FAQ

Personal Information

1. Q: Is my personal information safe?

A:

Yes. Please be assured that your privacy is duly protected and will not be used or sold for any purposes unrelated to processing of your order placed on Gift at Races.  For details, please refer to Clause 5 of the Terms and Conditions and HKJC’s data privacy policy.

Delivery

2. Q: Can the distribution reach other countries and regions outside of Hong Kong?

A:

Yes. We can reach most of the countries and regions outside of Hong Kong.
3. Q: How many days will it take to receive the product after an order is placed?

A:

After an order is placed successfully, we will place shipment order for your products and notify the expected delivery date to you according to the delivery address and payment time submitted by you.


If your delivery address is within HK (SAR) or Macau (SAR) regions, SF Express will serve as the courier service provider. Please click below link, and enter your waybill no. to track your order:

http://www.sf-express.com/hk/tc/

If your delivery address is outside HK (SAR) or Macau (SAR) regions, Hong Kong Post will serve as the courier service provider, please click below link, and enter your waybill no. to track your order:

https://speedpost.hongkongpost.hk/speedpost/sections/mailTracking/mailTracking.jsf



For further details, please refer to Clause 2.6 of the Terms and Conditions.

Payment

4. Q: What payment method can I use for my purchase?

A:

We accept payment processed through PayPal.


5. Q: Can I enjoy cash on delivery?

A:

Sorry. We only accept advance online payment through PayPal.

Exchange & Refund

6. Q: How long will it take to complete the refund?

A:

The money will be normally refunded to your card account within 4-7 business days after we accept and receive the product returned from you. (The actual date when the money is credited to your account shall be subjected to the business processing cycle of the bank/PayPal)


7. Q: Which account the money will be refunded to?

A:

The refund will be made to the card account which was used for your payment.
8. Q: What to do if I find that the product received is not the product I ordered after I take delivery?

A:

Please fill in the online enquiry form and our customer service staff will contact you.


9. Q: What to do if I want to exchange/ refund the product after received?

A:

Unless product itself has quality issue, products are only allowed to exchange/refund once within 14 days from the purchase. The product must be in its original condition and pre-approval by Gift at Races Online Shop is required. Products exchange/refund is required to fulfill the exchange / refund condition.

Please note that you are responsible for the shipping fee involved from exchange/return unless the product itself has quality issue. Please fill in the online enquiry form and our customer service staff will contact you.


10. Q: What are the non-refundable and non-exchangeable items?

A:

We DO NOT accept returns or exchange of certain products, including:

- Any product that has been received more than 14 days (based on the delivery record);

- Any product that has been worn, altered or washed;

- Any product not in condition that it can be sold again;

- Any item labelled as “non-exchangeable/non-returnable”;

- Products not purchased at Gift at Races Official Online Shop.