Membership & Benefits
What membership tiers and benefits are available? +
Please refer to our Membership Program page for full details.（Check here）
What offer is available for new members? +
New members can enjoy free shipping on their first order by entering the discount code “NEW” at checkout. For other member benefits, please refer to our Membership Program page.
Order Management
Do you have a physical store or pickup service? +
We currently operate online only and do not offer a physical store or self-pickup service.
Can I cancel or change my order after placing it? +
Confirmed orders cannot be cancelled. If you need to change an item, please contact our WhatsApp customer service as soon as possible before the daily order cutoff time. Changes are subject to the order’s processing and dispatch status. （WhatsApp）
What should I do if I have not received an order confirmation email? +
Please check your spam or promotional email folders and confirm that the email address entered at checkout was correct.
If payment has been completed but you still have not received a confirmation email, do not make another payment. Contact customer service with the payment time, amount and payment record so that we can check the order.
Payment
What payment methods do you accept? +
We accept Visa, Mastercard, Apple Pay, Google Pay and FPS. Available payment methods will be shown at checkout.
What should I know when paying by FPS? +
When paying by FPS, the recipient account name may appear as “Airwallex” instead of Cottea. Once payment is completed, you will receive an order confirmation email. Receiving this email means your order has been placed successfully.
Where can I enter a discount code? +
You can enter a discount code in the discount code field on the cart page or checkout page. Please refer to our Shopping Guide for detailed instructions. （Check here）
Shipping
What delivery methods and shipping fees do you offer? +
We mainly use SF Express for delivery.
Orders to Hong Kong qualify for free shipping when the order value reaches HK$149. Orders below HK$149 are charged HK$30 per kilogram.
Orders to Macau qualify for free shipping when the order value reaches HK$199. Orders below HK$199 are charged HK$40 per kilogram. Certain products may not be available for delivery to Macau due to customs restrictions.
For full details about delivery areas, shipping fees and estimated delivery times, please refer to our Shipping Policy.
When will my order be dispatched? +
Orders paid before 1:00 PM from Monday to Friday are generally dispatched on the same day or the next working day.
Orders paid after 1:00 PM on Friday, during weekends or on public holidays are generally processed from the next working day.
Actual dispatch times may vary depending on stock availability, order volume and public holiday arrangements.
Can I track my shipment after dispatch? +
Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking number. You can use this number to check the delivery status on the courier’s website. （Track your shipment with SF Express）
Can I change the delivery address or courier after placing an order? +
If you need to change the delivery address or request another courier, please contact customer service as soon as possible before the order is dispatched and provide your order number.
Changes are subject to the order’s processing status, delivery area and the courier’s arrangements. Delivery details generally cannot be changed after dispatch. （WhatsApp Chat）
How are orders and deliveries handled during severe weather? +
Order processing, dispatch and courier services may be suspended or delayed when Typhoon Signal No. 8 or above, the Black Rainstorm Warning, or other severe weather conditions are in effect.
Orders that have not yet been dispatched will generally be processed in order from the next working day after weather and traffic conditions return to normal. For parcels already handed over to the courier, the actual delivery schedule will depend on the courier’s service arrangements.
We will contact customers where an order is subject to a significant delay.
Refunds & Returns
How long does a refund take? +
Once a refund has been confirmed, it is generally returned to the original payment method within 3 to 7 working days. The actual posting time depends on the payment provider and card-issuing bank.
What should I do if I receive the wrong item in an overseas order? +
Please keep the item and its original packaging, then contact customer service with your order number and clear photos of the item received. After verification, we will arrange a refund Only.
Can overseas customers exchange an item ordered by mistake? +
Overseas orders are generally not eligible for exchange unless there is a product quality issue, an incorrect item or a missing item. Please check the product name, specifications and quantity carefully before placing your order.
What should I do if an item arrives damaged, missing or defective? +
Please keep the item, packaging and courier label, and contact customer service as soon as possible after delivery. Provide your order number, a description of the issue and clear photos.
After verification, we will arrange a replacement, refund or another appropriate solution depending on the circumstances. Please do not dispose of the item or packaging before the review is completed.
