Can I change my pick up store after my order is confirmed?
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.
Can I change the information of my order, or cancel it, after my order is confirmed?
Once the order is confirmed, it cannot be cancelled and the information cannot be changed.
What if I find the products of my Click & Collect order damaged or not in good condition?
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.
What is 14-Day Product Quality Guarantee Policy (not applicable to Cross Border orders)?
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). Watsons or supplier will inspect the product to ascertain its condition. Watsons reserves the right to make the final decision on the guarantee policy.
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). Watsons or supplier will inspect the product to ascertain its condition. Watsons reserves the right to make the final decision on the guarantee policy.
How to cancel a Mainland China Cross-border order?
If your order has not yet been shipped, you may contact our Customer Service Representative to request a cancellation.
For orders already shipped or delivered, due to operational cost considerations, under normal circumstances, we would not accept any request for exchange of products or cancellation of orders. We apologize for any inconvenience caused.