FAQ – VWOWGIFTS
禮籃 - 生果籃 - 維他命 - NMN | GIFTS HAMPERS
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VWOWGIFTS values every customer and understands that each customer has his/her own unique needs, queries and/or concerns, which deserve our quick responses. Answers to some of the most common questions from customers can be found on this page. For more information, please call our customer service department on (+852) 3481 2772, and we are more than happy to help. 

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FAQ

Q: Is the delivery free of charge?

Delivery to the metropolitan area of Hong Kong is free of charge. For delivery to areas outside the metropolitan area, there is a fee of HK$300. For more information, please visit https://vwowgifts.com/ghen/hong-kong-hamper-free-delivery/.

Q: How do I know if my order has been placed successfully?

Within 10 minutes after placing the order, you will receive an email confirmation. If you do not find the confirmation email in your inbox, please check your junk or spam folder and/or call our customer service at (852) 3481 2772.

Q: Could my purchases be delivered at the delivery time I specify?

If you do not require same day delivery, you can choose your preferred delivery time with 24 hours notice. If orders need to be delivered within a specific time period or tight time window, please contact customer service at (852) 3481 2772 at least 24 hours prior to delivery. Our customer service will contact you if traffic or accidents cause a delay in delivery. Additional transportation charges may apply for some delivery times or locations. If you have any questions about delivery, please contact our customer service at (852) 3481 2772.

Q: How can I pay at VWOWGIFTS?

Online orders can be paid by credit card or PayPal. Direct deposit and bank transfer are also available. Customers can also pay via offline facilities.

Other payment channels, such as PayMe, FPS are available. WeChat will be launched soon later.

Q: Do you offer corporate accounts?

We offer corporate accounts only for corporate customers with regular volume. Please contact our customer service at (852) 3481 2772 for more information.

Q: Could I put two different shopping carts into one set together?

Please leave us a message in the special request field on the checkout page and we will be pleased to arrange it for you. You can also call our service hotline at (852) 3481 2772 or email us (info@vwowgifts.com) to give you assistance.

Q: What should I do if my credit card is declined by VWOWGIFTS?

Your credit card is probably not an accepted payment method. If you do not have a PayPal account, please contact our customer service team at (852) 3481 2772 or email us (info@vwowgifts.com) for assistance in using an alternative payment method.

Q: What currency are the goods traded in at VWOWGIFTS?

VWOWGIFTS uses Hong Kong dollars to quote the prices of goods unless otherwise stated.

Q: How can I pay at VWOWGIFTS?

Online orders can be paid by credit card or PayPal. Direct deposit and bank transfer are also available. Customers can also pay via offline facilities.

Other payment channels, such as PayMe, FPS are available. WeChat will be launched soon later.

Q: How can a promotional code be applied to an order?

Do you have a promotional code? Click Here' is located at the bottom left of your shopping cart, where customers can enter the promotional code and click 'Apply

Q: Could my handwritten cards and gifts be added to my gift hamper?

Absolutely! Send us the personal or business cards, gift certificates and/or gifts you would like to add to your gift hamper and we will package them for you.

Please send them to our warehouse and shipping centre at least 2 business days before delivery and we will take care of the rest. Please note that additional fees may apply.

Mailing Address: Unit B, 12/F, Hang Seng Causeway Bay Building, 28 Yee Wo Street, Causeway Bay, Hong Kong

Q: Some of the merchandise photos on the website include decorations. Will the decorations be packed in the delivery?

Only the decorations for Christmas, Mid-Autumn Festival and Chinese New Year are included in the delivery. Normally, the decorations in the pictures are for illustration only.

Q: Could I see how my gift hamper will look after wrapping?

Yes, we can accommodate such requests. Please leave a message on the checkout page, and we will email you a photo of your wrapped hamper later.

You can also contact us by email (info@vwowgifts.com) so that customer service can assist you. Please note that we may not be able to fulfil such requests if the order is already in the process of shipping.

Q: How come the hamper I received looks different from the photo on your website?

Although we strive to provide our customers with the exact merchandise shown in the product pictures and descriptions, some items may need to be exchanged or replaced due to availability fluctuations. The replacement or substitute item will be of the same pattern, colour, style, design or taste whenever possible. If such a replacement is not available, we will send you a similar item of equal or greater value.

Q: Where can I find a store? Where customers can see the hampers and purchase offline?

Unfortunately, we do not have any physical stores at this time, but customers can pick up their hampers at our warehouses after ordering online.

Simply enter "self-pickup" in the Address and Special Request field on the order page, and your hamper will be available for pickup on the date you choose.

Our warehouse is located at:

Unit B 20/F Phase 1, Goldfield Industrial Building, No 144-150 Tai Lin Pai Road, Kwai Tsing, NT, Hong Kong

Collection is available from 10:00am to 6:00pm Monday to Friday, except public holidays.

Q: What to do if delivery fails due to weather or traffic conditions?

Orders for fresh fruit, food, beverages or other perishable products that could not be delivered due to weather or traffic conditions will be redelivered to the same address within 24 hours.

Q: Is it possible for customers to change their orders or request additions?

Unfortunately, orders that are in the process of being prepared and/or shipped cannot be changed or added to.

The customer will have to pay the additional fees for the successfully made changes or additions.

If the price of the replacement product is lower than the original product, the price difference will not be refunded. VWOWGIFTS reserves the right to refuse to adjust or change orders.

Q: How do I know if my order has been placed successfully?

Within 10 minutes after placing the order, you will receive an email confirmation. If you do not find the confirmation email in your inbox, please check your junk or spam folder and/or call our customer service at (852) 3481 2772.

Q: Is the delivery free of charge?

Delivery to the metropolitan area of Hong Kong is free of charge. For delivery to areas outside the metropolitan area, there is a fee of HK$300. For more information, please visit https://vwowgifts.com/ghen/hong-kong-hamper-free-delivery/.

Q: Do you offer overseas delivery?

Yes, we are able to fulfill requests for international shipping. Please contact our customer service team at (852) 3481 2772 or email info@vwowgifts.com for shipping and other information. Please note that some countries have imposed import restrictions that limit the shipping of certain items.

Q: Could my purchases be delivered at the delivery time I specify?

If you do not require same day delivery, you can choose your preferred delivery time with 24 hours notice. If orders need to be delivered within a specific time period or tight time window, please contact customer service at (852) 3481 2772 at least 24 hours prior to delivery. Our customer service will contact you if traffic or accidents cause a delay in delivery. Additional transportation charges may apply for some delivery times or locations. If you have any questions about delivery, please contact our customer service at (852) 3481 2772.

Q: Could VWOWGIFTS securely keep the customer data collected during the checkout process?

Customer data collected during the checkout process has been securely encrypted to prevent automated or illegal access and/or use.

Q: Could orders for multiple gift hampers each be delivered to a different address?

Customers can conveniently have their orders for multiple gift hampers delivered to different addresses through our website. Simply click "Checkout with multiple addresses" in the shopping cart to go to the multiple recipient order page. You can enter the delivery addresses and individual messages for each hamper.

You can also call us at (852) 3481 2772 or email us (info@vwowgifts.com) to fill out an order form with the addresses.

Shipping questions

Q: What to do if delivery fails due to weather or traffic conditions?

Orders for fresh fruit, food, beverages or other perishable products that could not be delivered due to weather or traffic conditions will be redelivered to the same address within 24 hours.

Q: What should I do if I accidentally enter an incorrect shipping address?

It is your responsibility to ensure that the delivery information for your order is correct and accurate. So please be careful when entering delivery information. VWOWGIFTS LIMITED is not responsible for failed deliveries due to the following reasons:

- The recipient is not available to sign for the delivery at the specified delivery address and time.

- An incorrect delivery address

- Inaccurate information about the recipient

- The recipient's phone number is incorrect or invalid

Please contact Customer Service at (852) 3481 2772 at least 48 hours prior to delivery for assistance with the incorrect information.

Q: What happens if the delivery fails due to incorrect address or contact information?

If the failed delivery is due to unavailability of the recipient or incorrect delivery information, the buyer will have to pay additional charges for the next delivery. Orders for perishable products such as fresh fruit, beverages, groceries or other perishable products that cannot be delivered the same or next business day must be replaced with new orders to ensure the highest quality product. Replacement orders will be charged at a 35% discount off the previous order.

Q: What should the recipient do if they are unavailable at the delivery address and/or at the time of delivery?

If perishable products are not delivered because the recipient cannot be reached, the buyer must pay additional charges for the next delivery. If the redelivered hampers contain fresh fruit, beverages, groceries, or other perishable products that are not delivered on the same or next business day, customers must replace them with new orders to ensure the highest quality product. Replacement orders will be charged at a 35% discount off the previous order.

Q: How can I track the progress of my order?

Customers can track their orders by calling us. If you have any questions, please contact customer service at (852) 3481 2772.

Q: Do you offer same day delivery?

Under normal circumstances, orders placed before 1:00pm will be delivered after 2pm (normally between 4:00pm and 6:00pm) on the same day. If delivery is delayed due to traffic congestion or accidents, our customer service team will inform you of alternative options.

Q: Could I have gifts delivered on weekends or holidays?

Pre-ordered gifts can be delivered on weekends or holidays, including some special days such as Christmas Day and Chinese New Year. However, same-day delivery is not available on these days.

Q: What areas do the gift hampers in Hong Kong deliver to?

We provide delivery service to all residential areas, offices, shopping malls, schools, hotels and Hong Kong International Airport (unrestricted areas only) in Greater Hong Kong.

Q: How long does it take for the order to be placed and delivered at VWOWGIFTS?

Please refer to Shipping and Delivery Policy or just call our customer service hotline at (852) 3481 2772.

Returns questions

Q: Could refund the discounted and promotional items?

Under the terms of the Merchandise Quality Policy, all discounted merchandise and promotional items are non-refundable unless they are in unacceptable condition. To receive a full refund, damaged merchandise must be returned within 5 days of delivery.

Q: How can an order placed with Gift Hampers Hong Kong be cancelled?

Orders for fruit, food, beverages and other perishable items must be cancelled at least 48 hours prior to the delivery date. Cancellation of an order within 48 hours prior to delivery will incur a HK$150 administration fee. Orders for fruit, food, beverages and packing materials cannot be cancelled and customers must pay for the order.

If you wish to cancel non-perishable purchases, you must do so at least 24 hours in advance. Cancellations received less than 24 hours prior to delivery will have delivery charges deducted from the refund.

To cancel an order, please call customer service at (852) 3481 2772 or email us (info@vwowgifts.com) with the order number.

Q: Any Non-Refundable or returnable products?

i. Due to health and safety concerns, VWOWGIFTS will not accept returns and refunds of the following products unless the product has express quality issues:

- perfume and soap

- cosmetics

- garments (both for men and women)

- perishable products

- food products

- beverages (including alcoholic beverages)

- personal care products

- fine ornaments

- hosiery

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