FAQ

FAQ



FREQUENTLY ASKED QUESTIONS (FAQ)

MANAGING YOUR ACCOUNT



WHAT IS HKUST MEMBER?
HKUST members refer to students, faculty, staff and alumni of The Hong Kong University of Science and Technology.


WHAT IS THE BENEFIT TO BE A HKUST MEMBER?
HKUST members are entitled to a 10% discount except for items in fixed price or items on clearance sale. To ensure HKUST members enjoy the discount, please remember to indicate your affiliation and register with your HKUST e-mail address during HKUST Online Souvenir Site account (“site account”) registration.

 

HOW DO I CREATE AN ACCOUNT AND BE YOUR SITE MEMBER?  
Step 1: Please click on “Register” on the top right hand corner of any page. 
Step 2: Fill in your details as requested which include username, first name, last name, e-mail, contact number, billing and delivery addresses, HKUST affiliation and password. 
Step 3: Read the Terms and Condition and tick the box to agree. Then click “Continue”. 

Upon completion of registration, you should receive a welcome e-mail to the e-mail address you registered with, and you can activate your site account as per the instruction in the e-mail. 

WHAT SHOULD I DO IF I FORGET MY ACCOUNT AND PASSWORD? 
If you enter your e-mail address and/or password incorrectly six times, your account will be locked for 60 minutes. You may choose to click on “Sign in” at the top right-hand corner of the site, and click the “Forgotten password?” prompter. Enter your e-mail address, and we will send you a new password to login. You are advised to change into your own password after logging in. 

HOW DO I UPDATE MY DETAILS ON MY ACCOUNT? 
Step 1: Click on “Login” at the top right hand side of the page and log in to your site account. 
Step 2: To make any changes to your details, please click on the “Edit” button for each section or re-write your information directly on the section. 
Step 3: Click on “Continue” once you have made and ascertained the updated information. 

WHAT SHOULD I DO IF I WOULD LIKE TO CLOSE MY ACCOUNT? 
We're sorry to see you go. Your site account is free and enables you to shop easily without having to enter your details each time. 

If you'd still like to deactivate your account, you'll need to get in touch with our customer service by sending a request to the e-mail address: souvenir@ust.hk and confirm your username, full name, registered e-mail address and contact number. 

Once you've confirmed this information, we'll deactivate your site account and send you an e-mail to confirm your account has been closed, within 3 working days.

 

PLACING AN ORDER


HOW DO I PLACE AN ORDER? 
Placing an order on The Site is simple. Just follow the steps after signing in your site account 

Step 1: Click on an item that you like. 
Step 2: Select your preferred size or color (if applicable), choose the wanted quantity if you intend to buy more than one piece, and click “Add to Cart”. 
Step 3: Confirm the quantity and item on the Shopping Cart Page. 
Step 4: Select the shipping destination and preferred shipping method. Click “Checkout” to proceed. 
Step 5: At the Checkout page, you would be asked to indicate your billing details, delivery information and also payment information. Click “Confirm Order” at the Checkout Confirmation Page! 
Step 6: You will then be directed to PayPal for payment. After all the payment process, you should have returned to The Site. A message about successful ordering shall be showed if the transaction was completed. You will then be receiving an Order Confirmation e-mail shortly after your order is placed, and will also be receiving a Delivery Note e-mail once your order is shipped out of our warehouse to our delivery partners. 

 

I AM HAVING PROBLEMS ORDERING THROUGH YOUR WEBSITE. WHAT CAN I DO? 
Our website is best supported by Google Chrome, Safari, Opera, and Mozilla Firefox. For Internet Explorer version 9 to 11. In the event if you face difficulties accessing the page, we highly encourage you to clear cache and refresh the browser! If you are still experiencing website loading issues, please call our Customer Service at telephone: +852 2623 1222 (Business hours: 11am – 6pm, Monday to Friday; 12 pm – 4pm, Saturday, exclude Sundays and Public Holidays) or e-mail us at souvenir@ust.hk

HOW DO I KNOW WHAT SIZE TO BUY? 
For specific measurements and size details for each items, please refer to product descriptions. These details can usually be found on individual product page. For general sizes information of our apparel products, please refer to our Size Guide

DO YOUR PRODUCTS COME WITH WARRANTY CERTIFICATES? 
Unless specified on the product's description, most products do not come with warranty certificates. If there are any defects issues on special cases, you are always welcomed to contact our Customer Service at telephone +852 2623 1222 (Business hours: 11am – 6 pm, Monday to Friday; 12 pm – 4 pm, Saturday, excluding Public Holidays) or e-mail us at souvenir@ust.hk for assistance. 

DO YOU HAVE A PHYSICAL SHOP, OR SOMEWHERE I CAN SEE THE PRODUCTS BEFORE MAKING A PURCHASE? 
Most of the products are available at the physical shop. Our shop is located at G/F of the Piazza at The Hong Kong University of Science and Technology. Come and visit us! Click here to know our location. 

IF I HAVE SAVED AN ITEM IN THE WISH LIST, DOES THAT MEAN THE STOCK IS RESERVED? 
Please note that saving the items in the wish list does not reserve the stock. All products are reserved and sold upon successful transactions. 

IS THERE ANY DISCOUNT FOR MEMBERS? 
Yes. HKUST members including students, faculty, staff and alumni are entitled to a 10% discount except for items in fixed price or items on clearance sale. To ensure HKUST members enjoy the discount, please remember to indicate your affiliation and register with your HKUST e-mail address during your site account registration. 

Meanwhile, special offers are made seasonally to all buyers, please click here to get the best price of our selected items. 

PAYMENT & PRICING INFORMATION

 
WHAT CURRENCY ARE THE PRICES DISPLAYED IN? 
All prices are displayed in Hong Kong Dollars (HKD). 

WHAT FORMS OF PAYMENT DO YOU ACCEPT? 
PayPal accept payments made by Visa, MasterCard, and China Union Pay. 

IS IT SAFE TO USE MY CREDIT CARD TO CONDUCT PURCHASES VIA YOUR SHOP? 
Our payment processes meet the most stringent international security standards set by the Payment Card Industry. To ensure your online shopping experience is safe and secure, The Site uses PayPal as payment method and adopts 256 - bit SSL encryption technology when processing your financial details. This encrypts and protects the data you send to us via the Internet. 

ARE THERE ANY ADDITIONAL CHARGES? 
Yes, you will be charged for the shipping fee based on selected shipping option, destination, weight, and parcel dimensions. In addition, import duties and/or taxes may be levied by the local country's authorities if good are received outside Hong Kong. Payment of these charges is necessary to release your order from customs. Our courier will contact you locally with details of any import duty to pay. Please note that the Site has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As the recipient, you will be responsible for all import duties, customs and local sales’ taxes levied by the country you are shipping to. Please consider to contact your local customs office for current charges before you order. We will not accept order cancellation due to the customs charges levied on the orders. 

MY CREDIT CARD DETAILS ARE NOT BEING ACCEPTED. WHAT'S WRONG? 
Please check with your bank or financial institution to rule out errors on their part. 

MY COMPUTER FROZE WHILE PROCESSING PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY? 
All successful transactions will receive a confirmation e-mail about the transactions within an hour of purchase. If you have not received confirmation via e-mail, please try placing your order again. Alternatively, call our Customer Service at +852 2623 1222 or e-mail to us at souvenir@ust.hk to confirm the placement of your order. 

SHIPPING AND DELIVERY

 
HOW CAN I RECEIVE MY PURCHASED ITEM? 
You can choose either door-to-door delivery services from our designated courier or pick up at the physical shop.

 

HOW DO YOU CHARGE FOR SHIPPING FEE? 
Shipping fee is charged based on the selected shipping option, destination, weight, and parcel dimensions. For shipping purposes, some items which weighs less still incur a greater shipping charge is because of their bulk. All deliveries will be carried out by our designated courier service providers. It allows you to check the delivery status and requires a signature upon delivery. 


HOW CAN I TRACK MY ORDER? 
By referring to the Delivery Note which is sent to you once your order is with our delivery partners, a tracking number of your order and a tracking link, which leads to our delivery partners’ tracking site, are available on the e-mail for you to check the status of your delivery. 

CAN I CHOOSE TO PICK UP THE PRODUCTS AT THE PHYSICAL SHOP EVEN I PURCHASE ONLINE? 
To add convenience and flexibility to your shopping experience, you can order online and opt to personally pick up at the physical shop during business hours. Simply select the “Pick-up at Shop” option on the shipping page at checkout. 

To pick up your order, please present your order confirmation which is sent to your e-mail when you placed the order to pick up at the physical shop after 2 working days from your purchased date. For urgent collection, please call the physical shop for possible arrangement. 

Pick-Up Address and Opening Hours

Address 
HKUST Souvenir Shop 
G/F at the Piazza 
The Hong Kong University of Science and Technology 
Clear Water Bay, Kowloon. 
Opening Hours
Monday to Friday – 11am to 6 pm
Saturday- 12 pm - 4 pm 
Closed on Sunday and Public Holidays 

WHAT IS THE DELIVERY LEAD TIME FOR MY ORDER? 
As we aim to dispatch your order as soon as possible, orders are typically shipped out to our delivery partners within 5 working days upon confirmation of order. It is not within our absolute control to guarantee the timely arrival of your packages.  To reduce the possibility of the late arrival of a shipment, allow sufficient time! 

In Hong Kong, local courier services are provided by S.F. Express. Orders are delivered 5 days a week, excluding Saturdays, Sundays and statutory Public Holidays. For international order, we use courier to deliver worldwide. International courier services are provided by DHL and FedEX. Most orders are delivered between Monday to Friday, subject to the delivery times in your country. In general, most international orders can be expected within 20 workings days upon the receipt of our Delivery Note e-mail advising you that the order is shipped. However, there is no guarantee the timely arrival of your packages. 

COULD I CHANGE MY ORDER OR MY MAILING ADDRESS AFTER THE ORDER IS CONFIRMED? 
If you’ve just finished placing your order, please call us and we’ll try to modify your order if it is not yet sent to the courier service. You may have to pay for the extra cost incurred. Once the order is dispatched to the carrier, we cannot accept any request for the change of delivery address. If you like to change to pick up at the physical shop, we may arrange for that only if the order has not been dispatched. However, the paid delivery charge will not be refunded. In this case, please call us for further assistance as soon as possible. You can reach us at +852 2623 1222 or e-mail us at souvenir@ust.hk 

REFUND AND EXCHANGE POLICY

 
DO YOU OFFER EXCHANGES? 
In order to provide you with the best possible shopping experience, the Site offers our customers to exchange the correctly delivered and undamaged items within 14 days of the goods receipt with the original invoice or receipt only. Please refer to Refund and Exchange page for details.

IS THERE ANYTHING I NEED TO TAKE NOTE OF WHEN PREPARING ITEMS FOR EXCHANGE? 
Here is a quick returns checklist for your reference: 

  • Is the item within 14 days from the day you received it?
  • Are the tags intact and attached to the item?
  • Is the item in the same condition, unwashed, unworn, as when it first arrived?
  • Is the item still in its original packaging?
  • Does the item a non-exchangeable or non-refundable item as described?
  • Is the item an engraving item?


HOW DO I EXCHANGE AN ITEM? 
After checking and confirming the items are eligible for exchange, please bring the returning items to the physical shop during below opening hours: 

Address
HKUST Souvenir Shop 
G/F at the Piazza 
The Hong Kong University of Science and Technology 
Clear Water Bay, Kowloon. 

Opening Hours
Monday to Friday – 11am to 6 pm
Saturday- 12 pm -4 pm 
Closed on Sunday and Public Holidays 

However, in all cases, please be noted that initial shipping fee, handling fee and tax and duties’ costs cannot be refunded. 

WHAT IS YOUR REFUND POLICY? 
Under no circumstances shall your order be refunded except damaged, defective or faulty workmanship items. All refund shall be made within 30 days of the goods' receipt. Customer shall bring these items sent by us to the physical shop in person with the original invoice to conduct a refund. However, please note that all customized or personalized items (e.g. engraving items), or items on clearance sale cannot be refunded or exchanged. 

HOW ARE REFUNDS ISSUED? 
If the refund is approved, then the refund will be processed through the same transaction method – if the products were purchased online, it shall credit to your PayPal account or credit card within 30 days. An e-mail notification from PayPal will be sent to the customer when the refund is made by PayPal. If there is problem of receiving the refund, please contact us at souvenir@ust.hk


PRIVACY, COOKIES AND PERSONAL INFORMATION USE

 
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT YOUR SHOP? 
Our payment processes meet the most stringent international security standards set by the Payment Card Industry. To ensure your online shopping experience is safe and secure, The Site uses 256 - bit SSL encryption technology when processing your financial details. This encrypts and protects the data you send to us via the Internet. If SSL is enabled, then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. 

DO YOU KEEP MY CREDIT CARD DETAILS? 
The Site does not keep customer’s credit card details. All payment will be re-directed to PayPal. We only keep customers’ data inputted on the website account e.g. Name, e-mail address and telephone number, delivery address etc. For details, please refer to the Personal Information Collection Statement and University Privacy Policy

WILL MY PERSONAL DETAILS AND INFORMATION BE RELEASED OR SOLD TO THIRD PARTIES? 
The Site will not share your information with any other organizations other than related companies and those third parties directly related to the online payment and delivery of the products you have purchased from The Site. We do not sell, share or trade customers/ visitors personal information collected online with third parties. Personal information collected online will only be disclosed within The Site for internal use only. For details, please refer to the Personal Information Collection Statement and University Privacy Policy

WHAT ARE COOKIES? DO I NEED TO ENABLE COOKIES WHEN I SHOP AT YOUR SHOP? 
Please note that cookies are used on this shopping site to enable the tracking of basket contents through to checkout and the correct operation of the shop login facility during a 'web session'. 

We currently operate an ‘implied consent’ policy. This means that we assume you are happy with this usage if you are using the site and accepting cookies to your browser. If you are not happy, then you should either delete the Site cookies having visited the site, or browse the Site using your browser’s anonymous usage setting (called “Incognito” in Chrome, “InPrivate” for Internet Explorer, "Private Browsing" in Firefox and Safari etc.) Where acceptance of cookies is disabled within the browser, difficulties may be experienced in ordering online from us. 

You would need to enable the cookies on your browser in order to add products to the shopping cart and to access your site account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'Logout' link in the top right hand corner of the page. To find out more about how we use cookies, please refer to the Personal Information Collection Statement and University Privacy Policy.