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PURCHASING

How do I place an order?

Shopping at VIPOP is easy: browse our online collections, add items to your cart and follow the steps at checkout.

What types of emails will I receive from you?

What types of emails will I receive from you? Can I unsubscribe to them?Once you have created an account, you are automatically subscribed to our email newsletters.Our newsletters feature our newest products and promotions.We may also email you occasionally to introduce a new function or feature of the site.We do not share your email with any other company or service without your prior permission.You can unsubscribe from our emails by clicking the link at the bottom of any of our newsletters.

Can I add additional items to my submitted orders? 

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Can I cancel my orders? 

Before your order is dispatched, simply contact our Customer Service Team if you wish to cancel it. If your order has been dispatched, please refer to RETURN & EXCHANGE for details of how to return it.

Can I change my shipping address after I place an order? 

You cannot change the order details or shipping address once an order is confirmed. Contact our Customer Service team for assistance.

PAYMENTS

What payment methods can I use? 

We accept credit card payment by Visa, MasterCard & Amex; E-wallets by Paypal, and Stripe. In case of high value purchases, we reserve the right to contact you to verify your identity before confirming the transaction.

Are my credit card transactions secure? 

We maintain security standards and procedures to prevent unauthorized credit card use. We understand that the information you provide us is sensitive. Therefore, we maintain the highest level of security during your use of our services

Do you store my credit card details? 

No, we don’t.

When will payment for an online order be charged?

Online orders will usually be charged when submitted.

What currency will I be charged in? 

U.S. Dollar, if not differently specified.

GIFT VOUCHER

How do I use my gift voucher?If you have not already created a VIPOP account, please register your details. Then sign in and select My Gift Cards to enter your gift card code. Your gift card amount will be automatically deducted as payment on your next order. Alternatively, you can redeem it on the payment page when making your purchase.

If you have not already created a VIPOP account, please register your details. Then sign in and select My Gift Cards to enter your gift card code. Your gift card amount will be automatically deducted as payment on your next order. Alternatively, you can redeem it on the payment page when making your purchase.

DELIVERY

Can you ship to multiple addresses?

 Unfortunately, no. If you wish to send items to different addresses, please place a separate order for each address.

When will I receive my items(s)? 

For In-Stock items, delivery within Hong Kong generally takes place within one week of purchase but please be sure to check the delivery date stated in the product’s detailsFor Overseas Stock items, shipping times vary considerably but most products are delivered within 4-6 weeks.

I'm missing an item from my order, what should I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.If an item is missing, please contact our Customer Service Team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Can I track my order? 

You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on the email to view the up to date tracking.

What currency will I be charged in? 

U.S. Dollar, if not differently specified.

RETURNS & EXCHANGES

How I do return or exchange an online order? 

Although we hope you are happy with any purchase you place with us at VIPOP.com, we are pleased to offer an exchange or refund for your new and unused purchase in its original packaging within 7 days of receipt.Returning a VIPOP order is easy:


 Step 1: Make sure the item(s) is(are) in original condition with all tags attached.

 Step 2: Contact our Customer Service Team at https://vipop.com/contact/ with below information provided: 


 The order number

 The item’s name and number (SKU provided on the website)

 A description of the reason for return, examples are as follow:Incorrect Product or Size OrderedProduct did not match description on websiteProduct is damagedOther reasons: please specify 


Step 3: Wait to receive an email from us with the “Return Authorization Reference Number”. 


Step 4: Pack the item(s) in its(their) original boxes with all original packaging materials & accessories and remark the “Return Authorization Reference Number” on the package. 


Step 5: Return the item(s) to SPARX logistics by the following ways in 7 days:In person (during Monday to Friday 0900 to 1800, exclude public holidays)By SF for free return shipping: please go to selected SF Express Service Centres or Stores across Hong Kong. Complete the SF Express Form, select “Receiver” in the Payment sectionAddress: Unit C&D, 22/F, Alliance Building, No 130-136, Connaught Road Central, Sheung Wan, Hong KongRemark: Return made with any other delivery provider/courier including normal post will not be paid for by VIPOP 


Step 6: Receive an email notification once we have received your return item. If you do not receive our further notification in 7 days after your return, please contact us with the courier provider and courier tracking reference for proper follow up. 


Step 7: Receive your refund within four (4) weeks after VIPOP confirm collect your return item(s) in proper condition.

When will I receive my refund? 

Refund will usually be credited to the original payment method within four (4) weeks after VIPOP confirm collect your return product are in proper condition.

What should I do if I receive a faulty item in my order?

 As soon as you discover a fault, please contact our Customer Service Team with:The order numberThe faulty item’s name and number (SKU provided on the website)A description of the faultWe’ll get back to you as soon as we can.

PRODUCT & STOCK

How do I know if the products I'm buying are genuine? 

All products featured on VIPOP.com are bought directly from the designers that work with us – we don’t buy fakes, so you can be sure the item you’ve received is genuine.

Where can I find a size guide? 

We never want to send you something that doesn’t fit properly so we have size guides available on most of our product pages. If the size guide isn’t available on the product page, please contact our Customer Service Team for assistance.

How can I know if the product is in stock?

 Please refer to the stock level on the product page.

Can you tell me if you're getting an item back in stock?

 Please contact our Customer Service Team regarding the particular item, we will let you know once it is back in stock.

What currency will I be charged in? 

U.S. Dollar, if not differently specified.

TECHNICAL

I'm having trouble signing into my account. 

In order to shop on VIPOP, to view your order, or to track an order, you must first sign into your account. If you receive a message that says your email address/password isn’t recognized, follow the steps below: 


Make sure you are using the same email address and password you registered with


If you can’t remember your password click on the ‘Forgot Password’ link on the sign in page. 


You’ll be asked to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes If after this you still can’t sign in, contact our Customer Service Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

Your website is not accepting my credit card. Why is that?

 Please consider the following:Did you select the correct card type?Did you enter the credit card number correctly?Did you select a valid expiration date from the drop-down menu?Did you enter your security code correctly?If you receive notification that your card has been declined, please contact your bank. Only your bank can tell you why it has been declined.

I have forgotten my password. What should I do?

 Go to "My Account" and click on ‘Forgot Password’. You will be asked to enter your email address and we will send you an email with a link that will allow you to create a new password for your account.