FAQ

Shopping & Check out 訂購及付款
Q1：Do I need to register as a member before making purchase? 我需要登記為註冊用戶才能購買嗎?
Q2：How do I sign up? 如何註冊成為用戶?
Q3：Why is registration and shipping information important? 註冊和送貨資料有什麼重要?
Q4：How do I place order and check out? 如何訂購及付款?
Q5：Can I pay by RMB? 我可否以人民幣付款?
Q6：I cannot find the items I wanted, how could I do? 找不到我需要的商品，有其他途徑訂貨嗎?

Security 安全保證
Q7：Is Hong Kong e-shop online shopping secure? 舒悠記網上商店購物安全嗎?
Q8：Confidentiality and Security? 保密與安全?
Q9：What will you do with my credit card number? 我的信用卡號碼會被用來做甚麼用途?

Shipping 郵務資訊
Q10：What shipping and handling fee you charge? 運費及手續費?
Q11：How long I can receive my order? 訂購要多久才可收到呢?
Q12：Do you accept order from my country? 可接受我所屬國家的訂單嗎?
Q13：Can I save my shipping information? 我能儲存送貨資料嗎?
Q14：If my purchase is more than one shipping, how do you charge? 如我的訂購分多次送到，郵費如何計算?
Q15：I cannot receive my purchase for a long time, how can I do? 等了許久仍收不到我的訂購，該怎麼辦？
Q16：Mistake or omission was found on my purchase received, how could I do? 收取訂購後發現有錯漏，該怎麼辦?

Q1: Do I need to register as a member before making purchase? 我需要登記為註冊用戶才能購買嗎?
A1: Yes, we only accept our registered member purchase order.
是的，目前我們只接受已登記註冊用戶的訂購。

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Q2：How do I sign up? 如何註冊成為用戶?
A2 : To sign up as a hongkongeshop.com member is easy, just click in the Member Registration item of Member Area in the front page of the website. During registration, you'll be requested to give some of your personal information, please provide the real information and fill in all the items with a red *. After we received your information, we will make all reasonable efforts to ensure that any personal data held by us is stored in a secure and safe place. The use of your personal data is guided under our company’s Privacy Policy.
開戶手續十分簡單，只要您在註冊開戶頁內填入您的個人資料，請提供真實的個人資料，並填寫所有註有紅色* 的資料。在收到你的個人資料後，我們將盡一切合理的努力，以確保我們持有的所有個人資料均儲存於妥善保管及安全的地方。一切個人資料的應用，均規範於本公司的私隱政策聲明。

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Q3: Why is registration and shipping information important? 註冊和送貨資料有什麼重要?
A3: Accurate information is important in case you ever forget your ID or password. We will need to confirm your identity using other information such as birthday or ZIP code provided during registration. Accurate e-mail and shipping address is important which make sure we can contact you and ship goods to you without error.
在註冊過程中你所填入的資料是相當重要的。如果你在日後忘記了你註冊編號或密碼，我們將會詢問你的生日、郵政區號、國家或區域來確認你的身份。正確的電郵和送貨地址是相當重要的，它們確保在你訂貨後，我們可與你聯絡和確保貨物付運無誤。

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Q4: How do I place order and check out? 如何訂購及付款?
A4: Shopping online at hongkongeshop.com is easy and convenient, once you find what you want, click the [Buy Now] button, then click [Confirm] button to place your selected items into the shopping cart. You can keep shopping, edit the contents of your cart, or check out. While you continue to shop, you can check a list of items you have added to the cart. When finished your shopping, clicking on the [Check Out] button will take you directly to the checkout process. Enter your recipient’s shipping address and credit card information to complete your order. A confirmation will send to you by email after the transaction completed.
在我們舒悠記網上商店線上購物很容易及方便的，一旦找到所要的商品，按一下「購買」按鈕，再按一下「確定」按鈕，這樣就會將您挑選的商品放入購物車中，您可選擇繼續瀏覽和購物、改動您的購物車中內容或進行付款。當您繼續瀏覽和購物時，您可隨時檢視購物車內您所挑選的商品。完成選購後，按一下「付款」按鈕，便可進入結帳程序，然後輸入收貨人地址和付款人信用卡資料，結帳程序便會完成。在完成結帳後，您會收到一份確認書作實。

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Q5: Can I pay by RMB? 我可否以人民幣付款?
A5: For the member in PRC, we can accept their payment by RMB now. To pay by RMB is easy and convenient, when finished your shopping, clicking on the [Check Out] button will take you directly to the checkout process. After enter your recipient’s shipping address, you can choose to pay by Credit Card, Bank Deposit or Bank Draft, choose the [Bank Deposit] button and you will receive a confirmation which listed your purchases, price in RMB, recipient’s information, and Order Number. Deposit the payment into our bank account, and mail the deposit receipt with put down your Name and Order Number to the following address. The shipping will be processed after we received your payment.
我們現可接受中國國內訂戶以人民幣付款，方法十分方便簡單。閣下如有任何須要，請直接電郵給我們安排訂購。付款方面，可以將人民幣直接存入我們於國內的銀行戶口，方法如下；
1. 閣下可直接電郵到我們客戶服務部 services@hongkongeshop.com 提出訂購。
2. 我們會以電郵?閣下報價，並附上一個訂貨號碼。
3. 收到報價後，請連同閣下姓名，收貨地址，購買貨品名稱及數量或期數回電郵給我們作實。
4. 我們以電郵回復閣下應付款項。
5. 閣下在收到我們付款電郵後，請把購貨款項直接存入我們指定的銀行戶口。
6. 再將存款收據 (背後請注明閣下姓名和訂貨號碼) 郵寄到以下地址給我們。
P.O. Box No. 23265, Wan Chai Post Office, Hong Kong.
7. 在收到存款後，我們會馬上安排送貨服務。

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Q6: I cannot find the items I wanted, how could I do? 找不到我需要的貨品, 有其他途徑訂購嗎?
A6: To find a specific item, enter the name or other data of the item in the search box at the top of the hongkongeshop.com page. The search box allows you to jump directly to a list of matching items and categories. If the item you're looking for can't be found within the hongkongeshop.com product list, you can make a special order by sending mail at services@hongkongeshop.com
要找所需貨品，你可直接在首頁的搜尋器中輸入書名或相關字找尋。假如您在我們的貨品資料庫找不到所需貨品，您可直接電郵上述郵址，聯絡我們服務中心提出特別訂書服務。

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Q7: Is hongkongeshop.com online shopping secure? 舒悠記網上商店購物安全嗎?
A7: Yes. hongkongeshop.com online shopping uses secure servers to protect your personal information, including your name, address, and e-mail address, and your credit card information will be received and kept separately by our payment gateway company PayPal (http://www.paypal.com), which all our staff cannot access any customer’s credit card information when you making on-line purchase.
請放心，透過舒悠記網上商店購物是絕對安全的網上活動。我們採用先進的加密伺服系統，保護所有個人資料：包括你的姓名、地址及電郵地址。至於信用卡資料會由我們的綱上付款公司PayPal 分隔接收和儲存，用綱上在線購物，我們所有員工均不能接觸你的信用卡資料。

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Q8: Confidentiality and Security？保密與安全?
A8: hongkongeshop.com uses Communilink Internet Ltd. (http://www.communilink.net) as our web-hosting agency, which an industry-standard SSL system is used to protect data transmissions, online shopping and payment in our company is safety, reliable and convenient. Your hongkongeshop.com Account Information is password-protected and stores in a separated secure servers. All reasonable efforts are made to ensure that any personal data held by us is stored in a secure and safe place.
我們僱用Communilink Internet Ltd.為我們網頁的管理公司，並採用SSL防盜系統，付款將安全可靠。而您亦可透過SSL加密的安全環境，在舒悠記網上商店進行快速、安全、方便的線上交易。您所提供的任何資料，我們將放於獨立的伺服器上，能有效防止駭客盜取您的資料，我們將盡一切合理的努力，以確保我們持有的所有個人資料均儲存於妥善保管及安全的地方。

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Q9: What will you do with my credit card number? 我的信用卡號碼會被用來做甚麼用途?
A9: When you place an order through hongkongeshop.com online shopping, your credit card number and information will directly send to our payment gateway company PayPalusing a completely secure transmission method. You will receive a confirmation issued by PayPal afterward. We will keep a record of your order on file for a period to make sure it is received and processed properly, but we will not access and store your credit card information unless obtained your consent.
當您透過舒悠記網上商店訂購貨品，您的信用卡號碼和資料會被一起傳給網上付款公司PayPal。我們僱用安全可靠的方式傳遞您的信用卡資料。之後，網上付款公司會向您發出一份收據証明。您的信用卡資料不會和登錄資料一起存檔。我們會保留您的訂購記錄一段時間，以確保您的訂購收妥並處理無誤。除非得到您同意，我們所有員工均不能接觸你的信用卡資料。

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Q10: What shipping and handling fee you charge? 運費及手續費?
A10: All prices quoted are in US dollar and inclusive of all shipping fees and handling charges.
所有定價以美元為單位並已包括一切運輸費用及手續費。

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Q11: How long I can receive my order? 訂購要多久才可收到呢?
A11: Delivery time = processing time + shipping time　
Delivery time depends on the method of shipping; normally we will take 3 to 5 days to process your orders. However, in the case of out of stock, we might take around 2 weeks to process the order. For the shipping method, Surface will be available for all products, and Air Mail will be available for some products. Shipping time is determinate by which country you are; please find the shipping time reference as follows,
Zone One -> takes around 3 weeks (Surface) & 4 days (Air Mail)
(All countries in Asia including China, Taiwan & Japan)
Zone Two -> takes around 6 weeks (Surface) & 1 week (Air Mail)
(All other countries including countries in Europe, Australia, Africa and South & North America) 　　
運送時間 = 出貨時間 + 郵遞時間
不同的郵遞方式需要不同的運送時間。現時我們為您提供的全是現貨，一般的出貨時間為3至5天。缺貨的商品，因需要向海外有關供應商訂購，所以出貨時間需要2星期或以上。郵遞方面，所謂貨品均提供平郵服務。個別貨品可提供空郵服務，郵遞所需時間主要視乎您的國家所在地，詳情可參考我們為您提供的郵務資訊。
一區 -> 大約需時3星期 (平郵) / 4天 (空郵)
(亞洲地區所有國家有包括中國、台灣和日本)
二區 -> 大約需時6星期 (平郵) / １星期 (空郵)
(其他地區所有國家包括歐洲、澳洲、非洲、南北美洲)

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Q12: Do you accept order from my country? 可接受我所屬國家的訂單嗎?
A12: We can accept order from most of the countries, if you have any question for that, please contact us at services@hongkongeshop.com
絕大部國家的訂單，我們均會接受，如有這方面的疑問，請電郵上述郵址查詢。

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Q13: Can I save my shipping information? 我能儲存送貨資料嗎?
A13: For the customer who is first time consuming in Hong Kong e-shop, you need to provide a shipping address for receiving your purchases after check out, and your shipping address will be stored that you won't need to re-enter your address information every time you order. For the returning customers, you have the choice of using a previously stored address or entering a new one to send gift to your friends.
首次購物的顧客，當結帳時，您須要填寫您的收貨地址，這個收貨地址會被儲存，之後當您再購物時，便不需每次重新鍵入地址。舊顧客在購物時，可選擇想要的收貨地址，您可選擇使用先前檔案裡的地址，或是在下訂單時，鍵入新地址將訂購的商品送給朋友。

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Q14: If my purchase is more than one shipping, how do you charge? 如我的訂購分多次送到，郵費如何計算?
A14: In the case, part of products of your order are out of stock, we might divide your order into more than one shipping, which no extra shipping and handling fees will be charged to you.
由於部分貨品暫時缺貨的關係，我們會先將已有的貨品寄送給您，而缺貨的則須在向供應商訂貨後再郵寄予您。郵費方面，我們只會按訂貨單上所列出的郵費計算，所有多出的費用將由本公司負責。

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Q15: I cannot receive my purchase for a long time, how can I do? 等了許久仍收不到我的訂購，該怎麼辦？
A15: An Order Number is given in our confirmation to you; please check your order shipping status with your Order Number reference by sending email at services@hongkongeshop.com
我們電郵給您的訂購通知單上，附有訂貨號碼(Order Number.)，您可電郵上述郵址，向本公司的客戶服務部，查詢有關貨物的運送情況。

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Q16: Mistake or omission was found on my purchase received, how could I do? 收取訂購後發現有錯漏，該怎麼辦?
A16: Two situations may cause the mistake or omission; one is by our error in processing your order, and the second is due to customer placed a wrong order. For our error in processing, please keep the products you received with good condition, and contact us by email at services@hongkongeshop.com within 14 days, we will arrange the product return and no expenses will be charged to you for our error. In the case of customer placed a wrong order, no product return will be accepted and we will not responsible for any product returning expenses and charges.
導致以上情況的原因可以有兩個：一是我們處理訂購的程序出錯，一是您誤訂了貨品。在發現我們處理訂購弄錯後，請保持貨品原狀，並於收貨後14天內電郵上述郵址，聯絡我們的客戶服務部，我們會為您處理郵寄退貨退換手續。若經證實因本公司疏忽而錯寄貨品，我們會負責一切郵費及關稅支出。若因為您誤訂貨品，我們將不會接受任何退貨負及擔任何退件費用及支出。

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