FAQs

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Frequently Asked Questions (FAQs)

Membership-Related Questions

How is my personal information used?
We use your data to send product updates, company news, and offers for a better shopping experience. See our Privacy Policy: https://www.onkee.com/pages/privacy-policy.

What benefits do Online Members get?

Buy select items at member-only prices and earn points.
Receive periodic exclusive offers.
View purchase history and points instantly.
Create a wishlist for easy shopping.
Check order status and message us.

Details: https://www.onkee.com/pages/on-kee-membership.

Do I need an account to shop online?
No, you can check out as a “Guest.” However, registering offers:

Member-only prices and points.
Exclusive promotions.
Access to purchase history, points, wishlist, and order status.

What if I forget my login password?
Click “Forgot Password” on the login page, enter your registered email, and receive a new password. Change it promptly after receipt.

What if I forget my login email?
Contact our Customer Service Hotline at (852) 2544-6336 (Mon-Sat: 9 AM–6 PM; closed Sundays/holidays) or email [email protected].

Order-Related Questions

Why am I charged delivery fees despite meeting the minimum amount?
Free delivery applies only to On Kee’s delivery service (select districts), not SF Express. Choose “On Kee Delivery” for free shipping.

Why can’t I find certain products online?
Some items may be out of stock or unavailable online. Contact our hotline at (852) 2544-6336 (Mon-Sat: 9 AM–6 PM; closed Sundays/holidays) or visit an On Kee store.

How do I check my order status?
After purchase, you’ll receive an “Order Confirmation” email. Get updates when items are ready for pickup/shipping. Log in to your Online Membership account for real-time status.

Can I change delivery date/address after ordering?
For On Kee delivery, call (852) 2544-6336 (Mon-Sat: 9 AM–6 PM; closed Sundays/holidays) to amend.

For SF Express, contact them directly if “Shipped”: https://www.sf-express.com/hk/tc/, (852) 2730 0273 (Mon-Fri: 8 AM–8:30 PM; Sat-Sun/Holidays: 8 AM–8 PM).

How do I return an item?
Within 30 days of receipt (per delivery signature), return items with the original receipt at an On Kee store for a refund/exchange. No returns for buyer-damaged or improperly stored items.

Delivery fees are non-refundable, and promotional gifts must be returned, or their value is deducted. Refunds are issued as website shopping credits.

Products must be unopened, unused, and in original condition/weight.