Question 1

$50 off your first App order over $450. Use code NEWAPP

Accepted Answer

Terms and Conditions

This offer is eligible to Watsons Hong Kong eShop only. This offer is eligible to Hong Kong Watsons app first purchase only. This offer is not applicable to purchase of Gift Voucher, MoneyBack Thankful Promotion, Infant Baby Milk Powder(Stage 1), Prepaid Phonecards, Phonecards, All Reloading Service, Redemption items, Designed Point/E-stamp Redemption Items, Kyushin, Eu Yan Sang, Ma Pak Leung, Angong Niuhuang Wan, Whole range of Squina, Nu Pharm, Brands Items, PienTzeHuang items, Abbott Adult Milk Items, CIRCLE Healthpod , Tru Niagen Subscription Program, Body Check Package, Crest White Strip items, Vita & Watsons selected beverage, Paper items, Supplier direct delivery items, $1 Crazy Deal items and pre order items. The offer also cannot be used in conjunction with other promotional offers. In the event of disputes arising out of this promotion, the decision of Watsons shall be final.

Question 2

Promo Code [NEWAPP] is shown invalid even you have not been used before

Accepted Answer

1. Please check no space in between Promo Code

2. Upper case only (case sensitive) for Promo Code [NEWAPP]

3. If issue persist, please re-enter again after 20 minutes

Question 3

Why does it say "Coupon code is invalid" after entering the Promo Code?

Accepted Answer

1. Please check no space in between the Promo Code

2. Upper/ Lower case only (case sensitive)

3. If issue persist, please re-enter again after 20 minutes

Question 4

How to enter the number of products with  "Buy X Get X Free" Discount Offer?

Accepted Answer

Please remember to enter the number of products as 2 with 「Buy 1 Get 1 Free」 Offer; Please remember to enter the number of products as 3 with 「Buy 2 Get 1 Free; and so on. For wrong input of order quantity, product replenishment will not be arranged.

Question 5

VIP Year-round offer

Accepted Answer

Terms and Conditions

VIP members purchase upon $600 at Watsons eShop on every Monday to enjoy 8% off. The max. discount up to $80 per each transaction. The offer is valid in Watsons eStore only. The offer is valid until 31 December 2026. Offer is valid to eligible members upon single spending of specified amount without limitation during birthday month. Only VIP members can enjoy this offer and it’s non-transferable. During the promotion period, all Watsons cash/till coupons will be suspended. This offer is not applicable to purchase of Gift Voucher, MoneyBack Member Day/Happy Hour Promotion, MoneyBack Thankful Promotion, Infant Baby Milk Powder(Stage 1), Phonecards, Redemption items, Designed Point/E-stamp Redemption Items, GLAM Haircare Products, Bigen Hair Color Products, Kyushin, Angong Niuhuang Wan, Whole range of Squina, Nu Pharm, Brands Items, Subscription Program, Body Check & Vaccine Package, Paper items, Vita & Watsons selected beverage, Supplier direct delivery items. The offer cannot be used in conjunction with other promotional offers. Terms & Conditions of Watsons eStore are applied. Watsons and MoneyBack decision are final shall there is any disputes

Question 6

eCoupon Terms & Conditions

Accepted Answer

Terms and Conditions:

This offer is eligible to Watsons Hong Kong eShop only. During the promotion period, all Watsons cash/till coupons will be suspended. This offer is not applicable to infant milk powder, Voucher, Supplier direct delivery & Vaccination

In the event of disputes arising out of this promotion, the decision of Watsons shall be final.

Question 7

Why the “eCoupon / eVoucher” is shown invalid?

Accepted Answer

Your order may not be able to fulfill the terms & conditions of the selected eCoupon / eVoucher, please read the related terms & conditions for details.
If the eCoupon / eVoucher still cannot be used, please contact our customer service by

or email watsons_cs_eservice@aswatson.com

Question 8

When will the eCoupon be inserted into my account?

Accepted Answer

The eCoupon will be automatically inserted into the eligible Watsons eShop account within 7 working days after order collection / delivery.
eCoupon is only applicable at Watsons eShop. Please login Watsons HK website / App, add your favorite products in shopping basket and click “next”.
Select the eCoupon in the delivery address / store page for usage. After the eCoupon redemption, the minimum checkout net order value is $50

Question 9

Watsons Brand Products $20 e-Coupon

Accepted Answer

Watsons Brand Products $20 e-Coupon

Offer Details:
Moneyback App members buy selected Watsons brand items upon $60 (excluding Mask) at Watsons store / eShop, $20 eCoupon will be offered. It can be redeemed in next purchase for selected Watsons brand products (excluding Mask) upon $40.

Terms and Conditions:

1. Offer available at all Watsons store/eShop and applicable to MoneyBack APP member only.
2. The eCoupon will be inserted into the eligible Moneyback App account after checkout.
3. Please use the eCoupon within the valid period. An expired will not be extended nor refunded.
4. HKD/MOP 20 eCoupon is available upon purchase Watsons brands (excluding Mask) products at HKD/MOP 40. Please input promotion code when using at Watsons eShop.
5. Offer is applicable to net purchase amount of a single transaction. Only 1 eCoupon is accepted in each single transaction.Offer cannot be used in conjunction with other promotion (including "Watsons Brand Day" and "Limited Time Offer").
6. Each eCoupon can be used once only.
7. Terms and conditions apply. In case of any disputes, Watsons Hong Kong decision shall be final.

Redemption Method:

Store
1 Go to Watsons Stores and select favourite Watsons Brand products. (Minimum purchase of HKD/MOP 40 )
2 Login Moneyback App, click " Account", click "eCoupon", select Watsons Brand Products $20 e-Coupon
3 Show your MoneyBack member QR code and eCoupon to the cashier before check-out.
4 Settle payment. Done!

eShop
1 Go to Watsons App / Website and login to your MoneyBack account.
2 Add your favourite Watsons Brand products to your shopping cart (At least HKD/MOP 40)
3. Input promotion code at the checkout page (To find the promotion code, login Moneyback App, click " Account", choose "eCoupon", select Watsons Brand Products $20 e-Coupon to show )
4 Settle payment. Done!

For assistance, please contact our customer service representative by WhatsApp link https://bit.ly/3p25QDe or email watsons_cs@aswatson.com

Question 10

"Non-Discountable Products" Includes...

Accepted Answer

The below items identify as “Non-Discountable Products” and would not be eligible for extra discount :

A Master, Kyushin, Wai Yuen Tong Angong, Zhang Zhou Pien Tse Huang, Angong Niuhuang Wan, Whole range of Squina, Nu Pharm, Vita Green (Lingzhi, Yin Yang, Yunzhi, Herba Precious, Hair, Counter), Meiriki-JP(Heart Support Factor 60's), Caeasy, Brands Items, Life Nutrition Joint Support 120S, Abbott Adult Milk items, Salonpas items, Organic Nature items, Choice (Champ Cordyceps, No1 Ganod Lucidum), 2036, Selected Contour items, Subscription Program, Body Check & Vaccine Package, Kai Tai counter, Chinese Medicine Practitioner’s Consultation Services, Online Medical Service, Dietitian Consultation Services, Prescription Products, Pre Order items, Supplier direct delivery items (Including e-Voucher), $1 Crazy Deal items and Super Red Hot Deal Items. In the event of disputes arising out of this promotion, the decision of Watsons shall be final.

Question 11

What is the minimum purchase amount for an eStore order?

Accepted Answer

The minimum purchase amount for the net order value is $50.

Question 12

How to choose 「Watsons Express Delivery」 Service？

Accepted Answer

Watsons App
1. Select "Express Delivery" in the upper right corner of the Watsons App homepage to switch the shopping mode
2. Or select "Express" at the checkout page
3. Select ”Home Delivery Express”
4. Input and confirm delivery address

Watsons Website
1. Select “Home Delivery”
2. Select 「Express Home Delivery」 in the “Delivery Option” at the checkout page

- If you select 「Express Home Delivery」 Service, your order will be delivered from the nearest Watsons store. We offer same-day delivery for orders placed before 2 pm (except for the first and second day of Chinese New Year, Typhoon Signal No. 8 and black/red rain warning).
-「Express Home Delivery」may not be applied due to: The product or gift in the shopping cart do not have sufficient stock at the nearest Watsons store in the selected district.

Question 13

How to choose 「Click and Collect Express」 Service?

Accepted Answer

Watsons App
1. Select "Express Delivery" in the upper right corner of the Watsons App homepage to switch the shopping mode
2. Or select "Express" at the checkout page
3. Select ”Click & Collect”
4. Select Watsons Store for Pick Up

Watsons Website
1. Select “Click and Collect at Watsons”
1. Select 「Click and Collect Express」 in the “Delivery Option” at the checkout page

- If you select 「Express Home Delivery」 Service, your order will be delivered from the nearest Watsons store. We offer same-day delivery for orders placed before 2 pm (except for the first and second day of Chinese New Year, Typhoon Signal No. 8 and black/red rain warning).
- 「Express Home Delivery」may not be applied due to: The product or gift in the shopping cart do not have sufficient stock at the nearest Watsons store in the selected district.

Question 14

What should I do if my click and collect order contains incorrect product, broken item or missing quantity when pick up at store?

Accepted Answer

a).When you collect the order in Watsons store, you can exchange the item with the same product directly.
b). If you find the product was damaged or not in good condition after order collection within 14 days, you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and upload the product photo, then click "Submit".
c). You can also reach us by WhatsApp no. 2608 8383, please leave your order no., product photo, refund reason and contact information. Our Customer Service Representative will follow up with you shortly.

Question 15

How long is the expiry date for the eShop product?

Accepted Answer

The expiry date of general product is not less than 30 days from the time of delivery. Except for free gift and specified product.

Question 16

The actual product received does not match with the picture displayed in eShop.

Accepted Answer

Please refer to the label on products for details. Picture displayed is for reference only. The actual product should be considered as final. Packing, value pack and free gift can be allocated on a random basis.

Question 17

May I receive compensation if the free gift is out of stock when placing the order at eShop?

Accepted Answer

Free Gifts are in limited supply and available while stocks last. No compensation can be arranged if free gift is out of stock when placing the order at eShop.

Question 18

How to select "Mainland China Delivery"?

Accepted Answer

How to select "Mainland China Delivery"?
Products eligible for "Cross Border Home Delivery" can be found at https://www.watsons.com.hk/c/cross_border. After adding items to your cart, you can select "Mainland China" as the delivery option on the checkout page of the website, or choose " Cross Border Home Delivery" as the delivery method on the checkout page of the app.

Question 19

Are there any shipping restrictions on the delivery to Mainland China?

Accepted Answer

According to the requirements of China Customs, personal shipments must fall under the category of “personal use.” Therefore, each recipient is limited to sending or receiving one order per day. If a recipient has multiple orders on the same day, the logistics company SF Express will only arrange to ship one order that day, and the remaining orders will be postponed to ensure compliance with customs clearance procedures.

Question 20

What member benefits does a MoneyBack physical card member have?

Accepted Answer

Effective from 1st Mar 2023, MoneyBack has fully digitalized, and functions of MoneyBack physical member card have been disabled. Click here to Download MoneyBack APP and link your physical member card with your APP Member Card Link Card details. You can enjoy member benefits by presenting MoneyBack App when shopping.

Question 21

How to apply for MoneyBack APP membership?

Accepted Answer

You can become MoneyBack APP member after registration through
1) MoneyBack Mobile App - Click here:

2)Watsons HK mobile app / website - Click here /
Click here to download Watsons HK mobile app:
https://apps.apple.com/hk/app/watsons-hk/id479512803 (iPhone)
https://play.google.com/store/apps/details?id=com.ndn.android.watsons (Android)

You can enjoy shopping and earn MoneyBack points every time you shop at Watsons store and Watsons eShop. Simply present MoneyBack ID on MoneyBack or Watsons App at Watsons physical stores, or log-in as MoneyBack member at Watsons eShop to enjoy member priveleges and earn MoneyBack points

Question 22

Can MoneyBack APP member earn points at Watsons store and Watsons eShop?

Accepted Answer

MoneyBack APP memeber can earn MoneyBack points every time you shop at Watsons store and Watsons eShop. Simply present MoneyBack ID on MoneyBack or Watsons App at Watsons physical stores, or log-in as MoneyBack member at Watsons eShop to enjoy member priveleges and earn MoneyBack points:

i. Hong Kong Watsons store and eShop: HK$5 spending = 1 MoneyBack point

ii. Macau Watsons store: MOP10 spending = 1 MoneyBack point

* The offer is not applicable for bill payments, purchasing gift voucher, environmental levy scheme on plastic bag, paying phone bills, prepaid phone cards, Octopus/Alipay value-added service, and baby milk powder.

Question 23

When will be the points added to my account after the transaction completed?

Accepted Answer

Moneyback points will be added and shown in your MoneyBack APP under "Account" within 5 days after purchase or 2 days after delivery. You can click "Transaction History" in "Account" to check the earn points history.

Question 24

What can I do if I forget to show my Moneyback APP when I make a purchase. Can I claim back the corresponding MoneyBack points?

Accepted Answer

We do not accept point claim request after sales transaction has been made. If you do not have your MoneyBack App ID with you, you can provide your registered mobile number at checkout to earn points for the transaction.

To protect the benefits of customer, MoneyBack ID in MoneyBack App should be presented for point redemption.

Question 25

Can Moneyback APP members use MoneyBack points in Watsons stores and eShop?

Accepted Answer

Moneyback App members can redeem the points in Hong Kong and Macau Watsons stores and Hong Kong Watsons eShop. 50 MoneyBack points can redeem equivalent to HKD/MOP$1.

To protect the benefits of customer, MoneyBack ID in MoneyBack App should be presented for point redemption.

Question 26

If I have lost my Watsons member card, what should I do?

Accepted Answer

Effective from 1st Mar 2023, MoneyBack has fully digitalized, which physical card has upgraded to App and Card functions will be disabled. Don't worry if you have lost your card as Moneyback points cannot be redeemed by physical card anymore. You are no need to report the lost card to us.
Click here to Download MoneyBack APP and link your physical card Link Card details. For Moneyback App registration, please make sure your name, mobile phone no. and email are all the same as your card's registered information in order to complete the card linkage. All the Moneyback points and transaction history will be transferred and shown in MoneyBack App.

Any enquiry, please call MoneyBack Customer Hotline at 852 2187 2277 (Hong Kong) / 853 2851 9274 (Macau) for assistance.

Question 27

How to change my MoneyBack login email, mobile phone no. or password?

Accepted Answer

If you would like to change email, mobile phone no. or password, please login Moneyback APP or website and follow the steps as below:

1. login Moneyback App or website
2. select "My Moneyback" / "My Account"
3. Press "change email / mobile phone no. / password"
4. Press "Save", the informartion will be updated in next working day/ next online transaction.

Question 28

How can I become MoneyBack VIP member?

Accepted Answer

MoneyBack members with accumulative spending meeting any of the requirements at specified merchants below (including physical store and eShop) within each membership year, will upgrade to VIP status. The membership validity period is one year, calculated from the date the member upgraded to VIP membership.
1. $18,000 or above at PARKnSHOP/
2. $8,000 or above at Watsons/
3. $20,000 or above at FORTRESS

Visit here to see more VIP offers and details.

Question 29

How can I receive the latest offers and promotions?

Accepted Answer

1) Subscribe our e-newsletter thru MoneyBack App
My account > setting > change personel profile > select promotion communiction
2) Follow our Facebook (https://www.facebook.com/watsonshongkong)
3) Stay tuned on the updates of Watsons eShop mobile App / website (www.watsons.com.hk)

Question 30

Can I place an order at Watsons eShop without registrating as Moneyback App member?

Accepted Answer

Watsons eShop is only for MoneyBack App member. Register as MoneyBack App member now to start shopping on Watsons eShop!

Question 31

If I registered on Watsons eStore but fail to login, what can I do?

Accepted Answer

You may have entered the email address and password incorrectly when you register. If you forgot your password, please try to reset password. If you still fail to login, please Contact Us by email to watsons_cs_eservice@asw.com.hk

Question 32

If I register as a member in Watsons eShop, will I automatically become a Moneyback App member?

Accepted Answer

Yes. You may use the same login and password to login the Moneyback App account.

Question 33

How can I deactivate my MoneyBack App account? Can I get back my account if it has been deactivated?

Accepted Answer

Deactivated account is irreveresible, all purchase history and MoneyBack points are irrecoverable. If you wish to deactivate your account, please contact MoneyBack Customer Hotline at 852 2187 2277 (Hong Kong) / 853 2851 9274 (Macau) for assistance.

Question 34

How can I enquire the MoneyBack App or MoneyBack points related issues?

Accepted Answer

Please refer to MoneyBack FAQ https://www.moneyback.com.hk/en/faq
or call MoneyBack Customer Hotline at 852 2187 2277 (Hong Kong) / 853 2851 9274 (Macau) for assistance.

Question 35

What is the maximum purchase limits for an eStore order?

Accepted Answer

The maximum purchase amount per transaction is calculated as:

•Visa/MasterCard : HKD 50,000

•American Express: HKD 10,000

•Octopus: HKD 10,000 (The payment amount is limited by the daily transaction limit of the Octopus wallet account)

•UnionPay: HKD50,000

•AlipayHK: The maximum payment amount of AlipayHK depends on the Alipay verification level of customers.

•Alipay: The maximum payment amount of Alipay depends on the cross-border transaction usage of customers.

Question 36

How do I know my order is confirmed?

Accepted Answer

After placing an order, you will receive an “order confirmation” email with details of products that you have ordered. You may also click “my profile > previous order" to check your order details.

Question 37

How to purchase Watsons eVoucher?

Accepted Answer

Effective from 1st July 2023, Watsons Gift Voucher has fully digitalized and no longer been sold. Currently, Watsons eVouchers are available at face value HK$50, HK$100 and HK$200, you can purchase at any one of our Hong Kong Watsons stores or Alipay Hong Kong APP. Watsons eVoucher can be redeemed at both Watsons Hong Kong stores and eShop.

Steps of purchase at Alipay Hong Kong APP:
1) Please link up your Alipay with MoneyBack account
2) Click “MoneyBack” at “Applications”
3) Click “eVoucher” at right bottom and click "Buy eVoucher now"
4) Select Watsons eVoucher value, click "Checkout"
5). Watsons eVoucher will be shown in your MoneyBack App after purchase. Click “Account” and further click “eVoucher” to find it.

For corporate client to make bulk purchase of Watsons eVouchers, please contact (852) 2606 8842 or email yant@aswatson.com during office hours from 9am to 12pm and 2pm to 5pm, Monday to Friday, except public holidays.

Question 38

Why doesn't it show that there are gifts at checkout?

Accepted Answer

Sorry, all of our promotional gifts are available while stocks last. If it is not displayed at checkout or in the order, it means the gifts have all been sent out and cannot be provided.

Question 39

How is the shipping fee calculated for Watsons eStore?

Accepted Answer

We will charge the shipping fee based on the following delivery methods:

a. Click and Collect (including Click and Collect Express)
Except for paying with Octopus, no shipping fee will be charged on purchasing with net order value of more than HK$50 (the net order value is calculated by deducting discounts from eCoupons and promotion code). A free shipping charge offer applies at HK$10 when paying with Octopus.

b. Home Delivery (including Express Delivery)
No shipping fee will be charged on purchase with net order value of more than HK$399 (the net order value is calculated by deducting discounts from eCoupons and promotion code). If the net order value is below HK$399, HK$45 shipping fee will be collected.

c. Pick-up Service Partner (SF Lockers/Shell Stations/Circle K Convenience Stores)
No shipping fee will be charged on purchasing with net order value of more than HK$250 (the net order value is calculated by deducting discounts from eCoupons and promotion code). If the net order value is below HK$250, HK$35 shipping fee will be collected.

d. Cross Border Home Delivery
No shipping fee will be charged on purchasing with net order value of more than HK$500 (the net order value is calculated by deducting discounts from eCoupons and promotion code). If the net order value is below HK$500, HK$55 shipping fee will be collected.

Question 40

Are there any restrictions on delivery locations?

Accepted Answer

We offer both standard delivery service and “Watsons Express Delivery” service.

Our standard delivery service is available in Hong Kong Island, Kowloon, New Territories, and outlying islands, including Ma Wan, Tung Chung, Discovery Bay, Lamma Island, Cheung Chau, and Peng Chau. but not applicable to the below Island location: Shek Pik, Po Lin Monastery, and Hong Kong International Airport.

The “Watsons Express Delivery” service is also available in Hong Kong Island, Kowloon and New Territories, but is not applicable to Ma Wan, Tung Chung, Discovery Bay, Lamma Island, Cheung Chau, and Peng Chau. Please select our standard delivery service when placing order for the above-mentioned outlying islands.

In addition, we are unable to deliver orders to the below location :
• Non-fixed addresses
• Restricted border areas
• Warehouses
• Locations where delivery can only be made through a balcony and not accessible by lift or stairs.
• Tenement House (delivery only up to the third floor, the ground floor is considered the first floor)
• Village House and Walled Village (Only deliver at the entrance of Village)
• Cannot deliver to the address that cannot be transported by the lift

In addition, the delivery time will be postponed during the first and second day of Chinese New Year, Typhoon Signal No. 8 and black/red rain warning. Sorry for inconvenience caused.

Part of products also support orders shipped to Mainland China, excluding the Tibet Autonomous Region, Yushu Tibetan Autonomous Prefecture in Qinghai Province, and Sansha City in Hainan Province. Applicable products can be found at https://www.watsons.com.hk/c/cross_border

Question 41

What is Collect at Watsons Store?

Accepted Answer

Customers shopping at Watsons eStore can now select ““Click and Collect” or “Click and Collect Express” ” services at selected Watsons stores for order collection.

Question 42

What is Click and Collect Express ?

Accepted Answer

Choose “Click and Collect Express ”service, you will receive the notification for order collection in as fast as 30mins upon checkout completion. Please pay attention to the store closing time before picking up the goods, checkout complete after 6:00 pm and you will receive the notification for order collection by next day.

Question 43

What is Watsons Express Delivery？

Accepted Answer

If you select our “Watsons Express Delivery”, your order will be delivered from the nearest Watsons store. We offer delivery in as fast as 30mins* for orders placed during 9am - 7pm(except for the first and second day of Chinese New Year, Typhoon Signal No. 8 and black/red rain warning).

*Depending on the delivery area, Express Delivery is usually delivered on the same day. In case of excessive orders, the delivery may be delivered on the next day.

Question 44

Are there any restrictions on Pick-up Service Partner?

Accepted Answer

The Pick-up Service Partner can accommodate a maximum of 15 products...

In addition, a surcharge of HKD5 will be charged for remote areas (SF Locker self-collection).
Surcharge area: Click here for details

Question 45

How to receive Pick-up Service Partner SMS pick up notification?

Accepted Answer

Please Note: If the total quantity or weight of the items you selected exceeds the capacity of a single smart locker, your shipment may be split into more than one parcel.

Download the SF Express Hong Kong app and stay tuned for real-time push notifications sent by SF Express Hong Kong. These notifications will include your "Pickup Code" for checking and collection. Please collect your parcel at the designated location within 24 hours using the code; otherwise, SF Express will charge a handling fee of HK$15 per day.

Question 46

How long does delivery take?

Accepted Answer

Normally, you can receive the orders with your preferred delivery timeslot and date when your order is accepted, payment is confirmed and you received "Watsons eStore Order Processing" email. However, delivery time may be affected by seasonal holidays (i.e. Christmas, Chinese New Year, and Easter)or in the situation of overwhelming order.Delivery will be delayed if a typhoon signal No.8 is raised or a black rainstorm warning is in effect.

Question 47

How long does delivery take for Collect at Watsons Store ?

Accepted Answer

Choose “Click and Collect” service, you will receive the notification of ready to collect the order within 2 working days once check out and received the order confirmation email. Customers must collect and pick up within 3 days. Delivery and collect service will be delayed due to public holidays (eg Christmas, Chinese New Year, Easter Holidays), or if a typhoon signal No.8 is raised or a black rainstorm warning is in effect.

Question 48

Can order items be delivered to another address other than the registered one?

Accepted Answer

You can manage your deliver addresses in “My Account” > “Delivery Address Book”.

In the checkout process, you can either select the address that you have saved or input the new address

Question 49

Can I change the delivery address after my eShop order is confirmed?

Accepted Answer

Once the order is confirmed, it cannot be cancelled, change order content or delivery mode. If you wish to make changes on delivery time, address, contact person or telephone no., you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and click "Submit".
You can also reach us by WhatsApp no. 2608 8383, please leave your order no. and contact information. Our Customer Service Representative will follow up with you shortly.

Question 50

Can I still change my address, or cancel my order, after my order is confirmed?

Accepted Answer

Once the order is confirmed, the order cannot be cancelled and the information cannot be changed.

Question 51

Can the delivery service take place to the buildings without elevators?

Accepted Answer

We cannot deliver to the address that cannot be transported by the lift. For Tenement House, delivery only up to the third floor (the ground floor is considered the first floor). For Village House and Walled Village, we only deliver at the entrance of Village.

Question 52

What should I do if I forget to pick up my Click & Collect order at store?

Accepted Answer

Click and Collect order is available for pick-up at designated Watsons stores within
3 days after receiving Order Collection notification. Orders not collected by the deadline will be cancelled and are not eligible for a refund. For assistance, you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and click "Submit".
You can reach Watsons' Customer Service Team via Whatsapp at 2608 8383 and leave your Name, Contact Number & Order number. Our Customer Service team will follow up with you as soon as possible.

Question 53

What if there is a failed delivery attempt?

Accepted Answer

If the delivery address was incorrect, incomplete including but not limited to unapplicable address, contact number or recipient that might cause the failed delivery attempt, shipping fee listed in the order will be nonrefundable. Delivery details without the hotel room number or uses the hotel general hotline as contact number may be regarded as incomplete or incorrect.

Question 54

How much time needed for the delivery to Mainland China?

Accepted Answer

Orders shipped to Mainland China require customs declaration, which will be handled by our company. When the order arrives in Mainland China, the logistics company SF Express will send SMS to the Mainland mobile number provided during checkout, reminding the recipient to upload the relevant identification documents for customs clearance verification. To ensure your order passes through customs smoothly and to avoid unnecessary delays or additional charges, you should provide accurate and complete customs identification information. Also, according to regulations on postal items by China Customs, declared value of a personal parcel delivered to Mainland China containing 2 or more items shall not exceed RMB 2000 and it shall not exceed 2 tins of Baby Milk Powders. If your order exceeds the regulations, we will ship the items in the order out separately which may lead to different delivery times for each shipment. For delivery addresses in Guangdong Province, the entire process is expected to take approximately 8 to 10 working days. For other provinces, it is expected to take around 10 to 13 working days, subject to flight availability, progress of customs clearance and aviation security check, etc. We apologize for any inconvenience caused.

Question 55

Can I get refund if order cannot be delivered to the Mainland China?

Accepted Answer

Order will be returned to Watsons if customs clearance is not success (takes around 3-6 months depend on return procedures of customs and SF Express). We will arrange refund within 4-6 weeks once received order.

Question 56

Why I need to do the second declaration for Mainland China Order?

Accepted Answer

ID card information is not complete and required you to do the second declaration.

Question 57

How can I Track my Order?

Accepted Answer

You can login as member, click on “My Account” at top left corner of homepage. Click “Order History” under My E-orders label, look up the order that you have placed. Click on “Track” in Shipping Status column to view the tracking history.

Question 58

Can I change or cancel the order after my eShop order is confirmed?

Accepted Answer

Once the order is confirmed, it cannot be cancelled, change order content or delivery mode. If you wish to make changes on delivery time, address, contact person or telephone no., you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and click "Submit".
You can also reach us by WhatsApp no. 2608 8383, please leave your order no. and contact information. Our Customer Service Representative will follow up with you shortly.

Question 59

I have not received notification to collect order at store

Accepted Answer

You can login as member, click on “My Account” at top left corner of homepage. Click “Order History” under My E-orders label, look up the order that you have placed. Click on “Track” in Shipping Status column to view the tracking history.

Question 60

My order has not arrived

Accepted Answer

You can login as member, click on “My Account” at top left corner of homepage. Click “Order History” under My E-orders label, look up the order that you have placed. Click on “Track” in Shipping Status column to view the tracking history.

Question 61

Can I change my pick up store after my order is confirmed?

Accepted Answer

Once the order is confirmed, the click and collect point cannot be changed. If there is anything wrong on your personal information after order confirmation, you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and click "Submit". You can also reach us by WhatsApp no. 2608 8383, please leave your order no. and contact information. Our Customer Service Representative will follow up with you shortly.

Question 62

Can I change the information of my order, or cancel it, after my order is confirmed?

Accepted Answer

Once the order is confirmed, it cannot be cancelled and the information cannot be changed.

Question 63

What if I find the products of my Click & Collect order damaged or not in good condition?

Accepted Answer

a).When you collect the order in Watsons store, you can exchange the item with the same product directly.
b). If you find the product was damaged or not in good condition after order collection within 14 days, you may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and upload the product photo, then click "Submit".
c) Please note that subscription plan products and supplier-direct products are non-returnable and non-refundable once the order has been confirmed.
d) You can also reach us by WhatsApp no. 2608 8383, please leave your order no., product photo, refund reason and contact information. Our Customer Service Representative will follow up with you shortly.

Question 64

What is 14-Day Product Quality Guarantee Policy (not applicable to Cross Border orders)?

Accepted Answer

Watsons guarantees the exchange of product or refund if the product fails to meet manufacture’s standards. Customers are welcome to present the product and original sales receipt for the exchange or refund within 14 days of purchase. Otherwise under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.

Products purchased at Watsons store: You may go to the Watsons store printed on the original sales receipt for exchange and refund. Products purchased at Watsons eShop: You may go to Watsons HK mobile App. click "My Account" and select "Order History", choose the specific order number and click "Enquiry", fill in the information and upload the product photo, then click "Submit". You can also reach us by WhatsApp no. 2608 8383, please leave your order no., product photo, refund reason and contact information. Our Customer Service Representative will follow up with you shortly. (not applicable to Cross Border orders)

a). If we agree you are entitled to an exchange but the product(s) to be exchanged are sold out, you may return such products to us and apply the amount paid to buy alternative product(s).
b). In exceptional case at our sole discretion, we will refund the amount paid (inclusive of the relevant delivery charge) to your relevant payment account which you applied to settle the payment or other means as mutually agreed (Note: in case you agree to use Octopus App to receive the refund, you will receive a notification via your Octopus App and you are required to collect the refund account via your Octopus App within the specified period). The refund process takes about 1-2 weeks.
c). If e-Vouchers, e-Coupons and/or MoneyBack Reward Points were redeemed for the relevant purchase, relevant adjustments will be made accordingly.
d). Original sales receipt or relevant electronic receipt must be produced to us for the request of a product exchange.
e). All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.
f) Please note that subscription plan products and supplier-direct products are non-returnable and non-refundable once the order has been confirmed.
g) Watsons or supplier will inspect the product to ascertain its condition. Watsons reserves the right to make the final decision on the guarantee policy.