FAQ 常見問題

PLACING AN ORDER

HOW DO I MAKE A PURCHASE?

Making a purchase is easy.  Simply click on an item, select the size, colour and quantity, and click “Add to cart”. A window should pop up confirming that your item has been added to your shopping cart. Either continue shopping, or go to your shopping cart and click on “Checkout” to submit your order.

Please note that you can only place an order through an active PINE account. Please follow on-screen instructions to either sign up for or log in to your PINE account.  Your PINE username is the email address that you provide.

WHAT IF AN ITEM IS OUT OF STOCK?

An item is in stock if you are able to add it in your shopping cart. If a particular size is greyed out, the item is no longer in stock in that particular size.

PINE regularly reviews and restocks our collection. We encourage you to check back often to discover new pieces and restocked items. If there is a particular piece or style you like, please do let us know at customerservice@pine.com.hk! We would love to hear what you like seeing in our collections, and will take your feedback into consideration as we prepare our future collections.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED? 

Unfortunately, we are unable to amend an order that has already been confirmed.

If you made an error in your shipping address, please contact us immediately at customerservice@pine.com.hk. While amendments cannot be guaranteed, some carriers agree to make a change, under certain conditions and depending on the delivery status of your package.

HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?

When you have successfully placed your order, you will receive a confirmation email with your purchase order which allows you to track the status of your order.  You may track your order by logging in to your PINE account and clicking on the "Your Orders" page.  Once your order has been shipped, you will receive another confirmation email and you may continue to track the delivery progress of your order in the "Your Orders" page.  Should you have any queries about the progress of your order, please email us at customerservice@pine.com.hk.

 

PRICING & PAYMENT

HOW ARE PRICES CALCULATED?

Prices on the PINE website are listed and billed in Hong Kong Dollar (HKD). To assist your shopping experience, you may select a different currency using the currency selector (for desktop users, please use the "Settings" icon on the top right corner; for mobile users, please click on the menu button on the top left corner). Please note that all prices displayed in currencies other than the Hong Kong Dollar are calculated based on prevailing market rates, and are for reference purpose only. For details, please refer to our “Terms and Conditions”.

Whilst we are based in Hong Kong, PINE is working to deliver to as many international destinations as possible.  At the moment, PINE delivers to the following countries:

Australia, Austria, Belgium, Canada, Denmark, Finland, France, French Polynesia, Germany, Great Britain, Japan, South Korea, Macau, Malaysia, Netherlands, New Zealand, Norway, Philippines, Singapore, Spain, Switzerland, Taiwan, Thailand, United States (including Hawaii) and Vietnam.

If you would like to send your parcel to destinations other than Hong Kong, simply select the destination country at Checkout, and we will quote a competitive shipping rate for the international shipping.  Please, however, note that the recipient of the parcel will be responsible for any relevant taxes and charges associated with your order.

WHAT PAYMENT METHODS DO YOU ACCEPT?

PINE currently accepts all major payment methods throught the PAYPAL system, including American Express, Visa and MasterCard.

Please note that we are unable to accept personal checks or bank transfers.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT PINE? 

PINE is fully committed to providing a safe shopping experience to our customers. All our payments are handled through the PAYPAL system, and PINE will not see or have access to any credit card information provided by the customer.  Customers are advised to refer to PAYPAL's prevailing terms and conditions should they have any concerns regarding the operation of the PAYPAL payment system.

I PAID WITH A CREDIT CARD, AND MY CARD WAS DECLINED. WHAT HAPPENED? 

Your credit card may have been declined for a number of reasons:

  • You have mistyped your card number, expiration date or the card security code (CVV).
  • The name and address provided does not match the address registered with your bank.
  • Your bank has refused the payment for security reasons.
  • There are not enough funds in your account to cover the payment.

Please contact your credit card provider or bank for more detailed information.

 

DELIVERIES & RETURNS

WHERE DO YOU SHIP TO? 

Whilst PINE is based in Hong Kong, we support international shipping to the following countries:

Australia, Austria, Belgium, Canada, Denmark, Finland, France, French Polynesia, Germany, Great Britain, Japan, South Korea, Macau, Malaysia, Netherlands, New Zealand, Norway, Philippines, Singapore, Spain, Switzerland, Taiwan, Thailand, United States (including Hawaii) and Vietnam.

Please note that we are only able to deliver to street addresses – e.g. P.O. boxes addresses are not accepted.

We are working hard to ship to as many international desintations as possible.  Please let us know at customerservice@pine.com.hk if you would like us to ship to your country!

HOW ARE SHIPPING COSTS CALCULATED? 

Shipping costs are based on your location and the size and weight of the products ordered, in accordance with our courier companies’ registered mail service rates.

International deliveries –Some countries place restrictions on merchandise ordered from overseas, and may charge additional import fees or customs duties. Please be aware that you will be responsible for paying such charges upon receipt of the product. We suggest that you learn more about local restrictions and regulations applicable in your area prior to placing an order with us.

WHEN WILL I RECEIVE MY ORDER? 

Orders are generally processed and dispatched within 1 to 3 working days once your order has been placed. For local deliveries in Hong Kong, your items should arrive within 1 to 3 working days after dispatch. For international orders, please allow 5 to 10 working days for your order to arrive depending on your location.

You may track the status of your order by signing in to your PINE account and going to the "Your Records" page.  You may locate your order using the order number specified in the order confirmation email which would have been sent to your registered email address.

While we make every effort to deliver your items as soon as possible, please note that actual delivery time may take longer during busy periods or due to unforeseeable circumstances. If you have not received your order within 10 working days, please contact us at customerservice@pine.com.hk.

CAN I RETURN AN ITEM? 

We hope that you will love your PINE products as much as we do. However, we understand that if an item does not meet your expectation you may wish to exchange or return it. We can assist you in exchanging products purchased for an alternative item, or offer you a credit on your account to the value of the original purchase, which can be used by you at a later date. Please note that we are unable to arrange for a cash refund.

An item will only be accepted for exchange or credit note if the following conditions are met:

  • You must contact us within 7 days of receipt of your order. You may either email us at customerservice@pine.com.hk or drop us a private message via our Facebook account to initiate your exchange or refund process. Please state your order number, reasons for returning the item, and refund/exchange requests in your message;
  • You must return the item to us within 14 days of receipt of your order, and cover all associated return charges. We suggest using registered mail services to ensure the condition of the item returned. Please also include a copy of your order receipt and a note advising us of your needs; and
  • The item must be unused, unworn, unwashed and securely repackaged in its original packaging

If the above conditions are met, we will process your request within 1 to 3 days of receipt of your item. If you have returned an item purchased with a gift card, the amount of the purchase will be credited to your gift card balance.

Please note that any exchange or refund will only be for the gross value of the original item purchased and will not include the initial cost of shipping and/or any promotional discounts applied to the original order. Any custom fees or taxes (may be applicable for international orders) will not be reimbursed. A confirmation email will be sent to you once your return has been processed.

customerservice@pine.com.hk有關下訂單的問題

有關下訂單的問題 ?

在我們的網站購物十分簡易:先點擊你選購的產品,然後選擇你需要的尺碼、顏色及數量,在點擊「加入購物車」。 網站應該會顯示該產品已被成功加入你的購物車。 此後,你可繼續購物,或點擊「結帳」去完成下單的步驟。 下單結帳時,你可選擇登記或登入你的PINE帳戶,或以訪客身份結帳。 如果你需要開立或登入你的PINE帳戶,請根據網站顯示的訊息去輸入你的電郵地址及個人密碼。

如果產品缺貨怎麼辦?

如果你能把選擇的產品成功加入你的購物車, 代表該產品仍然有存貨。 如果產品顯示的尺碼或按鈕顏色是灰色的,即代表該產品、尺碼或顏色目前缺貨。 PINE會不時回顧並增加我們的貨品, 因此我們誠邀你經常瀏覽我們的網站去觀賞最新及增存的貨品。 如果你特別喜歡某一種穿搭風格或某一件產品,請務必告知我們!我們最渴望聽到顧客的迴響,亦定會為此調整我們來季的貨品。

下單後還可以更改或調整我的訂單嗎?

十分抱歉,在訂單確認後,我們將不能更改或調整你的訂單。 如果你輸入了錯誤的送貨地址,請立即以電郵與我們聯繫(admin@pine.com.hk)。 我們不能保證能更改你已確認的訂單,但個別物流公司於某些條件或情況下或可配合做出相關改正。

如何確認PINE已收悉我的訂單?

當你已經成功下單,你將會收到PINE的電郵確認你的訂單。 當你的訂單已被發送,你將收到另一個電郵確認,並包括你的訂單的郵寄追蹤號碼,以便你及時了解你的訂單的送遞情況。

 

定價及付款

PINE的定價方式

PINE的定價是以港幣為基礎及結算。為了方便你的購物,請於網站右上方點擊「設定」鍵然後選擇你慣用的貨幣。網站以港幣以外提供的價錢均以使用時通行的匯率兌現並僅作參考,詳情請參閱PINE網站的條款及細則。

PINE支援國際送遞。如有需要國際送遞,請務必選擇送遞的國家以便計算訂單可能會產生的關稅或有關因國際送遞而需支付的款項。

PINE接受什麼付款方式?

PINE現時通過PayDollar 系統接受大部分主要的付款方式,包括美國運通,簽證,萬事達卡,xxxx。

請注意PINE並不接受支票或銀行轉帳付款。

於PINE網站上以信用卡付款是否保險?

PINE非常注重為顧客提供安心的網上購物體驗。 【   】

我以信用卡付款單未能成功,為什麼?

你以信用卡付款未能成功的原因可能包括:

  • 輸入錯誤的信用卡號碼、有效日期或安全碼(CVV);
  • 訂購人名稱或帳單地址與信用卡登記地址不符;
  • 你的信用卡發行銀行基於保險理由不允許你的交易;或
  • 你的戶口沒有足夠的餘額支付訂單的結餘

詳情請聯絡你的信用卡發行銀行。

 

送貨及退貨

PINE可以送貨到哪裡?

除了香港的本地送遞服務外,PINE亦支援國際送遞到以下國家:

澳洲、奧地利、比利時、加拿大、丹麥、芬蘭、法國、法屬玻裡尼西亞、德國、英國、日本、南韓、澳門、馬來西亞、荷蘭、紐西蘭、挪威、菲力賓、新加坡、西班牙、瑞士、臺灣、泰國、美國(包括夏威夷)及越南。

請注意,PINE不可送貨到郵政地址。

運費是怎樣計算的?

運費是以你送遞的地址,及你訂單的體積及重量,根據我們慣用的快遞公司的郵寄收費計算的。

國際送遞: 某些國家會就海外入口的貨物徵收入口稅或關稅,或設定相關限制。閣下必須為訂單承擔有關稅項或限制。 請在下訂單前務必進一步瞭解你計畫送遞的國家的相應稅項或限制。

我什麼時候會收到我訂購的貨品?

在一般情況下,我們會在你下訂後1-3個工作天內處理並發送你的訂單。本地訂單一般會於發送後1-3個工作天後送抵。香港以外的訂單,視乎送貨地區,應該在發送後大約5-10個工作天內送抵。

雖然我們會盡力在最短時間內發送你訂購的貨品,但請你理解,在繁忙時段或由於一些不能預計的因素,實際送貨時間可能會比上述的預計送貨時間長。

如果你在下訂單後10個工作天內還沒有收到你訂購的貨品,請發電郵到admin@pine.com.hk與我們聯絡。

我可以退回已訂購的貨品嗎?

我們誠意希望你會如我們一樣熱愛PINE的貨品。 但如果你收到的貨品未能符合你的預期,我們理解你或會想退回該產品。 在這樣的情況下,我們可以為你安排更換別的產品,或提供價值相等的信用額供你將來在PINE網站購物時使用。 請注意,我們不能安排現金退款。

請注意,我們只會在下列情況下安排更換產品或提供信用額:

  • 你必須於收到貨品後7天內與我們聯絡。 你可以通過電郵(admin@pine.com.hk)或Facebook私人信息 (https://www.facebook.com/PINE-1522379168067003/) 跟我們安排更換貨品或索取信用額。 請於你的電郵或信息內列明你的訂單編號、退貨原因,及你選擇更換產品還是索取信用額;
  • 你必須於收到貨品後14天內將有關貨品寄回給我們,並負責支付所有郵遞費用。為確保貨品品質沒有受損,我們建議選用掛號方式郵寄有關貨品。 請在郵包內加入訂單收據的副本並簡單說明你的退貨要求;及
  • 申請退貨的貨品必須是全新、未被穿用、未被洗滌及保有原本包裝

如果你的退貨要求符合上述所有條件,我們會在收到你的退貨貨品後1-3個工作天內為你安排退貨。 如果你是以禮品卡購買有關貨品,我們會將相應全額加到你的禮品卡餘額。

請注意,所有退貨額只會包括有關貨品本身的價錢,而並不包括任何運費或海外訂單可能產生的關稅及其他稅項。 當我們收到你退回的貨品,會以電郵跟你確認。當退貨要求處理完畢,我們將再以電郵跟你確認。

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