Frequently Asked Questions
Shopping at VIPOP is easy: browse our online collections, add items to your cart and follow the steps at checkout.
Yes! Your personal information will be saved securely, for a faster and more convenient experience at checkout. Moreover, you can track your order status and history through My Account.
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.
Once your order has been submitted, you cannot add additional items to it. In alternative, you may submit a new order for additional items.
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.
You cannot change the order details or shipping address once an order is confirmed. Contact our Customer Service team for assistance.
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.
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
No, we don’t.
Online orders will usually be charged when submitted.
Hong Kong Dollar, if not differently specified.
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.
Unfortunately, no. If you wish to send items to different addresses, please place a separate order for each address.
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 details
For Overseas Stock items, shipping times vary considerably but most products are delivered within 4-6 weeks.
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.
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.
RETURNS & EXCHANGES
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 Ordered
- Product did not match description on website
- Product is damaged
- Other 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 section
Address: Unit C&D, 22/F, Alliance Building, No 130-136, Connaught Road Central, Sheung Wan, Hong Kong
Remark: 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.
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.
As soon as you discover a fault, please contact our Customer Service Team with:
- The order number
- The faulty item’s name and number (SKU provided on the website)
- A description of the fault
We’ll get back to you as soon as we can.
PRODUCT & STOCK
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.
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.
Please refer to the stock level on the product page.
Please contact our Customer Service Team regarding the particular item, we will let you know once it is back in stock.
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.
You can add, remove and update your address details by logging into ‘My Account’ and clicking on ‘view and change your address details’.
If your address is too long to fit on to one line, you can use the second line to fill in your full address details.
Whenever you update or add an address, always remember to click ‘Save address’ so that the new details are ready for you next time you shop.
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.
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.