E-Shopping experience & process

DE BUYER HK E-Store
(operated by Hyphenea Co Ltd)

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We aim at providing you with the easiest shopping experience & cash rebate program possible through our regular promotions and exclusive offers to our clients joining our membership program. For a detailed ordering procedure, please refer to the instructions below. If you are still unclear, please contact us through our online instant customer service.

Our e-store shopping process:

1. Click the specifications of the products you like and put them in the shopping cart.
2. All offers & related discounts will be automatically calculated by our platform after you “Check Out”. The detailed list of your product, their price and discounts will be displayed on the order checkout page. Note: Special exclusive privilege members need to log in before Check Out to enjoy their privilege ◣Join Membership◥ Welcome to join us and become a De Buyer fan.
3. Select your payment method, type your full name (or full name of the person you’re sending your order to), a valid phone number (a mobile number is recommended for the shipping company to easily reach you if you’re not at home) and the address of delivery, then validate your order to send it to us. Note that if you have a delivery time requirement, write it in your order remarks.

 
Order processing & delivery time:

1. When we receive your order, our preparation team will first make sure your items are really in stock and with no damage (it can unfortunately happen that our systems indicate some stock, missing in reality or damaged during the logistics process). It’s generally done quickly after receiving your order during our working hours or in the early hours of the next working day when your order is received after our working hours. After our preparation team confirms the order, you will receive an order confirmation notification (this whole part takes from less than 1 day to 2 days, excluding holidays).
2. Your order will start being prepared and packed right after being confirmed. Depending of the time of day, the shipping company will come the same day or the day after. If, unfortunately, one product you’ve ordered is missing or damaged, we’ll contact your immediately to propose you some alternatives, a pre-sale or a refund.
3. When it is officially shipped out, you will receive a ◣shipped◥ notification. From this notification, the delivery time to Taiwan/Hong Kong and Macau is about 1~2 days, and delivery time to Singapore, Malaysia and most other parts of Asia is about 2~4 days.
4. You can log in to check anytime your ◣order / delivery status◥ and track it thanks to its tracking number and shipping company website link we provided. Send feedback

Common shopping Questions & Answers 

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Can I pre-order if I see that my favorite products are sold out?  
Yes, please contact our online customer service: we will arrange online the pre-order settings for you if not opened yet. 

Will anyone really reply to the online customer service on the homepage of the official website? How long does it usually take to reply?  
Yes, our customer service working hours starts from Monday to Friday, from 09:30 to 18:00. We will reply in the order of the messages, and it takes about 10 minutes to reply to each customer in real time. If the conversation last for more than 10 minutes we may kindly temporarily interrupt it to ensure that all other customer messages can be answered as soon as possible. Please forgive us if that cause you some inconvenience, we’ll try our best to get back to you quickly. 

If the product page shows "pre-order", when can it be shipped? Will the shipment be notified?  
The estimated shipping time will usually  be displayed on the product page information, located directly below the product name. You will receive an official ◣ Shipped◥ notification when shipping. 

If your order contains both in stock products and pre-order products, will they be shipped together or separately? 
For cross-border logistics outside of Taiwan, we usually wait for the entire order to be shipped at once. If you want some products to arrive in priority, please refer to our free shipping clause for cross-border shopping outside of Taiwan or order the products in stock separately from the products in pre-order. For consumers in Taiwan, please inform the customer service in the order remark if you wish to receive the products in stock in priority, we will evaluate whether your order can be shipped in batches. The main issue comes from the logistics costs. In order to maintain the best price for you, with the minimum delivery fees, our system calculates the cost for one delivery, all products packed together, not several deliveries separately. 

How many days does it usually take for the complete order process to receive the goods? 
For deliveries in Taiwan, after the order has been confirmed, it will usually be shipped the next day, and the required time is 2 days. However, if there are changes after the order period, such as: address / changes in your order... etc., the shipping time will be postponed according to the required operation timing. For deliveries in the rest of the world, it depends as you guess of where your country is and your country’s custom timing.  

Why the delivery only specifies the date but not the time?  
Because we entrust some well-known logistics companies for transportation, such as Taiwan Kerry Logistics, SF Express, DHL... etc. Depending of the customer's region, the logistics company will optimize its local delivery itinerary from their warehouse not from de Buyer Taiwan warehouse, and there’s not much we can do about it. It is recommended that you arrange the time slot convenient for you by contacting the forwarder’s agency of your area (we will send you the transporter name, website link with your parcel tracking number). Thank you for your understanding! 

Why is the announced discount not displayed? How do I know if the product has a discount?   
The discount is usually displayed on the checkout page. Please confirm whether you have joined our member and log in before Check Out. It is free and there is no condition to join our membership program. The exclusive members’ discount will only be displayed after you log in. 

How do I know if the product has a discount? 
Once you’re in the checkout page and not discount is displayed and the product page does not indicate any specific promotions, it really means that there’s no special offer now for that product. But keep in mind that if you’ve joined our membership program, every purchase count to get your rewards and store credits. In addition, all new members will receive 100-yuan store credit, which can be deduced from your bill up to 2% of the total purchase amount. There is no limit for Gold members to deduce their store credit.