FREQUENTLY ASKED QUESTIONS
Shipping conditions (options applicable subject to availability of the following shipping services at the time of purchase):
The shipping costs are as follows:
- SF Express service to Hong Kong at a cost HKD$ 30
- SF Express service to Macau at a cost HKD$ 50
- International postage service at a cost of HKD$200-300
Items purchased from the website can be delivered international
We can indeed deliver to your hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there, in the "comments" area when you place your order so that our Customer Service can have your package delivered within the given time frame. If we are unable to deliver within this time frame, we will contact you to give you prior notice.
This service enables you to use the website to reserve a product in your chosen store.
By doing so, you can better prepare your purchase before heading to the store, where you will benefit from a personalized welcome, special advice and expertise from sales personnel.
Once you have made your order confirmation, the store will confirm the availability of the product within a day.
You will then receive a confirmation email inviting you to go to the store.
Please make the difference between the email confirming that your confirmation has been made and the email confirming your confirmation by the store.
You have 3 calendar months after receiving your confirmation email to go to the store.
After this time, your reservation will automatically be cancelled and can not be refund.
When you go to the store, don't forget to bring the following with you:
- the confirmation email
- your ID
Yes, it is possible for another person to collect your reservation for you.
To do so, they must present the reservation email and your ID.
Once you have received your confirmation email, if you change your mind, please contact the store directly by email or contact form.
Can I collect my order in a store?
You can collect products ordered in store.
You will receive an email to confirm that your order has arrived in store. You will then have 90 days to collect it.
To collect your order, please speak to a member of the sales staff when you come to the store.
When placing your order, you can designate a third party to pick up your products in store. Please state their first name and surname in the fields provided for this purpose and forward them the email informing you that your order is available in store, which will allow them to pick up your items on presentation of their ID.
Your purchases may be paid for by credit or debit card: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You must state your credit or debit card number along with its expiration date and the card security code on the page provided for this purpose.
Payments via Paypal® and Apple Pay® are accepted.
We also accept bank transfer to our BOC Bank and Payme® and FPS.
All the transactions made on the BERTH.hk website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting.
Via the Stripe's payment processing platform, the security of payments made with Visa® and Mastercard® cards is reinforced with the "Verified by Visa®" and "MasterCard® SecureCode" payment methods. You will find more information about the 3DSecure system under "What is Stripe? How can I pay using this system?".
BERTH Group Limited has also established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data by Internet to be 100% secure. Any information that you make available online can potentially be recuperated and used by third parties.
We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.
Yes, in this case please indicate the billing address associated with the card.
Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed.
A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:
- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).
- or on front, above your card number. It is made up of 4 digits (American Express, for example).
Returns and exchanges
If you wish to exchange all or part of your order or request a refund, you may return any item(s) ordered within thirty (7) calendar days of the delivery date.
Item(s) may be returned 3% of charge using our prepaid return label system.
Item(s) returned must be in their original condition (packaging, protection), and accompanied by their invoice or a copy of the invoice in the case of a partial return.
You may contact our Customer Service department who will create the return for you and provide you with both the return label and proforma by e-mail or contract form.
Particularities for gifts:
If item(s) were a gift, you may only exchange them for item(s) of the same value. Please contact our Customer Service department, who will create the return for you and provide you with both return label and proforma by e-mail.
Products purchased in an BERTH store may be exchanged in an BERTYH store within thirty (7) calendar days following the delivery date.
BERTH stores do not refund products purchased via BERTH.hkNew window.
Certain items purchased via BERTH.hk cannot be exchanged in the store; depending on the type of product and sometimes on the country of delivery, the return of these products for exchange or refund may either be initiated online via BERTH.hk or may require you to contact the BERTH Customer Service department to organize their return.
You will find the list of BERTH stores at https://samt92.sg-host.com/find-a-store/
We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our shop.