About KLUB Points

How to earn KLUB Points?

General Members, Gold Card Members and Black Card Members are entitled to earn KLUB Points with eligible spending on each transaction of HK$50 or above at HKD in K11 Design Store eShop. Please remember to sign in your account for every transaction in order to earn KLUB points.

For details of KLUB 11 privileges and rewards of different membership ties, please visit https://klub-11.com/ for more information.

If I forgot to sign in my account during check out, what should I do?

Please contact our Customer Service at (852) 3110 5899, Whatsapp (852) 6777 2316 or e-mail to enquiry@k11designstore.com for assistance.

Delivery Services

Where do you deliver?

Currently we can deliver to commercial or residential addresses within Hong Kong SAR (excluding Discovery Bay, Ma Wan, Hong Kong International Airport and all outlying islands). Delivery service is not applicable to locations that cannot be directly accessed by courier trucks.

For international orders, please email us at enquiry@k11designstore.com to check with our personnel. Surcharge might apply based on product nature, order amount and location.

What are the delivery options?

We offer free local delivery for any purchases that total HK$500 or more.

For orders less than HK$500, the delivery fee is HK$50 per order.

Can I change the delivery address for a confirmed order?

Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact our Customer Service at (852) 3110 5899, Whatsapp (852) 6777 2316 or e-mail to enquiry@k11designstore.com for assistance.

Can I give an ATL (Authority To Leave) for my home delivery to my doorstep security/guard/concierge?

Sorry, you cannot require such an arrangement by yourself. If you wish to have ATL arrangement, please contact our Customer Service at (852) 3110 5899, Whatsapp (852) 6777 2316 or e-mail to enquiry@k11designstore.com for assistance.

What should I do if I have not received any email order confirmation or pick-up notification yet?

If you have not received the pick-up notification, you may find delivery and pick-up information in My Orders.

Payment

What are the payment methods available?

We support credit card payment of VISA, MasterCard, AlipayHK, Alipay, ExpressPay.

Is the payment secure?

Your privacy and payment security is our top concern. Please read our Privacy Policy https://www.k11designstore.com/privacypolicy.

Register

How to register?

Please click on “Login” to start the registration process. You will then be asked to “Create An Account” to fill in your details. If you were a Klub11 member, you will be asked to input your password. For new members, please input your new password to complete the registration.

How can I update my personal data/contact information?

After login, you can go to "My Account" by clicking the top right corner to edit your contact information.

How can I change password?

After login, you can go to "My Account" by clicking on the top right corner, then click “Account Information” to change your password.

What can I do if I have forgotten my password?

Click "Login" button at the top right corner, then select "Forgot Your Password?" above the "Log In" box. Fill in your register email address as instructed and press "Reset Your Password". We will send you a password reset email.

Orders

How can I add an item to the cart?

You will see different products listed on the site. Click "Add To Cart" under the product item you want to buy. You can add the item number you would like to buy in the “Quantity” box. The product will then be added to the shopping cart successfully.

How can I check my order status and previous order history?

After login, you can go to "My Orders" by clicking the top right corner to check your current order status and past orders.

Can I place an order without registration?

Yes, all you need is an email address. We recommend that you register for an account to start adding items to your Wishlist, but, you can also place orders as a guest and sign up at a time that suits you.

Can I send an order to a different delivery address?

Yes, you can change or add delivery addresses in "My Account", or you can do this at the "Delivery Address" page during checkout. You can also change your default delivery address anytime on the same page. Please note that each order can only be delivered to one single delivery address.

Products

How can I search for the products I want?

You can also search the products by typing the product name, product brand or any related tagging words of the product in the search field or click “Shop” to check product categories.

Promotions & Promotion Codes

What is Promotion Code?

K11 Design Store launches different promotions from time to time, and the promotions operate in the form of promotion code. Each promotion code carries different offer, for offer details, please refer to the terms and conditions of the related promotion.

How to use Promotion Code?

During promotion period, you can enter the promotion code during Checkout. Once the promotion code is applied, the offer will be shown in the shopping list and you can then complete the checkout procedures.

Is there any expiry period for using Promotion Code?

Each promotion code has a designated promotion period, for details, please refer to the terms and conditions of related promotion.

Technical

What browsers does K11 Design Store support?

We support the following browsers:

  • Internet Explorer 11 or above
  • Chrome 72.0 or above
  • Firefox 65.0 or above
  • Safari 12 or above

If you wish to maximize your browsing experience, we recommend you to set your browser to display at 100% for standard support.