FAQ

Click on the questions below to see their corresponding answers.

1. WHO SHOULD I ASK FOR ASSISTANCE?

Please refer to our informative FAQ for details, or feel free to email us at [email protected] or call us at +852 2371 8233, and we will reply to you within 2 working days. Our service hours: 9am – 6pm, Monday to Friday (excluding Saturday, Sunday & Public Holidays). Our Customer Service Team will be happy to assist you.

2. HOW DO I PLACE AN ORDER?

Orders can be placed via our website (please refer to the shopping guide below). Should you have any issues when placing an order, please contact our friendly Customer Service team, who will be happy to assist you.

3. HOW DO I JOIN THE MEMBERSHIP?

Step 1: Click on “Login” at the top right hand corner of any page, and select "Create an Account".
Step 2: Fill in your details as requested.
Step 3: Click “Submit".

It's that simple! Membership registration should now be complete, and you should receive a confirmation email at your registered address. Members may click on “Login” at the top right corner of the website to enter their member information and shop with member privileges.

4. CAN I CHANGE MY ORDER INFORMATION, OR DELIVERY ADDRESS AFTER MY ORDER IS CONFIRMED?

If you wish to correct your contact information or delivery address after placing your order, please email us at [email protected] or call us at +852 2371 8233, and we will reply to you within 2 working days. Our service hours: 9am – 6pm, Monday to Friday (excluding Saturday, Sunday & Public Holidays). Our Customer Service Team will be happy to assist you!

An administration fee of HK$ 20 per contact information or delivery address change will be charged directly by our delivery team in cash at the time of delivery.

5. WHEN WILL I RECEIVE MY ORDER? CAN I CHANGE THE DELIVERY TIME?

For local order, your products will be expedited within 7 working days after your order is placed in general cases. (Note: Pre-ordered items will be sent after a specific period.)

We will send you a delivery notice by email to confirm the delivery date to the email address provided. You may also contact our Customer Service Team to change the delivery date.

On the delivery date, our delivery team will call you before heading to the delivery address, in order to ensure your availability to receive the delivery. You may also change the delivery time with our delivery team directly at that time. If our delivery team is unable to reach you at that time, the order delivery will be postponed until further arrangement.

If no one accepts the delivery at the appointed delivery address within the delivery time slot, our delivery team will leave a delivery message card. Please refer to the message card to contact our customer service team for self-funded re-delivery or self pick up.

Delivery service will be suspended when Typhoon Signal No. 8 or above, or the Black Rainstorm Warning is issued, or in the event of force majeure, without immediate notice. An alternative delivery date will be arranged once service has resumed.

Should you have any enquiries, feel free to e-mail us at [email protected] or call us at +852 2371 8233, and we will reply to you within 2 working days. Our service hours: 10am – 6pm, Monday to Friday (excluding Saturday, Sunday & Public Holidays).

For overseas orders, it will be shipped via S.F. Express or DHL. You may refer to the tracking number in the delivery notification email and check the status of your shipment by visiting the courier service's official website.

6. WHAT ARE THE FEES AND SERVICE COVERAGE FOR DELIVERY? IS THERE ANY EXTRA CHARGE FOR REMOTE AREAS?

Local Delivery

Every order above HK$500 (after discounts and vouchers), qualifies for free local shipping (districts within our delivery service coverage only*). Orders under HK$500 will be subject to a shipping fee of HK$40.

*Our delivery service is currently only available for addresses within Hong Kong Special Administrative Region (except the districts of Sha Tau Kok, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ma Chau, Lo Wu & Container Terminals). Remote areas may incur an extra cost: Ma Wan / Tung Chung - HK$150; Discovery Bay / Airport - HK$280; Outlying islands - HK$250.

Extra costs may be charged directly by our delivery team in cash at the time of delivery. P.O. Box are not accepted for local or overseas delivery

An administration fee of HK$ 20 per contact information or delivery address change will be charged directly by delivery team in cash at the time of delivery.

In cases where an item to be delivered cannot fit in a lift or be transported by the lift, or no lift is available, you may either pick up the item on the ground floor, or pay an extra upstairs delivery fee of HK$50 per floor (charged from 1/F onwards), in addition to any applicable delivery charges listed above. The extra upstairs delivery fee will be charged directly by our delivery team in cash at the time of delivery.

Overseas Delivery

Orders will be shipped via S.F. Express or DHL. You may refer to the tracking number in the delivery notification email and check the status of your shipment by visiting the courier service's official website.

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of pending payment verifications or customs clearance.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

Import Taxes & Duties - Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination. Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at DING DONG Takuhaibin For further details of charges, please contact your local customs office.

Customs & Regulations - You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

Foreign Transaction Fees - Foreign transaction fees may be charged once your payment transaction has been settled. These fees are determined by your bank's pricing and transaction fee policies. For further details of foreign transaction fees, please contact your bank.

DING DONG Takuhaibin reserves the right to update its shipping policy at its sole discretion without prior notice and changes will be posted on the Website.

7. CAN I PURCHASE FROM OVERSEAS?

Overseas customers can shop at our DING DONG Takuhaibin (International Store).

For purchasing the products of DING DONG Takuhaibin (HK Exclusive Store), overseas customers must provide a valid Hong Kong delivery address. Please refer to our delivery service coverage (FAQ Q6).

8. MAY I KNOW THE APPROXIMATE DELIVERY TIME?

Our local delivery time is within 10am – 8pm, Monday to Friday (excluding Saturday, Sunday & Public Holidays). The delivery date and time may be subject to change due to bad weather and/or traffic conditions.

9. CAN I CHANGE OR CANCEL MY ORDER?

Sorry, ordered items and quantities cannot be changed or canceled once the order is confirmed.

For any incorrect order due to problems with our information or system, you may contact our Customer Service Team for assistance.

10. HOW CAN I PAY WITHOUT A PAYPAL ACCOUNT?

In addition to paying directly with a PayPal account, you may also pay by Visa, MasterCard, American Express or Discover credit cards via PayPal. We currently accept the above payment methods only.

11. HOW CAN I RECEIVE THE LATEST PROMOTION DETAILS?

You may register as a member, and/or subscribe to our newsletter at the bottom of the website to know about Sales, Events and Exclusive Offers!

12. CAN I EXCHANGE PRODUCT OR RETURN PRODUCT FOR A FULL REFUND?

Sure. You can contact our customer service team within 7 days of delivery with your order number and the evidence of the product damages and defects to request for exchange. Once the exchange is confirmed, we will arrange customers to return the items within a designated period.

All return shipping fees and other miscellaneous fees are the responsibility of the customer. We will not pay for or refund these fees. Return packages are the customer's responsibility until they are received by us. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.

All returning products must be in original condition, with all tags attached, and must be returned in the original undamaged box and/or packaging.

Note:The special packaging box that is complimentary for purchases of certain amounts is not a sale item, but for product packaging and protection only. Dents or scratches on the packaging box surface caused by delivery are not included in the Exchange & Refund policy.

The free special packaging box cannot be exchanged unless it is damaged to the extent that it can no longer protect the product inside.