faq

HOW TO ORDER

How to Place an Order

• Select your preferred item, click "Add to Cart" with your desired quantity.
• Click on the cart icon on the top right corner to review the selected item(s).
• Select "Shipping Method" in the "Shopping Cart" page and click "Check-out"
• Fill in contact information and shipping address in the “Fill in the Information” page, then click “Continue”.
• Click “Continue Payment” after confirming your information.
• Select your payment method in the “Payment” page and click “Pay Now” to proceed with the payment.
• After check out, you will receive an email from our system acknowledging that we have received your order. Such confirmation does not constitute a promise of delivery of ordered item(s).
  
  

ABOUT ORDERS

Order Confirmation

• After check out, an email will be sent from our system acknowledging that we have received your order.
• The email contains your order number that starts with LSXXXX and the estimated shipping time. Yet, the exact shipping time please refer to Shipping Service.
• You can click “View Your Order” to review the order information.

Amend / Cancel Orders

• Please contact our customer service via email --- letzshophk-CS@scmp.com if any changes on contact information or shipping address need to be made. An email notification will be sent after the amendment. Please note that it will affect the delivery date of your orders.
• If you require any changes on contact information after shipping , we could not help to do sochange any information. Instead, yYou could contact SF delivery or supplier directly to change the delivery address after receiveing the tracking code.
• Once an order is confirmed, our system will instantly send the order details to related merchants for product preparation. Therefore, we apologize that we are unable to cancel or amend any confirmed orders.
• We always suggest adding the favorite item(s) to the shopping cart and reconfirm the order details before proceeding to payment.
• We reserve our right not to accept or cancel an Order for any reasons at our sole discretion, including but not limited to:
• no sufficient stock to deliver the Products you have ordered;
• no delivery can be arranged for your area; or
• one or more of the Products you ordered was listed at an incorrect price due to a human or computer error or an error in the pricing information provided by the supplier.
• We will notify you by e-mail and a refund of any amount that we have deducted from your account will be made to you within thirty(30) days from the date of your Order. You agree that we do not need to make any compensation to you due to the cancellation of your Order.
  
  

Vouchers and Discounts

How to Use a Promotion Code

Order with Mobile

1. Click “Check-out” in the cart
2. Click “Display Order Details” on the top of the “Fill in the Information” page
3. Fill the “Promo Code”, then click on “Apply”
4. Once the promo code is successfully applied, the amount will be updated

Order with Computer

1. Click “Check-out” in the cart
2. Fill the “Promo Code” in the right hand corner, then click on “Apply”
3. Once the promo code is successfully applied, the amount will be updated

Unable to Use Promo Code

• Make sure you have entered the correct promo code in the “FIll in the information” page
• Make sure the voucher code is valid, has not expired or has not been used. Certain codes have a usage limit and can no longer be applied once it is exceeded.
• Check if the item you wish to purchase fails under certain Terms and Conditions. e.g. minimum spend or brand exclusions
• All discounts and promo code are non-refundable.
• Only one promo code can be used at each time
  
  

Payment

Payment Method

We accept the following payment methods,

• VISA
• Mastercard
• PayMe (Provided by QFPay)
• Alipay (Provided by QFPay)

Orders will be charged in Hong Kong dollars. When you place an order, you agree and accept to pay the order amount with the preferred payment method.

Payment Security

• We use third party payment service providers to process online transactions. When you place an order, you agree and accept that your credit card information will be collected, processed, and kept by a payment service provider subject to its terms and conditions. You agree and accept that you are solely and exclusively responsible for any losses incurred or sustained by you in making credit card transactions, and in no event shall any such losses in whole or in part be borne by us.
  
  We do not collect or keep your credit card information. If you choose to save your credit card information for express checkout, you agree and accept that the information will be encrypted and stored by the third party payment service providers.

Delivery and Shipping Fees

Delivery Method

• Deliver by LetzShop: We work closely with S.F. Express to deliver your orders to SF self pick-up points / preferred shipping address.
• Merchant Direct: Merchants will ship your orders to your preferred address.

Delivery Time

• An email will be sent after the shipment is made. You can use Track & Trace to track orders.
• Deliver by LetzShop: Is based on the country of origin. The standard shipping is 3-10 working days. Please refer to the item’s product page for the specific delivery time. Some products may have a longer shipping time due to hand-made items or international shipping, please refer to the product page for more information.
• Merchant Direct: The standard shipping is 3-7 working days. The exact delivery time depends on the merchant.
• The delivery time may be extended by the merchant or logistic issue. We, as a third-party platform, will try our best to help, however, there may be reasons beyond our control that may impact our delivery service.

Shipping Fee

• Deliver by LetzShop: (below 20 kg) First kg: $30, Rate per sequent: 0.5kg: $7; (20kg or above) Rate per sequent: 1kg: $13. Please refer to the Service Rate Card for more information.
• Merchant Direct: Free*
• In case the products are returned to us due to incorrect delivery information provided by customers, customers’ failure to respond to the logistics providers, customers’ unreasonable rejection of products, customers’ failure to collect the products within time or customers’ rejection of accepting SF Locker as the second choice of delivery address etc., the additional administration costs, re-arrangement charges or penalty from the logistics providers incurred therefrom shall be borne by the customers.
• * Some remote locations and it is not directly accessible by elevator may take more delivery time and extra delivery fees.

Partial Delivery

• If your order is a mix of items sold by LetzShop and “Merchant Direct”, you will receive the order separately due to their different delivery times.
• Items sold by LetzShop: If the items are sent by LetzShop, all goods will be sent together on the same day.
• Order includes “Merchant Direct” products: If items are from one merchant, all goods will be sent together on the same day. If items are from various suppliers, you may receive the order separately on different days due to the difference in lead time.
• Order includes items sold by LetzShop and “Merchant Direct”: If the order is a mix of items sold by LetzShop and “Merchant Direct”, you will receive the order separately.

International Delivery

• We provide domestic shipping only and ship to a preferred shipping address in Hong Kong. We are not shipping to the Mainland, Macau and overseas.
  
  

Return & Exchange

Return & Exchange Policy

• Other than where required by law, all shipped or delivered products are non-refundable and non-exchangeable.
• If there is loss or damage caused by the logistics company during shipment, we will help to claim the loss but not liable to the compensation.
• We will try to ensure the safety and completeness of the parcel. However, the outlook of goods may be affected during shipment.
• If the item(s) you receive have quality issues, missed or incorrect, please send an email to letzshophk-CS@scmp.com with your order no., pictures of your item and description within 7 days upon receipt. We will not accept any application on product return or exchange after the period.
• Please note that the returned item(s) must not be used, no smell, in original packaging and along with all original tags, certification, warranty card, user manual, all parts and any gift. Please ensure the packaging is in good condition (including product tags). All damaged items are non-exchangeable. If it is a set item, it needs to return in the whole set.
• LetzShop can help with the maintenance process within 7 days upon receipt. After it, customers can contact the supplier directly for product maintenance.

Return & Exchange Time Frame

• A “Return/Exchange Form” will be provided after the permission is given by the Customer Service Team. Please fill in the form and ship along with the product(s) to the return address*.
• * Return Address:
  21/F, South Island Place, 8 Wong Chuk Hang Road, Hong Kong
  LetzShop Customer Service Team
• Exchange of goods / refund will be made through the same transaction method in 30-60 days.

Shipping Fee for Product Exchange

• Customers should be responsible for the shipping fee of product returned. LetzShop is responsible for the shipping fee of product resent.
  
  

Partners / Public Relations

• Please email to letzshophk-PR@scmp.com if you wish to be one of the merchants of LetzShop.
  
  

General Inquiries

• For any inquiries, please feel free to contact the CS team on 2565 2565 or email to letzshophk-CS@scmp.com.
• If there is any dispute, LetzShop reserves the right of final decision..