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FAQ-English

WHO SHOULD I ASK FOR ASSISTANCE?

Please refer to our informative FAQ for details, or feel free to email us atservice@dingdongtakuhaibin.com. Our working days: Monday to Friday (excluding Saturday, Sunday & Public Holidays). Our Customer Service Team will be happy to assist you.


HOW DO I PLACE AN ORDER?

Orders can be placed via our website (please refer to the shopping guide below).

Should you have any issues when placing an order, please contact our friendly Customer Service team, who will be happy to assist you.


HOW DO I JOIN THE MEMBERSHIP?

Step 1: Click on “Login” at the top right hand corner of any page, and select "Create an Account". 
Step 2: Fill in your details as requested. 
Step 3: Click “Submit". 


It's that simple! Membership registration should now be complete, and you should receive a confirmation email at your registered address. Members may click on “Login” at the top right corner of the website to enter their member information and shop with member privileges.


CAN I CHANGE MY ORDER INFORMATION, OR DELIVERY ADDRESS AFTER MY ORDER IS CONFIRMED?

If you wish to correct your contact information or delivery address after placing your order, please email us at service@dingdongtakuhaibin.com and we will reply to you within 2 working days. Our working days: Monday to Friday (excluding Saturday, Sunday & Public Holidays). Our Customer Service Team will be happy to assist you!


An administration fee of HK$20 per contact information or delivery address change will be charged directly by our delivery team in cash at the time of delivery.


WHEN WILL I RECEIVE MY ORDER? CAN I CHANGE THE DELIVERY TIME?

DING DONG Takuhaibin's teams will give you a delivery notice with by email with shipping details to your assigned email address. Your products will be sent out within 7 working days after your order is placed for general cases. (Note: Pre-order items will be sent out after a specific period.) We will try their best to meet these estimates but cannot guarantee that such estimates must be met. 


Orders will be shipped by third party courier. You may refer to the tracking number from the link in the delivery notification email and check the status of your shipment by visiting the courier service's official website.


Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of pending payment verifications or customs clearance.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.


WHAT ARE THE FEES AND SERVICE COVERAGE FOR DELIVERY? IS THERE ANY EXTRA CHARGE FOR REMOTE AREAS?

Import Taxes & Duties - Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at DING DONG Takuhaibin. For further details of charges, please contact your local customs office.

Customs & Regulations - You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

Foreign Transaction Fees - Foreign transaction fees may be charged once your payment transaction has been settled. These fees are determined by your bank's pricing and transaction fee policies. For further details of foreign transaction fees, please contact your bank.

You bear the possible risk of loss upon delivery to your assigned address. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept that the signature of the recipient or collector is evidence of due delivery and fulfilment of your order by DING DONG Takuhaibin and you will release us from any and all liability with respect to the due and complete performance of your purchase order of products. You also accept the associated transfer of responsibility (including risk of loss) in the same way.

*An administration fee per contact information or delivery address change will be charged directly.

**For service coverage and the exact terms of conditions of third party courier, please refer to courier service's official website.

***Please note: Local delivery service is currently only available for addresses within Hong Kong Special Administrative Region (except the districts of Sha Tau Kok, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ma Chau, Lo Wu, Lau Fau Shan, Tai Po Plover Cove (Include Luk Keng), Lung Kwu Tan, Sai Kung Pak Tam Chung (Include Hoi Ha Wan) Clear Water Bay (Po Toi O & Tin Hau Temple), Outlying Islands (exclude Tung Chung, Ma Wan & Discovery Bay) & Container Terminals). Remote areas and residential address may incur an extra cost HKD$30 and HKD$20 respectively. Extra costs may be charged directly by our delivery team in cash at the time of delivery. P.O. Box are not accepted for local or overseas delivery. 


CAN I PURCHASE FROM OVERSEAS?

Overseas customers can shop limited items at our DING DONG Takuhaibin.

For purchasing the products of DING DONG Takuhaibin (HK Exclusive Store), overseas customers must provide a valid Hong Kong delivery address. Please refer to our delivery service coverage (FAQ Q6).


CAN I CHANGE OR CANCEL MY ORDER?

Sorry, ordered items and quantities cannot be changed or canceled once the order is confirmed. 

For any incorrect order due to problems with our information or system, you may contact our Customer Service Team for assistance.


HOW CAN I PAY WITHOUT A PAYPAL ACCOUNT?

In addition to paying directly with a PayPal account, you may also pay by Visa, MasterCard, American Express or Discover credit cards via PayPal. We currently accept the above payment methods only.


HOW CAN I RECEIVE THE LATEST PROMOTION DETAILS?

You may register as a member, and/or subscribe to our newsletter at the bottom of the website to know about Sales, Events and Exclusive Offers!


CAN I EXCHANGE PRODUCT OR RETURN PRODUCT FOR A FULL REFUND?

Sure. You can contact our customer service team within 7 days of delivery with your order number and the evidence of the product damages and defects to request for exchange. Once the exchange is confirmed, we will arrange customers to return the items within a designated period.


All return shipping fees and other miscellaneous fees are the responsibility of the customer. We will not pay for or refund these fees. Return packages are the customer's responsibility until they are received by us. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.


All returning products must be in original condition, with all tags attached, and must be returned in the original undamaged box and/or packaging.


Note:The special packaging box that is complimentary for purchases of certain amounts is not a sale item, but for product packaging and protection only. Dents or scratches on the packaging box surface caused by delivery are not included in the Exchange & Refund policy.


The free special packaging box cannot be exchanged unless it is damaged to the extent that it can no longer protect the product inside.

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