FAQs
Order
We save rental cost and group ship the products to pick up points around HK.
All products will be arrived in 7-14 days and limited in stock. Please keep an eye on the Promotion end date and arrival date。
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. Check detail order guideline here
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
Sure! We are registered Hong Kong Limited company and backed by The Hong Kong Science and Technology Parks Corporation (HKSTP) - a public corporation set up by the Hong Kong Government
To comply the Plastic Shopping Bag Charging Scheme imposed by HK government, we have added $1 levy on every packaged order. You can check details on Environmental Protection Department website.
Payment
You will recieve a WhatsApp notification after order. Confirm your payment method in 48 hours.
1.Pay through Debit/Credit Card, FPS, Alipay, WeChat Pay, TNG
2.Share the paylink to your friend and they can pay for you
3.COD(10% service charge)
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)
The order will be cancelled after 48 hours. Please re-order or find our CS if you have any problems.
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.
You will receive a payment confirmation on WhatsApp after you paid. If you didn't recieve, please contact our CS.
Pick Up & Delivery
No, you can only buy 1 piece of soap and also get free shipping on 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. For other pick up location, just input or show the code to pick up.
You will receive a WhatsApp/SMS notification from Topmart.
It's always free for pick up in 60+ pick-up points.
We charge a flat rate of $20 for lockers and 500+ convenience stores and $30 for home delivery.
Yes, pick up on weekdays is available. We usually send orders on a Saturday
and you'll have 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 convinence stores may return the products to warehouse after 3 days. Free storage for locker is 24 hours)
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
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 inform our CS and directly send the parcel through SF express
Address code: H852GC10P
Receiver: Topmart 852-53463657
Returns cost delivery fee charged by SF only
SF Drop off location: https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/SF_store_address/
Topmart will not accept any Paid-by-receiver parcel.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on prepaid/sim cards.
Refunds
We will notify you once we’ve received and inspected your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you paid by cash on delivery, we will return the exact amount of the cash coupon to you.
Yes! We cover size change in 7-day return policy too! Just follow the usual return policy.
Customized or Personalized Items:
- Products that have been personalized or made to customer specifications.
- Custom-order items that are not part of Topmart's standard inventory.
Intimate Wear:
- Undergarments and swimwear.
- Hosiery and socks.
- Any other items that are considered intimate or for personal use.
Services and Service Fees:
- Services rendered, such as delivery fees, installation services, or membership fees.
Gift Cards, SIM and Prepaid Cards:
Live Plants and Animals:
Reward Program
💰 Daily Visits: Earn $1 for every day you stop by our store.
🌟Every Purchase Counts: $1 cash back for $100 purchase
🎂 Birthday Gift $10 cash reward
👫 Refer a Friend: Share and earn $10 for both you and your friend when they join!
Currently points will be expired in 90 days. Topmart reserved the right to announce any changes in the future.
Maximize your savings by applying your points at checkout. Please note that the use of points is limited to covering up to 50% of the total order value.
