General Information
How do I track my order status?
We will send you an Order Confirmation email with updates order status. Also you can check for your information by “My Order”. If you are not registered, click on the “Tracking Information” link in the Email for details.
What do the order statuses mean?
- Pending Payment: Your payment was unsuccessful
- Processing: Payment is completed and your order is in progress
- Shipped: Your parcel has been sent out
- In-Delivery: Your parcel has been passed to courier
- Completed: Order completed
I forgot my password, what should I do?
You can click “Forgot Your Password?” in the “Login” page to reset your password.
How to check the order number?
We will send you an Order Confirmation email with updates order status. Also you can check for your Order Number by “My Order”. If you are not registered, click on the “Tracking Information” link in the Email for details.
Is product the same across the product image shown in online shop?
The product color might be slightly different due to the shooting lighting or the screen display color. Or you are welcomed to visit our physical stores to know more.
Why the purchase price of the product is different from the price shown on the product’s price tag?
The purchase price of the product may vary according to the discount or promotion ongoing at the time of purchase. The price displayed by the system at the time of purchase shall be the final price.
Is product price the same in online shop and physical store?
The product retail price is the same, but some discount or promotion may be online exclusive or physical store exclusive, please refer to the terms and conditions for details.
Delivery and Shipping
How long it takes for the delivery?
We will ship your parcel in 3 to 7 days. During sale period, the delivery may take a bit longer than usual. Your parcel may be sent in split orders depending on the stock availability. If the order status remains unchanged or you have not received all purchased items for over 7 days, it is suggested to contact our Customer Service Team (eshophk@6ixty8ight.com) and they will check the order status for you.
Can I pick up my order at offline stores?
For online orders made via official website, only delivery service is provided at the moment. If you wish to pick up your order at offline stores, please download our 6IXTY8IGHT APP to enjoy the service. Store pick-up service is now available at over 25 stores in Hong Kong.
Can I enjoy delivery service if I purchase at offline stores?
Delivery service is not available at all 6IXTY8IGHT offline stores.
What happens if I missed my delivery?
Your parcel will be returned to our stores if we cannot reach you for 2 times and your order will be canceled. But we'd be more than happy to redeliver your order. Please contact our Customer Service Team (eshophk@6ixty8ight.com) if you missed the delivery.
Can I send my parcel to SF Store or EF Locker Locations?
Yes, please fill in both the code and address of SF Store or EF Locker in delivery address for arrangement. Any charge incurred due to overdue pickup shall be responsible by customer.
Can I request for my parcel to be left outside my residence, if there is no one home to accept my delivery?
Courier will call you before the delivery. To make sure your parcel reach you safely, signature confirmation is required upon delivery. We do not suggest leaving your parcel unattended outside your residence.
How do I change my delivery information?
You can contact our Customer Service Team (eshophk@6ixty8ight.com) for changing address or contact information. But it cannot be changed when the order status is SHIPPED.
Exchange and Return
I have changed my mind. Can I cancel the order?
You can apply for return when the order is in completed status. Return will be accepted within 30 days of purchase with the sales receipt. Items must be in the original selling condition with all tags and packaging (if any) intact. Please refer to our Return Policy for more details.
Can I exchange for another size?
For items purchased online, only refund service is available at the moment. You can apply for return if the item does not fit you. Return will be accepted within 30 days of purchase with the sales receipt and items must be in the original selling condition with all tags and packaging (if any) intact. Please refer to our Return Policy for more details.
Can I return with price tag cut off or without price tag?
Items must be in the original condition with all tags and packaging (if any) intact. Returned goods with price tag cut off or without price tag will not be accepted.
I received a defective item / wrong item, what should I do?
We apologize for making the mistakes. Please contact our Customer Service Team (eshophk@6ixty8ight.com) for handling. You may need to provide below information in order to follow up your order. Our Customer Service Team will get back to you as soon as possible and assist you with an exchange.
Your Order ID (e.g echk4000000408)
The model no. of the defected item (e.g 8F9TP07624E21)
Photo(s) that can clearly reflect the product’s status
Who will bear the cost for returns?
The cost will be borne by customer if customer decided to return the items by post. You may also return the items to any 6IXTY8IGHT offline stores (excluding Department Store Counter) in the district/region that you made the online order.
Where should I return the items to?
After submitting the refund application online, please return the items with the information of order number, name and phone number to any 6IXTY8IGHT offline stores (excluding Department Store Counter) in the district/region that you made the online order. Or you can ship to below location with order information.
6IXTY8IGHT Sim City Store
Address: Shop Nos. 4-5 Ground Floor & Shop Nos. 2-3 Basement Floor, Sim City, Chung Kiu Commercial Building, Mos. 47-51 shantung Street, Mongkok, Kowloon, Hong Kong
Tel: 852-2362-8033