Place an order
If you are new to the online Store, we will walk you through the checkout process. Select the items you want to order and add them to your cart. On the right hand side of the page you will find a summary of the items in your cart. Review your cart and click the 'check-out now' button. If you have a Suitcase.hk ID already, please log in to your account. Once you are logged in with your Suitcase.hk ID, you can verify your order details. You will be able to make changes to your billing and shipping address, change quantities or delete items from your cart.
If you are happy with your shopping cart, click the 'Place my order' button. You may choose to pay by online credit card transaction or bank transfer. Please note we will cancel any unpaid order at the third business day. You will be provided an email confirmation with the total amount and delivery method. If you do not receive any confirmation after 1 day, please contact Suitcase.hk Representative.
Please note, do not log out of the page or use the return button while Paypal is authorizing your Credit Card as this can result in order duplication. Once the system has completed the checkout, you will receive an email containing your order details.
Order Status Update
1. Order Processing
Once you have successfully placed your order, you will receive an order acknowledgment email confirming that we have received your order. If you have not received this email after 24 hours in case of a credit/debit card order or five (5) business days after making deferred payment (whenever applicable), please contact the Suitcase.hk Customer Service team. Please note for credit/debit card orders, we may ask you to provide additional documentation before confirming your order.
2. Shipment notification
Once your order has been accepted and processed, you will receive a shipment notification email, advising you of an estimated delivery date. It will also contain information on how you can track your order online. Please note tracking information may not be available for all carriers.
3. Order Shipped
If you provided us an email, we will send you an email advising when your order should deliver. The email will be sent one day after your shipment leaves our warehouse.
4. We aim to contact you via phone or email if:
- We require further information from you to process your order
- We need to make changes to your order (e.g. availability dates, product upgrades)
- We encounter problems during delivery
- You request a change of your order
Not received email notification
Please make sure that the email address on your order is correct and that the email has not been directed to a spam folder. Your email address can be changed via our website.
Suitcase.hk Coupons are electronic discount codes which Suitcase.hk occasionally sends to registered customers who subscribe to our Store eNews. To redeeman Coupon, enter the associated claim code on the "Check-out" page when ordering online or provide it to your Suitcase.hk Store Representative agent when ordering over the phone. Please note, Coupons can be applied to another order after the order has been submitted.
Return and Exchange
Shipping order from Suitcase.hk
If for any reason you are not satisfied, you may be eligible to return or exchange an UNUSED item to our service centre within 3 calendar days after receiving the parcel.
Once you've submitted your request, you'll receive an email confirmation with details and direction. Please bring back the item(s) to our service centre with original receipt and packaging within 3 calendar days from the date we granted your request. Please use the original packaging if you are mailing back the parcel at your own cost. In case of any problems or mishandling with your return parcel, we may decline to accept it. Don't send us anything without informing us.
* If the return is solely due to satisfactory cause and not the quality of product, there may be a 5% re-packing administrative surcharge for all shipping order. Exchanging with same-price or adjusted higher-priced item is exempt from re-packing surcharge. However, you will be charged for shipping fee if you choose to re-deliver the item(s) again.
Self-pickup order from Suitcase.hk
If for any reason you are not satisfied, you may be eligible to return or exchange the item when you pickup your order at our service centre. Please note that we do not allow any return or exchange afterwards.
Voucher or Gift redemption
We do not handle any return or exchange case for voucher or gift redemption. Please contact the company who issue you the redemption letter.