After Sales Service

Amend Order

The system will automatically send the confirmed order to the respective merchant for processing shipment. If any product changes are made, it may impact the stock and logistics processes. Therefore, the platform is unable to modify the products in aconfirmed order.

Cancel Order

1. Once the order is confirmed, cancellation of the order is not accepted as the system immediately notifies the merchant of the order details and delivery arrangements to avoid affecting the delivery process.

2. If the customer insists on canceling the order, the platform must contact the merchant. The cancellation can only proceed if the merchant has not dispatched the order and agrees to the cancellation. In cases where the customer insists on canceling the order, they must submit a request to customer service before 23:59 on the day of order confirmation, and the platform will charge a 3% administrative fee. If the request is submitted after 23:59 on the same day, the platform will not accept any applications.

Order Undelivered

1. If an order is returned due to reasons such as an insufficient or unclear delivery address, multiple unsuccessful delivery attempts, or the recipient refusing to accept the package, the package will be destroyed, and the order will be canceled without any refund.

2. If you choose to pick up your order at a designated pickup point, please collect the package within 7 days after receiving the SMS notification. Failure to do will result in the package being returned to HKMall consolidated warehouse. If you wish to have the package reshipment, you will be responsible for the logistics fees associated with the reshipment. If the platform does not receive a request for reshipment within 7 days, the order will be canceled without any refund.

Fulfilled Order

If the order has already been shipped, cancellation requests will not be accepted.