How can a product be exchanged if it's damaged?
If a product is damaged within 14 days of collection, customers can request an exchange. They should do so through the Watsons mobile app.
What are the shipping fees for Home Delivery?
No shipping fee is charged for Home Delivery orders with a net order value over HK$399. A shipping fee of HK$45 applies if the net order value is below HK$399.
Is there a shipping fee for Click and Collect orders?
No shipping fee is charged for Click and Collect orders with a net order value over HK$50. For Octopus payments, a HK$10 shipping fee applies.
Can an order be cancelled or changed after confirmation?
Once an order is confirmed, it cannot be cancelled or modified. However, customers can change delivery details through the Watsons mobile app.
How can an order be tracked?
Customers can track their orders by logging in as a member. Go to "My Account," click on "Order History," and then click on "Track" in the Shipping Status column.
How can I use Express Delivery on the Watsons App?
You can select “Watsons Express Delivery” in the top right corner of the app to change shopping modes. At checkout, choose “Express Delivery” as your delivery option. This allows quicker order processing and delivery from your nearest Watsons store.
Why can’t I select Express Store Pickup?
You might not be able to choose this option if the products or gifts in your cart are out of stock at your nearest Watsons store. Availability depends on stock levels in the area. Choosing another store or adjusting your cart may make this option available.
What is the validity period for Watsons products?
General products usually have a validity period of at least 30 days from the shipment date. This does not apply to gifts or specially marked products. Always check the product details before purchasing if expiry dates matter to you.
Are Watsons gifts always available with my order?
Gifts are available only while supplies last. Quantities are limited and given on a first-come, first-served basis. No replacement or compensation is provided if gifts run out before processing your order.
What are the maximum payment limits for different payment methods?
Visa/MasterCard and UnionPay have a limit of HK$50,000. American Express has a limit of HK$10,000. Octopus is limited to HK$10,000, subject to the daily transaction limit. AlipayHK and Alipay limits depend on customer verification levels.