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FAQ



General

  1. Where is your store located?
  2. Currently, we only offer online shop in Hong Kong. Physical store is not available. Please visit www.owtelstore.com
  3. Can I be a seller?
  4. For inquiring about selling on OWTEL Store, please click here
  5. Do you have sales, promotions or freebies?
  6. Please visit www.owtelstore.com and OWTEL Store Facebook Page to find Deals of the day/ Best Seller/ Kata's weekend sales or other sales and promotions.

Login

  1. How can I register?
    1. Click the icon besides “Hello, Guest” on the top right hand side of the page.
    2. Click “Create your OWTEL Store account”.
    3. Enter the information required.
    4. Click “Create your OWTEL Store account”.
    5. An email notification will be sent to your registered email account.
  2. What can I do if I forgot my password?
    1. Click “Forgot password”.
    2. Enter the email address.
    3. Click “Retrieve Password”.
    4. Open your email and click the link to confirm changing account password.

Order

  1. How can I make online purchases?
    1. Browse and choose your need.
    2. Select the quantity and color.
    3. Add items to the cart.
    4. Log in or create an account.
    5. Click “Proceed to Check Out".
    6. Enter and confirm the delivery details.
    7. Enter Remarks about your order (if any).
    8. Choose a shipping method.
    9. Choose your preferred payment method.
    10. When you see a thank you page, it means you have successfully made the purchase! You will also receive an email notification.
  2. How can I know my order status?
  3. You can check order steps online as following:

    1. Login your personal account.
    2. Go to “My account”.
    3. Click “Order History and Details”.
    4. Find and click to expand the related order record.
    5. Roll down to check updates under “Order Status”.

    For description of order status, please click here

  4. How can I change or cancel my order after the order is confirmed?
  5. After the payment is confirmed, customer cannot make any changes by themselves on customer interface. Please contact our hotline on 2150 5198 as soon as possible. Once arranged delivery, your request of change may not be accepted.
  6. After confirmed the order, I get to a page shows “Cart cannot be loaded or an order has already been placed using this cart”, what should I do?
  7. You can go to your account management page and open “ORDER HISTORY AND DETAILS” to confirm your orders. Any problem, please contact our hotline on 2150 5198.

Payment

  1. What currency does the price display in?
  2. HK dollars.
  3. What payment channel can I choose?
  4. We now offer you two payment options as following:

    • Paid by Credit Cards via PayPal
    • PayPal Balance
  5. Is it support payment by installment?
  6. We regret to inform you that we currently do not offer purchasing by installments on OWTEL Store online shop. However, you can apply for installment if you bought the products in OWTEL Stores retail shop.
  7. Are there any additional fee would be charged by using PayPal/ credit cards?
  8. Buyers would not be charged processing fee or handling fee by using PayPal / credit cards.
  9. Is it safe to use my credit card on OWTEL Store?
  10. Yes, absolutely safe. We cooperate with PayPal, an famous and reliable online third-party payments system for enabling buyers and businesses to perform transactions online. PayPal have advanced and complete security system. It combines real-time world-class anti-fraud detection with 24 hours account monitoring to keep you safer. If you want to know more about how your personal information can be protected, please visit PayPal Official Website.
  11. How can I know the payment went through successfully?
  12. You can see a thank you page after finished purchase, which means the online payment went through successfully. An email notification will be sent to your registered email account. Also, you can find the related orders and check order status in “ORDER HISTORY AND DETAILS” page.

Return

  1. Are there any conditions of return request?
  2. Yes. The table below shows the appropriate condition of return products:

    x: Not Required | ✓: Required

    Return ReasonsYOUR RETURN MUST BE :
    Sealed conditionNot UsedComplete(with all free gifts, accessories, original packing)Official invoice attachedTags & labels attachedCan be turned on and IMEI* can be shown( for Mobile)
    Damaged on arrivalxx
    Wrong item delivered
    Wrong address delivered
    Missing parts / Itemsxx
    Change of mind

    * IMEI: International Mobile Equipment Identity

    Return Request are only accepted within 7 days since the shipment date.

    For more information, please click here.

  3. Are all kinds of products can be returned?
  4. No. Due to related policies, hygiene concerns and suppliers' requests, certain items and brands are non-returnable, non-exchangeable and non-refundable, as listed as below:

    • All Headsets
    • All Speakers
    • All beauty products
  5. How to request return?
    1. Login your personal account.
    2. Go to “My account”.
    3. Click “Returns Manager”.
    4. Find the related order record and click “Return”.

      (“Return” button cannot be activated before the success shipment or over 7 days since the shipment date)

    5. Read and agree related Terms & Conditions.
    6. Choose “Exchange” or “Refund”. (The decision made by OWTEL Store shall be final)
    7. Fill in and submit online form.
    8. If Return request is successfully created, you will receive an email notification with related “Return Form” in PDF attached. You can also find the download link under “Return History”.
    9. Follow the guideline on the Return Form to prepare your return parcel.
    10. Ship the parcel.
  6. How can I know the status of my return?
  7. You can check the related return status, refund method and the details of the exchange products assigned under “Order Status” in “Order History and Details” Page.
  8. How long will it take to process my return request?
  9. After the courier has received your parcel, it can takes up to 1 – 2 business days for us to receive your return. We will verify the return product(s) and further processed the return request in 3 – 5 business days after we received.

  10. How long can I get back the refund?
  11. For orders paid by credit card/ PayPal Balance, the actual time for the refund is varied by the processing time of your credit card companies and PayPal (about 7-30 days).

After-sales services

  1. Do you provide maintenance service?
  2. OWTEL Store does not provide maintenance service, please contact the related manufacturers or distributors. For Kata product(s), please bring along with your product(s) with original packing and the official receipt to visit 10/F., Fook Hong Industrial Building, No.19 Sheung Yuet Road., Kowloon Bay, Hong Kong.
  3. How can I give my feedback and review to the product(s)?
  4. You can leave comment on the bottom of every product page or OWTEL Store Facebook Page.

Privacy

  1. Do you keep my credit card details?
  2. No, OWTEL Store DOES NOT store your credit card details on our servers.
  3. Will any third parties get my personal information?
  4. We do not sell or rent your personal information to third parties for their marketing purposes without your explicit consent.

Contact

  1. What can I do if I forgot my password?
  2. For further questions or concerns, customers can reach us via the channel below.

    Customer service officer will reply you as soon as possible in one working day.

Need Help

For enquiries please contact: [email protected]

Copyright © OWTEL Store 2016 | All Rights Reserved | Terms & Conditions

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