What is the status of my order? When is it arriving?
Simply head over to 'Order Status' at the top navigation and enter the order no. and password (this can be found in your order confirmation email sent to you prior) to stay updated on the status and details of your order.
Alternatively, our Customer Representatives are happy to assist you on this. Contact us by WhatsApp at 9160 7938 or email exclusivites@shiamas.com. We will reply asap Monday – Friday, 9AM - 7PM.
ORDERING
How do I place an order on your site?
It's easy! Simply follow these 5 steps:
- Choose a category or brand from the top navigation menu or search to explore a specific style.
- Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to checkout under ‘My Shopping Bag’. You may also click 'Buy Now' to go directly to checkout.
- Sign in to your account or, if you've not yet created one, proceed by filling in the necessary contact information.
- Once you fill out and select all your preferred options and info, proceed by clicking 'Buy Now'. Worry not as you will be directed to a page to review your details once more before making the payment.
- Once confirmed, click 'Confirm Order'. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.
Do I need an account to place an order?
No, all you need is an email address and phone number. We recommend that you register for an account to make checking out easier, but, you can also place and track orders as a guest and sign up at a time that suits you.
I have forgotten my password: what should I do?
Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
Where do you ship to?
At the moment we only deliver to local Hong Kong destinations, excluding outlying islands. However, this may vary so please contact us to confirm by WhatsApp at 9160 7938 or email exclusivites@shiamas.com. We will reply asap Monday – Friday, 9AM - 7PM.
How much will I be charged for shipping?
We charge a flat fee of $100 HKD for orders of any size. This is waived once your order exceeds the minimum amount of $800 HKD.
Can I place an order over the phone?
Sure! Our friendly Customer Representatives are happy to assist you.
Please contact us by WhatsApp at 9160 7938 or email exclusivites@shiamas.com. We will reply asap Monday – Friday, 9AM - 7PM.
Can I cancel my Exclusivités order or make changes to it?
Yes, you might be able to cancel orders before we prepare your order.
Our Customer Representatives are happy to assist you on this. Contact us by WhatsApp at 9160 7938 or email exclusivites@shiamas.com. We will reply asap Monday – Friday, 9AM - 7PM.
Will my personal details stay safe?
Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see our Privacy Policy.
PAYMENTS
What payment methods are accepted?
- Visa
- MasterCard
- Maestro
- American Express
- Discover
- PayPal
- FPS
- PayMe
We currently support all major credit cards as well as FPS and PayMe.
Can I place an order and pay later?
Yes you can, but please note that we will only ship an order once we have confirmation of full payment.
Which currencies can I shop in?
All prices are in HKD only. However, more currencies may be added in the future.
RETURNS & EXCHANGES
What are your returns policy?
As part of our commitment to create the most satisfying shopping experience for you, subject to terms and conditions, no refund can be made on purchased items. If you are unsatisfied with the product purchased, you can exchange the goods once with a valid receipt within 7 days after the date of receipt of goods. Please contact us by email (exclusivites@shiamas.com). We would follow up accordingly.
Head over to our Returns & Exchange Policy for full details.
The product I ordered looks different than expected as shown, could I request a return?
We currently do not accept returns. However, we do offer exchanges for other items if the product is untouched and in good condition. If you choose to exchange, any price differences will need to be covered by the customer.
Contact our Customer Representatives by WhatsApp at 9160 7938 or email exclusivites@shiamas.com. We will reply asap Monday – Friday, 9AM - 7PM.
RETAIL SHOP
Can I use my Exclusivités Shop VIP discount at eShop?
No, eShop customers cannot enjoy retail shop VIP discount at eShop as it is a totally separate points system.
Are all promotions / offers the same?
Not always, eShop promotions may have some difference with retail shops promotions.
Are all merchandize the same as in retail shops?
In general, eShop has a smaller collection. However, there may be some online exclusive items.
Can I purchase on eShop and pick up at retail shops?
No, we do not support this service at the moment, but may include this in the future.
I ordered online but would like to exchange the item, can I do this at retail shops?
No, we do not support this service at the moment, but may include this in the future.