FAQ

Membership

  1. How do I update my membership information?

To update or change your personal information, please click on ‘my account’ at the top of the page.

I have forgotten my password. What should I do?

If you have an existing account with us and have forgotten your password, please click the ‘sign in / register’ link at the top of the page. Under ‘Sign in to your account’ please enter your email address, and click ‘forgotten your password?’. We will then send you an email with instructions to reset your password.

If you don’t receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at  service.hk@dollbao.com.hk so we can investigate further.

  1. I can’t log in my account. What should I do?

If you have an existing account with us and have forgotten your password, please click ‘sign in / register’ at the top of the page. Under ‘Sign in to your account’, enter your email address, then click ‘forgotten your password?’. We will then send you an email with instructions to reset your password.

If you don’t receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at service.hk@dollbao.com.hk so we can investigate further.

 

  1. Why should I set up a DollBao account?

Setting up an account with DollBao enables you to have a more personalized experience every time you shop. Signing up with us and setting up an account means that we store your delivery address details. You can also choose to receive our marketing communications, which include promotions and new product launches.

 

Delivery Questions

  1. What are your shipping rates?

We provides free shipping for orders over HK$450 (after discounted). For order less than HK$450, HK$50 delivery charge will be charged.

  1. How can I track my order?

Log in to dollbao.com.hk and you can track your orders in My Account.

  1. Do you deliver overseas?

We only provide delivery to Hong Kong currently.

4.Can I change my delivery address after I have made an order?

If an order has been processing, it would not be able to amend it, please call us or email us at service.hk@dollbao.com.hk and we will sort things out. We will process your order within 24 hours of your order.

  1. Why have I not received my order?

If your order has not been delivered by the promised delivery lead time, please email us at service.hk@dollbao.com.hk

  1. Can I ship to an address that is different from my billing address?

    Yes, that option is available during your checkout process.

  1. What do the order statuses in my account mean?

    1. Pending – we are verifying your order.
    2. Processing – we are picking your order in our warehouse.
    3. Shipped – this order is enroute to you.
    4. Completed – you have received the order.

  1. How will DollBao package my order? Will it be bubble-wrapped?

    All items will be delivered in a box or envelope.

 

Return & Exchange & Refund

  1. What is your return/exchange/refund policy?

Please refer to our Exchange policy.

  1. I have received an incorrect/missing/defective item in my order, what should I do?

We apologize for your incorrect/missing/defective item. Please email to "service.hk@dollbao.com.hk" and we will get back to you as soon as we can. We will replace the item upon return, or refund you if the item is not available.

  1. Is there a cost if I decide to return my item via courier?

If you receive an item which is damaged or defective, DollBao is happy to replace the product at our cost. The damaged item has to be returned. If you prefer not to replace it, we will refund you the balance after delivery charges.

  1. I returned some products but I have yet to receive my refund. Why?

Our refunds are processed when your items arrive back at our warehouse. After receiving the confirmation from DollBao, please allow 7-14 working days for the refund to be processed.

In the unlikely event that you haven’t received your refund within this time, please contact our customer care team by phone, from 10:00am – 6:30pm Mondays – Fridays, or email us at "service.hk@dollbao.com.hk" and we will respond to you as soon as possible.

  1. My DollBao item is faulty but I can’t find the receipt nor the proof of purchase, what should I do?

You can download your invoices by logging into your account.

 

Orders & Payment

  1. Can I call to place an order?

We don’t accept phone orders, but if you can’t find an item, our customer service representative can assist you. please contact our customer care team by phone, from 10:00am – 6:30pm Mondays – Fridays, or email us at "service.hk@dollbao.com.hk". For security purposes, we are unable to check-out the order over the phone for you.

  1. How do I know if my online order has been successful?

When you place an order on our website, you will receive an email containing your order and invoice.

  1. How can I amend or cancel my order?

We are unable to amend existing orders once they have been placed. Please cancel your current order and place a new one.

You can cancel your order by visiting your account online. Click on ‘my account’ at the top of the page. If your order status is ‘processing’, your shipment is being prepared and you will not be able to cancel. We usually process all orders within 24 hours.

Alternatively, to cancel, please contact our customer care team by phone, from 10:00am – 6:30pm Mondays – Fridays, or email us at "service.hk@dollbao.com.hk".

  1. How do I pay you?

We accept Payme, Mastercard and Visa.

  1. Why has my order been cancelled?

We apologise that your order has been cancelled, the reasons for cancellation are normally due to a payment problem, stock issue or due to a technical error on our website. Please contact our customer care team by phone, from 10:00am – 6:30pm Mondays – Fridays, or email us at "service.hk@dollbao.com.hk".

  1. Why has my order been refunded?

Please accept our apologies if this have caused any confusion. If you have any further questions about this refund, please contact us at "service.hk@dollbao.com.hk".

  1. What is the ‘Card Validation Code’ I’ve been asked for during my purchase?

The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over, and look at the signature strip. You will see some printed numbers. The last three digits are separated from the others by a space. These last three digits is your Card Validation Code.

  1. How do I use a promotion code?

In order to claim an online discount you will need to enter a promotion code on the final payment page.

  • When you go to the checkout, underneath your order summary is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.
  • If there is a promotion such as ‘buy 1 get 1 free’ your total basket will show the full amount until you get to the checkout.
  1. Why is my promotion/voucher code not working?

Each promotion code has its own terms and conditions, printed in our offer email. For full details, please refer to the terms and conditions on your promotional voucher or promotional email you have received. Some specific products, such as net priced item, may be excluded from promotion.

The most common reasons for promotion codes not working are: expired codes, non-eligible products or not hitting promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems applying your promotion code, please contact us at "service.hk@dollbao.com.hk".


     10.I do not have a credit/debit card. Can I pay via bank transfer/cash deposit/cash via mail?

Yes.

      11.How do I make an order? (Step-by-step guide)

Select the product you want and click “add to cart”. Click on the “shopping cart” at the top right hand – your full shopping basket will be displayed. Click on “check-out” at the bottom of the page. This will bring you to check-out form – you would need to enter in details such as billing, delivery and payment details.

       12.Can I change my shipping address?

You may update your address book by clicking the ‘my account’ link at the top of the page and selecting ‘address book’, from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order.

Product Enquiry

  1. How do I enquire about a product?

Please email to "service.hk@dollbao.com.hk".

 

Other Questions

  1. Do you offer home assembly service?

Sorry, this service is currently unavailable.

  1. How safe is my personal information when I become a member?

The security of your personal information is our utmost priority at DollBao. Members’ data will never be sold to or shared with third-party marketers without your permission. For more information, please refer to our Privacy Policy.

  1. How do I contact you?

You can contact our customer service team.
Hotline: 39162020
Email: service.hk@dollbao.com.hk

Our customer service hotline operates from:
Monday to Friday (10:00am to 6:30pm).
Closed on Saturday, Sunday & Public Holidays

  1. How do you prevent fraud on your website?

Our merchant bank is in accordance with the PCI DSS security standard of the PCI Standard Council. All payments undergo comprehensive risk management verification, such as 3D secure, and are processed in real time.