一般查詢

FAQ

Post time:2019-02-01 00:00

Purchase

Do I need to sign up Pinkicon membership before placing an order?

Yes, to protect the right and interests of both parties, you need to register as a member in order to buy products from Pinkiocn . Also, you can enjoy the membership rewards and promotion.
You can register as a member for free if you have not registered as our member.

What should I do if I have forgotten my username/ password?

Our website provides the function of "Find my Password" which is located at the top left hand corner of the website.
Please press the button of "Forgot password" and the system will direct you to reset a new password.

How to change the password?

Login and go the menu on the upper part of the website and click "My Account", you can find "Security center" under the column "Account Management", then press "Change new password". After that, enter the original password and the new password, then click the "Confirm" button.

How to find the products I want?

You can find the brand you are looking for on the menu at the upper part of the website.
Or you can search the keywords of the product via the search column at the top of the website and find the products you need.
You can also sort the product category in the list on the left-hand side of the website, such as color/ B.C./diameter/etc. And browse all items from those categories to find out the products you want.

How to place an order?

1) Select the product, power and quantity, then add to the shopping cart;
Click the picture link of the product; Choose the item and color and you must fill in the prescription to purchase contact lenses. If the power of 2 two eyes are different, you can select a different power for both eyes.
If you order more than 1 piece, please change the quantity at "Quantity" and then "Add to cart".
The power of the products in each box are the same, if the power of your eyes are different, please buy 2 boxes.

2) Press "Add to cart" button on the product page, the selected product will be shown show in the cart. You can add different items into the cart.
If you want to continue shopping, please click the "Continue Shopping" button.
If you have selected all the products you would like to buy, please click "Go to the shopping cart"     

*After you have finished the selection, you can go to the shopping cart to check if you have selected correct products with correct power and quantity. If yes, please click "Check out" to finish the transaction.

What should I do if the products shown in the cartare different from those I have chosen/ not showing all the selected products?

The cartis unable to save the products which you added before you signned in. Therefore, please sign in your member account before you add products in the cart.
If it is not the situation, please capture the screen and contact us for assistance.

1) Order status "Unpay"
If the power/ type of products cannot be shown completely, we can help the customer to choose the right prescription and product. We will check the review of "Buy" and capture the screen for your checking. If all information is correct, the you can complete the payment.

2) Order status "Paid"
Please contact us and provide the order number & the corect information the products to update those information.
We shall check whether the order status is "preparing the stock"/ "stocked". If it is stocked already, please contact the logistic team immediately for the corresponding changes.

What is the proccess of checking out?

Please follow the below procedures before you check out:

1. Fill in the delivery information
You must fill in the correct delivery address, zip code, the name and contact number of the recipient to prevent from any unnecessary delay or loss. Our company will not take this repsonsibility.

2. Confirm delivery method
Delivery methods will vary for different regions.
Details are shown in "Shipping Method".

3. Confirm the payment method
Payment methods will vary for different currencies.
Details are shown in "Payment method".

4. Re-confirm the order
Please ensure the product type, power, quantity and the discount are correct.

The order of address lines is unusual?

We will arrange the address lines according to the sequence which you have provided, you just have to provide the detailed address.

Can I change the address after I have confirmed the order?

After the order is confirmed, you might be unable to revise the address or other information. Therefore, we suggest you ensure all the information correct before confirming the order to avoid any unnecessary delay. 

What should I do if I provided the wrong delivery information?

If any amendment is needed, please contact us to follow up.
You require to bear the cost of the amendment.

Please check the order status first to see if the infomation could be revised in time.
1) The items are not delivered
If the item is not delivered, please contact us immediately to revise the information. Note: if the items have been delivered only the status of the waybill is not updated, it is regarded as delivered.

2) Items are delivered
If the item has delivered, please contact us immediately for the follow-up action. You might require to bear the delivery cost of resending the items to you. Or we might arrange you to exchange the items at our stores.

What is the next step after submitting an order?

After submitting the order, you shall click the order number to check out. You can review the order details in "Member Center".
You may do the payment online or offline, we provide the below payment methods.
   Online payment: Paypal / Credit Card
   Offline Payment: Bank Transfer / Alipay / Wechat Pay
*The payment status will be updated once you completed the online payment successfully. If you pay via bank transfer, please inform us with the payment receipt or screenshot proof for our reference. Please address the "order number" and "recepient" on the subject, and email to cs@pinkicon.com to confirm.

We will process the order on the next working day after the payment. Generally, we need around 1-3 working days to arrange every order. After the items are shipped, we will update the shipping status or send an email notification "Shipped" to the provided email address. You can also log in to the member center to check the order status.
If you choose to pick up the items in our store, the delivery schedule will be varied.
    2-5 working days (Langham Place, Mong Kok)
    5-7 working days (K11, Tsim Sha Tsui / CityLink, Shatin / Hysan, Causeway Bay / Tuen Mun Town Plaza)
Once you received an email notification of "Shipped", please pick up the items in our stores on the next day or within 14 days.
* If any order payment does not match with the actual payment amount of the customer, we will follow up with the customer to complete the payment and arrange delivery.

What is pre-paid deposite?

Pre-paid deposite is the cash you pre-pay in our online shop which you can use to pay online by choosing "My pre-paid Deposite" when you checkout.
*Please email to cs@pinkicon.com to confirm after you checked out with your pre-oaid deposite. Please keep the receipt of the record and email to cs@pinkicon.com to confirm.

Why does it show partly paid even I have cleared the paymont online?

You can pay with different currencies. Our website only base on the rate on the day of placing order to calculate the total amount, so the exchange rate may vary.
If there is any problem about the rate discrepancy after you have completed the payment, please contact us for assistance. Please do not settle the payment again.
If the order is incomplete or not fully paid, we will contact the customer to confirm. If the customer has cleared the payment already, we will arrange the delivery immediately accordingly.

How to inform you I have paid if I pay via bank transfer?

Complete an order:
If you pay via PayPal / Creadit Card, the system will automatically direct you to the payment page. Please do not close the page until the payment to be completed.

Choose offline payment:
If you pay via bank transfer, please inform us with the payment receipt or screenshot proof for reference. Please address the "order number" and "recepient" on the subject, and email to cs@pinkicon.com to confirm. In general, the payment status is updated to "paid" approximately 1 working day after the notification is received. Then we will arrange the delivery accordingly.

If you pay via MicroPay/Alipay, please add the infromation of the order number & the consigee at the remarks column when you are filling the information, then please capture an image of the payment record with the remarks column. And send am email to cs@pinkicon.com with the attachment of the captured image and address the"order number" and "consignee" on the subject. Also, you can simply inform us via WeChat "PINKICON" or "PINKICON2" . In general, the payment status is updated to "paid" approximately 1 working day after the notification is received. Then we will arrange the delivery accordingly.

What should I do if I have paid offline but without saving any record?

If you have paid offline but without saving any record, please send us an email to cs@pinkicon.com with the information of your order, including the order number, the recipient, the account number which you transferred to, the date and time of the transaction. Please note that 7 working days  is required to check the record. After the payment, the payment status will be updated to "Paid" and we will arrange the delivery accordingly.

What should I do if I paid incorrect ammount offline?

If you paid inccorect amount, please send an email to cs@pinkicon.com. We will also contact you proactively to follow up or arrange refund if we found out the ammount is incorrect .
Still, it is apprecaited that if you ensure everything is correct before completing the transaction.

Why the products are out of stock?

The stock quantity of every product is different. Items which you would like to purchase might be out of stock. We will have replenishment from the suppliers, please wait a moment patiently for the replanishment.
If there is a delay of replenishment due to unusal circumstances, we might be unable to provide a concrete replenishment period.
We will follow up with you as soon as possible to provide appropriate arrangements.

Why my order is still not delivered?

It is required to clear the payment and notify us before we arrange the delivery. And the delivery method varies since it is related to the delivery methods. Please refer to the page of "Delivery Methods".

What should I do if I just realized I have ordered the wrong product after I have received the parcel?

Please contact us to arrange the exhange.
Note: The items must be in perfect condition and with complete packaging. Please refer to the "14 Days Exchange/Return Policy" for the details.

What should I do if I just realized the product(s) is(are) not those I selected after I have received the parcel?

If the products you have received are not the ones you ordred or the quantity of the products are incorrect, please contact us immediately with the photos of showing what did you receive.
Note: please ensure the items are in
perfect condition and with complete packaging for the exchange.

The delivery was unsuccessful several times lead to the shipment was returned to our company.

Please re-provide the correct delivery address. If the customer had provided the wrong address, all fee incured by the change shall be paid by the customer.

How to check the status of your shipment?

Once the order is sent, you will receive an email and SMS with the tracking number. You can also track the shipment status at "My Account" page.

Please click the logistic company you used, and insert the "tracking number" to check the shipment status:
HK POST: Parcel tracking https://www.hongkongpost.hk/tc/mail_tracking/index.html
SF Express
Waybill tracking http://www.sf-express.com/HK/ZF/dynamic_function/waybill/
E-express: Mail tracking https://www.hongkongpost.hk/tc/mail_tracking/index.html
DHL: Parcel tracking  https://www.logistics.dhl/hk-zh/home/tracking.html

14 Days Exchange Guarantee

Please provide the valid invoice number, the photo of the items and the items are in perfect condition and with complete packaging, we will arrange the exchange as soon as possible.
If you wish to exchange to other products, and there is price different between the two products, you must make up the difference to arrange for a replacement.

Delivery

If I place the order today, when can I expect to receive the items?

First , we have to check the delivery address. Different destinations will have different estimated time of arrival.
Note: Buyers may stay in overseas or Hong Kong.

1. Payment Confirmation: The items will be shipped on next working day after we have received  the online or offline payment. We will inform you the order status via email/SMS. Therefore, you must provide us the correct email address and contact number when you register as our member.
2. Delivery Confirmation: After the items are shipped, we will send an email to inform you that the order status is "Shipped". Also, we will attach a waybill number/ tracking number for your reference. If you chose to pick up the items in our stroes, please pick up the items in our stores on the next day or within 14 days. You can also log in and check your order status in the "Member Center". (Working days refer to Monday to Friday, except public holidays and the days when Typhoon Signal No. 8 or above or Black Rainstorm Warning being hoisted.)
3. Order Delivery Time: It depends on the distribution situtation of your order. The actual delivery time might be delayed due to the delay of the logistics company. Sorry for the inconvenience.

How to track the shipping status?

Please log in and go the "Member center" for to check the waybill number.
http://www.pinkicon.com/member-orders.html

Can I change my order after I have paid?
Can I change my order before the parcel is shipped?

If you need to change the order or shipping information after you have already placed your order and paid,  please contact our customer service immediately via email. If the parcel is pending to ship, we will change the order for you during office hours (Monday to Friday, 10 am to 7 pm, close on public holidays.)
If the parcel is collected by courier, it is unable to change the order and no refund can be arranged. Please contact us after you have received the parcel to arrange the exchange.

I have paid  already, why my order is not shipped yet?

We usually need around 1 working day to handle the paid orders. Then, we need around 1-3 working days to prepare the stock & arrange the delivery. We will update the order status and send a "Shipped" notification email to you. You may log in "Menber Center" to check the order status as well.
If you would like to have more information, you may also contact us.

If I paid today, could I pick up my order in Stores tomorrow?
How long does it take to deliver the products in stores for me to pick up after I have paid?

Based on the location of the stores, the arrival time would be different.
2 - 5 working days (Mongkok Langham Place)
5 - 7 working days (Tsim Sha Tsui K11/ Shatin CityLink/ Causeway Bay Hysan/ Tuen Mun Town Plaza)
Once you received an email notification of "Shipped", please pick up the items in our stores on the next day or within 14 days.
If you would like to have more information, you may also contact us.

What should I do if I have not paid enough the shipping fee?

You must according to the postage regulations in our website to pay the shipping fee. Otherwise, we have the right to hold the shipment until you have paid the required amount of shipping fee.

Can I use a PO BOX address as my recipient addres?

In general, our couriers do not deliver shipments to PO box addresses.  To ensure the smooth delivery process, please avoid using PO Boz addresses as receipient address.
 
If your recipient address is in UAE/Dubai, you must comply with the requirements of the local Emirates Post Group to include a PO Box number in your recipient address. Otherwise, the shipment will not be dispatched to the UAE/Dubai.

What should I do if the courier returned my parcel to Pinkicon due to the failure of the delivery?

Any shipment returned to us are considered as "undeliverable shipment". It might be because incorrect shipping addresses was provided, couriers failed to deliver the parcels (including the recipient is unavailable), or unclaimed shipments.
After we have reiceved the undeliverable shipments, we will contact you to rearrange the delivery via email. We will base on the quotation in our website to charge you the shipping fee. No free shipping for all Re-delivery orders. For orders to Hong Kong, we will charge the total amount of the shipping fee.
If you wish to abandon the order, we could arrange to refund 50% of the total amount of the products to you. However, the shipping fee paid for the delivery will not be refunded.

Do I require to bear the custom taxes for my orders?

When you please an order in our website, you are considered as the importer of the purchased products. You might be required to pay customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary in different countries. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.
You might also need to pay for other charges like administration or handling fee due to the import tariffs or custom clearance. You are required to bear the relevant cost upon recipient of the shipment.
You must bear all other tax fees charges by the Government, in cluding but not limited to the tariff, import tax, value added tax, service tax, use tax or other related taxes. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

What should I do if the product of my order is classified as "Prohibited goods" ?

You should contact your local customs organisation for the details of prohibited goods. We shall declare our shipments according to their actual content and value. We do not accept any requrests about adjusting the declaration content and value of the products.
For any reasons, if the goods in the order are forfeited by the customs, we will not be responsible for any rearrange shipments or refunds of the order.

Can I request for the refund after a rejected to receive the shipmemt?

If you rejected the parcel with any personal reasons like refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not arrange any refund or reshipment.
If you rejected the parcel since the package is damaged during the transition, we will not arrange any refund or reshipment, since we have confirmed all the packages are packed properly befoe they are shipped.

What can I do if the delivery is delayed due to some unexpected shipping problems?

In case of unexpected problems, such as customs clearance, delays from the shipping company, we will assist in picking up the parcels as soon as possible. Yet, we are not responsible for any loss or damage caused during transportation.

Payment

May I reserve the items, then I pick up the items and pay in the stores?

e are not offering the service of "reserve before paid" at the moment. You may visit our stores or our online shop to buy the items.

May I place an order online then pay in the stores?

e are not supporting to pay the online orders in the stores at the moment. For more details of the payment for online purchase, please refer to "Payment Method".

Why can't your online shop connect to Alipay directly?

As we are a Hong Kong Company, it is unable to connect with Alipay at the moment.

Why does the status is still showing "unpaid" on the website after I have paid? 

If you pay via PayPal, it usually needs less than 1 working day to update the payment status. If you wish to confirm your payment status, please feel free to contact us for the confirmation.
If you use the offline payment methods such as bank transfer / Alipay / Micro Payment, the cut off time is 10 am every working day. (Working days refer to Monday to Friday, except public holidays and the days when Typhoon Signal No. 8 or above or Black Rainstorm Warning being hoisted.)
If the orders are paid after 10am, it would be updated the next working day. When the payment is confirmed, the payment status to "paid", the customer will receive a SMS/EMAIL notification of "Payment received" and notify you that the order is proccessing. If you have not received any notice after you have paid for several days, please feel free to contact us to follow up.

I live in Macau, can I pay via Paypal?

No, it is beause Paypal is not supporting in Macau.
You can instead pay via AsiaPay/ Alipay.

May I settle the payment on receipt?

We are not offering "Payment on receipt" service. All orders must be paid before delivery. Still, you can choose the delivery methods or pick up in the stores.

 

CONTACT US

TEL +852 24108000

EMAIL : cs@pinkicon.com

WHATSAPP CS : 852 51843122

WECHAT CS : pinkicon/pinkicon2

QQ CS: 2283431192

MON to  FRI  10:00 - 19:00  

LUNCH TIME 14:30 - 15:30

CLOSE ON WEEKEND & PUBLIC HOLIDAY