FAQs

Order

How Topmart provide the best deals?

We provide BEST DEALS WITH FREE SHIPPING for customers because we save rental cost and group ship the products to pick up points around HK.

All products are pre-ordered and limited in stock. Please keep an eye on the Promotion end date and arrival date。

How to order?

Find products that you want through categories or use the search bar to find your favorite products on our website. Click on the product that you want, and click “Add to cart”. You also can chat with us if you need any assistance

Where's your location?

We have over 500 pick up points all over Hong Kong
You may choose the pickup points near you

Our office and warehouse is located in Lion Rock 72, 1/F, Innocentre, 72 Tat Chee Ave, Kowloon Tong, HK. Attn: Prime Union Industrial Limited

Payment

How to pay?

You will recieve a WhatsApp notification after order. Confirm your payment method in 48 hours.

1.Pay through Alipay, WeChat Pay, TNG

2.Share the paylink to your friend and they can pay for you

3.COD(10% service charge)

Do you provide COD?

Yes, you can pay your orders upon pick up by using your Octopus Card (Note that a 10% service charge will be added for COD orders)

What happened if I didn't confirm the payment?

The order will be cancelled after 48 hours. Please re-order or find our CS if you have any problems.

What if I don't have Alipay/Wechat Pay/TNG

You can choose the "Ask Friend to Pay For You" method and share the link on her Whatsapp.

You can also choose COD(using Octopus Card) with 10% service charge.

How do I know the payment is successful?

You will receive a payment confirmation on WhatsApp after you paid. If you didn't recieve, please contact our CS.

Pick Up & Delivery

Do you have minimum charge?

No, you can only buy 1 piece of soap and also get free shipping on pick up.

How to pick up?

Just tell your order mobile number or relevant order information to the pick up point on the arrival date and you can pick up

How will I know if my order is ready for pickup?

You will receive a WhatsApp/SMS notification from Topmart.

Is it free delivery?

It's always free for pick up in 60+ pick-up points.

We charge a flat rate of $15 for lockers, $20 for 500+ convenience stores pick up and $40 for home delivery.

Can I pick up the order on a weekday?

Yes, pick up on weekdays is available. We are sending orders on a Saturday
and you'll 3 days to pick it up
(Note: we provide a free storage fee for the first 3 days, some pick-up points might charge a fee for late pick up while lockers and convinence stores may return the products to warehouse after 3 days)

What will happen if I didn't pick up my order in the scheduled period

You can only contact our CS, we may need to rearrange a delivery with a fee or you can to reserve a timeslot with us to pick up in warehouse.

P.S. Your account is also restricted from COD service, you have to pay with Alipay/Wechat first for your future orders.

Product Issue

How can I report the issue

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can directly bring the product and proof of purchase to our offline O2O shop located at Shop No.113, 1/F, CAUSEWAY BAY CENTRE, Nos. 15-23 Sugar Street, Causeway Bay, Hong Kong Island at opening hours Thu - Sun 10 - 6pm

Return/Refund?

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at team@topmart.club. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Membership Program

Will the points expire?

Currently points will be expired in 365 days. Topmart reserved the right to announce any changes in the future.