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FAQ & Shipping

Shipping Information

Delivery Times & Costs

ONLINE mainly ship to Hong Kong and Mainland part of China currently. For other Asian countries, the delivery time and cost depends on various conditions.

Important information

1. Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you

2. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum

3. Our delivery time starts from the moment an order is accepted and includes 3 days of time where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 5 days for shipments to be dispatched

4. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers

Free Shipping

ONLINE runs no free shipping promotion.

Insurance

ONLINE insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by ONLINE and transfer of responsibility in the same way.

Custom Duties and Taxes

Custom Duties and Taxes are calculated according to your shipping destination and itemized on the Order Summary page.
This means that when you purchase those items from the stated shipping destination below, import taxes and duties will be calculated for you upon checkout. There will be no additional costs incurred by the customer when receiving the merchandize from ONLINE.

FAQs

How do I make a purchase?

Shopping at ONLINE is easy:

‧ Use the Women, Men, Accessories, Lifestyle, Food & Beverage and Deluxe button on the top

‧ Once you have found an item, click on the 'ADD TO CART' button on the product page.

‧ Review the items in your shopping bag by clicking the 'SHOPPING CART' link at the top of the page.

‧ Click on 'PROCEED TO PURCHASE' to complete your order.

Do I need to set up an account to place an order?

You need to set up an account to shop in ONLINE to place an order.

And you'll be able to enjoy the following benefits after your registration

‧ Trace back your orders and review past purchases

‧ Preview our new collections through our newsletter

‧ Save your address and card details so you can shop even quicker next time

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

I've forgotten my password - What should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

What payment methods does ONLINE accept and is it safe to use my credit card online?

We accept Visa and MasterCard. All payments are processed through a secure checkout system provided by PayPal.

To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

How can I choose the currency I pay in?

To change the currency, select the country and currency exchange sorting bar at the top right hand side of the screen, followed by your location from the drop down list.

How long does delivery take, and how much will it cost?

For information on delivery and shipping charges to your destination, view our Shipping Information

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from ONLINE to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorize for packages to be delivered without a signature.

How much duties and taxes will I have to pay?

Taxes and duties are calculated according to your shipping destination. The total on the order summary page will then show you a breakdown of the costs.

Does ONLINE ship to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

When do you deliver?

We deliver on Monday to Friday from 10am to 7pm.

Can I change or amend my order once it has been placed?

Before your purchases have been prepared for dispatch we can cancel an item or edit your billing and shipping details.

However, we are unable to combine orders or add pieces to an existing order once it has been placed.

If you need to make any amendments, please call customer care on +852 2764 4000 for assistance.

Can I change my shipping address after my order has been dispatched?

Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays receiving your order, we suggest that you provide a suitable shipping address for the specified delivery times.

How can I trace back my order?

Once your order has been dispatched, you will receive an email containing your tracking number to trace back your package.

You can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.

Will I be refunded the full value of my order?

Unfortunately, no refund is provided by ONLINE.

What is the return policy?

We take great pride in our reputation for quality and excellent value. For incorrect items shipped, we have a 14 day return policy upon receipt of order by the customer, subject to the following terms and conditions:

‧ Item must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. All packaging must be unmarked and not defaced in any manner.

‧ Any item that you received with tags attached must be returned with those tags intact.

‧ Items purchased as part of a set or multi-item pack have to be returned as a whole set.

‧ There will be no returns for beauty products due to hygiene reasons.

‧ This return policy does not apply to items which have been stated as Non-exchangeable and Non-refundable on onlinehk.com.hk, including food, wine, travelling package and all fashion items.

All returns will be reviewed first by onlinehk.com.hk and we reserve the right to perform remedies including:

‧ Replacing the product with a new item of the same design and model

How do I return an item?

For all return requests, please email us at cs@onlinehk.com.hk, including your contact details, Order ID and the reason for return. Alternatively, you can reach us at our CS Hotline at +862 2764 4000.
We will inform you once the item has been received and proceed with the return if applicable.