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FAQ

  1. Do I have to become a member to shop at Design Store online shop?

    Yes. Registration is free, fast and simple. Members will be able to receive the latest deals, news and get invites to participate in the activities or contests organized by K11 Design Store.

  2. How to create an account at Design Store online shop?

    Only need 3 simple and quick steps, you can start shopping with your account!

    • Step 1: Please click on “Login” on the top right hand corner of any page
    • Step 2: Fill in the right-hand column as requested.
    • Step 3: Click “Register".

    Registration should now be completed and you should receive a confirmation e-mail to the email address you registered with.

  3. How can I make online purchase?

    To qualify for K11 DS Online Purchase, you must make payment through the PayPal system (either through a registered PayPal Account or credit card) and provide personal information (i.e. email address, real name, phone number, billing information, delivery address and other requested information as required to process your K11 DS Online Purchase orders) which are warranted by you to be valid and accurate.

  4. What will I receive when I made an online purchase?

    Once you have entered your valid personal and payment details and placed your order to purchase (i.e. offer to purchase) item(s) on this Website (“Order”), an email will be sent to the e-mail address you provided to K11 DS confirming the receipt of your Order. Such e-mail does not constitute an acceptance of your Order.

  5. Why I did not receive Design Store email?

    The email address you provided in registration is our main way of communicating important messages to you, including any information related to your purchase orders. Please check your email settings and avoid mistakenly marking Design Store emails as spam mails. If you do not receive our emails, try checking your spam box or promotions box.

  6. Can I choose to pick up the products at Design Store Retail Shop?

    Yes, an opt to collect your Order in our physical store no earlier than 5 Working Days from the date of your receipt of the Acceptance of Order, subject to stock availability. You are advised to contact K11 DS before your personal visit to our physical store to collect your Order in order to confirm that your Order is ready for collection in our store.

    In fact, K11 DS offers free local delivery for all Orders upon any purchase of products on the Website provided that the delivery address you provide with K11 DS is an address located within Hong Kong. When your Order is accepted by K11 DS, K11 DS will provided you with an expected time frame for the delivery of your Order (generally speaking, within 7 Workings Days from the date of your receipt of the Acceptance of Order). However, the delivery of the Order will be processed by third party carriers and K11 DS does not guarantee the accuracy of the expected date of delivery.

  7. How can I cancel my order?

    If you have just placed your order but have changed your mind, please contact us as soon as possible and we'll try our best to assist you.

    You can reach us at enquiry@k11designstore.com Monday to Saturday 10am-6pm, exclude Public Holiday).

    Unfortunately, if more than two hours have passed and you have received an email saying that your "Order is On Its Way", we will not be able to accommodate any cancellation requests. Your package would have been handed over to the assigned delivery partner and we will not be able to make amendments.

  8. How to apply for a return?

    Once the Order Confirmation is delivered to the email address you provide to K11 DS, the products purchased are not refundable under any circumstances.

  9. How to apply for a return for returnable product?

    If the products are returnable and you need to return the product, you should contact us once you received the product and return the product to us within 10 days upon receiving the products. The procedures are as follows:

    1. Retain all the packing materials including original product packaging, invoice and any gifts.
    2. Contact us at enquiry@k11designstore.com to report the case.
    3. You can either
      1. Arrange a pick up time with us (Appointment should be made 24 hours in advance) or
      2. You can bring along all the stuff to store during office hours (Shop 105,110 & 111, Level 1, K11, 18 Hanoi Road, TST, Office Hours: 10:00 - 10:00 Monday to Friday)
    4. We will notify you the status of your refund as soon as we received and inspected the products.

    **If we cannot receive the products within 7 days, we reserve our right to reject your returning of the products.

    Goods must be unused, unopened and in the same condition as you received it. Please include the followings: the original packaging, tags, certificates, manufacture warranty card, instructions, gifts and all other accessories etc. Also please make sure the package is undamaged, tags are intact and attached to the item, and if any of these are damaged they are deemed to be non-returnable.

    We will arrange the refund to the credit card that you used in this purchase. However, coupon used in the purchase will not be refund or re-issued.

  10. What to do when the product is lost or damaged during delivery?

    If you did not receive your order or the products are found damaged when received, please email us to enquiry@k11designstore.com to report the case and we will process your case and update you the status as soon as possible.

    Exchanges will only be accepted for products in their original condition and the packaging of the said products and product and price tags shall remain undamaged and intact. There will be no exchange for used, altered and items specifying as non-exchangeable when you place your Order.

  11. What happens if I forget my password?

    Don’t worry, just click on “Login” on the top right hand corner of any page, and then click “Forgot Your Password?” on the login page, enter the email address you used for registration and click submit.

  12. How can I find a specific product or brand?

    If you’re searching for a product you can use the search bar at the top right hand corner of any page.

    You can also browse each category of product at the top of this page, for examples, Art, Tech, Living, Fashion, etc. You can select any type of items you want to look at.

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