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FAQs


Orders & Shipping


Payment & Pricing


Returns & Refunds


Size & Fit


Promotions and Offers


Gift Cards & Stores







Orders & Shipping


Do I need an account to place an order?

Yes, simply create an account with easy registration. Then you can start adding your favourable pieces to cart. They will stay in cart even after log out and you can purchase them when the time fits. With the account, you can also enjoy order tracking and be the first to know exclusive promotion according to your email presence. Please note: Placing an item in your shopping cart does not reserve it at a particular price.


What locations do you ship to?

We ship worldwide. You could choose the favorable delivery options at check out. Find out more about shipping details.


Can I ship to multiple addresses?

We only ship to a single addresses per order. If you would like to ship to multiple addresses, please place one order per shipping address.


What delivery options do I have?

For Hong Kong customers, you can choose between Home Delivery, Collection at HEAVEN PLEASE Stores and Standard Pickup Location.
For overseas customers, we offer shipping to delivery address provided. Please note: We are unable to deliver to local post office boxes.

Find out more about shipping fee. 


How long does delivery take?

Once your order is confirmed, we'll dispatch it within 5-7 business days. Delivery takes 2-7 business days, depending on your location and chosen shipping method. Due to current situation, delivery may take longer time. If the order need to be arrived before or on a specific date, please inbox our Online Store Customer Service Team for special arrangement. Tracking information will be provided once parcel is dispatched. You can also follow its journey by heading to 'My Orders' in your account.


How long would pre-orders take?

Pre-orders would normally be delivered within 2 weeks. Due to current situation, it may take longer time. If so, we would have you informed. Tracking information will be provided once parcel is dispatched. You can also follow its journey by heading to 'My Orders' in your account.


How much will I be charged for shipping?

Shipping charges vary for different locations and delivery options. However, we offer free shipping for orders above a certain threshold and various free shipping promotions from time to time. To be informed about our special free shipping offer, register for our online store account and manage your email preferences under ‘My Account’. Find out more about shipping fee. 


How can I track my parcel?

As soon as your order is dispatched, tracking information will be sent to your provided email. You could also find updated delivery status by heading to in your account. 


Undeliverable Parcels?

If unable to deliver a package according to your chosen delivery option it will automatically be returned to HEAVEN PLEASE.


Can I make any changes to my order now it has been placed?

Once your order has been placed, it is not possible to amend/add any items included in the order, add any discount codes or change the recipient details or delivery address. If you have difficulties placing an order online, please contact our Online Store Customer Service Team to assist before purchase.


Are you going to have the item restocked?

You can be the first to know! To be notified if a sold-out item becomes available again, click ‘MESSAGE’ on the item’s page, specify the size and color you need. Our Online Store Customer Service Team will get in touch.


Why couldn’t I find pieces available online in stores?

All pieces at online store and physical stores are wholeheartedly curated for you by our teams. Some pieces and particular colors in our collection are only available to purchase online and are not available in any HEAVEN PLEASE stores and vice versa. Online exclusive products can only be purchased using the online checkout process.


How do I receive HEAVEN PLEASE email updates?

To be the first to hear about new arrivals and exclusive promotions by registering an account at top right corer of our homepage. You can then manage your email preferences under ‘My Account’.


Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the HEAVEN PLEASE Privacy Policy





Payment & Pricing


What payment methods do you accept?

  • Visa
  • MasterCard
  • PayPal

Please note: We only support one payment method per order. We do not accept cash on delivery or instalments as payment. 


What currencies do you accept?

Orders will be paid in Hong Kong Dollars. For you convenience, you could view products in desirable currencies by selecting from the currency list at top right corner next to the search bar. 


HEAVEN PLEASE does not convert the final payment into other currencies. An estimation in your preferred currency will be displayed at check out page. However, the actual price charged to overseas customers will be subject to the exchange rate applied by the customer's creditor debit card company. The card company or PayPal will convert the charges for you. If you have any questions about currency conversion please contact your bank or financial institution.


Pricing

Pricing may vary depends on your order location and the current promotion. Please note: Placing an item in your shopping cart does not reserve it at a particular price.





Returns & Refunds


If the item does not fit, can I exchange or refund?

We do not offer refund service. If you received product that is wrongly delivered, or with other problems caused by us, we are happy to replace, repair, or exchange goods in the case of a manufacturing fault. If the size does not fit you, we offer one-time exchange service in the condition that same style is still available in stock. In case there is lack of stock, customers can choose to exchange any other items in the same category. Price differences cannot be refunded. Find more about our return policy. 



How do I make a return?

You could choose between exchange at HEAVEN PLEASE store or by post. 


Exchange at HEAVEN PLEASE store (FREE)

Simply bring the items to our store and make the exchange.


Exchange by post (Shipper is responsible for the costs)

You will be responsible for shipping costs for the exchange. Please include a copy of the invoice or shipping confirmation email clearly showing the order ID with the item you wish to exchange in an original condition, and send to:


HEAVEN PLEASE+

Attn: Customer Exchanges

7/F, Kolling Centre, 77-79 Granville Road,

Tsim Sha Tsui, HONG KONG

+852 2311 9533





Size & Fit


Where can I find size & fit advice?

Click on ‘Size Chart’ on the item’s page to view style measurements. We also provide fit information and model measurements for each style under the ‘Size & Fit’.


How do I know which size to order?

You can find our full size guide online here which includes measurements per style and size. For selected pieces, we provide full measurements on the product page. If you are unsure, please contact our Online Store Customer Service Team who will be happy to advise you.


How do I find out more about the garment I want to buy?

We understand how important it is for a garment to fit properly, so we take time to explain a garment’s fit, style and material on each item’s page. If you do have any other questions relating to fit, materials or want specific measurements, please contact Online Store Customer Service Team who will be happy to assist you.





Promotions and Offers


Can I use my VIP discount at online store?

VIP discount is applicable at HEAVEN PLEASE physical stores only. A unique reward system with online exclusive promotions would be applied at online store. Your previous and up-coming online spendings are counted. It would be announced in mid April, stay tune! 

To be the first to hear about online exclusive promotions by registering an account at top right corer of our homepage. You can then manage your email preferences under ‘My Account’.


Where do I add my discount code?

On check out page, you will find ‘Apply A Coupon Code’ at bottom right corner above green button ‘Proceed to Checkout’. Input the code and click ‘Apply’ and you can enjoy the offer if the order matches with the offer’s terms and conditions. Please note that the system are case sensitive. Offer is only valid with discount code entered before check out. 


I input the discount code, why the promotion doesn’t apply?
If the offer doesn’t applied automatically, it could be because 

  • The upper and lower case differences of the discount code
  • The order has not met the promotion requirements
  • The selected items are not included in the promotion

If you have hesitation, please contact our Online Store Customer Service Team to assist before purchase.


I received physical store promotion information, can I use them for my online orders?

All physical store and WhatsApp exclusive offers are not applicable at online store and vice versa. To receive updated online store promotion, please register as our member and select preferable subscription options. 


Can I apply online promotion to my in store purchase?

All online store exclusive offer are not applicable at physical stores and vice versa. To receive updated online store promotion, please register as our member and select preferable subscription options. 





Gift Cards & Stores


Can I buy a gift card online?

Sure! HEAVEN PLEASE gift cards are available as HKD1000 and HKD2000 online. Currently gift cards can only be used in our Hong Kong physical stores. Find more about the best gift for your beloved.


Where can I spend my gift card?

Gift cards can be spent in any HEAVEN PLEASE physical store in Hong Kong. Gift cards cannot currently be used online. To learn more about the terms & conditions, please click here


Store Experience 

Where can I visit one of your stores? Find the list of all our stores, along with their opening hours and contact details. We hope to see you soon!