Help

Ordering
How to Order?

When you are finished with your shopping, click the“next step”button of shopping cart and fill in the information as required. At the end of the check out process, you'll see a page confirming your order. Please click the“submit order”button to complete your purchase.

Simple shopping step-by-step

 

1. Click Shopping cart 
2. Choose and add products on shopping cart
3. Enter your delivery details and select shipping method
4. Select payment method
5. Click“submit”when you finish payment method
6. Confirm your order and that's it - you've placed your order!

 

 

How to check if I succeeded my order or not?
After successfully placing an order, you will see a page thanking you for your order, together with an Order Number.“Order Confirmation”should be sent to your registered email address with all the details on. If you do not see either of these, there maybe a problem with your order. Please log in to“My Account”and click [Order History] to see if the order is there and therefore has been placed.
I do not receive“Order Confirmation”?

We are suggesting that:
1. Your order is not successfully accepted.
2. Your mail box is over in capacity.
3. You are using a wrong e-mail address for registration.
4. The mail of order confirmation is in the trash folder automatically.

If you want to confirm your registered e-mail address, please log in and check “My Account”. If you are not as the above case, please kindly contact us at customer@venergy.hk.

How to check my order history?
Please log in to“My Account”and check your [Order History]. Your last one year purchase until today will be shown. (Purchase before last year cannot be searched )

 

Can I change or cancel my order?
We are very sorry, but once your order was confirmed, you can neither change nor cancel your order.

 

Payment
What are the available methods of payment?
 
For orders deliver to Hong Kong or overseas:


Credit Card /
Paypal Account

We accept all major credit cards (VISA, MasterCard and American Express) from customers with - or without - PayPal Accounts.

To make a payment through your PayPal account, you first need to open an account with PayPal. Please visit PayPal's official website for detailed information on how to create an account and make payments.

 

 

 

 

   

 

 

Do I need a PayPal account to pay my purchases?
No. You can pay with your credit/debit card (Visa, MasterCard, and American Express) - all without having a PayPal account.

 

Is there a limit to how much I can purchase?
To protect you that we have a limit of HK$2,000 (exclude shipping charges) per order with a maximum quantity of 10 units per order. If you would like to purchase over 10 units, you can email us with your desired quantity. We will make special arrangement for you. If you are interested in buying a large number of items, or are interested in wholesale opportunities, please click here for details

 

What currency will I ultimately have to pay with?

The payment currency for credit card and PayPal will be Hong Kong Dollars or US Dollars.

 

 

What is the exchange rate?

The exchange rate is depending on the method of payment. Please contact your credit card company, PayPal for details.

※Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide. The rate used to calculate this estimate and the actual rate used when you make your purchase may differ.

 

I want to know the flow of settlement. When does Venergy.hk charge the payment?
We will charge your credit card for your order confirmation and arrange order delivery right away. For the billing date of your credit card, please contact your credit card company directly.

 

I want to change the method of payment after making an order.
We are very sorry that the method of payment cannot be changed after the order is accepted.

 

I had finished the check-out process, but I do not receive "Notification of Payment". What should I do?

 

1. The payment data from PayPal or Alipay to Venergy.hk may need maximum 2 days. The email of “Notification of Payment”from Venergy.hk to customer will be sent after the receiving the payment data, so please note that the email may be delayed.

2. The email of“Notification of Payment”may be regarded as spam mail and cannot reach to you.

 

If you have made the payment and no email received after 2 days, please kindly contact us at customer@venergy.hk

 

 

What can I do if the payment has not completed?
If you are choosing our online payment system to place your order and unable to complete your payment in time, you will still receive our“Order Confirmation”by e-mail to confirm your order, and if you would like to continue to complete your payment online, please click the payment link shown on your“Order Confirmation”email within 24 hours, otherwise, your order will be automatically cancelled, so please place your order again. You will also receive our“Notice of Order Cancellation”by e-mail to confirm your order has been cancelled.

 

Member ID
How to become a member?
To register as Venergy.hk member, all you need to provide is your name, email address, and a password of your choice. You can fill out the rest of your account information at your leisure. Once registered, you will receive an account activation email. All member information is kept private, for further details, please see our privacy policy.

 

If I forgot my member I.D. or password?
If you have forgotten your member ID, please email us at customer@venergy.hk
We will inform your ID to your registered email address. If you have forgotten your password, please click on “Login”at the right top of the page. On the Login Page, enter your Member ID, and then click on“forgot password”. Your password will be automatically sent to your registered email address.

 

How to change my registered information (address, name or email etc.)?
Please log in and click“My Account”button and it will show the new screen. You may enter new information in the field you wish to change.

 

Is it necessary to become a registered member for shopping?
It is necessary to become a registered member for purchase. Please agree our <a href="terms_con.php">Terms & Use</a> to finish the full member registration before purchase.

 

What kind of benefits can I get if I become a registered member?
Registered members can receive product message, newsletters and connect to“My Account”which includes your account information. You may edit or update this information at any time

 

Shipping
What is the method of delivery?

Local Delivery
Enjoy free delivery service for every purchase of our products over HK$300, while HK$25 will be charged for every purchase of less than HK$400. Please check our Shipping & Delivery page for more details.

Upon payment completion, products will be delivered to your designated address after 2 -3 working days during office hours.

Delivery will be made within the HKSAR region excluding Outlying islands and International Airport.

No delivery service is available during Sunday, public holiday and typhoon signal No.8 is raised or a black rainstorm warning is in effect.

Overseas Delivery
Service charge varies according to your selected delivery method and destination. You can choose either mailing by ordinary registered airmail or international express mail service (EMS) delivery, which are offered by Hong Kong Post. Please check our Shipping & Delivery page for more details.

 

What are customs duties?
Taxes charged by the destination country on incoming goods. Those rates depend on each country. Also they are varied by purchased items. Customer should be responsible for the payment of any such taxes or fees. For more information, please contact the customs office of the country you are concerned about.

 

Do I have to pay any Customs Duties & Import Tax?
All title of products will be passed to customer when order is dispatched by Venergy.hk. Venergy.hk will deliver the products according to customer’s instructions. For many international shipments you may be required to pay customs and duties, obtain certain license or apply for registration of your purchased products in your own country to receive delivery of your package. The customs charge and/ or import regulation is determined completely by the government of your country, and as such we have no control over those costs or regulations. As such, Venergy.hk will not pay, nor be held responsible, for such costs or arrange for application of import license. By continuing with you order you agree to be responsible for any customs or duties incurred as a result of your country's customs and duties regulations as well as obtaining any import registrations or license required for the products you are purchasing. If the package is rejected by the customs of your home country or otherwise and returned to Venergy.hk you will be responsible for the return shipping charges and a re-stocking fee of 20% of the total product purchase price.

 

How does my order come packaged?
Usually merchandise is packed in a water-repellent durable paper bag. We would appreciate your understanding and cooperation for simple packaging. We only use a carton case for high-volume order.