Frequently asked questions 常见问题

Orders are not shipped. The E-Mall is a members-only redemption store and you collect your items in person from the stockist you select when you confirm the redemption. You will receive a collection reference for the order, and you present that reference together with your member identity at the stockist to collect. 订单概不邮寄。E-Mall 是会员专属兑换商城，您需到确认兑换时所选择的指定门店亲自领取。您会收到该订单的领取编号，领取时请出示该编号及您的会员身份。

An order moves through four stages: Reserved, Confirmed, Ready for Collection, and Collected. Pre-Order items pass through an additional In Preparation stage. You will be notified when your order reaches Ready for Collection, and only then should you go to the stockist. If your stockist is appointment-only, book before you travel. 订单共经历四个阶段：已预留、已确认、可领取、已领取。预购商品会多一个备货中阶段。订单进入可领取阶段时，您会收到通知，到时再前往门店。若您的门店需要预约，请先预约再前往。

No. A redemption cannot be cancelled once it has been confirmed, and a request cannot be withdrawn once you have sent it. This applies to both Instant Redemption and Pre-Order items, so please check your redemption list carefully before you submit it. As the E-Mall does not involve any cash payment, there are no cash refunds, and points used for a redemption will not be returned to your member account, except where the item is damaged, incorrect or faulty. A redemption that is not collected still counts as redeemed and the points are not returned. If an item is damaged, incorrect or faulty, raise it with the stockist at the point of handover; where points are returned, the re-credit is made to your member account through the member system. This policy does not affect your statutory rights.