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FAQs

At Gift Something we understand that each customer has their own unique needs and preferences, as well as different questions and concerns about our services and products. We have compiled a list of our most frequently asked questions below to help answer some of our most common questions. If you cannot find the answer to your question below, or have further questions, we encourage you to get in touch with one of our customer service representatives on (852) 2730 0885 or through email at hk@giftsomething.com who will be happy to help.

What currency is used on Gift Something and how do I pay for my items?

Prices displayed on giftsomething.com are in Hong Kong Dollars, unless stated otherwise. You can pay for your purchase with your credit card through one of our secure online payment gateways. We also accept payment via direct bank transfer and direct bank deposits.

 

Do you accept both credit and debit card payments?

We accept most major credit cards on our website including Visa, MasterCard and American Express. You can pay for your purchase using your debit card through the PayPal payment gateway if your account is linked to your card or bank account. If you are experiencing difficulties and your card cannot be processed, one of our customer service representatives will be happy to provide you with alternative payments methods. You can contact our CS team on (852) 2730 0885 or through email at hk@giftsomething.com

 

HOW CAN I PAY FOR MY PURCHASES ON GIFT SOMETHING?

You can pay for your order online through our website using your credit card or PayPal. We also accept payment via direct deposit into banks and direct bank transfer. Alternatively, we can process your payment with offline facilities.

We will also be introducing additional payment methods such as PayMe, WeChat and FPS (Fast Payment System) in the near future.

 

HOW DO I ADD A PROMOTION CODE TO MY ORDER?

Please select the ‘Have a promotion code? Click here’ link located in the bottom left of your shopping cart. The section will display a field for you to enter your promotion code. Click on ‘apply’ to add the promotion code to your order.

 

I placed an order online but did not receive a confirmation email. How do I know whether my purchase was successful?

An automated confirmation email will be sent to the email address provided during checkout within 10 minutes of placing your order. If the email does not appear in your inbox please check your junk box or clutter folder. If you are unable to locate your confirmation email you may contact our customer service representatives on (852) 2730 0885 or email us at hk@giftsomething.com to confirm your order with us.

 

I’ve changed my mind, can I change or cancel my order?

You may change or cancel your order if we receive notice at least 2 working days prior to delivery. If less than 2 working days notice is given, you will be charged HKD $120 for administration and handling costs.

Requests to cancel or change orders containing perishable items such as food, beverages, fruit and flowers may be refused if your order is in the process of being packed or prepared. We cannot cancel or change any orders which have already been packed, dispatched or delivered, and the customer will be required to pay the full value of the original order. More information can be found on our terms and conditions page.

If you would like to cancel or amend your order, please contact our customer service team by phone or email. 

 

DO YOU HAVE A PHYSICAL STORE THAT ALLOWS ME TO CHOOSE AND PURCHASE YOUR GIFTS?

We do not have any physical stores however we do provide our customers with the option to collect their gifts from our warehouse after their purchase has been made online. 

Simply enter “Self-Pick-up” in the address field and special request field on the checkout page and your hamper will be ready to collect on your chosen date.

Our warehouse location is:
Unit 2403, 24/F, Tsuen Wan Ind Centre, 220 Texaco Rd, Tsuen Wan, Hong Kong

Collection is available Monday to Friday from 9.30am to 5.30pm. Please note that this service is not available on public holidays.

 

I am trying to place an order for same day delivery but I cannot select todays date at checkout even though it is before the cut off time.

We offer same day delivery on most items on our website if the order is placed before 1pm HKT. Same day delivery is not available for pre-order and seasonal items, or individual gifts. If you are unable to select todays date during checkout, it is likely that one or more items in your basket is a pre-order item, or the delivery address of your gift is to an outer suburb area.

 

WHICH AREAS DOES GIFT SOMETHING OFFER DELIVERY?

We offer delivery to all Hong Kong Metropolitan areas. We can deliver to residential areas, offices, shopping malls, schools, hotels and Hong Kong International airport (non-restricted areas only).

 

DO YOU CHARGE FOR DELIVERY?

We provide free delivery to Hong Kong metropolitan areas. Outlying areas will incur a $300 delivery fee. You may refer to https://giftsomething.com/hk-en/free-delivery/ for more information.

 

DO YOU DELIVER OVERSEAS?

Yes, at Gift Something we are able to accommodate requests for international shipping. Please contact our customer service representatives via phone (852) 2730 0885 or email (hello@giftsomething.com) for shipping costs and additional information. Please note that some countries may have imposed restrictions and some items may be prohibited from being shipped.

 

I have made a mistake on my order. What should I do?

Customers are responsible for ensuring that the information they provided is correct and accurate, therefore we advise that our customers check all information within their confirmation email thoroughly. If you have made a mistake, please contact our customer services team as soon as possible to rectify this. You may be charged a small administration fee for changes to the recipients’ details, shipping information or message card if your order is in the process of being packed or dispatched.

We may be unable to amend any mistakes if your order is on route for delivery and Gift Something cannot be held responsible for any failed deliveries as a result of recipient unavailability, incorrect delivery address or insufficient recipient information which prevents us from successfully delivering your order.

You may be charged a re-delivery fee for each additional delivery attempt if the original delivery failed. In cases where the gift contains perishable items such as fresh fruit, beverages, food or flowers and re-delivery cannot be made within 48 hours of the original scheduled delivery, we may be required to replace some or all of the perishable products in your order at the cost of the sender.

 

The delivery timetable does not appear on the checkout page and I cannot complete my order.

The delivery timetable will be generated by our system after taking into account the suburb in which your gift or gifts are to be delivered. Please type in the first few characters into the “suburbs” field and select the suburb from the drop down menu. 

 

How early can my gift be delivered?

The earliest possible time and date in which your gift(s) can be delivered is dependent on the items in your basket. We offer same day delivery for most of our hamper and flower gifts ordered before 1pm HKT, however this is not available during busy holiday seasons for individual products, or delivery to outer suburb areas. You can find more information by reading our delivery schedule.

 

Do I get to choose the date and time that I want my gift to be delivered?

Yes, you can choose your preferred delivery date and delivery time slot if you are purchasing a hamper or flower gift on our site. This service is not available for individual items and may not be available for pre-order or seasonal items.

 

I want my gift to be a surprise. Can I send it anonymously?

Yes. If you want your gift to be sent anonymously simply leave your name off the signature field of your message card and the senders name will not be disclosed with the gift.

 

HOW WILL MY GIFT BE WRAPPED AND PRESENTED? CAN YOU SEND ME A PHOTO?

Certainly! Add a remark to request for a photo in the special request field on the checkout page and we will send you an email with a photo of your wrapped gift once it is ready.

You may also get in touch with us via email (hello@giftsomething.com) and our customer services team we will be able to assist you. Please note that we may not be able to fulfil such requests if your order has already been dispatched for delivery.

 

I WANT TO ADD MY OWN PERSONAL ITEMS. HOW CAN I DO THIS?

Certainly! All need to do is send us the item(s) that you want included with your order and we can help to pack it for you. Whether it’s a personal card, gift vouchers, business cards, or a gift item our team are here to help! 

Simply send your items to our warehouse & dispatch centre at least 2 working days prior to delivery and we’ll handle the rest. Please note: additional handling fees may be required.

Warehouse address: Unit 2403, 24/F, Tsuen Wan Ind Centre, 220 Texaco Rd, Tsuen Wan, Hong Kong

 

Do you deliver during weekend and public holidays?

If you would like your gift to be delivered on a weekend or public holiday (including Christmas Day, Chinese New Year, Valentine’s Day and Mother’s Day) you must place your order with us in advance as we do not offer same day delivery during these dates.

Flower purchases are available for weekend delivery if your order is placed on Saturday up until our 1pm cut off time.

If I order multiple items to one address will they be delivered together or separately?

If you add the two or more items to your cart and only provide one delivery address for your order we will arrange for your entire order to be delivered together. However please note that the delivery date may be affected according to the items you purchase.

 

I WANT TO ORDER MULTIPLE GIFTS. CAN EACH OF THEM BE DELIVERED TO A DIFFERENT ADDRESS?

No problem! You can conveniently place multiple orders for delivery to separate addresses through our website. Simply click on “Check Out with Multiple Addresses” in the shopping cart and you will be directed to our multi-recipient checkout page where you can enter a different shipping address and individual message for each gift item in your order.

Alternatively, you can get in touch with us via phone (852) 2730 0885 or email (hello@giftsomething.com) and we’ll send you our order form to fill in.

 

SOME OF THE PRODUCT PHOTOS ON YOUR WEBSITE ARE SHOWN WITH DECORATIONS. ARE ANY DECORATIONS INCLUDED IN MY ORDER?

Only our seasonal Christmas, Mid-Autumn Festival and Chinese New Year hampers will include a small decoration. Decorations shown in our product photos are for illustration purposes only. All other hampers are packed without decorations.

 

THE ITEM I RECEIVED LOOKS DIFFERENT TO THE ONE I ORDERED. HOW COME IT DOESN’T MATCH THE PHOTO ON YOUR WEBSITE?

Whilst we make every effort to provide you with the exact product offerings as displayed in our product photos and descriptions some items may be subject to substitution due to limited availability. We will endeavour to provide the same item in an alternative pattern, colour, style, design or flavour where possible. In the event that we are unable to provide this, we will substitute with a similar item of equal or greater value.

More information regarding our substitution policy can be found here.

 

I want my gift to be delivered today, but I have missed the cut off time for same day delivery.

Depending on the nature of your gift, you may be applicable for our urgent delivery service at an additional $200 surcharge. You can contact our customer services team on (852) 2730 0885 or through email at hk@giftsomething.com to see whether your gift is eligible for this service.

 

What will happen to my order if there are severe weather or traffic conditions?

Whilst we endeavor to deliver your order on time and within your requested time frame, we may be delayed due to unforeseen circumstances such as vehicle breakdowns, roadworks weather conditions and traffic accidents.

 

In the event of severe weather conditions such as a typhoon signal number 8 or higher or black rainstorm, we will postpone the dispatch of your order until the severe weather warnings are lowered by the authorities.

 

I want to track the progress of my order. How do I do this?

To get a progress update or delivery status of your order you can call our customer service team on (852) 2730 0885 or send an email to hktracking@giftsomething.com.

 

My order contains perishable items, will they still be fresh upon delivery?

We prepare and pack all orders containing perishable items on the day of dispatch to ensure that they retain their freshness. We use only the freshest produce and products available each day, however the quality and freshness of all perishable items are subject to daily market supply, climate changes and seasonal availability.

Gift Something cannot be held accountable for the loss of freshness and quality to perishable items if delivery to the recipient has failed, where we are not responsible. This includes failed delivery due to recipient unavailability, incorrect delivery address or insufficient recipient information which prevents us from successfully delivering your order.

To ensure that your order is delivered fresh, we may be required to replace some or all of the perishable items within your order. Any replacements made will be billed to the customer at 70% of the original price. 

 

Is the payment process and information I provide to Gift Something secure?

Customers making a purchase on our website does so through a secure payment gateways such as PayPal or Braintree. All data submitted through our website is encrypted to keep your personal and financial information secure and to protect our customers from unauthorized access by automated process.

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