FAQs Frequently Asked Questions
What should I do if I have received defective or wrong product in my order?
Should you find any missing, wrongly shipped, incomplete or defective items in your order, please contact us and include your order number, description and photo of the item, name, contact number and recipient’s address and email us at firstname.lastname@example.org within 3 days of receipt.
After confirmation, you can then proceed to return the items to us. Upon receipt of your returned items, we will provide replacements items of the same style, size and colour, subject to availability. If we are not able to replace the items due to unavailable stocks, we will issue a refund to you.
We do not accept any item returns or exchanges without any prior contact with us.
All sold items are not refundable or returnable except for damaged or defective items.
Can items be shipped outside of Hong Kong?
We offer overseas shipping services – please refer to the shipping rates table for shipping charges.
Macao HKD100 for all orders
China HKD150 for all orders
Taiwan HKD150 for all orders
Singapore/ Vietnam/ Thailand/ Malaysia/ South Korea/ The Philippines HKD260 for all orders
Indonesia/ Myanmar/ Cambodia HKD380 For all orders
Japan HKD430 for all orders
Australia HKD530 for all orders
USA/ Canada/ Mexico/ New Zealand HKD580 for all orders
Europe Zone 1: Belgium/ Netherlands/ Germany/ United Kingdom/ France/ Luxembourg/ Italy HKD690 for all orders
Europe Zone 2 : Austria/ Bulgaria/ Czech Republic/ Denmark/ Finland/ Greece/ Hungary/ Ireland/ Norway/ Poland/ Portugal/ Romania/ Slovakia/ Spain/ Sweden/ Switzerland/ Croatia/ Slovenia/ United Arab Emirates HKD900 for all orders
Do I have to pay import taxes or customs duty on my order?
The purchaser is responsible for paying any taxes, duties or additional cost which may be levied at the time of importation. We suggest contacting your local customs authority or post office to find out about potential additional charges prior to placing an order.
What payment methods are available?
Payments can be made through FPS, ALIPAY, WECHAT PAY , VISA or MasterCard. The credit card account must be active at the time of payment – otherwise the order will be invalid. There are no additional handling fee for purchases made with credit cards. To ensure a smooth ordering process, we recommend using a valid credit card that is registered with Visa Verified or MasterCard® SecureCode™ services.
*To avoid cancellation of your order, we do not recommend using Virtual Bank Cards to settle your order payment.
Can only registered users order products on the website?
How do I cancel a confirmed order?
Sorry – once confirmed, your order is immediately forwarded to the relevant departments for processing and delivery, and payment transaction for the ordered items are immediately finalised. All confirmed orders with delivery details cannot be cancelled or changed under any circumstances.
How can I check my transaction history?
You can check the record of your purchases for the past 6 months under Purchase History or through the Order Confirmation notifications sent to your email after each successful transaction.
How do I track the shipping information of my order?
Your order can be tracked using the tracking number in the Delivery Confirmation email sent by the logistics company when your order is ready to be shipped.
Overseas deliveries are handled by delivery service providers at the respective locations.
Can multiple orders be combined for shipping?
To avoid confusion in the shipping process and logistical issues, we are unable to combine orders or ship orders in different batches.
Why is the product that I have received look different from the pictures seen on the website?
All product images/videos on the website are for reference only. Size, colour and details of the actual product may vary. In case of differences, the actual product shall prevail.
What should I do if I do not receive the order after the delivery window?
If you do not receive your order within 7 days of the specified delivery date, please contact us at email@example.com
Will Pre-order items be delivered with my other orders?
No, Pre-order items will be delivered separately according to the expected delivery windows.
Can I amend my shipping information on my order?
To ensure timely delivery, TO ZERO recommends customers who need to change delivery address(es) to contact SF Express directly after receiving SF waybill number(s). However, do note that SF Express may charge additional service fees to customers in such cases.
How long does it take for my return to be processed?
Once we have received your return, it will take at least 21 days to complete. You will receive a confirmation email once the return is completed.
Please note that due to differences in individual measuring methods, elasticity of fabric materials, washing treatment and other factors, there may be discrepancies in the size of the actual item, with an acceptable tolerance within 2-3cm. Also, the colour of the product may vary when displayed on computer screens – colour on the actual product shall prevail.
Once you have successfully placed an order, an Order Confirmation will be sent to your registered email address. If you did not get an Order Confirmation email, please check for the following:
- Have you filled in the registered email address correctly?
- Have you checked your email’s spam / junk mail folder to verify if the Order Confirmation email were marked as spam / junk mail?
Remember to add TO ZERO to your safe / ‘not spam’ list to ensure that you will receive important notifications about your order from TO ZERO in the future.
* Please ensure that you have filled in your registered email address correctly, otherwise you will not be able to receive the Order Confirmation email.