FAQs
FAQ
[ Member Account ]
Do I need to register as Delights member before any purchasing on online store?
Please register as Delights member to enjoy exclusive member offers, click here to register, you may either checkout as guest at City Chain Hong Kong online shop.
How can I update my personal information?
Please contact us by email cs@citychain.com for your request of personal information update.
How can I retrieve my password if I have forgotten it?
Please click here or 'Forgot your password?' Enter your registered mobile phone number, and click 'Reset my password'. We will send a password reset link to your registered email. Your password must be different from previous used passwords.
Password must: At least 10 characters, include lower and upper characters, contains a number or symbol.
How to reset my password?
Please select the "Forgot Password" option and input your registered member's phone number. The password reset link will be sent to your registered email. If you are unable to receive the relevant email or encounter other problems, please send your request to cs@citychain.com and indicate your registered phone number and correct email address for further assistance.
[ Orders ]
How to order?
- Register as a member of City Chain Delights or log in to your member account
- Select desired products
- Check and confirm the product and quantities in the order summary
- If you need to use a promotion code or E-coupon code, please enter it on the payment page and click "Apply"
- Click " Checkout"
- Enter the shipping address and payment details, click “Pay Now”
- Complete the transaction
What payment method is accepted?
Our online store supports the following payment methods
- Visa, Master, Unionpay & AE Online payment
- Apple Pay, Google Pay, Shop Pay
Do you accept Cash on delivery?
Cash on delivery is not accepted, please pay online.
How to check the current status of the orders?
The delivery notification email with status tracking number will be sent once the order is ready to ship.
You may check the order status by selecting the options in our online shop: my account> order list> order status.
Can I modify my confirmed order?
If the order is already paid, please contact customer service at cs@citychain.com by email for assistance.
[ Delivery method]
Can I request to deliver goods outside Hong Kong?
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.
How many days does it take for an ordered item to arrive?
After confirming your order and payment, the order will be proceeded within 2 to 3 working days. Please note that the above delivery time is not guaranteed for the actual delivery time. We are not responsible for any damage, destruction or loss of the Products or late delivery, wrong or missed pick up or tracking issues with the courier.
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.
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.
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 the non-permanent address, public area & P.O. boxes. We are not responsible for any problems due to incomplete delivery address provided.
May I choose Shop Pick-up service?
We offer the Shop Pick-up option at one of the designated shops in the online order form. Once selected, the item will be delivered to the designated shop within 2 to 5 working days, except for pre-ordered models, and you will be contacted by phone to pick up the item once ready in shop. If you need to arrange to pick up your order at a non- designated shop, please contact the customer service team to request special arrangement. Customers are required to show their membership account number and order number when picking up the items.
Can I pick up the item from SF Locker?
We mainly use SF Express for courier service to your delivery address and pick up service. Please provide a commercial or residential address in Hong Kong & Macau for delivery, or please input the address of SF Express store or EF Locker for self-pick up service. For more information, please refer to
SF Locker:
https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/SF_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 have 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, 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.
How should I do with my Solvil et Titus quartz watch’s battery run out?
We provide free of charge battery change service for all Solvil et Titus watches sold within 2 years from the date of purchase.
Can I return or refund my product?
All confirmed orders do not accept returns and refunds, except for the Solvil et Titus.
https://www.citychain.com.hk/pages/return-policy
Can I exchange the product?
Product exchanges are applicable for Solvil et Titus, please refer to the product return terms and procedures.
https://www.citychain.com.hk/pages/return-policy
Bracelet links adjustment
Please bring the watch with the warranty card to one of City Chain stores for free of charge bracelet links adjustment.
