Question 1

What does the badge in the upper left corner of the product represent?

Accepted Answer

To make online shopping easier, there are badges on top left corner of the products to indicate useful information.

	Exclusive	Indicates we have exclusive arrangements with the supplier / brand owner on the supply of this product.
	Supplier Delivery	Indicates this product will be delivered directly by Supplier.
	Sustainable Choice	Indicates this product is refillable, reusable, or is made from responsible ingredients/ materials.
	Hot Items	Indicates this product is currently in high demand.
	New Products	Indicates this product is a recently launched new product.
	Online Exclusive	Indicates this product is only available for purchase online and cannot be bought offline.
	HALAL Food	Indicate this product meets halal requirements. Clean and lawful food under Islamic guidance.
	Frozen Food	Indicate this product must be store in a frozen environment at between -15°C and -18°C.
	Chilled Food	Indicate this product must be store in a chilled environment at between 0°C and 4°C.
	No Hormone Added Food	Indicate this product is produced without any added hormones for growth or production.

Question 2

What is the minimum consumption or shelf life of the product?

Accepted Answer

The following products have minimum consumption or shelf life and this period will be calculated from the delivery date
Bread: 2 days
Chilled Milk: 5 days
Baby Milk Powder: Hipp Organic: 90 days; Other brands: 180 days
Baby Food: 30 days
Chilled Meat and Poultry: 2-7 days
Other Chilled food: 7-14 days
Yogurt and probiotic drinks: 7-14 days

Question 3

When will I receive the goods?

Accepted Answer

If you successfully place an order between 11a.m. and 7:30p.m. daily, the fastest delivery time is within 60 minutes to your home. Orders placed after 7:30p.m. will be scheduled for delivery as soon as possible after 11:00a.m. the next day.

Question 4

What are the restrictions on purchase?

Accepted Answer

Only specified selected items are eligible. Each order is limited to a maximum of 15 items, and the order amount (after discounts) must be HK$80 or above.

Question 5

How is the delivery fee calculated?

Accepted Answer

A delivery fee of HK$25 will be charged for each order. Free delivery offers do not apply to the Express Delivery service.

Question 6

Does Express Delivery cover all districts?

Accepted Answer

We currently only provide service in designated areas. Customers can enter their delivery address on Express Delivery. If it is applicable for the service, the fastest delivery times and product will be displayed.

Question 7

Can goods be delivered to tenement building?

Accepted Answer

For building that do not provide elevator service or in case there is no elevator available at the moment, the delivery staff will only be able to go up to a maximum 3 flights of stairs. If your specified location is on the 4th floor or above, the delivery staff will send you a message via the customer-rider chat and ask you come down to the lower floors to collect the items.

Question 8

Is the payment secure?

Accepted Answer

To provide secure online commerce transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts the Customer’s personal information, including credit card number, name and address, so that it would not be read as the information travels over the Internet.

Question 9

Is there any payment limit for online shopping?

Accepted Answer

The single order amount must be equal or greater than $50. For security reasons, the total payable amount of your order cannot exceed $9,999 when using Visa or MasterCard for payment.

Question 10

How to know if the payment transaction is successful?

Accepted Answer

Once your payment is confirmed, you will be redirect to thank you page and receive an order confirmation email from us. You may also visit [Order History] under [My Account] for more order details & status.

Question 11

Can I choose to refund or request change when use eVoucher to check out?

Accepted Answer

Sorry but no change will be given if eVoucher applied for check out.

Question 12

How can I get free Click & Collect service?

Accepted Answer

The services of 'Click & Collect' is available for orders upon $100. For order below $100, $20 service charge shall apply.

Question 13

How long does it take to pick up my order?

Accepted Answer

Please refer to below table for the estimated pick-up time. To pick up the order, please show your order number to our store assistant when picking up your order in store. Please note signature is required for order pick-up.

Please refer to below table for the earliest pickup time

Order Time	Earliest Pickup Time
00:00am – 5:00pm	Starting from 11:00am on the same day until 7:00pm
After 5:00pm	Starting from 11:00am on the next day

Cheung Chau

Order Time	Earliest Pickup Time
Before 11:00am	Starting from 2:00pm on the next day(Not available on Tuesday, Thursday, Sunday and public holidays)
After 11:00am	Starting from 2:00pm of the second day following the order date(Not available on Tuesday, Thursday, Sunday and public holidays)

Mui Wo

Order Time	Earliest Pickup Time
Before 11:00am	Starting from 2:00pm on the next day(Not available on Tuesday, Friday, Sunday and public holidays)
After 11:00am	Starting from 2:00pm of the second day following the order date(Not available on Tuesday, Friday, Sunday and public holidays)

Question 14

What happens if i arrive late to collect my order?

Accepted Answer

Order must be picked up within 3 days after receiving the pick-up notification. We also recommend same-day pickup. “Same day” means within 24 hours from when the store completes order packing. If customer fail to collect the order within the pick-up period, PARKnSHOP reserves the right to cancel the order.

Question 15

What delivery methods provided?

Accepted Answer

Home Delivery: We provide door-to-door delivery service for online order and order will be delivered depending on the delivery date and time slot selected at checkout.

Supplier Direct Delivery: For product with "Supplier Direct Delivery*" label on name, merchant will contact customer for delivery arrangement and send the order to customer directly.

Question 16

What delivery time slots offered?

Accepted Answer

Hong Kong Island, Kowloon

	Exclusive	Indicates we have exclusive arrangements with the supplier / brand owner on the supply of this product.
	Supplier Delivery	Indicates this product will be delivered directly by Supplier.
	Sustainable Choice	Indicates this product is refillable, reusable, or is made from responsible ingredients/ materials.
	Hot Items	Indicates this product is currently in high demand.
	New Products	Indicates this product is a recently launched new product.
	Online Exclusive	Indicates this product is only available for purchase online and cannot be bought offline.
	HALAL Food	Indicate this product meets halal requirements. Clean and lawful food under Islamic guidance.
	Frozen Food	Indicate this product must be store in a frozen environment at between -15°C and -18°C.
	Chilled Food	Indicate this product must be store in a chilled environment at between 0°C and 4°C.
	No Hormone Added Food	Indicate this product is produced without any added hormones for growth or production.

New Territories (Includes Tung Chung & Hong Kong International Airport)

Order Time	Earliest Delivery Time Slots
Before 11:00am	7:00pm - 10:30pm on the same day
11:00am - 3:00pm	12:00 noon - 5:00pm on the next day
After 3:00pm	7:00pm - 10:30pm on the next day

Ma Wan, Discovery Bay

Order Time	Earliest Delivery Time Slots
Before 3:00pm	12:00 noon - 5:00pm on the next day
After 3:00pm	12:00 noon - 5:00pm of the second day following the order date

Question 17

Where do you deliver?

Accepted Answer

We currently offer delivery service to Hong Kong, Kowloon, New Territories, and selected outlying islands including Ma Wan, Tung Chung, Discovery Bay and Hong Kong International Airport.

1. Delivery service is not available for following outlying Islands:
Including Cheung Chau, Lantau Island, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery and Tai O and areas that vans are restricted to access.
2. Delivery service is not applicable to non-fixed addressesa andrestricted border areas.

Question 18

How is delivery arranged for Supplier Direct order?

Accepted Answer

Our merchant will handle and ship "Supplier Direct Delivery*" goods to customer directly. After an order is placed, merchant will contact customer via phone or email for delivery arrangement. For more details of free delivery threshold & delivery charges of each merchant, please refer to table below:

	Exclusive	Indicates we have exclusive arrangements with the supplier / brand owner on the supply of this product.
	Supplier Delivery	Indicates this product will be delivered directly by Supplier.
	Sustainable Choice	Indicates this product is refillable, reusable, or is made from responsible ingredients/ materials.
	Hot Items	Indicates this product is currently in high demand.
	New Products	Indicates this product is a recently launched new product.
	Online Exclusive	Indicates this product is only available for purchase online and cannot be bought offline.
	HALAL Food	Indicate this product meets halal requirements. Clean and lawful food under Islamic guidance.
	Frozen Food	Indicate this product must be store in a frozen environment at between -15°C and -18°C.
	Chilled Food	Indicate this product must be store in a chilled environment at between 0°C and 4°C.
	No Hormone Added Food	Indicate this product is produced without any added hormones for growth or production.

Question 19

Can i change the delivery address for my order?

Accepted Answer

Once your order has been confirmed, you are not allowed to change your delivery address. If you wish to change the address, please contact our customer service department:
Customer Service Hotline
Tel:   [Hong Kong] +(852)2690 0948
Email:   Parknshop.info@asw.com.hk
Office Hours:   Mon - Sun 9:00a.m. - 10:00p.m.

Question 20

Why cannot delivery my order to any PARKnSHOP store?

Accepted Answer

For home delivery service, all items will be arranged door-to-door delivery. For products labelled "Supplier Direct Delivery", they will be directly delivered by the merchant. If you wish to pick up the order at one of our PARKnSHOP stores, you may select Click & Collect service at checkout.

Question 21

Is that PNS eShop accept corporate order?

Accepted Answer

For any enquiries regarding to corporate purchase, please fill in below enquiry form or email to PNS.Corp@aswatson.com, we will get back to you shortly.

Question 22

Promo Code is shown invalid even you have not been used before?

Accepted Answer

1. Please check no space in between Promo Code
2. Upper case only (case sensitive)
3. If issue persist, please re-enter again after 30 minutes

Question 23

Why does it say "Coupon code is invalid" after entering the Promo Code?

Accepted Answer

1. Please check no space in between the Promo Code
2. Upper/ Lower case only (case sensitive)
3. If issue persist, please re-enter again after 30 minutes

Question 24

How to enter the number of products with "Buy X Get X Free" Discount Offer?

Accepted Answer

Please remember to enter the number of products as 2 with “Buy 1 Get 1 Free” Offer; Please remember to enter the number of products as 3 with “Buy 2 Get 1 Free” and so on. For wrong input of order quantity, product replenishment will not be arranged.

Question 25

VIP Year-round offer

Accepted Answer

Terms and Conditions

VIP members purchase upon $800 at PNS eShop on 8th, 18th or 28th of each month enjoy 8% off. The max. discount up to $225 per each transaction. The offer is valid in PNS eShop only. The offer is valid until 1 February 2024. Offer is valid to eligible members upon single spending of specified amount without limitation during birthday month. Only VIP members can enjoy this offer and it’s non-transferable. During the promotion period, all coupons will be suspended. This offer is not applicable to purchase e-vouchers, phone / fax / TasteToGo orders, hampers, phone card / prepaid phone card / gift card, stage 1 infant milk powder, home appliances and cookware, mooncakes, hairy crabs, supplier direct delivery items, physical store pick up items, pre-order items, items from Watsons eMall and Fortress items and any other redemption products. Terms & Conditions of PNS eShop are applied. PARKnSHOP and MoneyBack decision are final shall there is any disputes.

Question 26

Why the “eCoupon / eVoucher” is shown invalid?

Accepted Answer

Your order may not be able to fulfill the terms & conditions of the selected eCoupon / eVoucher, please read the related terms & conditions for details. If the eCoupon / eVoucher still cannot be used, please contact our customer service by phone +852 2690 0948, email Parknshop.info@asw.com.hk or online conversation.

Question 27

eCoupon Terms & Conditions

Accepted Answer

Terms and Conditions

This offer is eligible to PNS eShop only. During the promotion period, all PNS cash/till coupons will be suspended. This offer is not applicable to e-vouchers, phone / fax / TasteToGo orders, hampers, phone card / prepaid phone card / gift card, stage 1 infant milk powder, home appliances and cookware, mooncakes, hairy crabs, supplier direct delivery items, physical store pick up items, pre-order items, items from Watsons eMall and Fortress items and any other redemption products.

Question 28

When will the eCoupon be inserted into my account?

Accepted Answer

The eCoupon will be automatically inserted into the eligible PNS eShop account within 7 working days after order collection / delivery. eCoupon is only applicable at PNS eShop. Please login PNS HK website / App, add your favorite products in shopping basket and click “next”. Select the eCoupon in the delivery address / store page for usage. After the eCoupon redemption, the minimum checkout net order value is $50.

Question 29

How to calculate the discounted price of Tiered Pricing Promotion?

Accepted Answer

Discounted price of qualifying items for Tiered Pricing Promotion in the Check-Out Order Total is calculated based on total quantity of qualifying items in check-out order. If qualifying items in the check-out order contains free gift offer, the amount of discount to be deducted may be based on the highest discounted unit price of the qualifying items.

Question 30

Why I can't find the free gift from my shopping cart or order?

Accepted Answer

The complimentary gift provided with your purchase will be calculated based on the amount after discount. Gifts are available in limited quantities and while stocks last. If the gift is not shown at checkout or in your order, it means the gift is out of stock or your order amount does not meet the required threshold.

Question 31

How to shop and place an order at PNS eShop?

Accepted Answer

6 easy steps to start an online order at PNS eStop or App:
1) Login Moneyback account
2) Search your favorite products
3) Click “Add to basket” to add the item to your shopping basket
4) Click “My Basket” on the top right corner when you finish shopping
5) Enter your delivery details and select payment method
6) Confirm the order and the transaction is completed

Question 32

How can I add products to my shopping list?

Accepted Answer

You can add your favourite item to shopping list on product category page by clicking on the "♡" Icon when mouse hovers over the product image.
Or
You can go to product detail page and click on "Add to wishlist" button to add your favourite item to shopping list.

How to manage your shopping list?
You may click on “My account” at the right top corner and then click on "My list" button on the menu to manage your shopping lists.

Question 33

How do I get notified when product is back to stock?

Accepted Answer

If the product is currently out of stock, you can click on "Notify Me" button to get notified by email when it is back in stock.

Question 34

Why is there an adjustment to the plastic shopping bag charge in the order?

Accepted Answer

To reduce plastic waste and encourage recycling, we are responding to the Hong Kong government's plastic shopping bag charging scheme. Since December 31, 2022, the charge for plastic shopping bags is at least $2, which includes bags used to carry any fresh, chilled, and frozen food.

Question 35

What is Packaging and Plastic Bags Levy?

Accepted Answer

$2 will be charged for Packaging and Plastic Bags Levy in home delivery order.

Question 36

Can I request not to use any plastic shopping bags when placing an order?

Accepted Answer

PNS eShop has always advocated for environmental protection and has switched to eco-friendly delivery packaging materials, using recyclable and reusable materials to minimize environmental harm. However, for health and safety reasons, plastic shopping bags are still required to transport fresh, chilled and frozen foods to ensure food quality.

Question 37

How to Choose Your Preferred Gift Style/Flavor?

Accepted Answer

You may select your preferred freebie style or flavor by following simple steps:

Select your desired freebie (it must be a purchasable item that qualifies for the promotional offer and is subject to stock availability).
Click “Add to Cart” or the “+” button to add the freebie to your shopping cart.
Add the promotional item(s) to the shopping cart.
Click on “My Cart” to review your selections
If your selected freebie style or flavor is valid, the system will automatically display it as a freebie.

If Customers do not follow the above steps, the packaging / style / flavor of the freebie will be automatically selected by the system. If customers wish to change the system-selected freebie, they may remove the promotional item(s) from their shopping cart to reset the freebie, then follow the above steps to choose their preferred freebie.

Question 38

Can I change the information of my order, or cancel it?

Accepted Answer

Once the order is confirmed, it cannot be cancelled and the information cannot be changed. If you wish to cancel order, please contact our customer service department 48hours before order is shipped.
Customer Service Hotline
Tel:   [Hong Kong] +(852)2690 0948
Email:   Parknshop.info@asw.com.hk
Office Hours:   Mon - Sun 9:00a.m. - 10:00p.m.

Question 39

How do I rate and review a product?

Accepted Answer

You may go to product page or visit [Product Review] under [My Account] to rate and review a product. You may rate a product from 1 to 5 stars, with 5 stars being the highest.

Question 40

Can I edit or delete a review?

Accepted Answer

No. You cannot edit or delete once your review has been submitted.

Question 41

Why is my review not showing up?

Accepted Answer

Review that contains obscene, profane, offensive or harassing language will be removed without further notice. PNS eShop reserves the right to display and remove any review.

Question 42

How to report an inappropriate review?

Accepted Answer

To report and remove an inappropriate review, please contact our customer service department:
Customer Service Hotline
Tel:   [Hong Kong] +(852)2690 0948
[Macau] +(853)2835 0565
Fax:   +(852)2186 3389
Email:   Parknshop.info@asw.com.hk
Office Hours:   Mon - Sun 9:00a.m. - 10:00p.m.

Question 43

Can I change the information of my order, or cancel it?

Accepted Answer

Once the order is confirmed, it cannot be cancelled and the information cannot be changed. If you wish to cancel order, please contact our customer service department 48hours before order is shipped.
Customer Service Hotline
Tel:   [Hong Kong] +(852)2690 0948
Email:   Parknshop.info@asw.com.hk
Office Hours:   Mon - Sun 9:00a.m. - 10:00p.m.

Question 44

How can I report missing / wrong / defective items of my order?

Accepted Answer

For any missing/ wrong/ defective items, please email us at Parknshop.info@asw.com.hk with your order no. and pictures of your item within 7 days upon receipt.
Remarks:
1. Items must be returned in the original box and must include all the original tag, label and packaging.
2. Each order can only be returned once.
3. Please note that only one refund request can be made per each order. Items cannot be returned/refunded for non-quality reasons.

Question 45

How can I arrange returns & refunds for online order?

Accepted Answer

• If the items you receive have quality issues or are incorrect, please send an email to Parknshop.info@asw.com.hk with your order no. and pictures of your item within 7 days upon receipt. Items must be returned with all the original tag, label and packaging.

• Please note that only one refund request can be made per order.

• Items cannot be returned/refunded for non-quality reasons or for reasons other than when a wrong / incorrect or quantity of the item is delivered.

• Currently, we offer 2 refund methods：
1. Refund to your eStore account as e-voucher around 3 working days upon refund request is confirmed, which can be used in your next purchase.
2. Refund to your relevant payment account which you applied to settle the payment of your order. The refund process generally takes around 1 to 2 weeks upon refund request is confirmed.

(Note: in case you decide to use Octopus App to receive the refund, the request must be within 180 days after the transaction. You will receive a notification via your Octopus App and you are required to collect the refund via your Octopus App within 90 days.)

• If there is any dispute, PARKnSHOP reserves the right of final decision.

Question 46

How can I arrange returns & refunds for offline store order?

Accepted Answer

• Please return / exchange the goods with the original receipt within 7 days of purchase. Products can only be refunded / exchanged within the store where they were purchased.

• Please note that refund is only eligible for expired items or own-brand products. For other items with alleged quality issues, we accept product exchange or replacement.

• This refund policy is not applicable to voucher / e-voucher / prepaid SIM cards/ gift card/ add on services or designated product. (For details, please refer to the T&C of related item.)

• Cash will be refunded for purchases made with cash and any instant payment method like Octopus card. For credit card payments, please present your original credit card and receipt to our staff for processing refund. Refund service is eligible to the original credit card and it will take 4 weeks to refund to your original account. For other payment methods, refund will be made using the same method as the original payment.

• If there is any dispute, PARKnSHOP reserves the right of final decision.

Question 47

Who is eligible for application?

Accepted Answer

The following four groups of persons with disabilities and their families/carers are eligible to apply for the service:

1. Persons with severe physical disability (including those suffering from cerebral palsy/using wheelchairs or walking aids);

2. Persons with severe low vision or are totally blind;

3. Persons with severe intellectual disability (IQ 40 or below); and

4. Persons with autism.

Free delivery service is subject to additional service terms and conditions, see Answer 4 for details.

Question 48

Where to obtain application form for the Free Delivery Service?

Accepted Answer

Application Form is obtainable at:

1. Rehabilitation service units and special schools that provide services for the four groups of persons mentioned above;

2. Social Security Field Units and Integrated Family Service Centres of the Social Welfare Department; or

3. Labour and Welfare Bureau website (www.lwb.gov.hk).

To learn more about the application and eligibility, please call the Labour and Welfare Bureau (Rehabilitation Division) at 2810 3859.

Question 49

How to apply for the free delivery service?

Accepted Answer

Application Procedures:

1. Download the application form from the Labour and Welfare Bureau website or obtain the application form in the locations mentioned above. Fill in and mail the completed form to the Labour and Welfare Bureau (Rehabilitation Division). For details, please see the notes on the application form.

2. The Labour and Welfare Bureau is fully responsible for examining and verifying the application. Once approved, PARKnSHOP will be notified.

3. After receiving the notification from the Labour and Welfare Bureau, PARKnSHOP will, within approximately 14 working days, issue a confirmation letter with the free delivery service card to the successful applicants.

4. The said cardholders can enjoy free delivery service upon purchase at PARKnSHOP physical stores by presenting the card or enjoy the free delivery service directly upon purchase at PNS eShop.

Question 50

Additional terms and conditions relating to the provision of free delivery service

Accepted Answer

Successful applicants with disabilities and their families/carers can enjoy free delivery service upon purchase at PARKnSHOP physical stores and at PNS eShop with the free delivery service card, subject to the following additional terms and conditions:

1. Enjoy the free delivery service upon purchase of HK$150 or above, and upon presenting the free delivery service card at PARKnSHOP physical stores (delivery service fee shall be HK$25 for every order with net amount below HK$150).

2. For PNS eShop, the applicant will first have to register a MoneyBack App account before and complete a purchase of HK$150 or above to enjoy the free delivery service (delivery service fee shall be HK$25 for every order with net amount below HK$150), with a maximum of 6 free deliveries per month.