Frequently Asked Questions
Do you have my favourite product ?
You can easily search for a specific product in our search bar on the top of our website. In case you can’t find the brand you are looking for, we suggest you search for similar products and see the results.
We select our brands and products carefully and our range is constantly growing. If you’d like to suggest a brand and/or product that we should add onto our selection, we’d love to hear from you. Please send us a message at email@example.com.
The product I want is out of stock. When will it be back in stock?
We regularly ship directly from our suppliers in Australia, New Zealand, the United States and other counties of the world. The time before a product is back in stock can depend.
If you sign up for an email alert by clicking “Notify Me When Available” on the product page we can let you know when the product you like has arrived. Simply enter your email on the designated bar and you’ll receive an email notification when the product is back in- stock.
Where can I find ingredients / nutritional information / certification information for a product?
You can find all necessary information on the right panel of the product page, to the right of the product images (click ‘Read More’ to see the full information).
Which payment options do you offer?
Currently, our online stores can process payments made by credit card (Visa, Mastercard, American Express), Apple Pay, PayPal, Alipay and WeChat Pay.
What if I don’t have a Credit Card?
The easiest way is simply to add a debit card to your PayPal account. If you don’t have a PayPal account it’s easy to set one up with just an email address and bank account, using the link here
How do I join the Loyalty Programme?
You will be automatically added as a member of our Loyalty Programme and start accruing points when you create an account in our online store at www.TheStore.com.hk.
How do I get Loyalty Points?
There are several ways to earn Loyalty Points:
- The first one is by placing a purchase on our online store. You will automatically earn 1 Loyalty Point for every HKD you spend on our products.
- You may further earn points by reviewing our products, referring us to a friend, liking/following our social media pages, and by turning years!
Click on the green Loyalty-icon on the bottom left of our website for more details and to see how many points you can earn for each one of the aforementioned actions.
How do I view my Loyalty Points balance?
Click on the green Loyalty-icon on the bottom left of our website. Your current balance will appear at the top of the pop-up window when you are logged into your account.
How do I redeem my Loyalty Points?
Loyalty Points are redeemable as discount coupons. To redeem a discount coupon, click on the green Loyalty-icon on the bottom left of our website. You will be able to see how much you will get off your order right under the text ‘Next reward’.
To view your discount simply click ‘View’ and then ‘Redeem’. The discount code will automatically be added in your checkout page, you don’t need to do anything else!
Shipping & Delivery
What are your shipping fees?
Shipping is free for orders over $450. Orders under this amount will incur a delivery charge of $100.
How long does the shipping take?
We offer same-day delivery for all orders placed before 2:30pm (before 11:30am for office deliveries) from Monday to Friday to most areas in Hong Kong Island, Kowloon and New Territories. We also deliver on Saturday’s but we cannot guarantee same-day delivery on weekends.
Which areas are not guaranteed same-day delivery?
Please see this link for areas which are not guaranteed same-day delivery. Orders will be delivered no later than two working days for these areas.
Will I get a call from you before delivery?
Yes we’ll give you a call when we are on our way.
Our delivery agent will contact you by phone once they are at the recipient address. We will contact the phone number on your profile, or feel free to add a new number in the notes section on the check out page.
In addition, we’ll also send you an SMS notification letting you know we’re on our way!
How do I know that my order has been delivered?
You will receive an email when the package has been delivered.
I ordered yesterday before 2:30 pm and still haven’t received my order. Where is it?
Unless the address you have made an order to is in a remote area or you have entered an incorrect/invalid address, you should have received your order by now. In the shipping confirmation email, you can find a tracking number for our delivery partner. Click the link and have a look at the whereabouts of your order.
If something doesn’t seem quite right, please contact us at firstname.lastname@example.org with your order/tracking number. We’ll track down the package for you and get back to you straight away.
I would like to change the delivery address/contact phone number, how do I do that?
Please contact us at email@example.com with your order/tracking number.
Can the package be left with my security guard / front desk / pet dog?
Sure thing. If you’d like to leave the package at the concierge / front door on the “Enter Special Delivery Request” -field on the checkout page, and we’ll fulfil your wish (sorry, human’s only)!
Did I miss the delivery time?
Missed your delivery? No stress! We’ll give you a call to reschedule, or simply reach out to us as firstname.lastname@example.org and request a re-delivery for you. Please have your order number and tracking information with you.
Does The Store ship internationally?
At this time we are only delivering to Hong Kong and Mainland China.
Want to be notified when we deliver to your home country? Simply drop us a line to let us know where you live and we’ll add you to our list. We will be delivering to all neighbourhoods throughout Asia soon, you’ll be the first to know as soon as we do!
To order from anywhere within Mainland China simply… We make paying for your order as easy as possible, you may pay with Alipay, WeChat Pay or any of the other methods available on our site.