FAQ

Click “My Account” on the top menu of the homepage to register for free membership. A verification email would be sent to you after registration is completed

After logged in, add goods into the shopping cart, proceed to checkout and input personal details for delivery

To protect the best interests of customers and the establishment of a healthy Supia Asia become good online shopping platform, we will retain the “first purchase” of customers to obtain credit card numbers prove or PayPal payment to determine or verify the like as a purpose; therefore, determine the order amount of time will be slightly delayed, the customer can sign during the “My Account” to view order status

VISA, Master, American Express and PayPal are available.

PayPal is one of the online payment methods letting buyers and sellers make deals through the Internet. There are over 100 million PayPal users from 190 countries and regions. Paypal benefits users fast, safe and easy way to transact, especially it guarantees the security of the information of card users and their financial data that is safe from disclosing to others.

Customers would receive a confirmation email within 1 hour after confirmation of an order. If a confirmation email is not received, please kindly place order again. You could contact our customer service team by sending email to customercare@supia-asia.com to check the status of the order

PayPal uses encrypted servers to work with the payments and all credit card information would not be stored onto our servers

All payment amounts would be calculated in Hong Kong Dollars (HKD)

Please check either in the shopping cart or the checkout page to see if the redeem code is correctly entered

If there is any error or changes to the personal details of the order, please contact our customer service team by sending email to customercare@supia-asia.com. Orders cannot be cancelled once confirmed. Our office hour is at 09:00 am to 06:00 pm from Monday to Friday (+ 8 / except public holidays Hong Kong Time GMT)

SUPIA ASIA will check all orders on daily basis. SUPIA ASIA reserves the right to require buyer to present the copy of the bank statement to verify the payment information. SUPIA ASIA may also attempt to contact the buyer to verify the order. If the buyer cannot provide the above information for verification purposes, or there is deceit, unauthorized and illegal usage of credit card payment situation, SUPIA ASIA reserves the right to cancel the order and buyer’s membership. This is to protect the best interests of SUPIA ASIA members and to maintain a healthy and effective online shopping platform.

• Weight based shipping.
• For purchases over HK $600, free shipping.
• Note: If the recipient area belongs to non-business district, the courier company will charge courier surcharge.*
• *Cash on delivery when the goods arrive after 7 working days (except Sundays and public holidays) starting from order confirmation.
• More about business district / non – business district: Click Here

If the delivery address is in restricted or remote areas, e.g. Hong Kong Science Park, Universities, Schools, Hospitals, some malls in New Territories, outlying islands or HK International Airport etc., you may need to pick up the goods in assigned locations. When an item becomes out of stock or requires longer delivery time, a notice would be made on the product’s page. If necessary, customers would be informed personally. Delivery lead time would vary according to import laws in some areas, shipping method, shipping arrangements, weather and local holidays or festivals (for example: Christmas, Chinese New Year, Easter) and other factors etc. For shipping schedule courier companies is not binding and does not damage due to delay or loss arising on any legal responsibility. Delivery service would be suspended when typhoon signal no.8 or the black rainstorm signal is hoisted. Customers would be contacted for delivery arrangements after such signals have been cancelled

We provide delivery services (only commercial and industrial areas). If you want to receive products by SF self-collect pick-up, please choose the delivery method in buying process.

Supia Asia Limited provides overseas delivery service. Buyers only need to add the product in shopping cart and choose delivery to other countries, then buyers would be charged according to the weight of overseas postage.Delivery would be arranged by DHL or EMS. If overseas buyers provide wrong address or information, the extra cost of re-arrangement of delivery would be paid by users.

For customers submitting 2 or more orders and providing the same delivery address and contact number at the same time, the orders may be merged and delivery would be made at the same time

Delivery failure would happen due to incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 15% of the value of products as re-stocking fee. (In Hong Kong, for the return of undeliverable, re-stocking fee of HK$25 will be deducted from your refund.) We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged HK$25* for resend shipping fee per parcel

* Re-shipping fee is base on the original shipping method used for your purchase

We would try our best to ensure the supply of goods. If out of stock situation on a particular item or items occurs after order is placed, customers would be contacted and delivery of the order would be made immediately as soon as the item or items become available

We apologize for any damage or bad quality of the products you received.

Please contact us within 7 days from the date of purchase / date of receipt and bring the original receipt and product and reach our office to exchange the product.

Please be reminded not to open the package and exchange product according to guidelines. (Only once, no refund service)

We apologize for any inconvenience caused. Supia Asia Limited reserves the right to make the final replacement.

We DO NOT ACCEPT returns of certain products, including:

• Any product that is returned more than 7 days after receipt
• Any product that has been opened or used (taken out of its plastic wrap or box)
• Any product that is not in its original condition, is damaged, or is missing parts
• Any discount, clearance or sales product that Supia Asia has already stated non-returnable
• Any free gift product and samples
• In the event of dispute, Supia Asia’s decision shall be final and conclusive

Should this happen please return the damaged or wrong products by simply follow our Return Procedures

We do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. If you have returned a damaged, defective, or incorrect product to us, the return shipping fee will also be refunded to you

Only in case the product was sold out, we’ll refund the value of product in the same form of payment originally used for purchase

1. To arrange returned goods, please email tocustomercare@supia-asia.com and indicate:
   a.  For the order number
   b.  The purchase of goods
   c.  The reason returned
   d.  Valid contact email address
2. Pack the returned products along with our acknowledgement email securely in a box that we can expedite your request

Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you

We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund