- ALL FAQS
(except for public holidays)
Why do I need to reset my password?
- In order to improve the shopping experience, the Cath Kidston online store system has been upgraded and maintained. Member need to reset password to experience the brand new shopping service.
Can I use my current password when reset my password?
- Yes, you can use the current password.
Can I choose to re-register my account other than resetting my password?
- The email address of the old registered account are no longer be used to register for a new account. If it is necessary to re-register, please use an email address which haven't used for registration before.
How to reset my password?
- 1.Go to Login page and click "Reset Your Password?"
- 2.Enter your registered email address and click SEND.
- 3.Go to your email inbox and find an email from us with the subject “Reset Cath Kidston Online Store Password Request”. Tip: Please check your junk/spam folders or any other filtered folders if you couldn’t find it in inbox.
- 4.Click the "Reset My Password" in the email.
- 5.Fill in your new password in both fields and click SEND.
- 6.Go back to the Login page and log in with the email address and the new password.
Why is the item I want to buy not available?
- Thank you for visiting CATHKIDSTON.HK. If you cannot find certain products, or cannot order a product in a specific style/size, please return to our website from time to time as we replenish our stock frequently.
- • “Coming Soon” products are previews of styles and colors that will be launched soon.
- • “Out of Stock” products are not available for purchase at the moment, but will likely be in stock shortly. Select ‘receive notification’ on the product page to and we will email you when in stock.
In which situation will a product be shown as “Out of Stock”?
- There are certain conditions that an item will be marked “Out of Stock”:
- • The product you choose is not available for sale anymore.
- • The available size/ color of the product is sold out when you place the product in the shopping bag.
- • If the product is sold out after you have paid for the order, which is very rare, we will send you an email explaining the condition. You will not be charged in this case. While for other products that are available in your order, we will follow the general order processing procedures for delivery. Please contact our Customer Service if you have inquiries.
How do I track the current status of my order?
- •If you purchased as member, you may inquire about the order status after logging in the website and navigating to “Order History” inside "My Account" at the top of the page.
- •If you purchased as guest, please click “Order Status” on the top left corner of the webpage. Type in the Order ID and E-mail then click “Continue”.
Why am I unable to purchase an order after canceling a previous order?
- CATHKIDSTON.HK will automatically invalidate the overdue order in the following conditions:
- • If the payment of an order is not settled within 2 hours.
- • If a customer places orders repeatedly without making any payment. CATHKIDSTON.HK has reasons to believe that such customer maliciously possesses products, then CATHKIDSTON.HK has the right to cancel the unpaid order placed by such customer.
Can I change the shipping address of an order?
- • If an order is placed, we are not able to change the address, please contact our online Customer Service in this case.
What happens if I submit duplicate orders?
- Please contact our online Customer Service for assistance.
Delivery Methods & Timeline
How many days after placing my order will I receive my items?
- • Delivery:
- Order will be delivered within 2 – 4 working days after we have received you order (except Saturdays, Sundays and public holidays).
- • Self pick-up at S.F. Express Self Collection Point:
- Order will be available for pick-up at S.F Express Self Collection Point within 2 – 4 working days. You will receive a SMS notification form Cath Kidston when your order is ready for pick-up.
Do you ship to other countries or areas outside of Hong Kong?
- Sorry that at this moment, we provide only delivery service within all areas in Hong Kong.
How do I pick up my items from SF Express Self Collection Point?
- • If you have already made the payment online, please go to the designated SF Express store and show them the SMS notification you received for pick-up. You can then sign and receive the package after your delivery number and name has been confirmed.
- • If you are entrusting someone else to pick up your delivery for you, they must display the SMS notification message and give your name to the SF Express store staff before taking the order.
What happens if I don’t pick up my order before the deadline?
- If you fail to receive the SMS notification, it is probably because the mobile signal is weak, the memory space of your mobile phone is insufficient, or the mobile phone is preset to reject advertisement messages, please contact your telecom service provider for help.
- You can also log in your account and select “Order History” to inquire about the progress of delivery of order or contact our Online Customer Service for assistance.
Can I change my selected delivery method?
- We are sorry that we do not provide such service after you have placed your order. In this case, please contact our Online Customer Service for assistance.
What is the latest time that a door-to-door delivery can be made?
- The regular delivery time of S.F. Express is 19:00. In case of any special situation, you can call S.F. Express to reserve a time. The delivery can be made at 21:00 at the latest. Service hotline of S.F. Express: (852) 2730 0273
What happens if I do not receive a "Pick-up Notification" SMS text?
- If you fail to receive the SMS notification, it is probably because the mobile signal is weak, the memory space of your mobile phone is insufficient, or the mobile phone is preset to reject advertisement messages, please contact your telecom service provider for help. You can also log in your account and select “Order Status” to inquire about the progress of delivery of the order or contact our Online Customer Service for assistance.
Why did I receive another "Pick-up Reminder" SMS text after I have already collected my items?
- The SMS notification is scheduled and sent automatically by the system. If you have already picked up the product, please ignore the message.
When I went to pick up my package from SF Express store, the staff informed me that they did not have it. What should I do?
- Please contact our Online Customer Service for assistance as soon as possible.
How long does it take for a refund to be processed?
- Payment made online by credit card will generally take 4-7 business days upon our receipt of the returned products for the refund. (Actual receipt date is subject to the process period of the relevant bank/payment gateway）
Can my pending refund be directly credited against a new order?
- Sorry, your refund cannot be used to offset against a new order. Please wait for the refund to be credited to your card or account.
The items I received in are different from my order description. What should I do?
- You can either reject or receive the order and contact our Online Customer Service for assistance.
Which account will my payment be refunded to?
- • If the payment is paid by credit card online, the refund will be made to the account used for your payment.
Am I still entitled to the 14-day Unconditional Return privilege if I purchase merchandise at Cath Kidston’s directly operated stores?
- The 14-day Unconditional Return is only applicable at CATHKIDSTON.HK. Purchase at Cath Kidston retail concept stores are subject to a 14 day (conditional) return policy.For any disputes, Swire Resources Limited reserves the right of final decisions.
How to update Membership Information?
- • If you need to update your personal information, please click "Login", then enter your login information. After log-in, please go to “My Account "--> "Personal Data" to update your personal information, then click "Save".
How to check my order history?
- Track Orders
- • If you are placing the order as guest, please click “Order Status” at the upper left corner, then fill in “Order ID” and “E-mail” and click “Continue” for you order information,.
- • If you are placing the order as member, please log-in your account and click "Order History” at the upper right corner to check the status of your orders.
Is my membership information secure?
- Your privacy is strictly protected. We will not disclose any of your information to the third parties or use for any other purposes other than order processing.
For any disputes, Swire Resources Limited reserves the right of final decisions.