FAQS | Tokyo Sports

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CUSTOMER SERVICE

FAQS

  • ORDER

  • How to add the product to shopping cart?

    Select both the colour and size column, click add to cart and you can go to the check out page.

    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 and tracking number in “My account “page.


    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 S.F. Express, you can choose S.F. Express self pick-up serivce or home delivery. Shipping fee please refer to please refer to our delivery policy.

    Can I pick up my order in retail store or office?

    Currently we offer S.F. Express self pick-up service, you can pick up the order from their service stores or lockers. Office or retail store pick-up is not available. For more information, please refer to our delivery policy.

    Can I purchase outside Hong Kong? And the shipping fee?Any tax?

    Currently we ship tothe following countries:

    Australia, Belgium, Brunei, China, Canada, Czech Republic, France, Germany, Japan, Korea, Luxembourg, Macau, Malaysia, Netherlands, New Zealand, Philippines, Singapore, Spain, Sweden, Taiwan, Thailand, United Arab Emirate, United Kingdom, United States

    Shipping fee depends on your delivery destination, you can check the shipping fee in the check out page (shown as below), the price is included customs duties.

    For more detail, please check with our international shipping 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 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. 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 discount for next purchase. The reward points is valid in online shop only, it can not be used in retail store. The retail store membership discount 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.


    CUSTOMER SUPPORT

    To provide better support, we manage all inquiries only via our contact form or email. For inquiries, please contact us here


    CANNOT FIND YOUR ANSWER?

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