FAQ

    1. Choose your product(s)
      Select the product, input the quantity you require and click ‘+’ add to shopping cart.
    2. Check out
      You may register an account for our online shopping site or complete your purchase as a guest.
    3. Choose delivery or self-pickup (refer to the options for each campaign)
      For self-pickup, you may redeem the product according to the specified period stated on the e-voucher(s). For delivery, please select your preferred delivery date and delivery district (except outlying islands), delivery charge will be included in the bill.
    4. Payment
      Enter your payment details to complete the purchase. Once your transaction is complete, you will be directed back to the website to see a message that reads: “Thank you. Your purchase has been successful”.
    5. Purchase confirmation
      You will receive a confirmation email and e-voucher(s) upon the successful completion of purchase. If you cannot receive confirmation email and e-voucher(s) within 1 hour after the transaction, please contact (852) 8200 3636.
    Q.
    Is there a limit as to how many vouchers I can purchase?
    A.
    We do not have a maximum limit per order, subject to availability. Unless otherwise specified.
    Q.
    I have ordered more than one e-voucher and would like to send them to different email addresses. How do I do this?
    A.
    If you want to send parts of your order to different email addresses, you will have to put these through as separate orders, as we do not have the facility to split your order. We are only able to capture one email recipient address per order only.
    Q.
    I could not receive confirmation email and e-voucher(s) after completing transaction. What should I do?
    A.
    Please contact us at (852) 8200 3636 or email eshop.hk@shangri-la.com.
    Q.
    I have tried to order using my debit and credit card and neither work. Why is this?
    A.
    Please check that the name on the order is the same as the registered card holder. If not, the card will not be accepted.
    Q.
    My card has been declined.
    A.
    Please contact your bank.
    Q.
    Part of my order is missing.
    A.
    Please contact us at (852) 8200 3636 or email eshop.hk@shangri-la.com.
    Q.
    I have lost or damaged my vouchers. Can you replace them?
    A.
    We cannot replace lost or damaged vouchers. If you as the purchaser of the voucher have lost the printed copy, you can always re-print the same voucher. Please retrieve your voucher with your registered email address on our e-shop (go to My Account and click on ‘My Voucher’). We cannot replace vouchers if they have been redeemed unknowingly.
    Q.
    How much is the delivery charge?
    A.
    The delivery charge is HKD 200 to Kowloon district, HKD 200 to Hong Kong Island, HKD 350 to New Territories. Delivery service is not available to outlying islands.
    Q.
    I'm having trouble viewing the website.
    A.
    Please update to the most recent version of Google Chrome web browser for a better viewing experience.
    Q.
    How do I redeem a voucher?
    A.
    For product e-voucher(s), please redeem the product(s) at the specific location, date and time stated on the voucher. For other e-voucher(s), you must first make a reservation to the hotel and mention the use of voucher. Upon arriving at the hotel, please present the voucher to the staff for verification. The validity of the voucher must not have expired upon redemption.
    Q.
    What if I forget to bring/print the voucher?
    A.
    You can access the voucher via email and present its QR code to our staff for verification.
    Q.
    When will my voucher expire?
    A.
    Please refer to the validity printed on your voucher.
    Q.
    Can I request for an extension of my voucher’s validity?
    A.
    No.
    Q.
    Is there a return policy?
    A.
    No. Once a voucher is purchased, it cannot be returned, refunded or exchanged for cash under any circumstances.
    Q.
    What if my dining bill costs less than the value of my voucher?
    A.
    The remaining unused value will be forfeited.
    Q.
    What if my dining bill costs more than the value of my voucher?
    A.
    You can use your voucher to settle part of your bill. The outstanding balance can be paid by a debit card, credit card or cash.