Q1:How to modify personal information and password?
After logging in as a member, click on your personal information to edit it, and then click Save to change it.
Q2: Whatshould I do if I forget my password?
Click on the login button and then click Forgot Password. Enter the relevant information to apply for a password reset, the system will send a password reset notification letter to your Email and you could then reset it.
Q3: Howcan I track my order status?
Members can log in to the "Orders" in the Member Center and check for Delivery Details, tracking number will be stated after order dispatch and you could track through SF express website:
https://htm.sf-express.com/hk/tc/dynamic_function/waybill/#search/bill-number/website Inquire.
Q4: Howdo I know if the order has been successfully placed?
ALIPAY,credit card (Visa, MasterCard, AMEX, Union Pay), Apple Pay, Google Pay, and other payment methods, the order is deemed to be successfully placed after the payment is completed. Then an order confirmation email will be delivered to your registered email.
Q5:How do I modify the order information?
After the order is successfully placed, no modification or order consolidation will be available. Before the order status changed to confirmed, please contact customer service as soon as possible to cancel the order and place a new order.
Q6: Howdo I cancel an unshipped order?
Before the order status changed to confirmed, please contact customer service as soon as possible to cancel, and provide your name, email, and order number. The customer service staff will handle as soon as possible. Please note that depending on the order status and shipping status, the order may not be successfully cancelled.
Q7:When will my order be shipped?
(1) Same-day dispatch upon successful payment before 11 AM from Monday to Friday,excluding weekends, public holidays, and promotion/sale period.
However,dispatch and delivery time will be affected by promotion/sale period, weekends,and public holidays.
(2) Orders are shipped from Monday to Friday; Saturday, Sunday, and public holidays cannot be shipped.
Q8: I want to return the product after receiving it, what should I do?
If you request a return or exchange for personal reasons, you will be responsible for the round-trip shipping fee, in total $60. As long as the goods are kept in the “original sales state”, you can request return within 14-day (from the date of arrival, and the 14 days include holidays), all shipping charges are not refunded.
Q9: ALIPAYHK cannot make payment, what should I do?
For ALIPAY,please use a Hong Kong account to pay. If the payment fails after placing an order on a mobile phone, it is recommended to use a computer to place the order. If the payment still fails, please contact CS customer service.
Q10:Does Raum HK have offline stores?
Some BANANAL products are available in all LOG-ON stores (except Lab Concept stores). The products on sale in each store are different. It is recommended to call the LOG-ON hotline (852) 2429-8588 for inquiries before visiting the store.
Other brands currently do not have physical stores in Hong Kong. Please purchase on our official website raum HK. Thank you for your support.
CustomerCenter
Contact number: 901 45566 (Whatsapp available)
Working Hour: Monday to Friday: 9:00 ~ 18:00 (Exclude public holidays)
CS E-mail:raumhk.cs@mediquitous.com
