If there is any discrepancy between the Chinese and English versions of this FAQs, the English version shall prevail.

If there is any discrepancy between the Chinese and English versions of this FAQs, the English version shall prevail.

Orders and Purchases

Orders and Purchases

For information on a specific order you have already placed including the package tracking, please log in and check “My Account” → “Orders” on our website, and /or ask the shipping company directly.

We currently accept orders for delivery within Hong Kong, Macau, Singapore and Taiwan only. We apologize for any inconvenience caused.

At eshop.kesalanpatharan.hk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software please visit herefor your reference. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Safari
Google Chrome

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many email programs allow you to designate messages from eshop.kesalanpatharan.hk as legitimate email, ensuring that all future correspondence regarding your eshop.kesalanpatharan.hk order will be accepted. If you have further questions, please contact our customer service via [email protected] or 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

You can access your order status by log in and viewing in your account. You may also reach us via email [email protected] or call 3607 9500 (Monday to Friday 10am – 6pm excluding any public holidays).

Please email [email protected] and we will do our best to accommodate your request to change or cancel your order. However, we are unable to accept order cancellation or exchange requests if the order is already being processed.

We are happy to assist you the availability of the discontinued product(s) on eshop.kesalanpatharan.hk, and/or to find a new alternate favorite. Please contact our customer service via [email protected] or 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

The offers are exclusively for online purchases. They are not available in shops and counters.

Yes, purchases made online are calculated as membership points as long as sufficient member enrollment information are filled in. For our subsisting member, only if the personal information registered in the Site is perfectly match with the subsisting information, any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard.

Once your payment is confirmed to be successful, you will receive an Order Confirmation Email. You may also login to ‘My Account’ to view the order status.

Exclusive offers are updated frequently on our online site. Once your purchase meets the certain criteria, you may apply the promotion. To apply the promotion, you may enter the code on Cart page.Enter the code in box named “COUPON CODE” and click ‘APPLY COUPON’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

For information on a specific order you have already placed including the package tracking, please log in and check “My Account” → “Orders” on our website, and /or ask the shipping company directly.

We currently accept orders for delivery within Hong Kong, Macau, Singapore and Taiwan only. We apologize for any inconvenience caused.

At eshop.kesalanpatharan.hk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software please visit here for your reference. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

AOL 5.0 and higher
AOL 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Safari
Google Chrome

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many email programs allow you to designate messages from eshop.kesalanpatharan.hk as legitimate email, ensuring that all future correspondence regarding your eshop.kesalanpatharan.hk order will be accepted. If you have further questions, please contact our customer service via [email protected] or 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

You can access your order status by log in and viewing in your account. You may also reach us via email [email protected] or call 3607 9500 (Monday to Friday 10am – 6pm excluding any public holidays).

Please email [email protected] and we will do our best to accommodate your request to change or cancel your order. However, we are unable to accept order cancellation or exchange requests if the order is already being processed.

We are happy to assist you the availability of the discontinued product(s) on eshop.kesalanpatharan.hk, and/or to find a new alternate favorite. Please contact our customer service via [email protected] or 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact our customer service via [email protected] or 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

The offers are exclusively for online purchases. They are not available in shops and counters.

Yes, purchases made online are calculated as membership points as long as sufficient member enrollment information are filled in. For our subsisting member, only if the personal information registered in the Site is perfectly match with the subsisting information, any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard.

Once your payment is confirmed to be successful, you will receive an Order Confirmation Email. You may also login to ‘My Account’ to view the order status.

Exclusive offers are updated frequently on our online site. Once your purchase meets the certain criteria, you may apply the promotion. To apply the promotion, you may enter the code on Cart page. Enter the code in box named “COUPON CODE” and click ‘APPLY COUPON’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Returns

Returns

We do not accept returns of products purchased. Exchanges for products purchased at any Kesalan Patharan shops or department store counters may not be returned to eshop.kesalanpatharan.hk. If the item you wish to return was not purchased this E-Shop, we recommend returning to the place of purchase in exchange for other products provided with unopened packages or unused products, which are in a completely new condition. If you have any inquiries, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Returns or exchanges for purchases made on this E-Shop are not accepted. If for any reason you are not satisfied with your purchase, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

We do not accept returns of products purchased. Exchanges for products purchased at any Kesalan Patharan shops or department store counters may not be returned to eshop.kesalanpatharan.hk. If the item you wish to return was not purchased this E-Shop, we recommend returning to the place of purchase in exchange for other products provided with unopened packages or unused products, which are in a completely new condition. If you have any inquiries, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Returns or exchanges for purchases made on this E-Shop are not accepted. If for any reason you are not satisfied with your purchase, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Payment

Payment

Your credit card may be refused for any of the following reasons:
The card may have expired. Please check if your card is still valid.
You may have reached your credit limit. Please contact your bank.
The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via email [email protected]or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Please check if your card is still valid.
  • You may have reached your credit limit. Please contact your bank.
  • The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our customer service via [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via email [email protected] or at 3607 9500 (Monday to Friday 10am-6pm excluding any public holidays).

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