Question? Answers.
Registration
How do I attain / activate my The Club membership?
Quick activation steps:
- Visit https://www.theclub.com.hk/login Or download The Club App from App Store or Play Store
- Login with your mobile number, email address or membership ID
- If you still have any difficulties for activating The Club membership, please contact The Club customer service hotline: 183 3000
How do I login using my native Club shopping account?
User can only login into The Club app using his / her Club membership account. If user has not yet registered or paired up with a valid Club membership account, please go to https://shop.theclub.com.hk/customer/account/login . Choose "Login with Club Shopping Account" -> Enter your Club Shopping login email and password, follow the instruction to complete the pair-up and confirm your Club membership account.
Payments
What kind of payment methods are available at the Club shopping?
We accept VISA, Mastercard, UnionPay, Tap & Go, Alipay HK, Octopus, WeChat Pay, PayMe, BoC Pay and FPS.
Interest-free monthly instalment options:
Applicable to single net spending HK$2,000 or above (excluding the parts redeemed by but not limited to Clubpoints, cash voucher, coupon, promotion code and delivery fee). Customer can enjoy Interest-free instalment with 12 or 24 months tenure using designated Bank of China, Hang Seng, HSBC or Standard Chartered credit cards (Visa & Mastercard). Interest-free monthly instalment is not applicable to transactions with any item that the delivery method is “Self pick-up and e-voucher”.
Tap & Go:
Tap & Go is operated by HKT Payment Limited (Stored Value Facilities Licence Number: SVF0002) and subject to its relevant terms and conditions ( https://www.tapngo.com.hk/eng/tnc.html). HKT Payment Limited accepts no liability for the quality of or any other matters relating to goods, products and/or services provided by Club HK Limited.
To borrow or not to borrow? Borrow only if you can repay!
借定唔借?還得到先好借!
Is there any maximum amount per transaction?
The maximum amount per transaction is as below:
- VISA / Mastercard / UnionPay: Subject to Customer’s own credit limit
- Tap & Go: Subject to Customer’s own account limits. In addition, if Tap & Go Mastercard / Tap & Go UnionPay card is used, the maximum amount per transaction could not exceed HK$50,000
- AlipayHK: HK$20,000 per transaction
- Octopus: HK$10, 000 per transaction
- WeChat Pay: HK$20,000 per transaction
- PayMe: Subject to Customer’s own account limits
- BoC Pay: HK$10,000 per transaction
- FPS: Subject to Customer’s account balance and transfer limits
For example, if the order cost HK$10,500 and 5,000 Clubpoints is used to deduct HK$1,000, the remaining HK$9,500 can be paid for through other payment methods (e.g. Tap & Go Mastercard card).
Track My Orders
When will my orders arrive?
The Club Delivery
This item is stored in The Club warehouse. If your order is placed on Monday – Saturday before 8am (except public holidays), shipment will arrive within next business day.
* Not applicable to remote areas (Ma Wan / Tung Chung / Discovery Bay), Pre-sale products and Seasonal Food.
The Club consolidated Delivery
This item is picked up from merchant, which will be grouped with other item(s) in your order in The Club consolidation centre. If your order is placed on Monday – Friday before 10am (except Saturday and Sunday, public holidays), shipment will arrive within 3 to 5 business days.
* Not applicable to remote areas (Ma Wan / Tung Chung / Discovery Bay), Pre-sale products and Seasonal Food.
** This item is not eligible for delivery to self pickup at Collection Points at csl. / 1010 / io.t shop.
Merchant Delivery
This item is shipped directly by merchant(s). Shipment typically arrives within 2 to 3 days, but may vary depending on merchant. Please check related delivery information on the product detail page for specifics.
** This item is not eligible for delivery to self pickup at Collection Points at csl. / 1010 / io.t shop.
E-voucher
E-voucher will be sent to your registered email after successful payment.
What is your delivery operating time? Do you deliver at night?
Residentials or Commercial building delivery:
The Club delivery:
We perform deliveries from Monday to Saturday (9am – 9pm), except Sunday and public holidays.
The Club Consolidated delivery:
We perform deliveries from Monday to Friday (9am – 9pm), except Saturday, Sunday and public holidays.
Collection Point:
Please press here to read more details.
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
How can I track my order delivery status?
Please click your profile picture or name on the right upper corner after login, then go to "My Account" and select "My Order" and choose which order you would need to check, then click "View Order" to check your order status.
For Rewards, you could contact our customer service at 1833 900
Can someone else pick up the package for me?
We will arrange delivery to the address specified by you and the person who receives the shipment at the address specified by you will need to sign a confirmation of receipt of the shipment upon delivery as evidence of delivery. Delivery of the shipment to the address specified by you shall be deemed due and proper delivery to you. Please note that for delivery of shipment containing alcoholic beverages, the person receiving the shipment must be at least 18 years old. We reserve the right to ask him / her to sign a declaration or show a proof of age.
How can I change the delivery information for my existing order?
Change request in items of "Club Shopping Delivery" and "3-5 days Consolidated Delivery" will result to reschedule and postpone the delivery time, and charge HK$50 handling fee every time. Please contact the Customer Service Officer at (852) 183 3900 if necessary.
In addition, Merchant Delivery items may have different handling fee and delivery arrangement, please refer to the product description page for details or contact the merchant.
Undeliverable orders
The order was undeliverable and returned to The Club warehouse or The Club consolidated centre. Please contact our customer service for assistance.
Account Setting
Forgot password
Don't worry. You can retrieve your password by going to "Sign In" page and then click "Forgot Password?". You may contact customer service team for enquiries or assistance. The password is required minimum 8 characters with at least letters and numbers.
Update Profile
Please click your profile picture on the right upper corner after login, then go to "My Account" and see which which information you would like to change, click "edit" for updating your profile.
Disconnect social account connection
When you signed in, go to "My Account". At the bottom of the page, there are buttons to disconnect your social account connection. (edited)

About Clubpoints
Can I earn Clubpoints when making purchase in Club Shopping?
If you are a member of The Club at https://www.theclub.com.hk/en.html and you link The Club account with the Website, you will earn Clubpoints when you make purchases or redeem Rewards by payment plus clubpoints on the Website of Club Shopping.
Earn 1 Clubpoint for every HK$10 net amount (Net amount refers to the amount after coupon, gift voucher, rebate and other discount offer and shipping fee), Clubpoints will be rounded to the next whole number. The Club will then credit The Clubpoints to your account approximately 10 working days after all products in sales order are delivered to you.
Can I use spend less with Clubpoints?
Yes, please login to Club Shopping and link to your account at The Club. In the product detail page, click “Pay Less with Clubpoints”. You can choose how many Clubpoints you want to redeem. You can also adjust the number of Clubpoints you want to redeem on the checkout page.
For using the Clubpoints, every 10 Clubpoints can be redeemed for the deduction of HK$1. This conversion ratio (10 Clubpoints for HK$1) is the minimum block. No pro rata arrangement can be arranged for transaction amounts less than a single block.
What are Rewards?
Rewards are the various goods, services and events curated by The Club. Members can use Clubpoints to redeem these amazingly valued rewards including trendy electronics, fine wine and gourmet, beauty, health products, and much more!
What is Base Clubpoints?
"Base clubpoint" is defined as the required cluppoints when redemption for Rewards.
Returns & Refunds
What is Club Shopping return policy?
In case of damage of purchased goods, you can request refund by contacting our customer service within 7 days of goods received. If the refund request is approved, we shall refund you in different ways according to the payment method of your order, please refer to the related Q&A on this page. The Rewards redeemed entirely by “Base Clubpoints” & merchandises purchased at Club Hope are non-refundable. In case of damage, please contact our customer service at (852) 183 3900.
Can I return the purchased product or redeemed Rewards if I change my mind after making a purchase?
No, we do not accept change of mind return. Please also refer to the product detail page to see the terms and conditions related to the return of the specific item.
What if my order has been cancelled or need to be refunded due to the product damaged?
If the items you ordered is out of stock or it is faulty, defective or damaged (with no fault on your part), we will refund to you according to the principles below:
Principles:
a) If the entire transaction was paid with only one payment method, we will refund to you by your original payment method (except FPS).
b) If the price of the returned product includes “Base Clubpoints”, “Base Clubpoints” will be refunded in Clubpoints.
c) Aside from the amount of “Base Clubpoints” (see Principle b above), if the transaction was paid with more than one payment method, we will refund to you according to the following arrangement: Cash (VISA/Mastercard, UnionPay, Tap & Go, AlipayHK, Octopus, WeChat Pay, PayMe, BoC Pay or FPS) -> Clubpoints -> The Club Cash Voucher -> The Club coupon. Starting with cash, when the refund amount for each payment method is equal to the amount/quantity you paid with that payment method in the transaction, the refund will be processed by the next method in the sequence until the entire refund is completed. If you did not pay with certain payment methods in the sequence during the transaction, the payment method will be skipped to the payment method you used during the transaction.
d) If the transaction is paid by PromptPay via FPS QR code, if the customer holds a Hong Kong bank account, the refund will be returned to customer by cheque. If the customer does not have a Hong Kong bank account, we will issue a The Club Cash Voucher equal to the refund amount to the customer's The Club membership account for refund.
e) If the refund is issued with The Club Cash Voucher or The Club coupon, the validity period of the The Club Cash Voucher or The Club coupon is 3 months from the date of issue.
*“Base Clubpoints” refers to the portion indicated in the item price where Clubpoints must be used to settle the payment.
*The “Base Clubpoints” refunded are the same as regular Clubpoints.
Examples:
a) The transaction is paid by VISA/Master and Clubpoints, the amount of refund item is not paid by “Base Clubpoints”:
Example 1: You purchased item A (HK$200) and item B (HK$250) in the same order, then order total amount is HK$450, you checkout by 1500 Clubpoints (equivalent to the value of HK$150) & credit card HK$300. In case item A (HK$200) need to be refunded, we will refund HK$200 through your credit card.
Example 2: You purchased item A (HK$200) and item B (HK$250), total amount is HK$450, you checkout by 3000 Clubpoints (equivalent to the value of HK$300) & credit card HK$150. In case item B (HK$250) need to be refunded, we will refund HK$150 to your credit card and return 1000 Clubpoints (equivalent to the value of HK$100) to your account.
b) The transaction is paid by VISA/Master and Clubpoints, the amount of refund item is paid by “Base Clubpoints”:
Example 1: You purchased item A (100 “Base Clubpoints” + HK$200) and item B (HK$250) in the same order, then order total amount is “Base Clubpoints” + HK$450, you checkout by 1500 Clubpoints (equivalent to the value of HK$150) & credit card HK$300 to settle the amount $450. In case item A (100 “Base Clubpoints” + HK$200) need to be refunded, we will return 100 “Base Clubpoints” to your account and refund HK$200 through your credit card.
Example 2: You purchased item A (100 “Base Clubpoints” + HK$200) and item B (HK$250) in the same order, then order total amount is 100 “Base Clubpoints” + HK$450, you checkout by 3000 Clubpoints (equivalent to the value of HK$300) & credit card HK$150 to settle the amount $450. In case item A (100 “Base Clubpoints” + HK$200) need to be refunded, we will return 100 “Base Clubpoints” to your account, refund HK$150 to your credit card and return 500 Clubpoints (equivalent to the value of HK$50) to your account.
c) The transaction is paid by The Club coupon:
Example: You purchased item A (HK$100), then order total amount is HK$100, you checkout by HK$100 The Club coupon. In case item A (HK$100) need to be refunded, we will issue a new HK$100 The Club coupon to you.
d) The transaction is paid by VISA/Master, Clubpoints and The Club coupon:
Example: You purchased item A (HK$50) and item B (HK$850), then order total amount is HK$900, you checkout by HK$600 The ClubClub coupon, 1500 Clubpoints (equivalent value to HK$150) & credit card HK$150 to settle the amount $900. In case item B (HK$850) need to be refunded, we will refund HK$150 to your credit card, 1500 Clubpoints (equivalent value to HK$150) to your account, issue a new 550 The Club coupon to you.
e) The transaction is paid by The Club Cash Voucher:
Example: You purchased item A (HK$500) , then order total amount is HK$500, you checkout by HK$500 The Club Cash Voucher. In case item A (HK$500) need to be refunded, we will issue a new HK$500 The Club Cash Voucher to you.
f) The transaction is paid by VISA/Master, Clubpoints, The Club Cash Voucher and The Club coupon:
Example: You purchased item A (HK$50) and item B (HK$850), then order total amount is HK$900, you checkout by HK$500 The Club cash voucher, HK$100 The Club coupon, 1500 Clubpoints (equivalent value to HK$150) & credit card HK$150 to settle the amount $900. In case item B (HK$850) need to be refunded, we will refund HK$150 to your credit card, 1500 Clubpoints (equivalent value to HK$150) to your account, issue a new HK$500 The Club Cash Voucher to you and issue a new HK$50 The Club coupon to you.
g) The transaction is paid by PromptPay via FPS QR code:
Example: You purchased item A (HK$100), then order total amount is HK$100, you checkout by PromptPay via FPS QR code. In case item A (HK$100) need to be refunded and the customer holds a Hong Kong bank account, we will issue a HK$100 cheque to you. In case item A (HK$100) need to be refunded and the customer does not have a Hong Kong bank account, we will issue a HK$100 The Club Cash Voucher to you.
The above examples are for general reference only. You may contact our customer hotline for details.
Will I need to show any supporting documents to Club Shopping?
Yes. We may request photos or videos of the product before it is returned.
What is the return policy for bundled items?
If the damaged item is part of a product / bundle, the whole product / the entire bundle has to be returned.
May I return the products I have purchased for repair?
Club Shopping does not provide repair service. Suppliers of the product may or may not provide warranty or repair service for their products. Please refer to the "product details" page to see if a warranty or repair service is available. Please contact the supplier for further details.
How do I return my products?
Just follow these five easy steps:
- Check if your return is considered a valid return according to Club Shopping’s Return Policy;
- Contact our Customer Services through our “Contact Us” Page.
- Upon receipt of your return request, our customer services representatives will arrange the product returned to us by our or merchants’ collection service.
- Please insert the Delivery Note in the parcel to be returned to Club Shopping and pack the return product(s) securely to avoid damage during transportation.
- Your parcel will be picked up by our or merchants’ courier.
Do I need to pay for shipping for returning products?
If Club Shopping accepts your return request, Club Shopping will arrange for the collection of the products from you without any charge to you. However, Club Shopping reserves the right to charge you for a HK$100 or such amount as Club Shopping sees fit administrative fee if any return request is unfounded or malicious.
Will the delivery fee of the product be refunded if the refund request is accepted?
Yes, the original delivery fee for the returned product will be refunded, provided that the returned product was the only item in the original shipment. If there are more than one item in order, delivery fee for that shipment will not be refunded even though we have accepted your refund request for one of the items in that order.
When will I receive refund and how to refund?
Once your refund request is accepted and the quality of the returned product is evaluated, the refund will be processed after:
- approximately 10-20 working days (For VISA / Mastercard / UnionPay / Tap & Go Mastercard card / Tap & Go UnionPay card / Alipay HK / Octopus / Wechat Pay / PayMe / BoC Pay / Clubpoints);
- approximately 30-45 working days (applicable to transaction invoice paid by Interest-free monthly instalment option / other Tap & Go payment methods / FPS (including payment via FPS QR code and PromptPay)). The actual time required for refund may vary based on the different banking services involved.
For Octopus refund: Customer will receive a notification via the Octopus App, check for notification messages and follow the instruction to collect the refund.
For Octopus Wallet refund: The refund amount will be credited directly to Customer's Wallet. Customers will receive relevant notification or can view this record in the monthly statement in the Wallet section of the App.
For FPS refund: For orders consisting of products from a single merchant and subject to a full refund within 30 days from the date of purchase, the refund will be returned to customer's FPS account of transaction. If the order is partially refunded, or the order consists of products from more than one merchant, or the order is refunded after 30 days from the purchase date, the refund will be returned to customer by cheque. Customer must provide us their full name and Hong Kong mailing address via email. We will issue a cheque payable to the customer's full name and mail it to the customer by post. The risk of mailing error is borne by the customer. Customer will be deemed to have received the cheque 48 hours after we have mailed the cheque to the customer's address. The customer can contact us for follow-up if they have not received the cheque 45 days after providing the address.
For FPS (paid by PromptPay via FPS QR code) refund: If the customer holds a Hong Kong bank account, the refund will be returned to customer by cheque. Customer must provide us their full name and Hong Kong mailing address via email. We will issue a cheque payable to the customer's full name and mail it to the customer by post. The risk of mailing error is borne by the customer. Customer will be deemed to have received the cheque 48 hours after we have mailed the cheque to the customer's address. The customer can contact us for follow-up if they have not received the cheque 45 days after providing the address. If the customer does not have a Hong Kong bank account, we will issue a The Club Cash Voucher equal to the refund amount to the customer's The Club membership account for refund.
Is partial refund accepted when using Interest-free monthly instalment to check out?
No. If the order is paid with interest-free monthly instalment option, partial refund is not accepted. However, if Customer wishes to keep some of the item(s) of the order and does not need to seek for a refund in respect of such item(s), customer must:
- return the item(s) that need to be refunded; and
- place a new order and pay for those item(s) that do not need to be refunded
Once we have received the item(s) that need to be refunded, the quality of the returned item(s) is evaluated such that we have accepted the item(s) as a valid return and have received the full payment of the new order for the item(s) that customer does not need to be refunded, we will then refund the full amount of the entire order to customer. For requirements and information on returns and refunds, please refer to Club Shopping’s Terms and Conditions of Sale (https://shop.theclub.com.hk/terms-and-conditions) and relevant Q&As on this page.
Shipping Policies
What are the shipping fees?
Delivery fee is charged based on the type of delivery option you choose and it is charged on a per order basis (i.e. one delivery fee per order).
Delivery Type |
Delivery Fee |
The Club Delivery |
Applicable to order with non-Rewards items only
Delivery fee waiver for Platinum members: Unless otherwise stated on the product description page, the above delivery fees are waived for Platinum members. Membership status is determined at the time of checkout. Platinum members must ensure they are logged into their account to enjoy this benefit. The delivery fee waiver will be automatically applied to the orders at the time of checkout. The delivery fee waiver does not apply to the 2-working day Scheduled Delivery Service. The delivery fee waiver is non-transferable and cannot be exchanged for cash or other benefits. |
Merchant Delivery |
Applicable to order with non-Rewards items only
Delivery fee waiver for Platinum members: Unless otherwise stated on the product description page, the above delivery fees are waived for Platinum members. Membership status is determined at the time of checkout. Platinum members must ensure they are logged into their account to enjoy this benefit. The delivery fee waiver will be automatically applied to the orders at the time of checkout. The delivery fee waiver does not apply to the 2-working day Scheduled Delivery Service. The delivery fee waiver is non-transferable and cannot be exchanged for cash or other benefits. |
The Club Consolidated Delivery |
Applicable to order with non-Rewards items only
Delivery fee waiver for Platinum members: Unless otherwise stated on the product description page, the above delivery fees are waived for Platinum members. Membership status is determined at the time of checkout. Platinum members must ensure they are logged into their account to enjoy this benefit. The delivery fee waiver will be automatically applied to the orders at the time of checkout. The delivery fee waiver does not apply to the 2-working day Scheduled Delivery Service. The delivery fee waiver is non-transferable and cannot be exchanged for cash or other benefits. |
E-voucher |
Delivery and self-pick up not applicable for E-voucher. You can collect Rewards in person. Authorized persons collecting the gift on your behalf must complete the authorization form. |
Merchandises purchased at Club Hope |
Free Delivery and self-pick up at Collection Point are not applicable for merchandises purchased at Club Hope. You can collect Rewards in person. Authorized persons collecting the gift on your behalf must complete the authorization form. |
Is the shipping fee charged per item or per order?
Your delivery fee is charged on per order basis no matter there are how many shipments in your order.
Can I have free shipping?
Delivery fee waiver for Platinum members: Unless otherwise stated on the product description page, the above delivery fees are waived for Platinum members. Membership status is determined at the time of checkout. Platinum members must ensure they are logged into their account to enjoy this benefit. The delivery fee waiver will be automatically applied to the orders at the time of checkout. The delivery fee waiver does not apply to the 2-working day Scheduled Delivery Service. The delivery fee waiver is non-transferable and cannot be exchanged for cash or other benefits.
The orders involved Rewards item can enjoy the free shipping.
For orders contain only non-Rewards items;
Industrial / commercial building or Home Delivery:
Net value is HK$400 or above per order, you will be entitled to free delivery.
Self pick up at Collection Point* at CSL / 1O1O / io.t shop:
Net value is HK$100 or above per order, you will enjoy our free self-pickup service.
Collection Point at e-Locker:
Net value is HK$200 or above per order, you will enjoy our free self-pickup service.
The option of Collection Point may be limited by various factors, such as product size, value and weight, please refer to the checkout page for actual delivery options. Some collection points are only accessible by residents of specific properties only. Please do not select these locations unless you have access to these collection points. The Club is not responsible for collection failure resulting from erroneous selection.
Net value:
- Refers to the total and final billed amount for a single purchase after deducting any value of coupon, gift voucher, rebate and other discount offers
- Include item with Merchant / The Club / The Club Consolidated Delivery
- Include the cash amount offset/redeemed by Clubpoints
- Exclude item with redemption e-mail, redemption QR code (virtual products), redemption letter
- Exclude merchandises purchased at Club Hope
Delivery for re-mote areas
Deliveries can be made to Sai Kung on Tuesdays, Thursdays and Saturdays*.
Deliveries can be made to Tung Chung and Ma Wan, Discovery Bay on Mondays, Wednesdays and Fridays.
*The Club consolidated delivery from Monday to Friday
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
Non-delivery area
At this stage, we deliver to most of Hong Kong urban areas, but some areas are not applicable for the delivery service. Please refer to the following table for areas where we do not provide delivery service.
Deliveries cannot be made to |
Lo Wu, Lok Ma Chau, Sha Tau Kok, Mai Po, Man Kam To, Ta Kwu Ling, Grass Island, Cheung Chau, Peng Chau, Lamma Island, Lantau Island, Mui Wo, Tong Fuk, Po Toi Island, Tai O, Tung Lung Island, Pui O , Tung Ping Chau, Ping Chau, Sai Kung Island District, Yim Tin Tsz, Kiu Tsui Chau, Kau Sai Chau, Leung Shuen Wan, Pak Sha Wan, Tap Mun, Harbor Island, Hei Ling Chau, Kwai Chung Container Terminal Area, Hong Kong Disneyland Area, Hong Kong International Airport area, Chap Lap Kok, Super Terminal 1, Cathay City, any warehouse or area with gate charge or queue to enter, restricted areas and PO box address |
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
If the delivery address you provided is from one of the areas that deliveries cannot be made to, and if you cannot assign another address which leads to delivery failure, we reserve the right to cancel your order and charge you an additional HK$100 for administration handling fee.
Collection Points at csl. / 1010 / io.t shop
Where is the location of CSL / 1010 / io.t Shop Collection Points?
For CSL / 1O1O / io.t Shop Collection Point, please press here to read more details
How do I pick up my order at the collection points?
Self Collection Points Arrangement
- A “Pick up notification” will be sent to you via Email together with a QR code when the order arrives at the relevant collection point.
- Please pick up the items from your selected collection point within 72 hours. Upon arrival, use the QR code to redeem your items.
- “2nd Pick up notification” will be sent to you by Email when the order has not been picked within 24 hours. “3rd pick up notification” will be sent to you by Email when the order has not been picked within 48 hours.
- Once the pick up period expires, you will receive a “Pick up expiry notification”. Please contact our Customer Service through the hotline for re-delivery arrangement for your order.
- Home delivery can be arranged for any orders which are not picked up from the relevant collection point within the pick up period and a delivery fee of HK$50 will be charged. Second-time requests to pick up from the relevant collection point will not be entertained.
- For details of merchandises purchased at CLUB HOPE, please refer to the relevant product details or redemption letter.
Remarks:
- - In order to protect your interests and manage a complete record of all deliveries, our shop staff shall request the party collecting the order to provide the last 4 digits of the contact number provided when making the order and the QR code found in the notification email, as part of our verification process. In the event we are unable to complete the verification process, we reserve the right to refuse any attempt to collect the order and shall not be held responsible in any way.
- - To protect our environment, please bring your own bag.
Can I change the delivery method, amend or cancel order?
No. Customer cannot amend or cancel the order and change delivery arrangements. We suggest you to re-confirm the order and delivery method before payment.
Can I still pick up my order after the pick up period expires?
We will send you a pick up notification via e-mail. Please pick up the order from your selected CSL / 1O1O / io.t Shop Collection Points within 72 hours after receiving the notification. Once pick up period expires, please contact our Customer Service, we will arrange re-delivery and reserve our right to charge you an additional fee (HK$50).
For details of merchandises purchased at CLUB HOPE, please refer to the relevant product details or redemption letter.
I am travelling abroad and unable to pick up the order myself. Can I authorize another person to pick up the order on my behalf?
We will send you a pick up notification via email. You, or your representative can pick up the order using the code from your selected CSL / 1O1O / io.t Shop Collection Points within 72 hours after receiving the message.
Please note that if the order contains alcoholic beverages, CSL / 1O1O / io.t Shop Collection Points staff who handle the package will need to ensure the recipient of the package is over the age of 18. If there is any doubt that the recipient may be under 18 years old, the Identify Card of the recipient is required to be checked. If the recipient is under 18 years old or refuses to show their Identify Card, we will not pass the package to the recipient.
For details of merchandises purchased at CLUB HOPE, please refer to the relevant product details or redemption letter.
The Club Rewards
How can I check the redemption history which redeemed before 1 Sep 2020 on Club Shopping website?
You can access to The Club website by hyperlink in "My account" to check the redemption history.
Can I earn Clubpoint when I redeem Rewards at Club Shopping?
You can earn 1 Clubpoint for every HK$10 net amount spent if the Reward is redeemed by pay cash plus Clubpoints. Clubpoints earning is not applicable if the Reward is redeemed purely by Clubpoint only.
Is Promo code applicable for Rewards?
Promo code is not applicable for Rewards.
Will I receive SMS after redemption?
You will receive the email confirmation after redemption.
Can I checkout Rewards and shopping item together?
Yes.
What should I do If I do not receive the email confirmation and E-voucher on the day of transaction?
Please go to My Orders page, click view order and download the E-redemption letter.
Promotion
Promotion Code
For promo code errors and potential fixes, firstly please check if you already sign in Club Shopping account, check the promotion code if it is input correctly and check if the requirement(s) is/are already fulfilled. If the problem still exists, please contact our customer service for assistance.
Seller & Partnership
How to become partner of Club Shopping?
Thank you for your interest in Club Shopping! Please tell us more about your company, and provide your contact info. Please send to our email address enquiry@shop.theclub.com.hk, we will inform our merchant support to further assist.
Company Name:
Website:
Type of Product/Service:
Contact Person:
Email:
Tel:
Others
Need more Help?
CS contact information
please feel free to contact us via phone: 183 3900
Service Hour: Sunday to Saturday 9:00a.m. to 11:00p.m.
What to do if you do not wish to receive any marketing material from us?
CS contact information
please feel free to contact us via phone: 183 3900
Service Hour: Sunday to Saturday 9:00a.m. to 11:00p.m.