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eStore FAQ

Can I start shopping without registration?
 

You can checkout as guest. If you register and login as SOGO Rewards Member before placing order on SOGO eStore, you can earn SOGO Rewards points and enjoy exclusive member offers. Registration is free of charge. Click here to register now.

What are the benefits to register as SOGO Rewards Member?

SOGO Rewards Member can earn 1 Point from every HK$1 net spending (except designated items and services charges) at SOGO Department Store and SOGO eStore. HK$50 SOGO Gift Certificate could be redeemed upon every 10,000 accumulated Point. You also can check your order record and status in your account profile.

How to Login SOGO eStore?

Please press the avatar icon on right upper corner, then login with your registered mobile number for SOGO Rewards Membership. If you have not yet registered, you can register in this website or SOGO Rewards Mobile Application for free. If you are already a SOGO Rewards Member and can’t login SOGO eStore, please reset password.

How to reset password?

Please press the “forgot password” button in the login page of this website or SOGO Rewards Mobile Application and input your registered mobile number to receive a 4-digit passcode in your SMS inbox. You will go to a page to reset your password after you input correct passcode.

How to update my account profile?

After login, press the avatar icon on right upper corner and select “About Me”. You can edit your registered email address, password and default delivery address.

How to place order?

In product details page, click “Add to Cart” or “Buy Now”. In My Cart page, you can input promo code (if applicable). Fill in delivery address and contact person information according to instruction, then click “Confirm Payment”.

What payment methods can I use?

We accept Visa, MasterCard, UnionPay, American Express, WeChat Pay, Alipay and BoC Pay for payment.

How to settle the payment?

When your payment is successful, system will send a confirmation email with order details to your registered email address. All orders are subject to SOGO’s acceptance at its sole discretion and stock availability.
 
If you checkout as SOGO Rewards Member, you can check order record and payment status in Order History. If payment failed, member can click “Re-order” in Order History and checkout again.

How to check order status and order history?

Order status and order history checking are only available for members. Please press the avatar icon on right upper corner and select “Order History”. You can press selected order to view the order detail and re-order the items.

If I am not living in Hong Kong, can I make order at SOGO eStore?

SOGO eStore will only serve delivery to Hong Kong SAR and Mainland China. Overseas areas are not applicable.

How to cancel/revise my order?

All orders shall not be varied or cancelled upon payment settlement.

How to return or exchange if the products are found damaged?
If the products you received have quality issues, please send email to estore@sogo.com.hk with your order no. and pictures of your product within 3 days upon receipt. Products must be returned in the original box and must include all the original tag, label and packaging. Please note that only one refund request can be made per each order. Products cannot be returned/refunded for non-quality reasons.

If there is any dispute, SOGO Hong Kong Co. Ltd. reserves the right of final decision.
What are the covered delivery areas?

SOGO eStore will only serve delivery to Hong Kong SAR (except outlying islands & container terminals) and Mainland China. 
Delivery to Hong Kong International Airport, Ma Wan, Discovery Bay and Tung Chung will only be available on Friday. 
Delivery to Mainland China is only available for the area covered by S.F. Express.

Click here for delivery arrangement.
 
If products are delivered by supplier, the responsible supplier will contact customer for the delivery arrangement.

How to calculate delivery fee?

Local Delivery
Free delivery service will be provided for each order with the net purchase of designated amount at frozen or non-frozen goods. Delivery is applicable to Hong Kong SAR, except outlying islands & Container Terminals. Delivery to Hong Kong International Airport, Ma Wan, Discovery Bay and Tung Chung will only be available on Friday. A tunnel surcharge of HK$170 would be applied for delivery to Discovery Bay. A surcharge of HK$50 would be applied if there is no elevator at stated delivery address. If a second delivery is required for any reason, a re-shipping fee HK$90 would be applied. 

Mainland China Delivery
Customer needs to bear the shipping fee and tax for Mainland China delivery. If one order includes both items can and cannot be delivered to Mainland China, we will contact customer by email for the refund of related products and customer may need to bear extra shipping fee. 
For orders below HK$600 (net amount), shipping fee will be HK$90. It will be charged automatically during check-out of the shopping cart. 
For orders at HK$600 or above (net amount), shipping fee per parcel will be HK$70 for the first 1kg and additional HK$16 for each additional 1kg. Shipping fee will not be charged at the shopping cart. After the order is confirmed, SOGO will send you an email within 1-2 working days from the date of order for the payment of shipping fee.
According to the regulations of China Customs, the declared value of a parcel containing 2 or more items shall not exceed RMB800, or the declared value of a parcel containing 1 single and indivisible item can exceed RMB800. For order over RMB800, free gifts and items in the value set are counted separately as individual items. Therefore, the order may be delivered separately by multiple parcels based on total value and quantity limit, which may incur higher shipping fee.

Can I select more than one delivery address?

You can assign one delivery address for each order, except festive hamper.

When will my goods be delivered?

Most of products from SOGO eStore will be checked at SOGO Causeway Bay Store before delivery. Please be patient for the delivery.

In normal local delivery circumstances, you will receive SMS with confirmed delivery date or email with S.F. Express tracking number within 3 working days from the date of order. Goods would be delivered within 7 working days^.
If a single order includes products in different categories, we may deliver the products on different dates.
Frozen food and standard goods will be delivered separately.

For Mainland China, after the shipping fee is settled, you will be notified with S.F. Express tracking number by email in 3 working days. Once you receive the tracking number, please visit SFHK official website, input the tracking number and upload recipient identification documents for customs clearance within 5 calendar days. 
After customs clearance is completed, S.F. Express will contact you for settling the tax payment before the delivery. You need to pay S.F. Express for the related 13%-50% tax rate and the actual amount is subject to China Customs’ final decision. The parcels will then be delivered to you once the tax payment is settled. 

How to contact SOGO?

For any enquiry, please contact us via email to estore@sogo.com.hk or customer hotline at 2833-8338, thank you.

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