Orders and Shipping

How long will the store hold my order?

• Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays).

• Orders placed on Holidays or Weekend Days will be processed the following business day.

• Orders with Standard Service are processed within 2 - 3 business days.

• An order can be delivered to one address only. If customer requires sending orders to multiple addresses, customer needs to place a separate order for each address.

How to calculate shipping fee?

With the exception of specifically listed promotions on the website, our delivery policy is listed below.

• Free local shipping with every order over HK$800 (after discount).

• HK$50 delivery fee will be charged for order below HK$800 (after discount) in Hong Kong.

• The international shipping fee shall be based on that generated by our system and will be included in the total amount payable by customer.

• In relation to the weight of the products, each kilogram gross weight or part thereof will be counted as one unit.

Do you ship internationally?

We offer the following delivery services. For details, please view About Delivery.

1. Standard Delivery Service (Hong Kong, SAR of China & Macau, SAR of China)

2. SF Express Locker (Hong Kong, SAR of China, only)

3. International Delivery

How to know if my order has been received?

Once your payment is confirmed to be successful, you will receive an Order Confirmation Email. You may also login to ‘My Account’ to view the order status. The status of your most recent orders are available for checking on the 'order dispatched' e-mail. If you wish to track your order via the carrier's website, please use the tracking number stated on the 'order dispatched' e-mail to view the delivery status of your purchase.

Please note: For some carriers, it may take up to 24 business hours for the tracking information to be made available after the order has been shipped.

Where is my order?

You can track your order or access your order history by signing in and viewing your account. Or you may email cshk@xove.com.hk to contact our customer service.

Are the online offers applicable in stores and counters?

The offers are exclusively for Online purchases. They are not available in stores and counters.

Do I gain membership points when I purchase products online?

Purchases made on official website of XOVĒ Hong Kong are eligible for points. Sign up to become our XOVĒ Rewards Loyalty Program Member.

How do I change or cancel my order?

Once your order has been processed, we’re unable to combine or add an item to an existing order. If you would like to cancel your order, please contact our customer service via email cshk@xove.com.hk.

Returns

Can I return an item purchased in a store to www.xove.com?

Returns or exchanges for purchases made in a XOVĒ retail store or counter location may not be returned to www.xove.com. If the item you wish to return was not purchased through www.xove.com, we recommend returning to the place of purchase for resolution.

Can I return an online purchase to a retail store?

Returns or exchanges for purchases made online may not be accepted for return or exchange at a XOVĒ stores. For details, please view our Return/Refund Policy or contact our customer service via email cshk@xove.com.hk.

In what circumstances can I return/refund product?

• Under normal circumstances, all confirmed orders cannot be cancelled or refunded. 

• If for any reason you are not entirely satisfied, you may return the purchased items in their original condition to our designated locations within 7 business days upon receiving the products. Please contact our customer service via email cshk@xove.com.hk by providing order number, name,  mobile number and reason for return.

• All returns, refunds and exchanges are subject to validation and approval at XOVĒ’s discretion.

• The return product(s) must be unopened and in its original packaging. Products opened or used are not acceptable for returns. 

• Refunds and exchanges will be processed within 15 business days upon receipt. All return and exchange are not included delivery charge, limited edition, gift packaging and engraved products.

• Refunds will be made to the credit card used for payment. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

Payment

How can I pay for my order?

We accept payments made by Visa, MasterCard and American Express.

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Why is my credit card refused?

Your credit card may be refused for any of the following reasons:

• The card may have expired. Please check if your card is still valid.

• You may have reached your credit limit. Please contact your bank.

• The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

What shall I do if I could not complete the checkout process?

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our customer service via cshk@xove.com.hk or at (852) 3929 1828.

What shall I do if my payment is declined?

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via cshk@xove.com.hk or at (852) 3929 1828.

XOVĒ Membership Program

How can I check my membership points?

• Once you have successfully created an online account, you can start making purchases on the Site. You may check your current membership balance of points earned from your previous purchases made at the XOVĒ Hong Kong retail stores and online store in “My Account”. Any new points earned from XOVĒ Hong Kong retail stores and online store will be added and accumulated to your current existing membership balance within 2 working days.

• Please note that all current XOVĒ Hong Kong members should use the same mobile phone number of their current memberships when creating an online account in order to enjoy the benefits of online shopping and check the membership points balance. Therefore, please provide correct and accurate personal information.

Can I earn points by making online purchase?

• Yes. You will receive point(s) for every HK$1 dollar spent on your online purchase, depending on your membership tier (Rose Gold: HK$1=1 point; White Diamond: HK$1 = 1.5 points). 

• Any new points earned from XOVĒ Hong Kong retail stores or online store will be added and accumulated to your current existing membership balance within 2 working days. As a reminder, points are non-transferable to any third parties and cannot be used to redeem cash.

• With your accumulated points, you can redeem a designated reward gift. Please refer to XOVĒ Membership Program page in the members' zone for detailed information about the membership program and gift redemption.

Can I enjoy double point upon transaction in XOVĒ Hong Kong online store in my birthday month?

You can enjoy double point(s) upon first transaction in XOVĒ Hong Kong retail stores or online store in your birthday month, while you can receive point(s) for every HK$1 spent in subsequent transactions in birthday month or other months according to the respective membership tier calculation. You may check your current membership balance of points earned from your previous purchases made at the XOVĒ Hong Kong retail stores or online store in “My Account”.

Can I use the points earned from online purchase together with those from retail stores?

Yes. You may only redeem points at XOVĒ Hong Kong retail stores. No matter the points are earned online or not, all points can only be redeemed at XOVĒ Hong Kong retail stores. Shopping privileges and services offered in retail stores are not applicable to online shopping unless otherwise specified. In any disputes, the decision of XOVĒ Hong Kong shall be final and conclusive.

How do I redeem my membership points?

All membership points can only be redeemed at XOVĒ Hong Kong retail stores. Please refer to XOVĒ Membership Program page in the members' zone for detailed information about the membership program and gift redemption.