問題

一、關於用戶
 二、關於網上購物
 三、關於訂單
 四、關於運送
 五、在線支付問題
 六、關於貨品
 七、關於退款、退貨
 八、其它問題

答案

一、關於用戶

1. 我忘記密碼了

可以按網站上的忘記密碼按鈕，並輸入您的登記電郵。輸入成功後，系統會自動電郵一封「忘記密碼通知書」到您所登記的電郵。之後，閣下只需按附在電郵裡的確認連接，系統便會自動生成一個臨時密碼。

2. 如何更改密碼？

登入網站後，按更改個人資料連接後便可更改密碼。

3. 如何更改個人資料？

登入網站後，按更改個人資料連接後便可更改個人資料。

二、關於網上購物

1. 除了商品款項或運費外，在網上購物還有其他收費嗎？

除了商品款項或運費外，一般情況下，我們沒有額外收費。

2. 除了Gopremier.com.hk外，可從哪裡購買到你們的產品？

答：多謝惠顧！你可以到我們青衣城G5舖HOSO MORE專門店、銅鑼灣 SOGO 十樓電器部、太古城中心商場地庫Apita、荃灣千色百貨 Citistore三樓家電部貴夫人專櫃購買。

辦事處址址: 香港新界葵涌和宜合道麗晶中心A座19樓1901室

辦事處服務時間：星期一至星期五上午9時半至12時半 / 下午2時至5時半
星期六上午9時半至12時半（星期日及公眾假期休息）

三關於訂單

1. 如何取消或更改訂單？

請聯絡我們的客戶服務部，電郵：cs@premier-mktg.com 或在辦公時間內致電：2743 8062。

2. 成功下訂單後，可否更改個人資料？

請聯絡我們的客戶服務部，電話：2743 8062，電郵：cs@premier-mktg.com

3. 請問貨品什麼時候送到？

一般在我們成功確認訂單後的三個工作天（本地）或七個工作天（內地）＊內會送出您的貨品，並在您的帳戶內顯示運送編號。送到內地客戶可以到順豐網站（http://www.sf-express.com/hk/tc ）查詢運送情況。如屬本地運送，則在辦公時間內，致電 2743 8062 或電郵至 cs@premier-mktg.com 查詢運送情況。

＊視乎實質訂購貨品總數，詳情請與客戶服務部聯絡。

4. 如何追蹤訂單？

如閣下是網站會員的話，登入網站後，點擊「我的訂單」便可。非會員請在辦公時間內致電2743 8062或電郵至cs@premier-mktg.com 查詢。

5. 我的訂單紀錄上有不同的訂單狀態，它們的意思是?

a、已提交－訂單已成功提交但仍未付款
b、已確認－訂單已成功確認
運送中－訂購貨品在運送途中，如要追蹤貨品，請往http://www.sf-express.com/hk/tc 並輸入運送編號即可(只限國內送貨)。本地送貨請致電客戶服務部：電話：2743 8062，電郵：cs@premier-mktg.com。

c、取消－訂單已成功取消

6. 如何查看或打印訂單發票?

登入網站後，點擊「我的訂單」連結便可。

四、關於運送

1. 請問運費是如何計算？

如購物滿＄1, 500，免費本地運送。未購滿＄1, 500則每張訂單＄80 （偏遠地區除外）。內地則按地區，貨品重量或體積計算，詳情請按此。
本地偏遠地區之運送費用：
a、馬灣＄140
b、愉景灣＄300
c、東涌＄160

2. 哪些地區是有效的送貨服務範圍呢？

可送貨的地區：香港島、九龍及新界（離島除外）
大嶼山地區: 東涌／愉景灣／赤臘角／香港迪士尼／梅窩／貝澳／長沙／塘福／石壁／昂坪／大澳、馬灣及中國內地。

3. 如何更改運送或取貨地址？

請聯絡我們的客戶服務部: 辦公室時間請致電 2743 8062，或電郵：cs@premier-mktg.com。

4. 如何查詢貨品運送狀態？

如果是本地運送，請聯絡我們的客戶服務部，辦公室時間請致電2743 8062，或電郵：cs@premier-mktg.com。如果運送目的地是內地，請登入順豐網站 http://www.sf-express.com/hk/tc 根據購物紀錄之"備註"號碼查詢。

5. 你們有哪些速遞公司可以選擇？

我們提供順豐速遞（內地）或本地快遞服務。

6. 領取貨品時需確認訂購者身份嗎？

在取貨時，請出示有效的購貨收據及身份證明文件。

7. 可以找別人代領已訂貨品嗎？

可以。在取貨前以電郵通知客戶服務部提供取貨人的個人資料，並在取貨時提供有效的購貨單據及第三者的身份證明文件作為核實用途。

8. 如果拒收貨品會怎樣？

因顧客原因拒收商品，指定地址有誤或超過郵遞公司保管期限而造成訂購商品被退回時，恕不退還運費。
本網站將會從商品貨款中扣除實際運費後再辦理商品的退款。
若實際運費金額超過顧客所訂購的商品金額時，將另外向顧客收取差額部分，敬請備悉。

9. 為何我所訂購的貨品遲遲還沒送到？

請聯絡我們客服跟進，辦公室時間請致電 2743 8062，或電郵：cs@premier-mktg.com。

10. 為何在順豐網站上查不到貨品的單號?

由於順豐更新送貨情況需要一定的時間，請於「送貨」後第二個工作日的下午從網上查詢該件的狀態。

五、在線支付問題

1. 你們接受哪些付款方法？

我們接受 Visa、Master、銀行過戶、支付寶等支付方式。

2. 如沒有信用卡，可以在網上付款嗎？

可到銀行、銀行櫃員機或網上銀行支付所需費用。如選擇到銀行櫃員機或網上銀行支付過戶，請將收據電郵至cs@premier-mktg.com 或傳真至 2743 3804，以便我們客戶服務部確認。

3. 為何我沒收到「成功付款確認信」？

我們會以「[GO PREMIER] 付款成功」作為郵件抬頭，並在成功付款後的二十四小時內寄去您的註冊電郵。如在成功付款後的二十四小時內還沒收到，請檢查你郵件的「垃圾箱」。

4. 網上使用信用卡付款安全嗎？

我們的網上付款處理經「傳款易」(PayDollar) 採用256位元SSL加密裝置及網上驗證密碼服務 (Visa驗證及MasterCard SecureCode)，令顧客購物更為放心。

5. 接受別人信用卡來支付嗎？

非常抱歉、為了保護安全交易、僅限信用卡持有者本人使用。
※　若本公司判斷為非法使用信用卡時，有可能無需事前聯絡顧客而直接取消訂單。

6. 總是無法順利完成付款。

下述情況有可能無法順利使用信用卡完成付款:
‧顧客所使用的為非可國際結算之信用卡。
‧根據顧客信用卡發卡銀行的使用條款有可能會受限，此種情況請直接聯絡您的發卡機構。

六、關於貨品 (About Products)

1. 當收到產品後，一打開，發現不是我所訂購的。

對不起，請你聯絡客戶服務部跟進，辦公室時間請致電 2743 8062，或電郵：cs@premier-mktg.com。

2. 當收到產品後，發現產品損壞。

對不起，請你聯絡客戶服務部跟進，辦公室時間請致電 2743 8062，或電郵：cs@premier-mktg.com。

3. 請問你們的保養及維修政策是怎樣的?

在一般情況下，貨品保養期為售出後的首年。

七、關於退款、退貨

1. 請問在什麼情況下才接受退款？

如貨品包裝盒完整無缺、或沒有任何拆掉的痕跡、貨品也未經使用的話，在購物起計七天內（以購物單據所顯示的日期為準），我們均接受全額退還。但若產品並非因生產問題而客戶要求退款，則需扣除來回運輸費用。

2. 如發現貨品有損壞，可以安排退貨嗎？

如發現剛收到的貨品有損壞，請在辦公時間內聯絡我們的客戶服務部電話：2743 8062 或電郵： cs@premier-mktg.com。

八、其他問題

如有其他問題歡迎在辦公時間內致電 2743 8062 或電郵 cs@premier-mktg.com 查詢。
服務時間：星期一至星期五上午9時半至12時半 / 下午2時至5時半
星期六上午9時半至12時半（星期日及公眾假期休息）

FAQ

About Users
About Online Shopping
About Orders
About Deliveries
About Online Payment
About Products
About Refund or Exchange of Goods
Others

About Users

1. I forgot my password

You can click the "forgot password" link on the website, follow the on-screen instruction and the system will automatically send a temporary password to your registered email.

2. How to change my password

After logging in to the site, click on the "change personal information" link, to change the password there.

3. How to change my personal information

After logging in to the site, click on the "change personal information" link, to change your personal information.

About Online Shopping

1. Any others fees beside shipping and product costs?

In normal situations, there is no extra charge apart from the product and shipping fees.

2. Where can I buy Premier's Product?

Thank you. You can purchase our products at G05 at Maritime Square HOSO MORE Store or Ladyship counters at 10/F Sogo, B1/F Cityplaza Apita, 3/F Tsuen Wan Citistore electrical appliances department.

Office address: Unit 1901, 19/F, Tower A, Regent Centre, 63 Wo Yi Hop Road, Kwai Chung, New Territories, Hong Kong

Office opening hours:

Mondays – Friday: 9:30am – 12:30pm / 2:00pm - 5:30pm
Saturday: 9:30am – 12:30pm , Closed in Sundays and public holiday

3. Can I check the products before buying?

You can check and buy our products at Gopremier. Our showroom is located at the center of Causeway Bay.

About Orders

1. How to change or cancel my orders?

Please contact our customer service hotline at 2743 8062 or email to cs@premier-mktg.com during opening hours and we will answer you shortly.

2. After I placed the order successfully, can I change my personal details?

Please contact our customer service hotline at 2743 8062 during office hours or email to cs@premier-mktg.com and we will answer you shortly.

3. When will I receive my ordered products?

Usually, once we confirm your payment, we will ship your products in no later than three business days* (local delivery) or in seven business days if products are delivered to mainland China. To check the delivery status to mainland China, you can go to SF Express website（http://www.sf-express.com/hk/tc） and type in the tracking code provided in the remarks field.

*It greatly depends on how many products you order. For details, please contact our customer service hotline.

4. How do I track my orders?

Please click on "my orders" link after successfully logged in or contact our customer service department at 2743 8062 or email to cs@premier-mktg.com.

5. I see different status on my orders, can you tell me that what do they mean?

a、 Pending － we received your orders but payment is pending

b、 Confirmed－ your payment and orders are well received, thank you

c、 Delivering － We are delivering your products, For Mainland China delivery, please go to SF express website if you want to track the delivery status. For local delivery please contact our customer service representative on 2743 8062, email:cs@premier-mktg.com.

d、 Cancelled－ orders are cancelled successfully.

6. How to check or print the invoices?

Please click on the "my orders" link after successfully logged in.

About Deliveries

1. How to calculate the shipping costs?

For a single order, free delivery for purchase of $1500 or above. For purchases that are below $1500HKD, $80 will be charged for each delivery location. For Mainland China delivery, please see the details below.
Here is the list of fees for shipping to remote areas:
Ma Wan: $140
Discovery Bay:＄300
Tung Chung:＄160

2. Where is the delivery service covered?

We offer delivery service to Hong Kong Island, Kowloon, New Territories except outlying Islands and Mainland China.

3. How to change shipping address or pick up address?

Please contact our customer service hotline at 2743 8062, email:cs@premier-mktg.com.

4. How do I know where are my ordered products now?

For local delivery, please contact our customer service hotline at 2743 8062, email:cs@premier-mktg.com. For delivery to Mainland China, Please go to SF express website http://www.sf-express.com/hk/tc and use the number we provide in remark field for delivery status enquiry.

5. What are the delivery services available？

We use SF express （Mainland China delivery）or courier for local delivery.

6. If I choose "self pick up", do you need to check my Hong Kong ID when I pick up by myself?

Please show your receipt and valid Hong Kong ID card when picking up the products at our showrooms.

7. Can I ask someone else to pick up the products I ordered?

Absolutely. Please email our customer service representative (email: cs@premier-mktg.com the personal details of the third party before they come to our showroom to pick up your products and also show us the valid receipt and HK ID card when they come to our showroom.

8. What if I reject receiving products upon delivery？

All the shipping fees are non-refundable if the customer provided a wrong shipping address or Go Premier shipped the product already with the delivery company and the storage period was exceeded.
In this case, we will first deduct the shipping cost, and then refund the remaining amount to the customers. If the actual shipping cost is higher than the product's selling price, we will charge the customers the differences between the actual shipping cost and the product selling price.

9. What if I have been waiting for the product delivery for a long time.

Please contact our customer service hotline at 2743 8062 or Email：cs@premier-mktg.com.

10. I can't check my products delivery status at the SF express website, Why?

While SF express takes time to update your product delivery status, we recommend you check the delivery status in the second business days after the order status shows "delivered".

About Online Payment

1. Which payment methods do you accept?

We accept Visa, Master, bank transfer and Alipay.

2. Can I still pay online if I don't have a credit card?

You can transfer the payment to our designated bank accounts at the bank counters, through ATM machines or online banking. Please retain the payment receipt and email to cs@premier-mktg.com or fax to 2743 3804 for confirmation of payment.

3. I did not receive the payment confirmation email Why？

We use "GOPREMIER - Payment Success" as the subject to send our confirmation email in 24 hours after payment is successfully made. If you don't receive it within 24 hours after payment, please check your "Bulk" or "Spam" folders in your mail boxes.

4. Is it safe to use credit cards to pay online?

Our online payment service provider is PayDollar, a leading, secure and reliable international payment service provider to
banks and online merchants since 2000. Customers' payment details are securely transmitted to the acquiring bank, card and
payment companies for real-time transaction authorisation using 256-bit Extended Validation Certificates (EV) SSL transaction encryption. PayDollar supports CVV/CVC check as well as 3-D secure authentication of Visa and MasterCard namely: Verified By Visa and MasterCard SecureCode for added security protection for both customers and merchant.

5. Do you accept to pay by others people credit card?

We are very sorry, due to security reasons; we can only accept credit card payment from the purchaser. If we suspect the card is in illegal use, we will cancel the order directly without prior notice to the purchaser.

6. The payment isn't went through successfully no matter how I try

There are situations that your payment isn't went through:
a、 The card that you are using is not widely accepted internationally;
b、 It may be bound by the terms and conditions of your issued bank. If it is the case, please contact them directly.

About Products

1. I did not order the products I received.

Sorry, please contact our customer service hotline at 2743 8062 or email: cs@premier-mktg.com.

2. The product is broken after I opened the box.

Sorry, please contact our customer service hotline at 2743 8062 or email: cs@premier-mktg.com.

3. How long are your products warranties?

Usually, our products warranty is 1 year starting from the date of purchase.

About refunds or returns

1. In what case do you accept refund?

You can return the ordered products within 7 days from the date of purchase. If the box was not opened, do not have any trace of damage and the products were not used. However, if products don't have any defects, and customers ask for refund, we may deduct the shipping cost from and to our address.

2. Can you arrange exchange of goods if found products defects after the boxes are opened?

If found products defects after you opened the box, please contact our customer service hotline at 2743 8062, email: cs@premier-mktg.com.

Others

If you have other inquiries, please contact us at 2743 8062 or email: cs@premier-mktg.com.
Our office hours is Mondays to Fridays 9:30 am – 12:30 pm, 2:00 – 5:30 pm, Saturday 9:30 – 12:30pm. Off on Sundays and public holidays.