FAQ
Order
Q：Do I need to register an account for placing order?
A：You can place an order as a visitor, but registered users can enjoy more convenience during the shopping process. If you are already registered, you don't need to re-enter your profile each time you check out. You can also view order status and order history, as well as receive notifications of our updates and offers.
Q：How long does it take for my order to be confirmed?
A：When you submit your order at the e-shop, we will send you a confirmation email once the payment is approved. Once the order is confirmed, it will go into the process of packing and shipping within 1-2 business days. Orders in the handling process cannot be cancelled.
Q：How can I check the status of my order?
A：You can check the status of your order at any time in your account. You can also call (852) 5287 6495 during office hours (Monday to Friday 9:30am - 6:30pm, except public holidays) or email to info@swissline.com.hk .
Q：How do I know that you have received an order?
A：Once the paymen thave confirmed, you will receive an order confirmation email. You can also log in to My Account to check the status of your order. You can also call (852) 5287 6495 during office hours (Monday to Friday 9:30am - 6:30pm, except public holidays) or email to info@swissline.com.hk .
Q：Can I change or cancel my order?
A：If you would like to cancel your submitted order, please contact us at info@swissline.com.hk. We will do our best to meet your requirements. If the order is already being processed, please be sorry that we cannot change or cancel your order.
Q：I just received the item and found that I received wrong item, what should I do?
A：If you receive a wrong item, please contact us as soon as possible. Please provide your order number, related photos and other information, we will handle with you as soon as possible.
Payment
Q：What is the payment method?
A：We accept payments from Visa, MasterCard and American Express credit cards.
Q：Is there any fee for online payment?
A：No payment processing fees will be charged for shopping on this website. If there is a handling fee in the payment process, please consult the relevant payment institution.
Q：Does it support cash on delivery?
A：We do not currently support cash on delivery services.
Shipping
Q：How is the shipping cost of the goods?
A：Please refer to "Payment and Shipping".
Q：How to enjoy free shipping?
A：We offer free shipping for any purchases.
Q：When will the products be shipped after placing an order?
A：Once the order is confirmed and successfully paid, the item will be shipped within 3 business days after we got the successful payment.
Q：How to check the delivery progress?
A：The system will notify the goods and the waybill number by email after the order is shipped. You can check the delivery status by browsing the official website of the courier company and entering the waybill number.
If you find that the delivery time of the goods is too long, please contact the courier company's customer service by the product waybill number on the email to check the delivery progress.
Q：Can I specify the delivery time when placing an order?
A：Please note that delivery time cannot be specified when placing an order. If you are not convenient to receive the goods when the courier company is contacting you, please contact them directly.
Q：Can you ship your products to overseas regions?
A：We only provide orders for distribution to Hong Kong and Macau. Orders in other regions are not accepted. We apologize for any inconvenience.
Refund/Return
Q：How to apply for a return?
A：If you encounter any problems after receiving the products, please contact us immediately and we will answer your questions and conduct the relevant arrangement for you.
Q：When will I get a refund?
A：We understand that you want to get a refund as soon as possible, so the refund will be arranged as soon as possible after confirming the return. After confirmation, the credit card refund processing takes about 2-5 working days, and all refunds will be returned to the original payment method. Some banks may require additional processing time or be displayed in the next period of the bill.
Q：Can products purchased at online stores be returned at physical store?
A：If you want to return the products purchased online, you also need to visit the physical store. For any return of product purchased at the online store, please refer to our "Return and Exchange Arrangement" and contact our customer service staff.
Others
Q：I forgot my account password, what should I do?
A：Please click "Forgot Password" on the login page to reset your password.
Q：I can't receive any email news from Swissline. What should I do? Or my Internet service provider will filter some spam, will these filters block the email I want to receive?
A：If you do not receive any of our email communications, it may be blocked by your Internet service provider's spam filter. These filters have the opportunity to block messages you want to receive and don't want to receive at the same time. If you find this to be the case, we recommend that you set up a specific sender's email as a safelist to ensure that all of our communications are received in the future. If you have further questions, please contact us at info@swissline.com.hk.
Q：Can I buy an online exclusive offer at the physical store?
A：The exclusive offers and gifts of the online shop are only available for online shopping and are not applicable to any physical store.
Q：Can I buy a physical store’s exclusive offer online?
A：Exclusive offers and gifts for the physical store are only available for purchase at the physical store, not for online shop.
Q：Still can't find what I want to query, what should I do?
A：Please contact us at info@swissline.com.hk or call/Whatsapp (852) 5287 6495 .
*We will reply within one working day