When will the merchant deliver the items？
Ans: If your items are delivered directly by the merchant, after placing an order, the merchant typically confirms your order within 3 days and then arranges for delivery to your delivery address. Since each merchant is different, the actual delivery time may vary depending on the merchant, and will be calculated based on the selected items in your order and the respective merchant's shipping schedule. You can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details".
When will my order arrive? How can I check merchant-delivered orders/items?
Ans: Since each merchant is different, the actual delivery time may vary depending on the merchant, and will be calculated based on the selected items in your order and the respective merchant's shipping schedule. You can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details".
Merchant Delivery Service Areas and Coverage / Do merchants deliver to remote areas and outlying islands?
Ans: For Merchant Delivery items, the merchant will contact you for the delivery arrangement after the order is confirmed and will deliver the items to you directly.
Please be reminded that merchant delivery service may not cover remote areas (such as Ma Wan, Mui Wo and Kam Tin), or additional charges may be applied for delivery services to remote areas. You may refer to the related delivery information in the “Remarks” session on the merchant store page or product description page.
How can I find the merchant's contact details?
Ans: You can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details".
I have not heard from the merchant after placing my order. What should I do?
Ans: Since the items are directly delivered by the merchant and we may not have direct involvement, if your order is not confirmed by the merchant within 3 days from the date of purchase, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
I entered the wrong delivery address. Can I change it?
Ans: Since the items are directly delivered by the merchant and we may not have direct involvement, if you need to change the delivery address after placing your order, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
Can I change the delivery date/time?
Ans: Since the items are directly delivered by the merchant and we may not have direct involvement, if you need to change the delivery date/time after placing your order, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
The merchant stated that the item has been dispatched, but I still haven't received it. Is it lost? I cannot apply for a refund either. What should I do?
Ans: Since the items are directly delivered by the merchant and we may not have direct involvement, if the order has exceeded the original delivery date, but you have not received the items or received any follow-up from the merchant, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
Can I return or exchange the item if there is a problem with it?
Ans: Since the items are directly delivered by the merchant and we may not have direct involvement, if you have received the items and discovered problems, requiring a return, exchange, or replacement, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
When should I contact the merchant directly?
Ans: If your order encounters any of the following situations, you can log in to your HKTVmall account, go to "My Orders", select the specific order you want to check, and view the order status under "Delivery Status & Product Details", and directly contact them to arrange and follow up.
- The merchant has not confirmed your order within 3 days from the date of purchase.
- You need to change the delivery address, delivery date/time, recipient, contact phone number, etc. after placing the order.
- You have inquiries regarding other delivery-related issues.
- The order has exceeded the original delivery date, but you have not received the items or received any follow-up from the merchant.
- You have received the items and discovered problems, requiring a return/exchange or replacement.
What should I do if I cannot contact the merchant or if the merchant does not reply?
Ans: If your order encounters any of the following situations, you may go to live chat for us to provide further assistance and follow-up:
- Unable to successfully contact the merchant through the provided contact methods within the "Order History" section.
- The order status shows as "Delivery Completed" but you have not received the item(s).
- The merchant did not specify any additional delivery fees in the product description but charged extra fees during delivery.
How is the delivery fee calculated for merchant delivery?
Ans: Since each merchant's calculation method may vary, the actual delivery fee for merchant delivery will be calculated based on the selected items in your order and the respective merchant's shipping schedule.
It is recommended that you visit the merchant's homepage or refer to the "Remarks", "T & C", and "Delivery/Return" sections on the product detail page to understand the relevant delivery arrangements. This includes information such as the delivery arrangements for remote or restricted areas, delivery regions and time schedules, and after-sales services.
Why does the merchant charge a delivery fee upon delivery?
Ans: If the merchant did not specify any additional delivery fees on the product description, but charged extra fees during delivery, please reach out via our live chat.