Online Store Frequently Asked Questions

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Online Store Frequently Asked Questions

A Member benefits

A1. Q: What are the membership benefits?

1. Members can enjoy a high 24% shopping reward credits

2. Member Thanksgiving Day (19th of every month), member can receive Double Shopping Reward Credits

3. For all seniors aged 60 or above, provide senior member discounts, 10% discount everyday

4. Share soap.com.hk with a friend! A friend and you’ll each get a HK$40 E-coupon

B Delivery

B1. Q: Can I track my order?

A: We will send you the tracking code of the shipment when the parcel has been sent. You can track package status online in real time.

B2. Q: Shipping time?

A: Generally, orders before 9:30 am will be dispatched on the same day.
In peak season, the delivery time will be arranged within 1-3 working days. In case of holidays, the delivery time will be postponed, and the goods will be delivered in the order sequence.

The delivery address in Hong Kong can be dispatched by SF Express within 1-2 working days. If you choose the self-pickup service (SF Business Stations, SF Stores, EF Lockers, SF Service Partners: 7-11 Convenience Stores or Circle K Convenience Stores), please pay attention to receive the SMS notification of "Pickup message ".

C Ordering and payment

C1. Q: How can I order?
A: You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

You can also easily make reorders afterwards by clicking the “ADD ALL TO CART” button on any of your previously made orders. After clicking the “ADD ALL TO CART” button the cart will open and you can change quantities or products.

C2. Q: Why should I buy online?
A: Speed up the process. By ordering online, you'll be able to place order 24 hours a day when you are free, get your favourite products at reasonable prices faster, save on transportation costs and time, and you'll be able to complete order confirmation and payment processes faster.

Traceability: You will have easy access to all of your previous orders any time you want.

C3. Q: What payment methods can I use?
A: You can use all major credit cards (VISA, Mastercard), PayMe, FPS, Alipay HK, Octopus, Apple Pay, Google Pay, etc. New payment methods are added one after another. When placing an order, the payment method provided by the system shall prevail.

C4. Q: What should I do if the payment is not accepted or error happened?
A: Please place your order again later.

If the payment is still not accepted, please verify your account balance. If everything is ok but you are still unable to pay, you can switch to another account or payment method.

Please contact us for assistance, Whatapp +852 6105 5813 or email store@soap.com.hk.

C5. Q: What are the delivery fee?
A: Delivery fee depends on the weight of the product ordered and the delivery method selected. You can view the system-calculated delivery fee at checkout before paying.

C6. Q: What are the Return Policy?
A: You can see the Return Policy here

C7. Q: Do you have the product in stock?
A: All products displayed on our website are in stock. You can place an order directly.

C8. Q: How to contact customer service?
A: If you have question regarding our online store (ordering, account questions, technical questions), please contact store@soap.com.hk or call／ Whatapp +852 6105 5813

D Your account

D1. Q: How do create an account?
A: Go to this page https://www.soap.com.hk/users/sign_up and click “Sign up”, then just fill in all the needed information and click “Sign me up!”. After submitting the form, your account will be confirmed and you will be notified.

D2. Q: How can I retrieve my password?
A: You can retrieve your password by clicking “Forgot your password?” at bottom of Sign in page. Enter the registered email to retrieve the password. Instruction on password retrieval will be send to your email.

D3. Q: How about Website security?
A: Our web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties.

E Bulk (Wholesale) Quotation

E1. Q: How can I get offer of bulk amounts?
A: Please contact us for assistance, Whatapp +852 6105 5813 or email store@soap.com.hk And provide relevant information: 1. Brands, 2. Model/style and 3. Quantity, we will send you a quotation.