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City Chain

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Frequently Asked Questions


Order



Do I need to register as Delights member before purchase on online store?


Yes, you have to register as Delights member toshop online at Hong Kong City Chain Online Shop, please click here to register.


What payment method is accepted?


Our online store supports the following payment methods

-      Visa, Master & AE Online payment

-      UnionPay

-      AliPay Hong Kong

-      WeChat Pay (Only applicable for shopping by Desktop, not support browsers in mobile phone) 

-      Tap & Go Mobile wallet, virtual Mastercardcard or virtual UnionPay card


How to use consumption voucher when shopping in online shop via Alipay payment method?

Please select Alipay payment method when you check out your shopping cart & settle the payment, the balance of the consumption voucher can settle the purchase. 
If the purchase amount exceeds the balance of the consumption voucher, you may select a payment method to settle the remaining amount, e.g. Alipay balance, credit cards. 



How to track my order status?


Please log in your Delights account and click on my account, go to Order list to track the status of your order.


Can I modify the order?


If the order is already paid, please contact customer service at cs@citychain.com by email for assistance and to apply order cancellation and refund. Once confirmed order cancellation, you may place a new order for your favourite items.



Delivery method


Do I need to pay for shipping? 


All Orders are delivered by courier service. Total shipping costs will be shown on the Website and the Order confirmation when we confirm your Order. Free delivery cost of Hong Kong & Macau delivery is provided for any purchase amount HK$500 or over. Delivery cost HK$30 would be charged to the order which purchase amount is below HK$500.


How many days does it take for an ordered item to arrive?



After confirming your order and payment, the order delivery will be proceeded within two to four working days. Please note that the above delivery time is not guaranteed for the actual delivery time. We are not responsible for any late delivery or tracking issues with the courier. Please be aware that scheduled delivery is not available.


Pre-sale and some products may not apply to the above delivery lead time, please refer to the estimated delivery date in the product page.


During peak periods, it may affect the delivery time due to the high volume of orders, thanks for your understanding.  



Can I request to deliver goods outside Hong Kong and other countries?


The products can be only shipped to Hong Kong and Macau. Shipments cannot be made to P.O. boxes, or locations where delivery services are limited by the carrier.


What does the delivery address require? 

Please provide the full address as delivery address, we accept residential, industrial & commercial address, or non-commercial organization address. The delivery cannot be made to non-permanent address, public area & P.O. boxes. We are not responsible for any problems due to incomplete delivery address provided.



Can I pick up the item by myself?

 

We mainly use SF Express for courier service to your delivery address, no pick up at City Chain shops is available. Please provide a commercial or residential address in Hong Kong & Macau for delivery, or please enter the address of SF Express store or EF Locker for self-pick up service. For more information, please refer to

 

EF Locker: 

https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/EF-Locker/

SF Express store: 

https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/SF_store_address/

SF Express Service Center: 

https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/SF_business_station_address/


For high value items, we normally use DHL for the delivery which self-pick up service is not available. Our Customer Service department will contact customers about the delivery arrangements.



Product



Does the product has warranty?


All products sold by us are covered by the warranty from the date of purchase. Please refer to the warranty card or warranty booklet for the detailed warranty terms and the warranty period offered by each brand or please contact customer service for details.


The warranty does not cover bracelets, crystals, batteries, wear to the case or moisture damage (if the Product is non-water resistant), nor does it apply if there is evidence of misuse or abuse, including defects related to servicing not carried out by authorized dealers. Products damaged by wear and tear are not classed as a manufacturing defect.


Bracelet links adjustment 


Please bring the watch with the warranty card to one of City Chain stores for free of charge bracelet links adjustment. 

For store locator, please visit https://www.citychain.com.hk/en/stores 


Can I return or refund my product?


All confirmed orders do not accept returns and refunds, except for the Solvil et Titus.


Can I exchange the product?


Product Exchanges are applicable for all brands sold by us, please contact customer service at cs@citychain.com by email for exchange request. Please refer to the product exchange and return terms and procedures.