常見問題
常見問題
關於訂單
Q 我還沒有收到包裹應如何處理?
A 如你有包裹的物流號，你可以到我們的訂單查詢頁查看。如沒有，則如我們的客服人員聯絡WhatsApp 4621-1174 或 keepyhandmade@gmail.com，我們會儘快與你聯絡。
Q 我應如何支付我的訂單?
A 我們的網站可以支持多種支付方式，如:VISA, Mastercard, AE, Apple Pay 和 Google Pay。當然也有PayPal。
Q 你們的網站安全嗎?
A 您可以放心，在我們網店購物是安全的。我們使用最新的安全系統和加密軟件來確保您的個人詳細信息（例如姓名、地址和銀行詳細信息）安全。
Q 如果我收到錯誤或破損産品應如何處理?
A 得知您收到了錯誤或破損産品，我們深感遺憾。請儘快我們聯絡WhatsApp 4621-1174 或 keepyhandmade@gmail.com，請包含您的訂單號、您應該收到的物品的名稱/產品代碼以及任何進一步的詳細信息。我們將在 3 個工作日內與您聯繫以解決您的問題。
Q 我可以修改訂單內容嗎?
A 一旦您下訂單，就無法修改任何詳細信息，我們的製作/倉庫團隊會直接收到訂單，並且已經開始處理您的訂單。
關於運送
Q 我可以選擇甚麼方式運送商品?
A 我們只有提供 SF express 運送。如訂單滿400元即可享有本地免運費，否則需要支付運費35元。
Q 你們還有甚麼地區可以按排送貨的?
A 我們只會寄送以下地區: 香港。
Q 通常運送時間會多久?
A 通常(梘液、泡泡、噴噴、搓手)下單後會即時新鮮製作，(視乎整體訂單數量)大約2-4個工作日完成，其後會盡快出貨。寄出後一般2-4個工作天內會收到産品。整個過程大約需時3-7個工作日。
如果是自訂產品(如:照片皂/字句皂)，製作需時，請耐心等候，請預先WhatsApp聯絡確認製作及運送所需的時間。
請留意我們不會在週末及公眾假期安排出貨。
關於退換
Q 你們有退換服務嗎?
A 有，詳情請參閱退換政策。物品必須在收到後 7 天內寄回。
- 必須預先WhatsApp 4621-1174或電郵到keepyhandmade@gmail.com聯絡。(有可能要求您提供照片/影片)
- 物品必須完好無損。
- 物品必須附有所有標籤並使用原包裝。
- 物品必須退回到我們的退貨地址(聯絡時會提供)。
Q 你們會退回貨品的運費嗎?
A 很抱歉，我們不提供免費退貨。任何退貨費用將由您自費。
Q 如果我收到錯誤或破損産品應如何處理?
A 得知您收到了有破損的產品，我們深感遺憾。在購買後 7 天內與我們聯絡 WhatsApp 4621-1174或電郵到keepyhandmade@gmail.com ，並附上有問題產品的圖片，我們將與您聯繫以解決問題。
Q 通常處理時間是多久?
A 我們會盡快處理您的退貨，但有時在您將商品退還給我們後，可能需要長達 14 天的時間來處理您的退款。如果您在退回商品 14 天後仍未獲得退款，請即與我們聯繫WhatsApp 4621-1174或電郵到keepyhandmade@gmail.com ，並提供您的回郵收據中的郵資信息證明，我們將對此進行進一步調查。
Q 如何查看我的退換狀態?
A 一旦我們收到您的退件，您將收到一封電子郵件通知。然後，您還會收到我們的電子郵件，說明您的退款已處理。請注意，付款可能需要 3-5 個工作日才能顯示在您的帳戶中，具體取決於發卡機構。
FAQ
About Order
Q What if I have not received my order?
A If you have tracking number, you can go to our order tracking page. If not, please feel free to contact us at WhatsApp 4621-1174 or keepyhandmade@gmail.com for an updated on the status of an order.
Q How can I pay for my order?
A We accept the following payment cards: Visa, MasterCard, AE, Apple Pay and Google Pay. We also accept PayPal payments.
Q Is it safe to order online?
A You can rest assured that shopping with our website is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Q What should I do if I receive an incorrect or faulty item?
A We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at WhatsApp 4621-1174 or keepyhandmade@gmail.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.
Q Can I make changes to my order?
A Unfortunately, once you have placed your order it is not possible to amend any details, our production and warehouse teams receives orders directly and will have already started processing your order.
About Delivery
Q What are my delivery options?
A We use SF express to ship our deliveries in Hong Kong. You can enjoy free shipping of Hong Kong on order over HKD400, otherwise, there is a HKD 35 shipping fee per order.
Q What countries do you deliver to?
A We currently deliver to following countrie(s): Hong Kong.
Q How long does delivery take?
A Order will be made immediately after placing the order, (depending on the overall order quantity) about 2-4 working days to complete and will be shipped as soon as possible. Generally, will be received within 2-4 working days after dispatch. The whole process takes about 3-7 working days.
Customize products take more time to produce, please contact in advance to confirm the time required for production and delivery.
Please note that we do not work on Sat, Sun and public holidays.
Delivery typically takes between 3-7 business days.
About Return and Refund
Q What is your returns policy?
A Items must be returned within 7 days of receipt.
- Please contact us by WhatsApp 4621-1174 or email: keepyhandmade@gmail.com before any return/exchange. We may require you provide photos/videos as the proof of the damage/quality problems.
- All return/exchange item(s) should be shipping back to us with 7 days after you received.
- To be eligible for return, item(s) must be unused and in the same condition that you received it.
- It must be in the original packaging.
- Please return the item(s) to our address. (We will provide the address when return/exchange is offered.)
For more information, please read our Return Policy.
Q Do you offer free returns?
A Unfortunately, we do not offer free returns. Any returns will be at your own expense.
Q What if my product is faulty?
A We are sorry to hear you have received a faulty product. No problem! Contact us by WhatsApp 4621-1174 or send our customer service team an email within 7 days of received date at keepyhandmade@gmail.com, with images of the faulty product and we will be in touch to resolve the issue.
Q How long does it take to process my return?
A We aim to process your return as soon as possible, but on occasions it may take up to 14 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 14 days of returning the item(s), please contact us at WhatsApp 4621-1174 or email: keepyhandmade@gmail.com with the proof of postage information from your return carrier receipt and we will investigate this further.
Q How can I track the status of my return?
A As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.