Frequently Asked Questions

WEBSITE SECURITY

Your personal details protected by SSL

We have taken all possible steps to secure your personal details by using Secure Socket Layer (SSL) for all transactions involving information passed between your computer and our server. SSL encrypts the data so that no-one will be able to access the data in its original format.

Please note that in the event of unauthorised use of your card, your payment account, you should notify your card centre / payment service provider in accordance with their own procedures.

PRIVACY POLICY

Privacy Policy

  • We are committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong.
  • The information we collect is necessary for the smooth running of an e-commerce website – we’ll only ask for data that we need.
  • We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about our group of companies which we think you may find interesting.
  • Information Security: We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

MY ACCOUNT REGISTRATION

Can I place an order without registering?

Sorry, you may have to register an account to place an order so that we may send you order confirmation & details. However, you can still browse products and everything on our site, add products to cart etc. before you register to purchase.

How can I register an account?

On the top right corner of website, you could click “My Account”>”Register” to register an account by filling out your email address & password. Please be reminded, for security reason, password shall have at least 12 digits, including numbers and characters. You would receive a confirmation email after registration.

What can I do if I forget my password?

If you have lost your password, go to MY ACCOUNT and beside the login boxes you’ll see a link to “Lost your password”. Click on this link and you will be asked to enter the EMAIL address or USER NAME attached to your account, and press the RESET PASSWORD button, then an email shall be sent to your email account to reset your new password.

If you no longer have access to your e-mail address, it is suggested you may have to set up a new account.

If I registered an account but fail to login, what can I do?

You may have entered the email address and password incorrectly when you register. If you forgot your password, please try to reset password. If you still fail to login, please Contact Us by email to info@chiwinghk.com

Can I change my login password?

If you would like to change your password, you could login your account, go to “My Account” > “Account Details” >key in old and new password and confirm new password, then save change.

SHOPPING

How do I select products?

There are several sections to select products you want:

  1. Select “All products” – All Products & categories, including HEALTH SUPPLEMENTS, BABY & CHILD, BEAUTY & SLIM, MEDICINE (CHINESE & WESTERN MEDICINE). Click the selected category and all items under the category will be displayed.
  2. Select “By brand” –Click the selected brand to display the respective products.
  3. Select “By product FUNCTION” –Click on the selected function to display the respective products
  4. Select “By Suitable People” –Click on the selected group people (like Mother, Baby, Women, Men etc) to select the respective products
  5. Select “My Wishlist” – Add your favourite items you regularly buy to [My Wishlist], and you can simply select the items through My Wishlist every time you shop.
  6. “Search” – to search a specific product, type the product name, its brand name or a relevant keyword in the search box located at the top and enter, the search results will be displayed.

How do I add a product to CART?

There are two ways to add to basket:

1) Click “Add to Cart” button located under the product you want to buy

2) Click the product, chose the quantity of product you want to purchase & click “Add to Cart”

How to shop and place an order online?

There are a few simple steps to shop on our website:

1) Go to www.chiwinghk.com

2) Search your favorite products

3) Click “Add to Cart” to add the item to your shopping cart

4) Click “My Account” on the top right corner when you finish shopping.

5) Register My Account (for New User) or Login My Account

5) Enter your delivery details and select payment method

6) Confirm the order and the transaction is completed

How do I know my order is confirmed?

After placing an order, you will receive an “order confirmation” email with details of products that you have ordered. You may also click “My Account > ORDERS” to check your order details.

PRODUCT

How can I find a product?

There are a few ways to search a product:

  1. You may press the “SEARCH” button located at the top right corner & type different keywords or product description to search
  2. You may go to the “All Products” page and filter products by FUNCTION, BRAND, CATEGORIES to find a suitable product for you.

If you still can’t find it, you may send us enquiry by email chiwingco@gmail.com or by Wechat chiwinghk. We are happy to help.

How can I add product to “My Wishlist”?

To create your favorite items list, you will need to login. Click on the product, behind the product photo, press the button “Add to Wishlist”  You can also create or edit your list in “My Account” under “Manage”. If you want to purchase items in the Wishlist, you can just simply click “Add to Cart”.

Could I pre-order out of stock items?

You may contact us to check if the item is available for ordering by sending email to chiwingco@gmail.com or Wechat chiwinghk.

Color of cosmetics & Change of package

We try to accurately display the colors of the cosmetics, but the color you see will be depended on your monitor and may not be the same with actual product.

Sometimes, suppliers change the product package without prior notice, it does not mean that affects the product quality.

WE GUARANTEE ALL PRODUCTS ARE GENUINE.

CHECKOUT

How do I check out?

When you are ready to check out:

  1. Click on the “VIEW CART” icon on the menu bar. The full list of items in your shopping cart will be shown.
  2. Review your selected products or change quantity if needed. If the details are correct, then click [Checkout].
  3. After you select the shipping method & apply coupon (enter the coupon code if you have, if no, leave it blank), then Click “PROCEED TO CHECKOUT” at the bottom of the Cart Totals.
  4. Add or select delivery address and select the payment method
  5. It will direct to payment gateway, input your payment info.
  6. If you have anything need us pay attention when proceeding shipment, you may leave a message at the box “ORDER NOTES
  7. You may need to check the box “I’VE READ AND ACCEPT THE TERMS & CONDITIONS.”, then PLACE ORDER.
  8. You will also receive an email confirming your order in your corresponding email address.

What payment types do you accept?

We accept Direct Bank Transfer, Alipay, Wechat Pay. All products are sold in HK dollar. Exchange rate is defined specifically by each payment gateway provider.

Is it safe for disclosing my payment details and personal info?

Shopping in our website is safe and secure. We use SSL encryption to keep your information safe, and we never keep your payment details nor distribute your personal information to 3rd-party vendors.

ORDER

May I change the order details?

Product information and delivery information cannot be changed once the order has been updated to “Shipped”. If you have realized an error in your order or changed your mind shortly after placing your order, please contact our Customer Service Team at Wechat chiwinghk (9am – 8pm, Monday to Saturday, excluding Public Holidays) and we will try to modify the address or cancel your order accordingly.

What is the maximum purchase limits?

The maximum purchase limits is Net HKD 5,000 per order.

How can I use the eCoupon codes?

If you receive our coupon code, you can redeem it at check-out page by entering the coupon code at step 1 or step 2, then click “APPLY COUPON”

Why I cannot receive order confirmation email?

You could try to find it in the trash mail box. If no, please contact us.

Can I place order across phone or wechat?

If you have difficulty in placing order, please contact us at info@chiwinghk.com or wechat: chiwinghk for assistance.

Why is my phone number required?

This is to facilitate delivery.

DELIVERY

How much is delivery?

Delivery is FREE on all orders with amount over HK$300 for China & Macau & HONG KONG (restricted to commercial area or self- pick up from SF service point for HK delivery).

Order amount below HK$300 shall be charged HK$30 for China and Macau & HK$25 for Hong Kong accordingly per order..

For the rest of the world, as long as we can ship to your country, delivery may be arranged via Fedex Express and charged the freight rate as quoted by Fedex accordingly.

How long does delivery take?

We normally arrange shipment in 48 hours & update shipment details for local customers, except products that are out of stock.

For mainland customers, shipment will be arranged on Monday & Thursday twice a week. Order received on/after Monday, shipment shall be arranged on Thursday except item out of stock. Order received on/after Thursday, shipment shall be arranged on Monday except item out of stock.

When will my order arrive?

Dispatch times may vary for different locations. For HK & Macau, the expected time shall be 3-5 working days. For China, the expected time shall be 5-7 working days.

If your order shown dispatched while not received within the expected time, please check with the local courier by tracking Number. If there is any problem, please contact us for assistance.

How can I Track my Order?

After order dispatched, customer may receive the tracking number.

Customer may track order status by signing in MY ACCOUNT at top RIGHT corner of homepage, at the dashboard, please click “Order” to view the details.

Can order items be delivered to another address other than the registered one?

You can manage your deliver addresses in “My Account” > “Address”. In the checkout process, you can either select the address that you have saved or input the new address, by check the box “SHIP TO A DIFFERENT ADDRESS?” & fill out the details.

Can I still change my address, or cancel my order, after my order is confirmed?

If you have realized an error in your order or changed your mind shortly after placing your order, please contact our Customer Service Team by wechat:chiwinghk (9am – 8pm, Monday to Saturday; excluding Public Holidays) and we will try to modify the address or cancel your order accordingly. Once the order status is shipped, we are sorry that no change or cancellation can be made. You can check the order status when login, click on “My account” > “Order”.

EXCHANGE & REFUND

Return Policy

Our products must be approved by us before dispatch to ensure perfect product quality. During the delivery journey, it is possible under force majeure or due to environmental factors, some products may appear not in good conditions. In such cases we will be happy to assist you to resolve any queries or arrange exchange or refund.

Please attach photos as proof when providing the information. Once the case is accepted, customers have to send back the products to us to verify. Once verified and confirmed, we will arrange courier to send a replacement product to you at no cost and the delivery fee you have paid will be returned to you.

How can I do to return item(s) in error or it is faulty?

  • For products purchased which are spoiled or not in good condition, you can contact us UPON RECEIPT OF GOODS, providing proof ( attach photos and order no.) . Otherwise under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.
  • If we agree you are entitled to an exchange but the products to be exchanged are sold out, you may return such product to us and apply the amount paid to buy alternative product(s) or have refund within 4 weeks using the same payment method you paid to us.
  • If e-Coupons and/or Reward Points were redeemed for the relevant purchase, relevant adjustments will be made accordingly. All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.