FREE SHIPPING ON ALL ORDERS

HELP CENTRE

If you have any enquiries or suggestions, please contact us:

Monday to Sunday from 10:00 to 24:00.

HELP CENTRE

If you have any enquiries or suggestions, please contact us:

Monday to Sunday from 10:00 to 24:00.

ORDER & DELIVERY

  • I. Consolidation of Orders

    When you shop at ITeSHOP, the products that are added to your shopping cart from our ITeSHOP and www.chocoolate.com, and that are pending for purchase check-out, will be shown according to the respective stores. You may select the products that you want to buy from the shopping cart, and then proceed to the purchase check-out. At the purchase check-out, our system will group your different orders at ITeSHOP and www.chocoolate.com together. If you wish to change or amend your order, you may do so before clicking the “Submit Order” button. After clicking the “Submit Order” button, you cannot make partial payment nor cancel partial of the ordered products from one (but not all) of ITeSHOP and www.chocoolate.com webs-stores.

  • II. Order Status

    1. Waiting for Payment: After you place an order by choosing an online payment at ITeSHOP, the order status will be “Waiting for Payment”. You may cancel the order at any time. Please complete the payment within two hours; otherwise, the order will be cancelled automatically.
    2. Processing: After you place the order and complete the payment at ITeSHOP, the order status will be “Processing”. The order will be followed by the delivery process automatically and the order status cannot be changed at this time. If you need to change the order details, please contact us via our customer care team as soon as possible.
    3. Cancelled: The order has been cancelled.
    4. In Transit: All the ordered products have been dispatched. You may track the delivery progress with the courier slip number available in “ACCOUNT OVERVIEW” > “MY ORDERS”.
    5. Delivered: After your receipt of the ordered products, the system will update the order status to “Delivered” within 2 to 3 weeks.

  • III. Order and Status Enquiries

    1. You can choose to place and check your order on ITeSHOP as our registered member or as our guest.
    2. If you are our registered member of ITeSHOP, you may check your orders by just typing your account name and password. You can track your orders by clicking on “ACCOUNT OVERVIEW”, which is shown at the top of the page. After that, please click on “MY ORDERS” in which you will then be directed to the page for checking the order status.
    3. All items marked as “exclusive”, “I.T exclusive”, “online exclusive” or “global exclusive” are understood as limited edition merchandise. Unique customers are welcome to purchase no more than 3 items of the same range, colour, and sizing.
    4. If you are not yet our registered member of ITeSHOP but just shop and purchase as a guest, please click on “Track Order”, which is shown at the bottom of the page. Then, please type the email address that was used for your purchase and the order number to check your order.
    5. Delivery or pick up service You may choose to have the order to be delivered at your address or pick up the order on your own at our designated stores.

    Standard delivery service
    After the order is dispatched, registered members may find the courier’s tracking number for their respective orders at ACCOUNT OVERVIEW” > “MY ORDERS.

    Non-registered members or guests may go to “Track Order”, which is shown at the bottom of the page, and then type the email address used for the purchase and the order number to check the order details, and to get the courier’s tracking number. With this courier’s tracking number, you can track the delivery status by calling the courier company, or by accessing to the website of the courier company. Customer service hotline of SF Express: (852) 2730 0273; website of SF Express: http://www.sf-express.com/hk/en/

    In-store pick up service
    When the order is ready at your selected store, ITeSHOP will notify you via SMS message(s) along with a pick up number. Such store will keep the order for 5 days starting from the day when the order is ready for collection. For multi-orders from our different web-stores (ITeSHOP and www.chocolate.com), ITeSHOP will notify you via different and separated SMS message(s). Customer service hotline: 800 969 032

  • IV. Delivery Policy

    Currently, SF Express is the sole courier company designated by ITeSHOP for the delivery service. Its delivery area covers most of the districts in Hong Kong SAR. If you want to know more about the services and delivery areas of SF Express, please visit the following websites of SF Express: http://www.sf-express.com/hk/en/.

  • V. Costs

    1. Standard delivery service
    Unless otherwise specified, ITeSHOP will charge a fixed delivery cost of HK$30.00 for each order, without any other extra costs. In the case of any special promotions, the specific promotion details shall prevail.
    2. In-store pick up service
    Free of charge

  • VI. Lead Time

    1. Standard delivery service
    Currently, ITeSHOP offers a standard delivery service. Normally, the ordered products will arrive in 3 - 5 days from the dispatch date. If your ordering time is placed after 14:00 on Saturday, or whole day on Sunday or public holidays, then we shall only proceed with your ordering within the business hours on the next business day.
    Note: The delivery time mentioned above is only for reference purposes. The actual delivery time shall be subject to the courier company. In case of public holidays, the actual delivery time will be posted on the Website. In case of delivery to a remote area or during bad weather, the delivery time may also be extended.
    2. In-store pick up service
    Under normal circumstances, your order will be ready at your selected pick up store(s) within 3 - 5 days. If we cannot fulfill your order, you will be notified separately by our customer care team.

  • VII. Inspection and Receipt of Products

    1. When you receive your products, please carefully check if the packages containing the ordered products are properly packed; whether they are sealed with our official sealing tape; the type/quantity/specification of the products, the delivery list, the invoice (if any), etc. When they are in order, please sign on the delivery note. During the inspection process, if you find that the package is damaged or any shortage or mistake on the products, or that a quality problem on the products, please immediately inform the courier company of the problem (in case of standard delivery service) or our staff at your selected pick up store (in case of in-store pick up service) and decline the receipt of the whole parcel, and please also contact our customer care team. We will use our best endeavours to resolve the problem. In any event, please do not open nor damage the products and the packaging.
    2. If you decline the receipt of the products for reasons not caused by quality problems, please do not open nor damage the products and the packaging.

  • RETURN AND REFUND

    • I. Return Policy

      1. Goodwill Return Policy
      Customers who purchase products from ITeSHOP may return the products within 7 days from the date of receipt (restricted to Hong Kong SAR only), provided that the products and the packaging are in their original conditions when they are returned, with all accessories intact (hand tags must be uncut, and products must be unused and unwashed. The return labels shall be intact) and that with your valid payment record. No returns will be allowed if the labels or hand tags are removed, damaged or lost. Unless there is a quality problem, no returns will be allowed after 7 days from your receipt date of the products. ITeSHOP shall have the final and absolute discretion as to whether the Goodwill Return Policy applies.

      2. Your Return Request
      ITeSHOP shall only accommodate your return request if it falls within any one of the following circumstances:
      (1). The product has any manufacturing defects;
      (2). The colour, design model and materials of products are materially inconsistent with the products description at the Website;
      (3). The product is purchased with wrong size or does not fit you;
      (4). There is a manifest error in the delivery process;
      (5). You dislike the product;
      (6). You have purchased a wrong product;
      (7). You receive a product flawed or with any quality defects. Such product may be returned only in accordance with the return procedure for defective products and will be subject to additional limitations;
      (8). For some specific offers / promotion events, a full return and refund on the entire order is required for all of the discounted or promotional products purchased during the offer / event. You have to return all the discounted or promotional products under the discounted, promotional or special purchase (including without limitation, buy-1-get-1, buy 3 pay 2, free gifts, premiums, other promotional sale). No partial return and refund of those discounted or promotional products will be accepted. Under all circumstances, you must ensure that the returned products are unused, returned in the original packaging, hang tags, protective coverage, and in a re-saleable condition. You should also keep your postal receipt as proof of sending the returned products to us.

      3. Exclusion from our Goodwill Return Policy
      Notwithstanding any contrary provisions herein contained, it is expressly stated that the followings will be excluded from our Goodwill Return Policy in which event we will not be able to process your returns and refund requests:
      (1). Products not meeting the criteria for our “Goodwill Return Policy”, e.g. when you make your return request for longer than 7 days after the date of purchase; when you cannot prove your purchase payment; or when the labelling or hand tags are missing; when the Products are not in the re-saleable condition;
      (2). Gift, underwear, bra accessories, swimwear, socks, beauty and cosmetic items, ear-rings;
      (3). Products that have been improperly used, including without limitation, having touched extremely damp objects, chemicals, gasoline, paint, detergent, solvent, or cooking oil, or having been overheated;
      (4). Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear;
      (5). Damaged products caused by usage;
      (6). Damaged products due to improper wash;
      (7). Products with colour fading due to display;
      (8). Products with unclean appearance;
      (9). Products with a seal where the seal is broken;
      (10). Non-ITeSHOP products;
      (11). Products not sold at ITeSHOP;
      (12). Any other cases that ITeSHOP deems reasonable and fair after considering all the factors in which ITeSHOP’s discretion is final and absolute.

      4. Delivery Costs for Returns
      Standard Delivery
      (1) For our Goodwill Return Policy (that must be made within 7 days from your receipt of the products), the delivery costs of the return shall be borne by the customer.
      (2) For the return request caused by quality problems, the delivery costs shall be borne by ITeSHOP. After informing our customer care team on the quality problems, you should contact the courier company to arrange the return of the products within 7 days from your receipt date of the same. You are requested to settle the delivery costs first. No return parcel marked “Freight on delivery” will be accepted. In all circumstances, a HK$30 electronic coupon will be given to you as reimbursement for the delivery costs of the return.

      Returns in Store
      Free of charge

    • II. Return Procedures

      Return via Standard Delivery
      Return requests may be processed upon the presentation of your ITeSHOP purchase list and by following the procedures stated below:
      (1). Send a return request via ITeSHOP;
      (2). Send your returned product(s) back to us;
      (3). ITeSHOP to perform a standard product inspection;
      (4). ITeSHOP to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

      Free Return In-store Service
      For I.T stores (I.T products only)
      Return requests may be processed upon the presentation of your ITeSHOP purchase list and by following the procedures stated
      (1). Send a return request via ITeSHOP;
      (2). Bring your returned product(s) to one of I.T designated stores;
      (3). I.T to perform a standard product inspection;
      (4). I.T to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

      For i.t and :CHOCOOLATE stores (I.T, i.t & :CHOCOOLATE products)
      Return requests may be processed upon the presentation of your ITeSHOP purchase list. These stores will only act as your return parcel drop off point. To complete your returns request, please follow the procedures stated below:
      (1). Send a return request via ITeSHOP;
      (2). Bring your returned product(s) to any of our designated i.t or :CHOCOOLATE stores;
      (3). Product(s) to be transferred to our inspection center for standard inspection;
      (4). ITeSHOP to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

    • III. Refund Instructions

      Standard Delivery
      1. Upon receipt of your returned products, ITeSHOP shall perform a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
      2. Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
      3. In case of dispute, ITeSHOP’s decision shall be final and binding.

      Return in Store
      For I.T store (I.T products only)
      1. Upon receipt of your returned products, the selected store shall perform a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
      2. Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
      3. In case of dispute, ITeSHOP’s decision shall be final and binding.

      For i.t and :CHOCOOLATE stores (I.T, i.t & :CHOCOOLATE products)
      1. Upon receipt of your returned products, the same will be sent to ITeSHOP for a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
      2. Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
      3. In case of dispute, ITeSHOP’s decision shall be final and binding.

    • IV. Address for the Return

      Our Address: 12/F, Block B Vita Tower, 29 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong
      Recipient: ITeSHOP Returns Team
      Phone number: 800 969 032

    • V. Disclaimer

      1. If the return request is made due to the quality problem (that the products have been damaged or used), we reserve our right to retain an external surveyor firm or our internal quality-control team to conduct the examination and certification. ITeSHOP’s decision is final and binding in this regard.
      2. Refunds will be processed according to the same payment prices and conditions applicable at the time of purchase. Discounts, coupons and delivery costs, etc., will not be refunded.
      3. For returns due to reasons besides quality problems, please ensure that the return labels of the products are intact. No returns will be entertained if the labels are removed, damaged or lost.
      4. If you choose to return any products to ITeSHOP, we will not be liable for any loss or damage to them in the course of transit and so we recommend you to retain a reliable courier company. If the returned products are lost or damaged during the transit, ITeSHOP may ask you to indemnify such loss or damage and may not arrange any refund to you.

    Effective on: 3rd May 2018

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