HELP - FAQ

Q – I DON’T KNOW WHICH SIZE TO CHOOSE.

A – To help you choose the right size, there’s a link called “SIZE CHART” on each product page, that will give you access to the following chart.

Q – I’D LIKE TO KNOW IF DELIVERY TO MY COUNTRY IS AVAILABLE OR NOT.

A – We currently deliver to Hong Kong ONLY, but will soon be expanding to deliver to APAC regions including Malaysia, Singapore, Taiwan and Vietnam.

For overseas customers, you would need to switch to the other HOM platforms, by:

- Clicking on the little flag, on the top left corner of our website:

- Clicking on the country you’re interested in to be redirected to the right platform :

If you do not get redirected to the right platform, please find here the addresses you need to enter in your search engine according to the country you wish to be delivered to:
- fr1.hom.com to be delivered in France, Luxembourg and Belgium.
- de1.hom.com to be delivered in Germany, Switzerland, and Austria.
- uk1.hom.com to be delivered in England, Italy, Spain, Denmark, Portugal, Finland, Norway, Netherlands and Sweden.
- www.hom.com.hk to be delivered in Hong Kong
- global1.hom.com to be delivered in South Africa, the Reunion Island, Australia, the United States of America, Canada, Brazil, Argentina, Poland, Russia, Lituania, Estonia, Latvia, Greece, the Czech Republic,Singapore, India, Japan, Taiwan, Thailand, Turquey, Vietnam, China, South Korea, Saudi Arabia and Israël.

Q – I HAVE A VOUCHER CODE TO GET A DISCOUNT ON YOUR WEBSITE, BUT I DON’T KNOW HOW TO USE IT.

A – First of all, place the items you wish to order in your shopping basket. Once you’re done, enter the code in the “Discount Codes” field of your shopping cart and click “APPLY DISCOUNT”. The final price is then automatically recalculated and you can proceed to the payment.

Please note that if for some reason the code did not work (for example: an error message pops up indicating that the code has already been used, or the percentage is not the one you were expecting), please contact our Customer Service team here before proceeding to payment.

Please note that we won’t be able to step in on that matter once the order has been placed.

Q – I’VE PLACED AN ORDER ON YOUR WEBSITE, BUT I’VE RECEIVED AN ERROR MESSAGE CONCERNING THE PAYMENT.

A - Most of the time, payment errors are due to a transmission problem between the customer's bank and ours. The order isn't taken into account and your bank account is not debited, but another try often does the trick.

If after several tries it still doesn’t work, please contact our Customer Service team here and let the representative know the details of your orders.

Q – I’VE PLACE AN ORDER ON YOUR WEBSITE, AND ITS STATUS WAS CHANGED TO “ON BACK ORDER”. WHAT DOES IT MEAN?

A – The status of the order is changed to “on back order” when one or several item(s) you ordered is not available in our stocks at the moment, but that we’re expecting a replenishment. The sending of the item(s) will thus be delayed, but it will be treated as a priority as soon as the item(s) is back in stock.

Q – WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE, OR ISN’T WHAT I ORDERED?

A – If you have received products which you did not order or are damaged/defective, please contact our Customer Service team here within 14 working days after receiving your order. We reserve the right to decline any parcel sent back after this period

Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process. Please note that the products would need to meet the requirements as set below.

Return Policy:　The items you wish to return must be clean (but not washed), with their tags still attached and their original packaging undamaged. Please send the items back in a rigid packaging (for example the card box we used) so that they’re not damaged during travel.

Q – WHAT IS YOUR RETURN AND EXCHANGE POLICY?

A – We are unable to process return and exchange for the products you ordered online. However, for particular issues, please discuss with our Customer Service team here.

Q – WHAT IS YOUR REFUND POLICY?

A – We would only process refund for defective items, items that are damaged in the delivery process, items that are delivered late or items that are wrongly ordered due to technical issues of the website. If you wish to get a refund for those items, please contact our Customer Service team here.

Please note that we reserve the rights to withhold any refunds if the original item has not reached our warehouse.

Q – I’D LIKE TO BUY SOME OF YOUR ITEMS IN A PHYSICAL SHOP BUT I DON’T KNOW WHERE TO FIND A RETAILER NEAR ME.

A – In order to find any HOM retailer located in Hong Kong and Macau, please visit: https://uk.hom.com/stores