FAQS | Tokyo Sports
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CUSTOMER SERVICE

FAQS

  • ORDER

  • Can I change or cancel the order?

    All orders cannot be cancelled after payment accepted. If you would like to make any revise on your order, please contact us as soon as possible. It may not possible to make changes if your order is under processing.

    How can I check and track the status of my order?

    You will receive several emails when your order status has been changed, you can track it is under “Processing” or “Shipped”. You can also check the status in “My account “page. For tracking numbers, please contact our customer service for further details.


    DELIVERY

    When will I receive the order?

    After the order is placed successfully, it will be expected to deliver to your address within 2 - 4 days. The delivery may be delayed during public holiday and festival.

    Can I ship to multiple addresses?

    Each order can be shipped to one delivery address only. If you would like to ship to multiple addresses, please place your orders separately.

    Can I specific a courier to deliver my order?

    All orders will be delivered via Yamato Transport (HK) Ltd and S.F. Express, depending on your delivery address. It is not possible to specific a courier.

    Can I purchase outside Hong Kong? And the shipping cost?

    Currently we ship to China, Taiwan and Macau only. You can check the shipping fee when you check out. Please note that we will not guarantee for any tax issues. For more detail, please check with our international shipping policy.

    Can I pick up my order?

    Currently we offer S.F. Express self pick-up service, you can pick up the order from their service stores. Self pick-up service is limited to Hong Kong orders only, office or retail store pick-up is not available. For more information, please refer to our delivery policy.

    What can I do if I have not received the item at the time of delivery?

    For local orders, if you are not available at the time of delivery and you have not received the item, normally the re-delivery will be attempted on the next day. You can also contact Yamato Transport’s customer service hotline at 2829-2222 or S.F. Express at 2730 0273 to arrange a re-delivery schedule directly. All the delivery fail orders will be returned to our office and we will contact you through email, you may have to pay for extra shipping cost.

    For international orders, please contact us if you haven’t received the item within the estimated delivery schedule. You can also track the status on S.F. Express’s website with the tracking number.

    For any disputes, Tokyo Sports Online reserves all the rights to make decision.


    RETURN AND EXCHANGE

    What should I do if I receive a wrong item?

    If the received item is found to be inconsistent with your order, please contact us immediately to arrange replacement. For the return process please refer to our return policy.

    Do you accept return and exchange?

    Currently we accept return and exchange within 7 days on damaged or defected items only.  Style, size exchanges is not available. ZEHA shoes is excepted in this conditions, for more information, please refer to our return policy.


    OTHERS QUESTION

    Do you offer gift wrapping?

    Currently gift wrapping is not available.

    How can I get a promotion code?

    For the latest promotion, please sign up our newsletter and follow our fanspage on Facebook.

    What is membership reward points?

    Once you’ve created an account in TOKYO SPORTS ONLINE and made purchase on any item, you will earn reward points which can be converted to cash voucher. It is valid in online shop only, it can not be used in retail store. The retail store membership reward points is also not valid in online store. For more information, please refer to our reward scheme.

    Are the styles and price same as retail store?

    Sometimes the promotions may be different with our retail stores, therefore the price may not be the same. Also, some of the styles are online limited, which may not be available in retail store. Feel free to ask if you have any enquiry.

    Where can I find your store? Can I purchase at your office?

    For our retail stores information, please refer to here.

    Merchandise display, purchase and fitting service are not available at office.


    CANNOT FIND YOUR ANSWER?

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