FAQs

GENERAL ENQUIRIES

Q : Do you have a physical store?
A : You are welcome to visit our showroom at Tsuen Wan, where you can try on our bags, and understand more about our design and quality. You can also purchase directly from our showroom and enjoy free gift-wrapping service. Please call for appointment.

Showroom
Room 3308, 33/F, Cable TV Tower, 9 Hoi Shing Road, Tsuen Wan, N.T., Hong Kong

Opening hours
Monday to Friday: 10 am to 6 pm
Saturday: 10 am to 1 pm
Close on Sundays and public holidays

Customer Service
Hotline: +852 3572 8158
Email: customer@enjoybag.com.hk

Q : Where can I buy your products?
A : Apart from online shop and showroom, you can also find our designs at Zalora HK and Jill Scott HK retail stores.

Q : Can I pick up the goods directly from showroom?
A : Yes! By choosing self pick-up at check out, you will receive an email and an sms about pick up time and address. We accept cash, Visa/Master card and Wechat payment at showroom. Please note that unpaid goods will be reserved for you for one month upon pick-up notification.

Q : Where can I check your latest promotions and offers?
A : Welcome to subscribe our newsletters and follow us on social media platforms ( Facebook, Instagram, Wechat ) for latest promotions and offers.

Q : How to change shipping address or cancel after placing order?
A : For any change of order, please contact our customer service team by email or telephone, and we would be glad to solve your problems. Please kindly note that order details cannot be changed once goods are shipped.

DELIVERY & RETURN

Q : Do you provide free shipping to Hong Kong and Mainland China?
A : Yes, we provide free delivery to Hong Kong and Mainland China standard addresses for order over specified amount, standard delivery fee will be charged for order below amount. Once your parcel is dispatched, you will receive an email and an sms with tracking details.


Q : Do you provide international shipping?
A : • For delivery outside Hong Kong and Mainland China, customers are responsible for the shipping fees and incurred service charge.

• Shipping fees shown in check-out is for reference only. The actual fee might be varied by special conditions and customs of delivery country. We will notify customers by email the most accurate fee after receiving order.

• Please note that products ordered by customers are subject to restrictions on the import regulations of the delivery country and customer agrees to comply with all applicable entry regulations.
  (The customer understands that the import regulations or restrictions on the products ordered will change due to time and will lead to delays in delivery.)

• The customer is either responsible for the import duties and customs clearance fees and the payment of all local sales and VAT.

• Once your parcel is dispatched, you will receive an email and a sms with tracking details.

Q : Do you have free returns?
A : • You can return any non-sale goods for a refund/exchange within 14 days of purchase. (Hong Kong and Mainland China only)
• Please provide your original invoice when you return/exchange the item and make sure that goods are in re-saleable condition: unused, undamaged and with its original packaging, such as barcode stickers, dust bags and so on.
• We reserve the rights of not refunding/exchanging purchased items given that it does not meet the re-saleable condition. Goods will be returned by standard post.
• For other delivery methods, additional shipping charge might be applied to customer.
• Discount items are non-refundable.

Return procedures

• Please contact our customer service team by email or telephone for return arrangement, you will then receive a return from.
• Simply fill in the form and drop off the parcel in original packaging to any SF Express Service Center.
   Return Address: Room 3308, 33/F, Cable TV Tower, 9 Hoi Shing Road, Tsuen Wan, New Territories, Hong Kong
• You can also return the goods directly to showroom.
• Refund will be processed within 14 business days after confirming goods meet return requirement.
• The money will be refunded based on your payment method:
Paypal/Visa/Master: Money will be refunded to your Paypal or credit card accounts
Wechat pay: Money will be refunded to customer's WeChat account
Cash/Bank Transfer: Money will be refunded in crossed check and sent to customer's address

Returned goods must meet following requirements:
• Unused with its invoice and original packaging, such as barcode stickers, dust bags
• Without any man-made damage/stain/scratch.
• Non-sale products.
• Return made within 14 days since date of purchase.
• We reserve the rights of final decision.

MEMBERSHIP

Q : View More Membership Details?
A : Customer will automatically become our basic member after register at our website. Your phone number will become membership number and reference for tracking orders.

Member who purchase over HK$2,000 (accumulated), will become our Prestige member and enjoy following benefits:
- 10% off for all regular priced products
- 30% off for all regular priced products and receive a premium gift upon purchase at birthday month

Member who purchase over HK$5,000 (accumulated), will become our Platinum member and enjoy following benefits:
- 15% off for all regular priced products
- 30% off for all regular priced products and receive a premium gift upon purchase at birthday month

Please note that membership is non-transferable.

TERMS & CONDITIONS

Q : View More Terms and Conditions?
A : Welcome for visiting the website (the “Site”) of Enjoy Bag (HK) Limited. (“ENJOY!”). Access to and use of the Site and related services (collectively, the “Services”) are made available to you in accordance with the following Terms and Conditions and any other rules posted on the Site. By using the Services, such as placing orders on the Site, you are agreeing to all of the Terms Of Service. ENJOY! is a company registered in Hong Kong SAR. Our registered and correspondence address is Room 3308, 33/F., Cable TV Tower, 9 Hoi Shing Road, Tsuen Wan, N.T., Hong Kong. ENJOY! reserves the right to make changes to the Site, related policies and agreements, the Privacy Policy and this terms and conditions at any time. You are advised to check the Site from time to time to check the update or changes to the said policies and agreements, the Privacy Policy and the Terms and Conditions.

REGISTRATION
You will need to register an account to use some of the Services available to you on the Site. In registering an account you agree to provide information about yourself that is true, accurate, current, and complete in all respects. Please refer to our Privacy Policy for more information on how we use your personal data. If you are under 18, you must let your parents or guardian know about ENJOY! Privacy Policy before you register to use the Site and the Services. ENJOY! reserves the right to only accept orders from you if you are aged 18 or over.

In using the Site, you agree to accept responsibility for all activities conducted through your account. You are responsible for keeping your account and password secure. If you feel or suspect that the security of your account has been compromised or if there is unauthorised use of your account, please contact us immediately.

PROHIBITIONS AND FAILURE TO COMPLY
We may take actions against your account for activities including, but not limited to:
- Using any technology to attempt to hide the use of multiple accounts or disrupt any of our Services in any way
- Initiating communications that contain any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, profane, hateful, or racially, ethnically or otherwise objectionable material
- Advertising or sending unsolicited messages of any kind
- Impersonating others or providing any kind of false information

ENJOY! reserves the right to terminate any account at its sole discretion. We may send you an email to inform you of the termination of your account in such event.

NO COMMERCIAL USE
You cannot copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products, or services contained within this Site. You cannot use this Site, or any of its Content, to further any commercial purpose, including, but not limited to, any advertising or advertising revenue generation activity on your own Site.

ELIGIBILITY TO PURCHASE
In order to place orders with us, you must meet our conditions of eligibility:
- Be in possession of a valid credit/debit card issued by a licensed bank acceptable to ENJOY! for payment or be in possession of a valid PayPal account, unless you have opted to pay in cash on delivery
- Providing personal and payment details that are warranted by you to be both valid and accurate (email address, real name, phone number, billing information and other requested information as indicated on the Site)
- All orders are subject to stock availability and confirmation of the order price. Items in your shopping basket are not reserved and may be purchased by other customers.

PRODUCT DESCRIPTION and PRICING
ENJOY! will ensure that the Content and the product descriptions on the Site to be accurate and complete as possible. We however do not warrant that Content and product descriptions are accurate, complete, current or error-free. Pictures of the products on the site are for reference. You will not be entitled to return a product simply because it does not correspond exactly to its on-line picture.
Please contact our customer service if you feel a product offered by ENJOY! is not as described.

Prices are shown on the Site in Hong Kong Dollars (HKD)/Renminbi (RMB)/United States Dollars(USD). Prices displayed on the Site at the time your order is accepted will be honored except in the case of obvious error. Whilst we use our best to ensure that all prices appearing on the Site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we will treat the order as cancelled.

THIRD PARTY LINKS
The Site may include links to other websites or resources that are not operated or prepared by ENJOY!. We have no control over such sites and resources and we will not accept responsibility for them or be liable for any loss or damage caused or alleged to be caused by or in connection with your use of them. ENJOY! is not responsible for the content or accuracy of any off-Site pages, which include but is not limited to advertisers of the Site. Use of these external websites or resources will be at your own risk and subject to the terms of use and service contained within each of such sites.

LIABILITY
ENJOY! does not guarantee that the use of the Site and Services will be error-free or that the Site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site to ensure they have up-to-date software, including anti-virus, installed. Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, ENJOY! will always do its best to aim at maintaining its Services but will not be responsible for failing to meet any obligations in this Terms and Conditions.

You agree ENJOY! is not responsible for losses not caused by our breach or negligence, and indirect losses which are side effects of the main loss or damage and which are not reasonably foreseeable by you and us. This includes the use of the Site by any other persons using your account caused by your action or inaction.

GOVERNING LAW AND JURISDICTION
The Terms and Conditions, together with all our policies and procedures, are governed by and construed in accordance with Hong Kong SAR law. The relevant courts of Hong Kong SAR will have exclusive jurisdiction in the event of any dispute or claim associated with these Terms and Conditions.

PRIVACY POLICY

Q : Collection of Personal Information?
A : Enjoy Bag (HK) Limited. (Brand: ENJOY!) respect the privacy rights of its online visitors and recognize the importance of protecting the information collected about them. We have adopted a corporate wide Privacy Policy that guides how we collect, store and use the information that you provide us with. If you have any comments or suggestions, we would be pleased to receive them at our address or by emailing us at customer@enjoybag.com.hk.

Collection of Personal Information
ENJOY! does not sell, share or trade customers personal information collected online with third parties. Personal information collected online will only be disclosed within our corporate group for internal use only. When you create a ENJOY! account the personal information we collect may include your:
- Name 
- Delivery Address
- Email Address 
- Telephone Number  
- Mobile Number  
- Date of Birth  
- Gender

Q : Why We Collect Customer Information?
A : We collect customer information to communicate with our customers about our brand, products, services and promotions. The information including your name, mobile no., e-mail and postal address when you register. We also monitor site use and traffic patterns to improve our web site design and the products and services we offer.

Q : The Way We Use Information?
A : The information you provide will be used in some or all of the following ways:
- To deliver the products you have purchased from ENJOY!
- To update you on the delivery of the product and for customer support purposes
- To provide you with relevant product information
- To process your orders and to provide you with the services and information offered through our website and which you request
- Further, we will use the information you provide to administer your account with us; verify and carry out financial transactions in relation to payments you make online; audit the downloading of data from our website; improve the layout and/or content of the pages of our website and customize them for users; identify visitors on our website; carry out research on our users’ demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes

We may pass your name and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).
We do not share this information with outside parties or individual except to the extent necessary to complete that order. We may contact you by mail to provide you with information on new products and services or upcoming events. If you do not wish to receive such mailings, please let us know by email.

Q : Security of Your Personal Information?
A : ENJOY! ensures that all information collected will be safely and securely stored. We protect your personal information by:
-Restricting access to personal information 
- Maintaining technology products to prevent unauthorized computer access
- Securely destroying your personal information when it's no longer needed for our record retention purposes

Q : Collection of Computer Data?
A : When you visit ENJOY!, our company servers will automatically record information that your browser sends whenever you visit a website. This data may include:
-Your computer's IP address
- Browser type
- The pages within ENJOY! you visit
- The time spent on those pages, items and information searched for on our site, access times and dates, and other statistics.

This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.

Q : Changes to the Privacy Policy?
A : ENJOY! reserves the right to modify and change the Privacy Statement at any time. Any changes to this policy will be published on our site.

Q : Complaints about breeches of privacy?
A : If you are not satisfied with the way in which we handle your enquiry or complaint, please don't hesitate to contact us at customer@enjoybag.com.hk

Q : Our Commitment To Data Security?
A : ENJOY! will ensure that all personal information, including credit card details, remains private and secure. We will not rent or sell your e-mail address or personal details for any reason. We treat customer confidentiality with the highest priority.

MAINTENANCE

Q : View more maintenance details?
A : • We provide a half year of free maintenance service since the order date, including replacement of defective parts to the product, for which is under maintenance period and normal use.
• Maintenance service does not cover man-made damage and natural deterioration of leather, such as stains, rotten or natural loss of leather.
• After free maintenance period, you are welcomed to contact us regarding product repair service. Our team will evaluate product condition and propose repair fee correspondingly.
• It may take 4 to 6 weeks to complete whole product maintenance service.

PRODUCT CARE

Q : View more product care details?
A : • Keep your leather goods in dust bags when they are not in use, as to prevent damage caused by contact with other materials.
• Keep leather away from water, oil, makeup products, and permanent dyes, as to prevent discoloration or stain.
• When leather gets wet, wipe it with a dry cloth and put it dry in area without sunlight.
• Colors of leather might be transferred by frictions. Please be careful when you wear light-colored clothes.
• Please take extra care with light-colored leather goods as they are more easily stained.
• Please do not bring leather into close contact with P.V.C. or other leather products for long period of time, as to prevent discoloration. Please use appropriate leather cleaning products when you clean it.
• For stains on brushed and suede leather, please use rubber cement eraser for clean up.
• Our materials are not water-resistant unless specified on label.

PAYMENT

Q : View more payment details?
A : You can pay with below methods:
1) PayPal with Visa / MasterCard / American Express Credit card
2) WeChat Pay
3) Pay at showroom (Cash, Visa/Master Card, and Wechat pay is available)
4) Bank Transferral: (Please provide bank receipt to confirm order)

Bank: HSBC
Account Number: 124-510389-838
BIC Code: HSBCHKHHHKH
Payee: ENJOY BAG (HK) LIMITED