We use cookies to make your experience better. To comply with the new e-Privacy directive, we need to ask for your consent to set the cookies. Learn more.
FAQ
About Membership Registration
Do I have to register eGGcellent Club before shopping at eGG Online Store?
Yes, you have to register as an eGGcellent Club member before shopping at eGG Online Store.
How to register for eGGcellent Club membership?
At the page of “CREATE NEW CUSTOMER ACCOUNT”, fill in all the required information (indicated with “*”) and click “Register”. You can select the latest purchase record from eGG retail stores for account binding*. Click HERE now to know more details about registration or click HERE to setup your eGGcellent Club member account!
*Remarks: Account binding shall not be amended after setup. If you choose to skip the binding, a new account will be created and you may not be able to check your past prescription record or to repurchase contact lens.
I have made purchase in eGG retail stores. How can I bind the original account to eGGcellent Club member account?
After entering your personal information, our system will pair up the account according to your mobile phone number. Please select your member account for binding* and you can check your past eyes prescriptions for future purchase of glasses, contact lens or make service appointment.
*Remarks: Account binding shall not be amended after setup. If you choose to skip the binding, a new account will be created and you may not be able to check your past prescription record or to repurchase contact lens.
May I finish the registration first and bind the member accounts later?
No. You must complete the account binding during the membership registration. If you choose to skip the binding, binding shall not be reset in the future. A new account will be created by the system and you may not be able to check your past prescription record or to repurchase contact lens.
Why more than one accounts of mine are shown during account binding?
If either you or your family member(s) have made purchase at eGG and registered by using the same mobile phone, more than one member accounts will be shown during account binding. You only need to choose one account that you would like to bind*.
*Remarks: Account binding shall not be amended after setup. If you choose to skip the binding, a new account will be created and you may not be able to check your past prescription record or to repurchase contact lens.
May I change the account bound?
No. Account can not be unbound or rebound. You need to recreate another eGGcellent Club member account to perform such action.
How to update my personal information in the account?
After you logged in to the account, you may update your information in “Account Information” at “My Account” page. If you wish to update your mobile phone number or email address, verification is needed.
How can I retrieve my password?
A link will be sent to your registered email for changing the password. The password will be changed once new password is reset.
Can I share my account with my family members?
No. Please create individual account for your family members, so their prescription records and service appointment could be saved individually. By doing so, we could provide you a more personalized purchase experience and service.
What privilege could eGGcellent Club members enjoy?
- Earn reward points when purchasing at eGG retail store and online store: $1 = 1 reward point
- Use reward point to redeem E-COUPON and a variety of products
- Receive birthday offer or exclusive member discounts
What extra functions could I enjoy after account binding?
- Check your online purchase record and order status
- Set up your own wish list
- Check your eyes and contact lens prescription
- Purchase contact lens
How to earn reward points at eGG retail store and online store?
eGGcellent Club reward point is only available at Hong Kong eGG retail store and online store. To earn reward points, you need to provide your bound phone number to our front line staff before payment at eGG retail store. You can also earn reward points by logging into your eGGcellent Club account and shop at our online store!
How to use reward points to redeem E-COUPON?
Please click here to know more about the redemption flow of E-COUPON.
About Products
Do all product enjoy warranty?
Frames - We provide a 12-month warranty for all frames and sunglasses sold at eShop. Please keep the receipt, certificate, whole sets of glasses and accessories (if any) for maintenance purposes. Customer can bring the frame and receipt to eGG retail stores for maintenance service.
Lenses - If customer chooses to have eye examination at eGG, we will offer 60-days refractive guarantee service for lenses; However, if customer provides his/her own/expired eyes prescription for lenses purchase, no guarantee service will be provided.
Can I buy lenses only?
There is no single purchase for all lenses products on eGG online store, customer must purchase the lenses with frame in one go.
I have made purchase at eGG before, can I use the past prescription for new lenses?
If customer had made purchase at eGG stores in the past 3 years, he/she can use their past prescription to order new lenses. Customer just need to enter the correct phone number in registration and select the account for binding. He/she will then be able to choose his/her past prescription by clicking "My Optometry" botton on the page of lenses purchase.
Please note that only valid prescription records within 3 years will be displayed. Records over 3 years will be hidden and cannot be selected for new order. In addition, if customer provides his/her own/expired eyes prescription for lenses purchase, all lenses will not be able to receive the 60-days refractive guarantee service.
Please be reminded that eGG will be entitled to charge an administrative fee of HK$100 for any cancellation/return request of lenses purchase.
Can product price changes be compensated?
Price of the product may change from time to time to fit in company's arrangement. No notification will be given. The price of the product will be subject to your order and payment. eGG will not make any compensation for price change.
Can the product be returned or refunded?
No return or refund will be allowed once order confirmed.
Can the product be exchanged?
According to our exchange policy, we will only accept exchange of frames and sunglasses sold at eGG online store with manufacturing defects confirmed after quality testing. We may either exchange the item or repair the defective part. Exchange will be limited to the same brand and model only, subject to stock availability. eGG has the right of final decisions on the specific approach for exchange. If customer finds out any quality problems after receiving the products, please inform our customer service department (email: [email protected]) within 7 days. Exchange request is not accepted after 7 days.
About Orders
How to check the current order status?
Customer can check their order status by clicking "My Orders" in "Account" page.
After confirming the order, can I cancel, or change the product style of the order, or change the delivery address?
All confirmed orders cannot be cancelled, changed to other colors, styles and products, or change to another delivery address.
If customer choose to pick up at eGG store, they are not allowed to change the selected store for pickup once the order is confirmed.
If customer choose to use SF Express Pickup Point, they can call SF Customer Service Department at 27300273 or email to [email protected] to change the pick up point after the order status displays as "Shipped".
About Delivery
Can the order be delivered outside Hong Kong?
No, the delivery area is limited to Hong Kong only.
How many days does it take for the product to be delivered after ordering? How long will the product be kept at pick up location?
|
|
eGG in-store pick up |
SF-Express home delivery/pickup point |
|
Single Frame, Sunglasses/ Acessories |
Ready in 3-5* working days upon order and payment completed |
|
|
Glasses Package |
Ready in 7-14* working days upon order and payment completed |
|
|
Availability for pick-up |
A “pickup notification" email will be sent after the product arrived at store Please pickup at the selected store within 1 month |
A “pickup notification" message will be sent after the product arrived at the pickup point Please pickup within the allowed period; SF Express may charge extra storage fee if pickup has not taken placed within the period |
*The actual delivery time may vary according to factors like weather (e.g. Tropical Cyclone Warning Signal No. 8 or a black rainstorm warning), holidays (e.g. Christmas, Chinese New Year and Easter), delivery location and product inventory. We cannot guarantee the exact delivery time. For remote areas, they require a longer delivery time.
Delivery method, related fee and other details
|
Delivery Method |
Service Method |
Delivery Fee |
Details |
|
Self Pick-up |
eGG in-store pick up |
Free for single order above HK$250. If the order amount is less than HK$250, HK$20 shipping fee will be charged. |
Please log in to your eGGcellent Club member account and present the order number to our shop staff for order pickup. If our shop staff is not able to verify that the person requesting for order pickup is you or your authorized representative, we reserve the right to refuse the pickup in order to protect your interests. If your selected pickup store closed due to unpredictable factors such as extreme weather condition, please kindly contact the store to reschedule your pickup. You can also contact our customer service department at 3102 3003 (Monday to Friday from 9 am to 1 pm; 2 pm to 5 pm, excluding Saturdays, Sundays and public holidays) for further arrangements. |
|
SF Store |
Free for single order above HK$300. If the order amount is less than HK$300, HK$38 shipping fee will be charged. |
Visit https://www.sf-express.com/hk/tc/dynamic_function/waybill/ and enter the waybill number order tracking. |
|
|
SF Service Center |
|||
|
SF Station |
|||
|
EF Locker |
|||
|
Home Delivery |
SF Express |
What should I do if the product is found being damaged during delivery after receiving the product?
If customer finds the product damaged after received, please notify eGG through [email protected] within 24 hours after receiving the product and we will arrange follow-up for customer.
Other notes about SF Express home delivery/pickup
Home Delivery
SF Express is our selected delivery company and it only covers industrial and commercial locations. If customer wants to deliver to residential or remote areas, an additional fees may need to be paid when receiving the products. For details, please refer to the relevant terms and conditions of SF Express (http:/ /www.sf-express.com/hk/tc/products_services/express_service/mainland_area/standard_express_service/). For the coverage of remote areas, please refer to the following website: http://www.sf-express.com/hk/tc/download/HK_RemoteArea_TC.pdf
SF Express Self-Pickup
Customer can choose to pick up at the SF Store, SF Service Center, SF Stations and EF Lockers. For detailed locations, please refer to the following website:
SF Express website: https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/
EF Locker: https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/
How to use the EF Locker?
- Touch the screen to start using EF Locker.
- Press "Pick Up” on the locker screen.
- Follow the instructions and enter the 6-digit verification code shown in the SMS.
- The corresponding grid door will open automatically.
- Take out the parcel from the locker.
- Close the locker door to complete the pickup procedure.
What should I do if the pickup code is missing or the SMS is deleted?
- Go to the locker screen, click "Pickup", and then click "Forget Pickup Code".
- Enter your registered phone number, select the audio function to retrieve the code. You can answer the audio call automatically output by EF Locker.
- Enter the 6-digit verification code provided during the call, the screen will display the relevant waybill number, then click "Pickup", and the corresponding grid door will open.
What should I do if the EF Locker is full?
eGG will not be notified when the EF Locker is full. The package will be delivered later if EF Locker is full. Please be noticed that there may be delay in the delivery time. You can track the order details on https://eflocker.com/waybill-2/, or call the SF Customer Service for enquiry: (852) 3525 0888.
