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FAQ

【 Return Q&A 

1.   The Criteria of Return

All consumers can enjoy “No Conditional Exchange Within 7 Days”. You can apply for return in any reason within 7 days from the date of received. Only one exchange is accepted for each order.


2.   
The Procedure of Return
2.1  Download and fill in theReturn Form
2.2  Inform OTL Mall CS to apply for return
2.3  Return the product together with the
Return Formto the 
designated return address 

2.4.  OTL will arrange a replacement product within 10-14 working days after receiving the returned product

3.    
The Shipping Fee of Return

In the following cases, the return shipping cost of the product will be borne by OTL Mall:


- The product different from your ordered
 (including but not limited to product specifications, styles, quantities, etc.)


- Product defective
(including but not limited to quality defects, damage during shipping, etc.)


- In other cases not listed above, all shipping charges will be borne by consumers.


4.    Return Address

Room 3208, 32/F, Metroplaza Tower 2, 223 Hing Fong Road, Kwai Fong, Hong Kong

OTL Mall  CS Department


Contact Information:

Business Hour:

Tel: 2615-1488
Email: cs@otlmall.com

WhatsApp: 9157-5245

Mon to Fri: 09:30 – 17:30

Sat: 09:30 – 12:30

Sun, Public Holiday Off



Shipping Q&A

1.   Shipping Method

Country & Region

Shipping Method

Hong Kong

-       Alfred Locker

-       SF Express

-       OTL Mall Pick Up Point

Macau & Taiwan

-       SF Express

Mainland China

-       Hong Kong Post


2.  How long will the order be shipped after placing the order?

We promise to ship the order (not including the pre-ordered product) within 3 working days after the order is placed.


3.   Delivery Time & Fee

The shipment time is subject to the time published by the third-party logistics service provider. The following shipment time is for reference only.

Country & Region

Dispatch Time (Working Days)

Fee

Hong Kong

2 – 3 days

Free shipping on orders over HK$200
(Shipping fee will be charged if the amount is less than HK$200)

Macau

3 – 5 days

Free shipping on orders over HK$500

(Shipping fee will be charged if the amount is less than HK$500)

Taiwan

5 – 7 days

HK$40

Mainland China

7 – 10 days

HK$50


4.1 Change Delivery Method
4.   
Could I change the shipping method /
address after placing an order?

- Sorry, the delivery method cannot be changed after placing the order. Please confirm the delivery method when placing the order.


4.2 Change Delivery Address

- Yes, please contact OTL Mall Customer Service to change the delivery address. If the order is shipped out, it cannot be changed for you.


5.   Could the same order split up on shipping?

Yes, but the extra costs will be borne by the customers.


6.   Combine the order

Yes, if the customer purchase 2 or more orders at the same time, and provide the same phone number and delivery address, we may arrange to combine the orders to ensure the customer can receive all the orders at the same time


** Freight charges have been charged for two separate orders. Can I apply for a return after being combined?**

Sorry, the shipping fee will not be refunded when combined order.


7.   Shipping Status

Each order is provided with a tracking number service, so you can check the latest shipping status at any time.


8.   Out of Stock

If there is a shortage after placing the order, we will inform the customers via Email or WhatsApp. OTL Mall will provide the following options for customers to choose:


8.1 Exchange

To exchange for another product(s), and its/their aggregate price must be higher or equal to the original order amount


8.2 Refund

Payment will be refunded to guest's original source of payment within 7 working days.

* The Customer Service of OTL Mall will contact the customer for the details. We apologize for any inconvenience caused.