常見問題

感謝閣下使用本店網上商店。為方便閣下了解訂購、付款、發貨、查詢及帳戶操作安排，請參閱以下常見問題。

本店所收集之個人資料，包括收件人姓名、電話號碼及送貨地址等，只會用於處理網上商店訂單、付款核實、發貨及相關售後安排。

基於私隱保障及網絡安全考慮，本店不會將網上商店訂單資料轉交至 Facebook、Instagram、WhatsApp、門市或其他第三方平台。上述平台亦不會備存網上商店訂單資料。除必要時向速遞公司提供送貨所需資料外，本店不會向任何第三方披露閣下之訂單資料。

有關訂單狀況之電郵由系統自動發出，請勿直接回覆該等電郵。本店恕不透過電郵、電話、社交平台或門市查詢網上商店訂單狀況。如需查詢訂單，請登入網上商店帳戶，並於相關訂單內之訊息欄與本店聯絡。

一、訂單及發貨狀態

Q1：如何查看訂單發貨狀態？

請登入會員中心，進入「訂單」頁面查閱相關訂單狀態。

一般狀態說明如下：

訂單狀態：處理中
代表訂單商品正向日本供應商或廠商訂購中。所需時間會視乎日本供應商、廠商、商品供應情況及物流安排而定。

訂單狀態：已確認
代表訂單商品已由日本發出，並即將運抵香港。一般情況下，運送至香港約需 1 至 8 日，實際時間須視乎物流安排而定。

發貨狀態：備貨中
代表訂單商品仍在日本訂購或等待供應中，商品尚未到達香港。

發貨狀態：發貨中
代表訂單商品已由日本發出，並即將到達香港。

發貨狀態：已發貨
代表商品已到達香港並已安排本地發貨。本店會於系統內提供快遞追蹤號碼，請閣下留意收貨安排。

Q2：付款後，何時會發貨？

本店大部分商品均需由日本訂購或運送回港。商品到達香港後，本店一般會於 0 至 3 個工作天內安排發貨。

實際發貨時間會受日本供應商、商品推出日期、供應量、運輸、清關、節日及其他不可預見因素影響。

Q3：如何查看未推出預訂商品的推出日期？

預訂商品之預計推出日期可於商品資料頁查看，一般會顯示為「XX 年 XX 月」。

請留意，商品推出月份只屬日本官方或供應商提供之預計資料，實際推出、供應及到貨時間或會有所變動。

如商品已過推出月份後才購買，該商品未必屬現貨，可能需要重新向日本供應商訂購，所需時間或會較長。

Q4：為何我很早預訂，但仍未發貨？

預訂時間早晚不一定代表商品會較早發貨。所有預訂商品均須按照日本官方推出日期、供應商供貨情況及實際物流安排處理。

如日本官方尚未推出、商品缺貨、等待補貨或仍在運送途中，訂單均會維持未發貨狀態。本店會於商品到達香港後隨即安排發貨。

Q5：訂購後，本店會否主動通知未發貨原因？

一般未發貨原因包括：商品尚未推出、商品缺貨等待補貨、商品正由日本運送至香港途中等。

如出現停產、絕版、長期缺貨或其他特殊情況，本店會按個別訂單另行通知。若未有個別通知，通常代表訂單仍按正常流程處理中。

Q6：如何查看日本官方推出日期？

閣下可前往 San-X 日本官方網站或相關官方渠道查詢商品推出日期。

Q7：我已見到商品在日本推出，為何仍未到香港？

即使商品已於日本推出，仍需時間安排取貨、整理、運輸、空運、清關及本地派送。

到貨時間可能受運輸公司、空運航班、交通狀況、供應量、限購安排或供應商出貨速度影響。請閣下耐心等候，本店會於商品到達香港後隨即處理。

Q8：可否催促運輸公司加快物流？

本店未能要求運輸公司跨公司加快個別貨件之處理程序。運輸公司均有既定物流及派送安排，實際運送時間須以運輸公司安排為準。

二、取貨及送貨安排

Q9：於網上商店付款後，可否到門市自取？

網上商店訂單不設門市自取服務。所有網上商店訂單均會按系統所選之送貨方式安排發貨。

Q10：本店會否通知何時發貨？

會。當訂單安排發貨後，本店會更新訂單狀態，並於系統內提供順豐快遞或相關速遞之運單編號。

Q11：可否指定日期送貨，例如生日、節日或紀念日？

本店未能提供指定日期送貨服務。所有訂單均會按正常處理流程安排發貨。

節日、生日、紀念日或其他特定日期，均不會作為優先處理或指定送達之安排依據。

Q12：如急需送禮，可否要求特定日期前到貨？如未能趕及，可否退款？

本店未能承諾任何指定日期前到貨。所有訂單均按正常流程處理，不會因個別送禮、節日或私人原因而優先安排。

如客戶於下單後因未能接受發貨時間而要求取消訂單或退款，相關申請將按本店條款與細則中有關取消訂單及退款安排處理。

Q13：為何仍未發貨？

一般原因可能包括商品尚未推出、預訂商品未到香港、供應商缺貨、等待補貨或商品仍在運送途中。

商品到達香港後，本店會隨即安排發貨，並不會無故延遲。

Q14：預訂商品會否提供大約到貨時間？

預訂商品到貨時間受日本官方推出日期、供應商供貨、商品供應量、運輸及清關等因素影響。為避免造成時間上的誤會，本店未能保證任何確實到貨日期。

本店會於商品到達香港後盡快安排發貨。

Q15：如不能接受長時間等待預訂商品，應如何處理？

如閣下希望即時購買或不希望等待預訂商品，建議親臨本店門市選購現貨商品。

Q16：同一訂單或多個訂單，可否分開或合併發貨？

一般情況下，本店會按每張訂單安排發貨，不設合併不同訂單發貨，亦不設按客戶要求分拆同一訂單發貨。

如同一訂單內包含不同推出月份或不同到貨時間之商品，本店一般會待所有商品到貨後一併發貨。

惟個別商品可能因體積、重量、供應情況、到貨時間或系統安排而需要分拆發貨。分拆發貨如產生額外運費，相關費用須由客戶承擔。

如未能即時收貨，請於下單時在備註欄說明。本店收到您的指示後，訂單可延後發貨一次，初始訂單計，最多延後14日，期間內，可安排與其他現貨訂單合併發貨(延後發貨默認為到期日發貨)。初始訂單計，最多延後14日，只限延後一次，敬請留意。

Q17：本店會否因供應量或推出時間問題而取消或分拆訂單？

如遇商品供應不足、缺貨、延期、停產、絕版、供應商限制或其他特殊情況，本店有權按實際情況取消訂單內受影響商品、安排退款，或分拆訂單發貨。

如分拆發貨導致額外運費，相關費用須由客戶承擔。本店會就受影響訂單另行通知客戶。

三、退款、取消及缺貨安排

Q18：如預訂商品停產或絕版，退款會如何安排？可否到門市取回款項？

網上商店訂單之退款會透過 PayMe、FPS、信用卡退款或本店指定方式處理，不設門市現金退款。

退款處理時間會按個別情況而定，一般約需 1 至 30 個工作天。如涉及額外資料核實、特殊情況或其他需進一步處理之事項，退款會於相關事項完成後 90 日內安排。

Q19：付款訂購後，可否提前取消訂單及退款？會否有手續費？

付款訂購完成後，本店會隨即向日本官方、供應商或相關渠道訂購商品。因此，除非商品確認無法供應，否則一般不接受因個人原因取消訂單或退款。

如客戶因商品尚未推出、延期、缺貨補貨、生產中、發貨前、未能接受等待時間、未能理解或接受條款，或其他個人原因要求取消訂單，相關申請將按本店條款與細則中有關取消訂單及營運損失之安排處理。

已取消之訂單一經處理，交易程序即告停止，該訂單不得恢復或更改。

Q20：訂購商品是否保證一定有貨？

本店未能保證所有已訂購商品必定有貨。如遇日本供應商公布供應不足、缺貨、延期、停產、絕版或其他供應問題，本店會按供應商提供之資訊作出跟進，並就受影響商品安排退款或其他適當處理。

如出現相關情況，本店會個別通知受影響客戶。

四、商品及毛絨公仔狀況

Q21：對毛絨公仔樣貌不滿意，可否換貨？

毛絨、縫製及手工整理類商品因生產及材質特性，實物可能存在個別差異，包括但不限於表情、形狀、縫線、線頭、毛布皺紋、色差、五官位置、左右對稱度、表情角度或整體比例等差異。

商品實物亦可能與官方圖片或展示圖片略有不同。上述情況屬正常商品個體差異，並不構成退款、退貨或換貨理由。

五、查詢及聯絡方式

Q22：我可否到門市查詢網上商店訂單狀況？

不可以。基於私隱保障，門市不會備存網上商店訂單資料。網上商店訂單資料只會儲存於網上商店系統內。

如需查詢訂單，請登入網上商店帳戶，並於相關訂單之訊息欄與本店聯絡。

Q23：為何透過 WhatsApp、Facebook、Instagram 或電郵查詢訂單狀況未能得到回覆？

基於私隱保障及資料安全，網上商店訂單資料不會於 WhatsApp、Facebook、Instagram、電郵或其他第三方平台查閱或處理。

如需查詢訂單狀況，請登入網上商店帳戶，並於相關訂單內之訊息欄發送訊息。

Q24：可否堅持透過 WhatsApp、Facebook、Instagram 或電郵查詢訂單？

本店恕不透過第三方平台處理網上商店訂單查詢。此安排旨在保障客戶個人資料及避免訂單資料於非指定平台外洩。

請閣下使用網上商店訂單訊息欄作為正式查詢渠道。

Q25：付款後，何時會收到確認通知？重複提交付款資料會否加快確認？

付款確認需時。正常情況下，本店會於付款當日進行確認，實際時間或會因付款方式、銀行處理時間及訂單量而有所不同。

請勿於不同平台或系統內重複提交付款資料，以免影響核對效率。閣下可登入會員系統查看訂單狀況。

Q26：付款後忘記上傳付款證明，會如何處理？

如使用 ATM、PayMe、FPS、八達通或其他需人工核對之付款方式，請於指定時間內透過網上商店訂單訊息欄上傳付款截圖、入數收據或相關付款證明。

如逾時未有上傳付款證明，訂單可能會由系統自動取消。如需繼續處理，客戶須先提供由銀行或付款機構發出之有效轉帳證明。

如逾時過久，導致本店未能查核相關付款資料，本店保留拒絕繼續處理該訂單之權利。

Q27：可否透過 WhatsApp、Facebook、Instagram 等平台留言下單？

不可以。為確保訂購資料完整、付款流程清晰及雙方權益得到保障，所有商品訂購均須透過網上商店系統提交。

本店不會處理透過 WhatsApp、Facebook、Instagram 或其他社交平台發出之購買留言或下單要求。

Q28：如何投訴？

如需提出投訴，請透過網上商店相關訂單之訊息欄與本店聯絡，並提供訂單編號及相關資料。

本店會盡力跟進所有投訴個案。於處理個案期間，相關訂單之發貨或後續安排可能需按個別情況處理，處理時間或會較一般訂單稍長。

六、順豐及快遞追蹤

Q29：已收到發貨通知及順豐運單編號，但為何暫時查不到貨件？

順豐職員收件後，系統資料可能需時更新。部分訂單亦可能於較晚時間安排出貨，因此收到運單編號當日未必能即時查詢到貨件狀態。

請閣下先耐心等候順豐系統更新。如需要查詢順豐派送安排，可直接聯絡順豐速運。

如收到發貨通知後數日仍未能查詢到貨件狀態，請透過訂單訊息欄與本店聯絡，本店會按實際情況協助跟進。

建議閣下下載順豐香港 App，以便接收派送及到貨通知。

七、會員優惠

Q30：於網上商店購物可享有哪些優惠？

成為本店網上商店會員後，可享有會員優惠，包括回贈、折扣或其他不定期優惠。詳情請登入會員系統查看。

優惠內容、形式及有效期可能按本店營運安排不時更新。

網上商店操作常見問題

一、帳戶資料及登入

Q31：可以將其他帳戶轉移或合併到另一帳戶嗎？

基於帳戶資料安全考慮，本店未能提供帳戶合併或轉移服務。

Q32：如忘記密碼或登入電郵，應如何處理？

如忘記密碼，請於登入頁面使用「忘記密碼」功能，輸入登入電郵地址重新設定密碼。

如忘記登入電郵，系統將無法重置原有帳戶。請重新註冊新帳戶。

Q33：帳戶資料有錯誤，應如何修改？

請登入會員帳戶，並於「會員個人資訊」頁面自行修改相關資料。

Q34：如無法修改帳戶內錯誤資料，本店可否代為修改？

為保障客戶資料及帳戶安全，本店未能代客戶以人手方式修改帳戶資料。所有帳戶資料均須由帳戶持有人登入後自行修改。

如無法登入或無法修改資料，請重新註冊帳戶。

Q35：我已透過訊息通知個人資料有錯誤，為何本店不能代為修改？

為防止帳戶被盜用及保障客戶個人資料安全，帳戶資料須由帳戶持有人自行登入系統修改。本店未能透過訊息或人手方式更改客戶帳戶資料。

Q36：如果逾時上傳入數證明，會怎樣？

如逾時上傳入數證明，訂單可能會由系統自動取消，客戶或需重新下單。

如逾時超過合理時間，相關付款證明可能需要進一步核實；若本店未能確認款項來源或付款資料，該付款證明可能不被接納。

Q37：誤將入數資料上傳到 Facebook、WhatsApp、Instagram 等其他平台，會如何處理？

本店未能透過第三方平台核對網上商店訂單付款資料。請務必透過網上商店相關訂單內之訊息欄上傳付款證明。

如資料上傳至錯誤平台，可能導致付款未能確認，訂單亦可能因逾時而被系統取消。

Q38：可否堅持以 WhatsApp 等平台上傳訂單或付款資料？

不可以。為保障個人資料安全及確保訂單核對準確，所有訂單及付款資料均須透過網上商店系統提交。

Q39：如不熟悉網上商店操作，本店會否透過訊息協助？

一般操作查詢，本店會盡力提供指引。惟涉及個人資料、帳戶登入、密碼、電郵、付款資料或其他敏感資料之操作，必須由客戶本人登入系統處理，本店未能代為操作。

Q40：為何修改登入電郵或密碼，本店亦不能代為辦理？

登入電郵及密碼涉及帳戶安全及個人資料保障。由於網絡詐騙及帳戶盜用風險存在，相關登入資料均由系統加密處理，本店未能以人手方式查閱或修改。

如忘記登入資料導致未能登入，請使用系統提供之重設功能。如仍無法登入，請重新註冊帳戶。

Q41：無法登入時，如何查看訂單狀態？

如未能登入帳戶，將無法完整查看訂單狀態。由於登入資料經系統加密處理，本店未能以人手方式協助登入或重設帳戶。

如有需要，閣下可透過適當渠道聯絡本店，本店只可按實際情況提供有限度協助。

Q42：可否單憑電話號碼確認本人身份並重設帳戶？

不可以。為保障帳戶資料安全，本店未能單憑電話號碼確認帳戶持有人身份，亦不能據此重設帳戶。

Q43：註冊時填寫錯誤資料，現時又忘記登入資料，應如何處理？

請先嘗試使用「忘記密碼」功能重設密碼，並於登入後修改帳戶資料。

如因填寫錯誤資料而無法登入或無法重設帳戶，請重新註冊新帳戶。

Q44：如無法登入，可否透過訊息查詢訂單狀態？

本店可按實際情況提供有限度協助，但基於私隱及帳戶安全考慮，未必能完整披露訂單內容。

如涉及商品預計到貨時間，本店可在不披露敏感個人資料的前提下，按情況提供一般性回覆。

Q45：無法登入及查看訂單狀態，會否影響收貨？

只適用於順豐速運訂單

訂單發貨後，順豐一般會透過 SMS 或 App 通知派送資料。閣下可根據順豐提供之資料安排收貨。

如註冊或下單時填寫錯誤電話號碼，可能無法收到順豐通知，亦可能影響收貨安排。因此，請於下單前仔細核對所有聯絡資料。

Q46：下單或註冊時輸入錯誤登入電郵、電話號碼，導致完全無法找回帳戶或收貨，應如何處理？

如客戶於註冊或下單時輸入完全錯誤之資料，導致本店無法核實身份、帳戶、訂單或收貨資料，本店可能無法協助找回帳戶或處理相關訂單查詢。

請閣下於註冊及下單前，務必仔細核對登入電郵、電話號碼、收件人姓名及送貨地址。

Frequently Asked Questions

Thank you for using our online store. To help you better understand our order, payment, shipping, enquiry and account operation arrangements, please refer to the following Frequently Asked Questions.

Personal data collected by our store, including the recipient’s name, telephone number and delivery address, will only be used for processing online store orders, payment verification, shipment and related after-sales arrangements.

For privacy protection and data security reasons, we will not transfer online store order information to Facebook, Instagram, WhatsApp, our physical store or any other third-party platform. These platforms will not store any online store order information. Except where it is necessary to provide delivery information to courier companies, we will not disclose your order information to any third party.

Order status emails are automatically generated by the system. Please do not reply directly to these emails. We regret that we are unable to handle online store order enquiries by email, telephone, social media platforms or at our physical store. For order enquiries, please log in to your online store account and contact us through the message section of the relevant order.

1. Orders and Shipping Status

Q1: How can I check the shipping status of my order?

Please log in to the Member Centre and go to the “Orders” page to check the status of the relevant order.

General status descriptions are as follows:

Order Status: Processing
This means that the ordered product is being ordered from a Japanese supplier or manufacturer. The required time depends on the Japanese supplier, manufacturer, product availability and logistics arrangement.

Order Status: Confirmed
This means that the ordered product has been shipped from Japan and is expected to arrive in Hong Kong soon. In general, delivery to Hong Kong takes approximately 1 to 8 days, subject to actual logistics arrangements.

Shipping Status: Preparing
This means that the ordered product is still being ordered from Japan or awaiting supply, and has not yet arrived in Hong Kong.

Shipping Status: Shipping in Progress
This means that the ordered product has been shipped from Japan and is expected to arrive in Hong Kong soon.

Shipping Status: Shipped
This means that the product has arrived in Hong Kong and local delivery has been arranged. We will provide the courier tracking number in the system. Please pay attention to the delivery arrangement.

Q2: When will my order be shipped after payment?

Most products sold by our store need to be ordered from Japan or shipped back to Hong Kong. After the product arrives in Hong Kong, we will generally arrange shipment within 0 to 3 working days.

The actual shipping time may be affected by the Japanese supplier, product release date, supply quantity, transportation, customs clearance, public holidays and other unforeseen circumstances.

Q3: How can I check the release date of a pre-order item that has not yet been released?

The estimated release date of a pre-order item can be found on the product information page. It is usually displayed as “MM/YYYY”.

Please note that the product release month is only estimated information provided by the Japanese official source or supplier. The actual release, supply and arrival time may change.

If you purchase a product after its release month has already passed, the product may not be in stock and may need to be ordered again from the Japanese supplier, which may require a longer processing time.

Q4: Why has my order not been shipped even though I placed the pre-order early?

An earlier pre-order time does not necessarily mean the product will be shipped earlier. All pre-order items are processed according to the Japanese official release date, supplier availability and actual logistics arrangements.

If the product has not yet been released by the Japanese official source, is out of stock, awaiting restock or still in transit, the order will remain unshipped. We will arrange shipment as soon as the product arrives in Hong Kong.

Q5: Will the store notify me of the reason why my order has not been shipped?

Common reasons for an order not yet being shipped include the product not yet being released, the product being out of stock and awaiting restock, or the product being shipped from Japan to Hong Kong.

If there is a discontinuation, out-of-print status, long-term shortage or other special situation, we will notify the affected customers individually. If no individual notification has been sent, it generally means that the order is still being processed under the normal procedure.

Q6: How can I check the official release date in Japan?

You may visit the San-X Japan official website or relevant official channels to check the product release date.

Q7: I have seen the product released in Japan. Why has it not arrived in Hong Kong yet?

Even if a product has already been released in Japan, time is still required for collection, sorting, transportation, air freight, customs clearance and local delivery.

The arrival time may be affected by the transportation company, flight arrangements, traffic conditions, supply quantity, purchase limits or the supplier’s dispatch speed. Please kindly wait patiently. We will process the shipment as soon as the product arrives in Hong Kong.

Q8: Can the store ask the transportation company to speed up delivery?

We are unable to request transportation companies to speed up the processing of individual shipments across companies. Transportation companies have their own logistics and delivery arrangements, and the actual delivery time shall be subject to their arrangements.

2. Collection and Delivery Arrangement

Q9: After paying through the online store, can I pick up the order at the physical store?

Online store orders are not available for in-store pickup. All online store orders will be shipped according to the delivery method selected in the system.

Q10: Will the store notify me when my order is shipped?

Yes. Once shipment has been arranged, we will update the order status and provide an SF Express or relevant courier tracking number in the system.

Q11: Can I specify a delivery date, such as a birthday, holiday or anniversary?

We are unable to provide specified-date delivery service. All orders will be shipped according to the normal processing procedure.

Public holidays, birthdays, anniversaries or other specific dates will not be used as grounds for priority processing or specified delivery.

Q12: If I urgently need the product as a gift, can I request delivery before a specific date? If it cannot arrive in time, can I request a refund?

We are unable to guarantee arrival before any specific date. All orders are processed according to the normal procedure and will not be prioritised due to gift-giving, public holidays or personal reasons.

If a customer requests to cancel an order or obtain a refund after placing an order because they cannot accept the shipping time, the request will be handled according to the cancellation and refund arrangements in our Terms and Conditions.

Q13: Why has my order still not been shipped?

Common reasons may include the product not yet being released, the pre-order item not yet arriving in Hong Kong, supplier shortage, awaiting restock or the product still being in transit.

After the product arrives in Hong Kong, we will arrange shipment as soon as possible and will not delay shipment without reason.

Q14: Will the store provide an estimated arrival time for pre-order items?

The arrival time of pre-order items is affected by the Japanese official release date, supplier availability, supply quantity, transportation and customs clearance. To avoid misunderstanding regarding timing, we are unable to guarantee any exact arrival date.

We will arrange shipment as soon as the product arrives in Hong Kong.

Q15: What should I do if I cannot accept a long waiting time for pre-order items?

If you wish to purchase immediately or do not wish to wait for pre-order items, we recommend visiting our physical store to purchase in-stock items.

Q16: Can one order or multiple orders be shipped separately or combined?

In general, we arrange shipment on an order-by-order basis. We do not combine different orders for shipment, nor do we split a single order upon customer request.

If one order contains products with different release months or arrival times, the order will generally be shipped after all products have arrived.

However, certain products may need to be shipped separately due to size, weight, availability, arrival time or system arrangement. If additional delivery fees are incurred due to split shipment, the relevant fees shall be borne by the customer.

Q17: Will the store cancel or split an order due to supply quantity or release time issues?

If there is insufficient supply, shortage, delay, discontinuation, out-of-print status, supplier restrictions or other special circumstances, we reserve the right to cancel the affected products in the order, arrange refund, or split the order for shipment according to the actual situation.

If split shipment results in additional delivery fees, the relevant fees shall be borne by the customer. We will notify the affected customers separately regarding the relevant orders.

3. Refunds, Cancellations and Out-of-Stock Arrangements

Q18: If a pre-order item is discontinued or out of print, how will the refund be arranged? Can I collect the refund at the physical store?

Refunds for online store orders will be processed through PayMe, FPS, credit card refund or another method designated by our store. Cash refunds at the physical store are not available.

Refund processing time depends on individual circumstances and generally takes approximately 1 to 30 working days. If additional verification, special circumstances or further handling is required, the refund will be arranged within 90 days after the relevant matters have been completed.

Q19: After payment, can I cancel the order and request a refund in advance? Will there be a handling fee?

After payment has been completed, we will immediately place an order with the Japanese official source, supplier or relevant channel. Therefore, unless the product is confirmed to be unavailable, cancellation or refund due to personal reasons is generally not accepted.

If a customer requests to cancel an order because the product has not yet been released, is delayed, is out of stock and awaiting restock, is in production, has not yet been shipped, the customer cannot accept the waiting time, cannot understand or accept the Terms and Conditions, or for any other personal reason, the request will be handled according to the cancellation and operational loss arrangements in our Terms and Conditions.

Once a cancelled order has been processed, the transaction procedure shall be terminated, and the order cannot be restored or changed.

Q20: Is product availability guaranteed after placing an order?

We are unable to guarantee that all ordered products will definitely be available. If the Japanese supplier announces insufficient supply, shortage, delay, discontinuation, out-of-print status or other supply issues, we will follow up according to the information provided by the supplier and arrange refund or other appropriate handling for the affected product.

If such a situation occurs, we will notify the affected customers individually.

4. Product and Plush Toy Condition

Q21: If I am not satisfied with the appearance of a plush toy, can I exchange it?

Due to the production process and material characteristics of plush, sewn and hand-finished products, individual differences may exist, including but not limited to facial expression, shape, stitching, loose threads, fabric wrinkles, colour differences, facial feature positioning, left-right symmetry, expression angle or overall proportion.

The actual product may also differ slightly from official images or display images. The above situations are normal individual product differences and do not constitute grounds for refund, return or exchange.

5. Enquiries and Contact Method

Q22: Can I visit the physical store to enquire about the status of an online store order?

No. For privacy protection reasons, the physical store does not store online store order information. Online store order information is only stored within the online store system.

For order enquiries, please log in to your online store account and contact us through the message section of the relevant order.

Q23: Why may I not receive a reply when enquiring about order status through WhatsApp, Facebook, Instagram or email?

For privacy protection and data security reasons, online store order information will not be accessed or handled through WhatsApp, Facebook, Instagram, email or other third-party platforms.

For order status enquiries, please log in to your online store account and send a message through the message section of the relevant order.

Q24: Can I insist on enquiring about an order through WhatsApp, Facebook, Instagram or email?

We regret that we are unable to handle online store order enquiries through third-party platforms. This arrangement is intended to protect customer personal data and avoid disclosure of order information on non-designated platforms.

Please use the online store order message section as the official enquiry channel.

Q25: After payment, when will I receive confirmation? Will repeatedly submitting payment information speed up confirmation?

Payment confirmation requires time. Under normal circumstances, we will confirm payment on the same day. The actual time may vary depending on the payment method, bank processing time and order volume.

Please do not repeatedly submit payment information on different platforms or systems, as this may affect verification efficiency. You may log in to the member system to check your order status.

Q26: What happens if I forget to upload payment proof after payment?

If you use ATM, PayMe, FPS, Octopus or other payment methods requiring manual verification, please upload the payment screenshot, deposit receipt or relevant payment proof through the order message section of the online store within the specified time.

If payment proof is not uploaded within the specified time, the order may be automatically cancelled by the system. If further processing is required, the customer must first provide valid transfer proof issued by the bank or payment institution.

If too much time has passed and we are unable to verify the relevant payment information, we reserve the right to refuse to continue processing the order.

Q27: Can I place an order by leaving a message on WhatsApp, Facebook, Instagram or other platforms?

No. To ensure complete order information, clear payment procedures and protection of both parties’ rights and interests, all product orders must be submitted through the online store system.

We will not process purchase messages or order requests sent through WhatsApp, Facebook, Instagram or other social media platforms.

Q28: How can I make a complaint?

If you wish to make a complaint, please contact us through the message section of the relevant order in the online store and provide the order number and relevant information.

We will do our best to follow up on all complaint cases. During the handling of a case, shipment or subsequent arrangements for the relevant order may need to be processed according to individual circumstances, and the processing time may be longer than usual.

6. SF Express and Courier Tracking

Q29: I have received the shipment notification and SF Express tracking number. Why can I not find the parcel yet?

After SF Express staff collect the parcel, the system may take time to update. Some orders may also be dispatched later in the day, so parcel status may not be immediately available on the same day the tracking number is received.

Please kindly wait for the SF Express system to update. For enquiries regarding SF Express delivery arrangements, please contact SF Express directly.

If you still cannot check the parcel status several days after receiving the shipment notification, please contact us through the order message section, and we will assist according to the actual situation.

We recommend downloading the SF Express Hong Kong App to receive delivery and arrival notifications.

7. Member Benefits

Q30: What benefits are available when shopping at the online store?

After becoming a member of our online store, you may enjoy member benefits, including rewards, discounts or other occasional offers. Please log in to the member system for details.

The content, form and validity period of benefits may be updated from time to time according to our operational arrangements.

Online Store Operation FAQs

1. Account Information and Login

Q31: Can I transfer or merge another account into one account?

For account data security reasons, we are unable to provide account transfer or merging services.

Q32: What should I do if I forget my password or login email?

If you forget your password, please use the “Forgot Password” function on the login page and enter your login email address to reset your password.

If you forget your login email address, the system will be unable to reset the original account. Please register a new account.

Q33: What should I do if my account information is incorrect?

Please log in to your member account and modify the relevant information on the “Member Personal Information” page.

Q34: If I cannot modify incorrect account information, can the store modify it for me?

To protect customer information and account security, we are unable to manually modify account information on behalf of customers. All account information must be modified by the account holder after logging in.

If you are unable to log in or modify the information, please register a new account.

Q35: I have notified the store by message that my personal information is incorrect. Why can the store not modify it for me?

To prevent account misuse and protect customer personal data, account information must be modified by the account holder after logging in to the system. We are unable to change customer account information by message or manual processing.

Q36: What happens if I upload the deposit proof after the deadline?

If deposit proof is uploaded after the deadline, the order may be automatically cancelled by the system, and the customer may need to place a new order.

If the delay exceeds a reasonable period, the relevant payment proof may require further verification. If we are unable to confirm the payment source or payment information, the payment proof may not be accepted.

Q37: What happens if I mistakenly upload payment information to Facebook, WhatsApp, Instagram or another platform?

We are unable to verify online store order payment information through third-party platforms. Please make sure to upload payment proof through the message section of the relevant online store order.

If the information is uploaded to the wrong platform, payment confirmation may not be completed, and the order may be automatically cancelled by the system due to timeout.

Q38: Can I insist on uploading order or payment information through WhatsApp or other platforms?

No. To protect personal data security and ensure accurate order verification, all order and payment information must be submitted through the online store system.

Q39: If I am not familiar with online store operation, will the store assist me through messages?

For general operation enquiries, we will do our best to provide guidance. However, operations involving personal data, account login, password, email address, payment information or other sensitive information must be handled by the customer after logging in to the system. We are unable to operate on behalf of customers.

Q40: Why can the store not help modify my login email or password?

The login email and password involve account security and personal data protection. Due to the risk of online fraud and account misuse, the relevant login information is encrypted by the system. We are unable to manually view or modify such information.

If you forget your login information and cannot log in, please use the reset function provided by the system. If you still cannot log in, please register a new account.

Q41: If I cannot log in, how can I check my order status?

If you are unable to log in to your account, you will not be able to fully check your order status. Since login information is encrypted by the system, we are unable to manually assist with login or account reset.

If necessary, you may contact us through an appropriate channel. We can only provide limited assistance according to the actual situation.

Q42: Can my identity be verified and account reset using only my telephone number?

No. To protect account information security, we are unable to verify the account holder’s identity solely by telephone number, nor can we reset an account on this basis.

Q43: What should I do if I entered incorrect information during registration and have now forgotten my login information?

Please first try using the “Forgot Password” function to reset your password, and then modify your account information after logging in.

If you are unable to log in or reset the account due to incorrect information entered during registration, please register a new account.

Q44: If I cannot log in, can I enquire about my order status through messages?

We may provide limited assistance according to the actual situation. However, for privacy and account security reasons, we may not be able to fully disclose order details.

If the enquiry concerns the estimated arrival time of a product, we may provide general information where appropriate without disclosing sensitive personal data.

Q45: If I cannot log in and check my order status, will it affect delivery?

Applicable to SF Express orders only.

After the order has been shipped, SF Express will generally notify you of delivery information by SMS or through the SF Express App. You may arrange receipt according to the information provided by SF Express.

If an incorrect telephone number was entered during registration or order placement, you may not receive SF Express notifications, and delivery arrangements may be affected. Therefore, please carefully check all contact information before placing an order.

Q46: What should I do if I entered an incorrect login email or telephone number when placing an order or registering, resulting in being completely unable to recover the account or receive the parcel?

If a customer enters completely incorrect information during registration or order placement, resulting in our inability to verify identity, account, order or delivery information, we may not be able to assist in recovering the account or handling the relevant order enquiry.

Please carefully check your login email, telephone number, recipient name and delivery address before registering and placing an order.