FAQ

What payment methods do you accept?

• Visa
• MasterCard
• American Express
• PayPal
• Apple Pay

What currencies are you accepting?

Currently we are only accepting Hong Kong Dollars for all purchases on this website.

 

When can I collect my order?

Items ordered will be ready for collection at your selected pick up location. A ready for pick up email will be sent when your order is available for pick up. Please present a valid personal identification document and confirmation email to collect your purchased items.

 

Can you deliver the items to me?

Yes, we do Freight Collect (順豐到付) provided by S.F. Express only.

Customers need to pay the full shipping fee to S.F. Express when receiving the goods (freight collect).

Shipping fee is charged according to S.F. Express. For the calculation of charges, please visit S.F. Express website https://www.sf-express.com/gb/en/dynamic_function/price/

Shipping charges may be calculated based on the product volume and determined by S.F. Express.

The delivery date is 10 working days from the order date. In case of any changes and delays, all arrangements will be subject to S.F. Express. 

Hong Kong Airlines Collection will not be liable for any product damage, changing of delivery/delivery method, or delivery delay caused by S.F. Express.

 

What is your refund policy?

All items are non-refundable.

 

How can I make a return or replacement?

We don’t have a return policy but all items are eligible for free replacement. If you receive a damaged or defective item, please email to hkairlinescollection@hkairlines.com within 10 days of receiving the items. 

 

Can I cancel or change my order?

Orders cannot be cancelled once you have completed your payment. If you wish to change your order, please email hkairlinescollection@hkairlines.com within 12 hours after purchase and we will do our best to assist you.

 

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent. Please view our privacy policy for more information.

 

How do I contact customer service?

Please email hkairlinescollection@hkairlines.com for any queries. Our customer service team will be on duty from 9am to 5pm on Monday to Friday.

 

Is there any discount for FWC members?

There is no discount for FWC members at the moment.

  

Will I be able to earn FWC points?

Purchases on this website will not be eligible for FWC points accrual.

 

Will I receive a confirmation receipt?

After you place an order, you will receive an automatic e-mail confirming receipt of your order, followed by an automatic confirmation of payment receipt.