幫助 Customer Help

付款方式
為了讓客戶享有更優質的購物體驗，Goodbuyhk 現提供以下的付款方式 In order to let customers enjoy a better shopping experience, Goodbuyhk now provides the following payment methods:

電子化付款 Electronic payment:

信用卡(Visa /MasterCard), 銀聯卡 UnionPay, 貝寶 PayPal, 轉數快(FPS) ,HSBC PayMe, 支付寶 AlipayHK, 或 Wechat 微信錢包, 銀行轉帳 Bank transfer

門店付款 Physical Store payment:

現金 Cash

如有任何查詢，歡迎隨時聯絡我們 If you have any enquiries, please feel free to contact us

1. 回收舊機費：每件$100 ~ $200不等，視乎尺寸及品牌而定。
2. 樓梯費：每層$50-$80不等(每10級為1層)，視乎尺寸及品牌而定。送貨及收舊機之樓梯收費是分開計算。
3. 推路費：不同代理或物流公司收費有可能不一樣，一般首50米（必須是平路）免費；以後每50米收費$55。
4. 睇位費：視乎品牌而定，不是每個型號都可安排睇位。通常5門或以上需要睇位，收費需向代理查詢。建議購買前，請先與我們的客戶服務主任聯絡。
5. 離島及偏遠地區/村屋，請查詢客服確認是否能送貨及費用詳情。
6. 如在特殊情況下，送貨員已離開單位，要求再上門收舊電器，需額外收費及不能指定時間。
7. 客人需自行拆掉電制，收舊機師傅不作任何拆卸程序。
8. 一般送貨及安裝時間：以客服/倉務同事回覆作準。
9.雪櫃送貨只會安排送到門口位置 (物流公司送貨不會拆箱)
10. 為確保送貨流程暢順，所有送貨會在前一個工作天或送貨當日早上聯絡客人，並只會與客人確認後才會安排送貨，敬請客人留意陌生電話。
11. 送貨當日，如天文台發出8號颱風或以上之訊號，送貨服務會立即暫停，相關訂單會另安排日期送貨。
12. 預計交付時間僅作為參考。任何因意外、交通情況、天氣情況或其他超出我們控制範圍的原因導致或造成延誤或不能完成送貨，敬請見諒。

*以上資料供参考，相關收費、送貨及安裝可能會因應特殊情況而有所更改。如有疑問，請與我們的客戶服務主任聯絡。

1. Recycling old machine fee: ranging from $100 to $200 per item, depending on the size and brand.
2. Staircase fee: $50-$80 per floor (1 floor per 10 levels), depending on the size and brand. The stair charges for delivery and the old collection machine are calculated separately.
3. Push road fees: different agencies or logistics companies may charge differently. Generally, the first 50 meters (must be flat roads) are free; thereafter, every 50 meters will be charged $55.
4. Seating fee: It depends on the brand, not every model can be arranged for viewing. Usually 5 doors or more need to be watched, and the charges need to be inquired with the agent. It is recommended to contact our customer service officer before purchasing.
5. Outlying islands and remote areas/village houses, please check with customer service to confirm whether delivery is possible and the cost details.
6. In special circumstances, if the deliveryman has left the unit and asks to pick up the old appliances again, additional charges will be required and no time can be specified.
7. Guests need to dismantle the electricity system by themselves, and the old collector will not make any disassembly procedures.
8. General delivery and installation time: subject to the reply of the customer service/warehouse staff.
9. Refrigerator delivery will only be arranged to the door location (the logistics company will not unpack the delivery)
10. To ensure a smooth delivery process, all deliveries will contact the customer on the previous working day or the morning of the delivery day, and will only arrange delivery after confirming with the customer. Please pay attention to unfamiliar phone numbers.
11. On the day of delivery, if the Observatory issues a typhoon signal of No. 8 or above, the delivery service will be suspended immediately, and the relevant order will be delivered on another date.
12. The estimated delivery time is for reference only. We apologize for any delays or failure to complete delivery due to accidents, traffic conditions, weather conditions or other reasons beyond our control.

*The above information is for reference. The related charges, delivery and installation may be changed due to special circumstances. If you have any questions, please contact our customer service officer.

1. 如何修改帳戶資料

i) 登入帳戶後，點擊右下角「帳戶/設定」
ii) 點選「帳戶資料」
iii) 點選「帳戶設定」
iv) 於相關欄目中填寫新資料
v) 點擊「儲存」即可完成

如有任何查詢，歡迎隨時與我們聯絡。

1. How to modify account information

i) After logging in to your account, click “Account/Settings” in the lower right corner
ii) Click “Account Information”
iii) Click “Account Settings”
iv) Fill in the relevant fields
v) Click “Save” to complete

If you have any enquiries, please feel free to contact us.

如何回報商品問題
如簽收時發現商品有任何損毀或錯漏，請先以照片記錄貨品情況及於收貨後7日內透過系統回報有關商品問題。

請點擊以下按鈕進入回報頁面：

您只需依照指示選取有關貨品，並提供相關資料（包括貨品問題類別、貨品問題詳情、相片等），即可遞交申請。系統將會即時向您發出電郵 / 訊息以作確認。此自動化系統會比一般客服跟進更快完成退款 / 換貨程序。個案於2-3天內完成審批後，我們會透過「訊息」或電郵通知您回報結果。

如需退換貨，請保留貨品的完整包裝，並確保其組裝狀態與購買時一致。

註：每張訂單只可作出一次退換貨申請

店鋪拿貨:

基本運輸費為15元。 如果物品超過 1 公斤，將根據重量收取每公斤6元額外費用。

派送上門:

基本運輸費為43元。 如果物品超過 1 公斤，將根據重量收取每公斤7元額外費用。

如網站系統訂單顯示的預估運費與根據物品的重量計算的最終費用不同，送貨員將根據實際重量收費與預估費用之間的差收取差價。

如選擇貨到付款，每公斤加收十元。

Store pick-up:

The basic shipping fee is $15. If the item's weight exceeds 1 kg, an additional fee of $6 per kg will be charged based on the weight.

Home delivery:

The basic shipping fee is $43. If the item's weight exceeds 1 kg, an additional fee of $6 per kg will be charged based on the weight.

If the indicated weight in the order summary is different from the actual weight of the item, the final delivery fee will be charged based on the actual weight of the item.

If the final weight is greater than the estimated weight indicated on the order summary, the courier will charge a fee based on the difference between the two.

If customers opt for cash on delivery, 10 dollars additional fee per kilogram will be charged.

^貨物單邊長度50CM以內計算實重, 超出者, 會以較重者計算運費。

體積重(KG) = 長度(cm) X 寛度(cm) X 高度(cm) / 6000

^The actual weight of the item is used to calculate delivery fee if the width / height / length of the item is within 80CM. Otherwise, dimensional weight will be used to calculate the delivery fee.

Dimensional Weight (KG) = Length (cm) X Width (cm) X Height (cm) / 6000

額外派送收費區:【港島半山,山頂,赤柱,薄扶林,大浪灣,舂坎角,大潭,西貢,深水灣,淺水灣,石澳,梅窩,大澳,水口,塘福及其他鄉村地區】

Areas with additional delivery charge: [Hong Kong Island Mid-Levels, The Peak, Stanley, Pok Fu Lam, Sai Kung, Big Wave Bay, Chung Hom Kok, Tai Tam, Deep Water Bay, Repulse Bay, Shek O, Mui Wo, Tai O, Shuikou, Tong Fuk and other areas of rural villages]

如果我未能在貨品到達自提點/智能櫃後取貨，怎麼辦？

若未能在SMS短訊列明的指定時間内到自提點/智能櫃取件，你的訂單將會被取消，派件員會隨時回收快件。如需重新安排派件，物流公司可能會收取額外費用。如有取件上的疑問，請聯絡我們的客戶服務主任為你處理。

步驟：
1. 按【訊息】
2. 與我們的在線客戶服務主任交談。

網上客戶服務時間
星期一至日 10:30-19:30

繁忙時間等候時間可能較長，請耐心等候。我們會盡快處理您的查詢，謝謝！
在非辦公時間，請留下您的查詢。我們會於辦公時間内盡快回覆。謝謝！

商品說明頁面上會列明該商品的詳細訊息，如您對貨品有任何查詢，歡迎向我們提供貨品的搜尋編號，以便我們聯絡有關商戶解答您的查詢。

批量訂購 / 大額訂單 (超過 $50,000 的訂單)

如您希望批量訂購或購買總值超過 $50,000的商品，請聯絡我們為您跟進有關訂購事宜。

Bulk orders / large orders (orders over $50,000)

If you want to order in bulk or purchase items with a total value of more than $50,000, please contact us to follow up the order for you.

由於訂單在確認後會立即進入自動化的物流程序，系統會即時發送訂單資料予貨品的所屬商戶作備貨及出貨，因此在已確認訂單中作臨時的更改，可能造成物流紀錄有差異而影響派送安排。故此，請恕我們未能取消或更改任何已確定的訂單，請閣下理解及體諒。

為了讓閣下享有更流暢的購物體驗，我們建議您可先將心儀貨品加入購物車或喜愛清單，並於付款前先確認訂單詳情（包括貨品數量、款式、優惠價格等），以便我們更快捷妥當地將您的心儀貨品送到府上。

如有任何查詢，歡迎隨時聯絡我們。

您可以點擊發送到您手機的短信中的“送貨時間意願登記與預約系統”網址鏈接，自行更改送貨安排，更新的記錄將取代之前選擇的時間。

另外，很抱歉我們未能根據確實的固定時間送貨，但送貨員會參考您提供的資料，在接近您選擇的時間上門。在送貨當天，派送員會先致電以確認預計到達時間，屆時您可向送貨員提出要求，送貨同事亦會盡可能去配合。

*注意事項

1) 一張訂單只可進行一次更改

2) 更改後未能重設至原定的送貨期

3) 新的送貨時段不可早於原定的送貨時段

4) 自取訂單無法更改為上門送貨，或更改送貨地址至其他自取點／智能櫃

**如果當日派送不成功，為了儘快將貨物送到府上，系統會自動選擇下一個最快的派送時段，您可以在SMS訊息中看到最新的送貨安排，屆時敬請留意送貨員的來電。

如有任何查詢，歡迎隨時與我們聯絡。

You can click the “Choose preferred delivery time” URL link in the SMS sent to your mobile phone to update your preferences. The updated record will replace the previous entries.

We are sorry to inform you that we cannot guarantee to arrange delivery at designated time. However, the deliveryman will refer to the information you provide and try to make arrangements around the time periods you pick. A confirmation call will be made prior to arrival by courier. You may commit with the courier if you have further requests.

*Remarks

1) Each order will only be allowed to update once. Once confirmed, you will not be able to restore to the original schedule

2) New delivery date can only be scheduled later than the original delivery date

3) Order that arrived our warehouse cannot be changed

4) Self pick-up orders cannot be changed to door-to-door delivery, or other Shops / Pick-up Points / Smart Lockers

**If the first attempt of delivery cannot be done according to your preference schedule, system will rearrange the next delivery time slot. You may check the latest date through your phone's SMS message.

如您的同一訂單內貨物金額超過五千元 , 不能 選擇 門店付款作為付費方法。

如有任何查詢，歡迎隨時與我們聯絡。

Goodbuyhk衷心明白完成送貨的重要性，為提供更優質的購物體驗，我們會繼續努力優化現時的送貨安排，將訂單未能成功派送的影響減至最少，並有系統地盡快將心水商品送到您手上。

若您的訂單因應各種突發情況而未能如期運送，我們會即時透過「訊息」發送訂單未能成功派送的通知，而訂單記錄中的貨品狀態將會更新至「無人接收」。

其後，我們的物流團隊會將您的訂單帶回倉庫，由系統會自動為您安排下一個最快的派送時段，並透過「SMS訊息」通知您最新派送安排。

註：請留意每張訂單只會派送五次，如五次都未能成功派送，貨品將會被銷毁而訂單會取消及不作任何退款。

如有任何查詢，歡迎隨時與我們聯絡。

We sincerely understand to deliver the items for our valuable customers accurately and do our best to meet your needs. To provide a better shopping experience and minimize the impact of unsuccessful delivery, we will make our best effort to optimize the delivery arrangements and your favorite products will be delivered to you shortly under organized arrangement.

If orders are not available to be delivered in the original time-slot due to various unexpected incidents, we will immediately send you a notification about the unsuccessful delivery, meanwhile the status of the item in the order history will be updated to “No recipients”.

After that, your order will be brought back to our warehouse and the system will automatically reschedule your order on the next earliest delivery date again. You are able to check the latest delivery schedule in your SMS.

Remark: Please be reminded that each order will arrange five times delivery only. If delivery cannot be completed in five times, the items will be destroyed and your order will be cancelled without any refund.

For any further inquiries, please feel free to contact us.

訂單狀態 / 物流追蹤

1. 登入Goodbuyhk帳號後，點擊右下角「帳戶/設定」

2. 點選「訂單記錄」

3. 點選想要查詢的訂單

4. 查看「訂單狀態」

另外，請留意手機短訊通知送貨/退貨及其他訂單資訊了解送貨安排

Order status / logistics tracking

1. After logging in to your Goodbuyhk account, click “Account/Settings” in the lower right corner

2. Click “Order History”

3. Click on the order you want to check

4. Check “Order Status”

In addition, please pay attention to the SMS notification of delivery/return and other order information to understand the delivery arrangement

很抱歉，如果您的訂單因缺貨或其他原因被取消，相關購買款項將於三日內退還至您的帳戶內。

If your order is cancelled due to shortage or other reasons, the amount of purchase will be refunded to the relevant account within three days.

一般而言，我們需要收貨人簽收貨品方能完成送貨。如收貨人未能簽收貨品，我們定必先取得客户的同意及確認才會按客户要求把貨物放置在門前或放在管理處/接待處。如欲安排由管理處/接待處代收貨品，請先自行與管理處/接待處溝通並確認有關安排。

如欲安排親朋好友代收貨品，請於訂單收件人一欄填上代收人姓名及聯絡電話。有關訂單完成之確認電郵會直接發送至您帳戶中的聯絡電郵。

請注意，如貨件因客户要求放置門前或由管理處/接待處代收而造成任何遺失或損毀，Goodbuyhk不會因此而作出賠償。

**處理含有醺醉的酒類的包裹的送貨員有責任確保包裹的收件人年滿18歲，如我們對收件人的年齡有任何疑問(未滿18歲)，他們必須檢查收件人的身份證明文件。如果收件人未滿18歲或拒絕出示其身份證明文件，我們不會將包裹交予收件人。

如有任何查詢，歡迎隨時與我們聯絡。

Generally speaking, we need the consignee to sign for the goods to complete the delivery. If the consignee fails to sign for the goods, we must first obtain the customer's consent and confirmation before placing the goods in front of the door or at the management office/reception area according to the customer's requirements. If you want to arrange the collection of goods by the management office/reception office, please communicate with the management office/reception office and confirm the relevant arrangements.

If you want to arrange for relatives and friends to pick up the goods, please fill in the name and contact number of the recipient in the order recipient column. A confirmation email regarding order completion will be sent directly to the contact email in your account.

Please note that if the shipment is lost or damaged due to the customer's request to be placed in front of the door or collected by the management office/reception office, Goodbuyhk will not compensate for it.

**The deliveryman who handles packages containing intoxicated alcohol is responsible for ensuring that the recipient of the package is over 18 years old. If we have any questions about the age of the recipient (under 18), they must check the receipt Person’s identity document. If the recipient is under the age of 18 or refuses to produce his identity document, we will not deliver the package to the recipient.

If you have any enquiries, please feel free to contact us.

如您的心儀貨品暫時缺貨，將會退款，當貨品再次供應時，我們將會以電郵提示您。

如商品中列明「可退貨」，您可於收貨日起七天內提出退貨要求並與Goodbuyhk預約回收商品(部份商戶或需於更短時間內回收)，您亦可選擇自行將商品退還至您所選擇的門市。

請保留及退回所有包裝，包括所有Goodbuyhk包裝箱、貨品原裝包裝盒、商品原標籤、吊牌、證明文件、廠商保證書、說明書、贈品及全部配件等，並保證所有包裝在完好無損的狀態下退回。貨品上的標籤或吊牌亦必須保持完整，如有破壞或折曲則不可退換。若貨品已經組裝，請確保其組裝狀態與購買時一致；如貨品的包裝及組裝狀態不符合以上情況，將未能作出退換貨品的安排。

當我們成功回收相關商品後，我們會盡快回覆您的商品是否符合退貨要求。如符合要求，我們會安排Mall Dollar退款到您的Goodbuyhk帳戶內 (金額以您的訂單中顯示之價格為準)，詳情請參閱確認電郵。

注意事項：
1. 一張訂單只可進行一次退貨。
2. 若Goodbuyhk未能於七天內回收貨品，將保留取消退還貨品的權利。
3. 任何已開封、已使用或因個人原因而造成任何損壞的商品均不可退換。

不可退貨商品

不可退貨商品會於產品說明頁面上會列明此商品不可退款或不可更換。

如簽收時發現商品有任何損毀、錯漏或品質問題希望申請退換，請先以照片記錄貨品情況並於收貨天起7天內透過系統回報有關商品問題。

如派送失敗，客人或需支付額外運費作派送

物流公司一般會在送貨前一晚致電聯絡客人預約送貨時間，如送貨地址需要經過樓梯或抬上樓，或貨車未能直達及需停泊在遠處，司機會另收樓梯費及推路費。詳情可向客服同事查詢。

If the delivery fails, the customer may need to pay extra fee for the re-delivery

Logistics companies usually call the customer the night before the delivery to make an appointment for the delivery time. If the deliverer needs to go upstairs / elevator is not working, or the truck cannot reach directly and needs to be parked far away, the driver will charge additional fees. For details, please contact our customer service.

附加費

超長附加費: (單件單邊計)

180cm – 199cm $80
200cm – 219cm $100
220cm – 239cm $150
240cm 每單最多$300
240cm – 349cm $250
350cm – 449cm $350
450cm 每單最多$1000

請通知客服, 處所之樓梯/ 升降機/ 樓底 等 是否能通過超長貨物

如未有事前通知而貨物不能直接派送, 司機有權於卸貨點卸貨. 本公司保留最終決策權.

超重附加費: (單件計)

35-49kg $50
50-69kg $100
70-99kg $150
100kg 或以上 $200
※ 每單最多$1000

•超重附加費: (獨立單件貨物超過重量計算)

樓梯附加費: (總重量) 10級=1層 *不足10級當1層計算

10kg 以下 $10/層
11-20kg $30/層
21-30kg $80/層
31-40kg $150/層
41-50kg $200/層
51-60kg $250/層
61-70kg $300/層
71-80kg $350/層
81-90kg $400/層
91-100kg $450/層
100KG 以上 **必須** 先行報價

送貨及其他派送限制:

必須車到門前#.

卸貨位置與派送地點限30米內. 如超過30米, 每50米加$200.

如客人沒有事前通知, 司機將會直接於卸貨點卸貨而不作任何通知, 本公司將保留最終決定權. 附加費用必須於提交訂單時一併支付;
提供的工作資料、文件等不齊或導致不能正常交貨，派件員等候時間為20分鐘，
[^如超出會收取第二次派送費。]

# = 一般送貨會以貨VAN 作標準. 如超長或超重貨物, 或需以大車計算.

Additional fee

Extra long surcharge: (one piece and one side)

180cm-199cm $80
200cm-219cm $100
220cm-239cm $150
240cm each order is up to $300
240cm-349cm $250
350cm-449cm $350
450cm each order is up to $1000

Please inform the customer service whether the stairs / elevators / floor of the premises, etc. can pass over-long cargo

If the goods cannot be delivered without prior notice, the driver has the right to unload the goods at the unloading point. The company reserves the right to make the final decision.

Overweight surcharge: (per piece)

35-49kg $50
50-69kg $100
70-99kg $150
100kg or above $200
※ Each order is up to $1000

•Excessive weight surcharge: (independent single piece of cargo exceeds the weight calculation)

Stair surcharge: (total weight) 10 level = 1 level * Less than 10 levels are calculated as 1 level

Below 10kg $10/floor
11-20kg $30/floor
21-30kg $80/floor
31-40kg $150/floor
41-50kg $200/floor
51-60kg $250/floor
61-70kg $300/floor
71-80kg $350/floor
81-90kg $400/floor
91-100kg $450/floor
Above 100KG **must** quote in advance

Delivery and other delivery restrictions:

Must drive to the door#.

The unloading location and the delivery location are within 30 meters. If it exceeds 30 meters, an additional $200 will be added for every 50 meters.

If the customer does not notify in advance, the driver will unload the cargo directly at the unloading point without any notice. The company reserves the right to make the final decision. Additional fees must be paid when the order is submitted;
The provided work information, documents, etc. are not complete or lead to the failure of normal delivery. The waiting time of the dispatcher is 20 minutes.
[^If it exceeds, a second delivery fee will be charged. ]

# = General delivery will be based on the VAN standard. For over-length or overweight goods, it may be calculated by cart.

送貨

當天文台宣佈未來兩小時懸掛八號風球或以上時，goodbuyhk的送貨服務及門市將陸續停止提供服務。如您的訂單送貨受颱風影響，請於登入Goodbuyhk帳號後查閱「訊息」中的最送送貨安排。如您需要更改訂單送貨時間，您亦可以到「訂單紀錄」內的「更改送貨安排」自行更改送貨安排。

自取

有關訂單取貨的安排，如自取店當天未能營業，而貨品尚未到達自取店，請於登入Goodbuyhk帳號後查閱「訊息」通知以了解物流情況；如貨品已到達自取店，而當天並不是取貨期的最後一天，請在除下信號後，在取貨期內前往取貨；如當天為取貨期的最後一天，我們將會為您延長取貨期，請於登入Goodbuyhk帳號後查閱「訊息」中關於延長取貨期的通知。

受颱風影響之訂單的實際送貨日期及時間需視乎送貨地址、訂單數量及人手安排等不同因素而定，請於登入Goodbuyhk帳號後，查閱「訊息」中的最新送貨安排。​

八號或以上熱帶氣旋警告:

送貨服務將會暫停。倘若八號或以上烈風或暴風信號於下午三時仍然懸掛，當日送貨服務將會停止。新的派件時間將會透過「訊息」另行通知。

自取店將暫停營業，並於天文台改掛三號或以下熱帶氣旋警告信號後的兩小時內恢復營業。倘若八號烈風或暴風信號除下時，自取店營業時間尚餘不足五小時，當日將暫停營業。

紅色/黑色暴雨警告:

送貨服務將暫停及視乎當時情況而再另行決定派送時間。倘若當時情況不容許當日派送，新的派件時間將會透過「訊息」另行通知。

紅色暴雨警告信號生效時，自取店將會正常營業。如黑色暴雨警告信號在自取店營業期間生效，營業時間將維持不變。若黑色暴雨警告信號在自取店開放前經已生效，自取店將暫停營業，並於黑色暴雨警告除下後的兩小時內恢復營業。倘若黑色暴雨警告除下時自取店營業時間尚餘不足五小時，當天將暫停營業。

Delivery

When Tropical Cyclone Warning Signal No. 8 or above is hoisted, delivery service and self pick up service will be temporarily suspended. If delivery service is suspended due to inclement weather conditions, new delivery schedule will be sent to you through “Notification”. You may also update delivery arrangements in “Order History” > “Change Delivery Arrangements”.

Self pick up

For self pick up orders, if shop is closed and the products have not arrived at the shop, please refer to the “Notification” for order pick up notice. If it is the last day of the pickup period and shops are closed under inclement weather conditions, the pick up period will be automatically extended for one day.

The actual delivery date and time for orders which are affected by inclement weather conditions will depend on various factors such as delivery address, number of orders and manpower allocation. Therefore, please refer to the “Notification” for updated delivery arrangements.

Tropical Cyclone Warning Signal No. 8 or above:

Delivery service will be suspended. If the signal remains hoisted at 3pm, the delivery service will be suspended that day.

Shops will be temporarily closed and will resume service within 2 hours if the signal is lowered to Signal No.3 or below. If the Signal No. 8 is cancelled less than 5 hours before the normal closing time, shops will remain closed on that day.

Red/ Black Rainstorm Warning:

Delivery service will be suspended and to be resumed subjected to the weather. If delivery service is not able to continue, new delivery schedule will be sent to you through “Notification”.

Shops will be open as normal if Red Rainstorm Warning Signal is hoisted. For Black Rainstorm Warning Signal, if the signal is issued during the normal opening hours, the shops will remain open. If the signal is issued before the opening hours, the shops will be temporarily closed and will resume service within 2 hours if the signal is cancelled. If the signal is cancelled less than 5 hours before the normal closing time, the shops will remain closed on that day.