will a refund be issued?
After confirming that the items purchased by the customer are out of stock, the online store will issue a refund, and the customer does not need to pay a processing fee. Once completed, the payment status will show as “Refunded”.
If customers pay using the following methods, please note:
- SHOPLINE Payments (Credit Card): Refunds will be received within 2-4 weeks of payment processing. The actual refund arrival time may vary depending on the bank's processing procedures.
- SHOPLINE Payments Alipay: According to Alipay, it may take 14 working days for the refund to be credited to the account, which can be viewed in the Alipay account.
- Bank transfer / ATM / FPS: Our company will send FPS to the customers, which will take 1-2 working days.
5. Why does SF still charge the shipping fee even though the shipping fee has been paid on our website?
Customers who choose to use SF Locker for pickup and fail to complete the pick-up within the first 24 hours of the SMS,will be charged HK$10 for every 24 hours thereafter. Fees will be accrued ona 24-hour basis.
6. Where can I check the progress of my order and shipping?
- For customers who choose to pick up their order, we will notify the customer in [ order ]👉🏻 [ Shop and Customer Comments ] that the product is ready for pickup, please turn on the notification.
- For customers who choose SF, we will provide the tracking number in the [ order] 👉🏻 [ Shop and Customer Comments ]. Customers can track the shipment through the SF Express website or App.
