FAQ

Frequently asked questions

GET HELP

The product I am interested is out of stock. is there any restocking notification service? Thankyou for chossing kwsportsonline.com. kwsportsonline.com staff will send you a email notification. However due to stock limitation, there is no guarantee that you can successfully purchase the item after receiving notification.



SHIPPING & PICK UP

SHIPPING TIME Home Delivery (Hong Kong and Macau) :When the order is placed successfully, the system will notify you the expected delivery date according to the delivery address submitted by you. S.F. Express stores (Hong Kong): The estimated delivery time of your order will be within 2-3 business days, S.F. Express stores (except for the outlying island) as the shipping method. You will receive a SMS notification when your order is ready to pick-up, please refer to the SMS for the specific information. Self pick up at store Our staff will send out notification email or contact you after placing order. Please note there will be surcharge if your addres is not commerical if use SF EXPRESS



SHIPPING RATES

Shipping Rates • If you purchase the products as a guest, orders of HK$1000 or above will be shipped for free. For orders less than HK$1000, the shipping charge is HK$28 per order. • After you have selected the delivery service during the ordering process, you can select the available shipping options and rates. • If the products are returned to us due to conflict between the delivery address and the address you filled in, no shipping charge can be refunded, but you will be issued a full refund for such products.



RETURNS AND EXCHANGE

Criteria for Accepting Returns/Exchange • we promise to provide you with a “14-day Unconditional Returns/Exchange Service” (Except designated Special Edition products. products may provide different return period, please refer to the individual terms and conditions for details.) within 14 days of your receiving your purchase (as determined by the date of signing for the purchase). You can return/replace the products you purchase. Designated Special Edition products. “Early Access” and designated Special Edition products may provide different return period, please refer to the individual terms and conditions for details.) for any reason or without any condition within 14 days of receiving you purchase (not applicable to gift-wrapping services and gift message note cards; specific marketing events are subject to related terms and conditions). Unless there is product quality problem, all products are allowed exchange only once, and the exchange must be a product of the same style and the same color. Please return your item together with the shipping slip or order form, otherwise we will not be able to process your returns/exchange.

No embroderied items or alteration items will be granted for refund.

Please make sure that the item for returning/exchange is in a condition that it can be sold again and that the original package is intact(Please ensure the shoes box is not damages or smudged).
“Returns/exchange for any reason or without any condition” are limited to the following circumstance:
• The product has any manufacturing defects;
• The color, design model and materials of product are not consistent with the description on the website;
• The product is purchased in wrong size or doesn’t fit;
• There is any problems in the shipping process;
• You dislike the product;
• You purchase a wrong product;
• You receive a product flawed or with any quality defects. Such product may be returned only in accordance with the return/ exchange procedure for defective products and will be subject to additional limitations;
• For some specific offers / promotion events, a full return & refund is required for the orders purchased during the event. You have to return all the discounted products of the purchase, partial return & refund will not be accepted. Return Process For orders deliver to Hong Kong:
If you want to return your order, please make sure that your order meets the Criteria for Accepting Returns/Exchange. You can choose the following options:
• Process your return either through our online help or our service hotline by the following steps:
1. Our Customer Service personnel will set up a return code for you.
2. Choose from one of the following ways of returning the products:
1) The products will be picked up by S.F. Express at your place (Not applicable for Outlying Islands)
2) Deliver the products personally to a S.F. Express outlet near you or to a designated convenient store to process the return (Returning products to a convenient store would require a text message from KWSPORTSONLINE.COM).
3) Send the products back to KWSPORTSONLINE.COM directly through other couriers.

Once we receive the returned products and determine that they satisfy return conditions, we will arrange the refund as per your request as soon as possible.

• Please pack and seal your return securely in an undamaged bag together with the shipping slip or order form. Affix the return code on the shipping slip, and ship the parcel to Nike’s warehouse. (Please do not pack your return in the original see-through packing bag to prevent losing the products during shipping.) For orders deliver to Macau:
If you want to return your order, please make sure that your order meets the Criteria for Accepting Returns/Exchange. You can choose the following options:

• Process your return either through our online help or our service hotline by the following steps:
1. Our Customer Service personnel will set up a return code for you.
2. Our Customer Service representative will S.F. Express to pick up the product at your place.
3. Please prepare all the required documents (such as invoice, return code and ect.).
*Please note that you have to return all the products for the orders deliver to Macau. Partial returns and refunds will not be accepted.
Once we receive the returned products and determine that they satisfy return conditions, we will arrange the refund as per your request as soon as possible.

• Please pack and seal your return securely in an undamaged bag together with the shipping slip or order form. Affix the return code on the shipping slip, and ship the parcel to KWSPORTSONLINE.COM warehouse. (Please do not pack your return in the original see-through packing bag to prevent losing the products during shipping.) Product Exchange Process(Only applicable to orders deliver to Hong Kong) For product exchange, please follow these steps within 14 days of receiving the products

* When sending back the products to be replaced, it is necessary to write the replace order number on a piece of paper along with the package, or else you would have the sole responsibility of bearing the risk of product exchange. Please click here for information on shipment fees related to product exchange.

* The new exchanged item will be sent to the delivery address on the original order; if there is any change, please select the new delivery method and address when submitting the product exchange application.

* *If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.


Refund Process • If you paid for the products online, the refund will be paid to your account within 4-7 business days upon our receipt of the returned products. （Actual receipt date is subject to the process period of the relevant bank/Alipay）
• If you paid for the products by cash(only applicable to the orders deliver to Hong Kong), and you would like to arrange return and refund, you need to provide a personal bank account opened with
a Hong Kong local bank, in order for us to timely proceed with the refund. Our customer service staff will contact you to provide assistance for specific matters in this regard. Returns/Exchange Shipping Fees For orders deliver to Hong Kong: KWSPORTS will not accept any package without prepaid postage , if we receive any unpaid postage , the postage will be deducted from the amount you wish to refund. Reasons for Unacceptable Returns/Exchange Under the following circumstances, we will not be able to process your returns/exchange :
• Products not meeting the criteria for “14-day Unconditional Returns/Exchange ” or “7-day Unconditional Returns/Exchange ”
• Products that have been improperly used, including without limitation, having touched extremely damp objects, chemicals, gasoline, paint, detergent, solvent, or cooking oil, or having been overheated
• Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear
• Damaged products due to use for longer than service life
• Damaged products due to improper wash
• Products with color fading due to display
• Products with unclean appearance
• Non-Nike products
• Products not sold kwsportsonline.com KWSPORTS reserve the rights to reject any package which doesnt fit the criteria.



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