Q: What can I do if the item I want is out of stock?

If a product is marked as out of stock, you can click [Notify Me] on the product detail page. We’ll notify you by email as soon as it becomes available again.

Question 1

What is the minimum purchase amount for free delivery?

Accepted Answer

Enjoy free delivery to a designated address with a minimum purchase of HK$350 on WatsMall products. For orders below HK$350, an additional delivery fee of HK$50 will apply.
(Please note: Different merchants may have different free delivery thresholds. You can check the details on the checkout or shopping cart page.)

Question 2

What delivery methods are currently available?

Accepted Answer

We currently offer home delivery only. Once your order is placed, we will deliver it to your address according to the scheduled arrangement. If your address is outside our delivery coverage, we may contact you or cancel the order.

Merchant Direct Delivery: For products marked as “Merchant Direct Delivery” (as indicated on the product page), the merchant will contact you directly to arrange delivery and deliver the item to your specified address.

Question 3

Can I choose a specific delivery date or time?

Accepted Answer

At this stage, we do not offer the option to select a specific delivery date or time. Delivery will be made within 5 working days. Delivery service hours are Monday to Saturday, 9:00 AM to 6:00 PM, excluding Sundays and public holidays (labour holidays).

For “Merchant Direct Delivery” items, the delivery arrangement will follow the schedule shown on the product page and may differ from WatsMall’s standard delivery schedule.

If you find any damage or missing items in your order, please submit a form via the “Enquiry” section under “Order History” on WatsMall. We do not accept messages relayed by delivery personnel.

Question 4

Which areas are covered by the free delivery service?

Accepted Answer

Delivery service is limited to local addresses and floors accessible by elevators. We do not offer international shipping.

Covered areas include Hong Kong Island, Kowloon, the New Territories, and designated outlying areas (Discovery Bay, Ma Wan, Tung Chung, and Hong Kong International Airport).

We are currently unable to deliver to other outlying islands (including but not limited to Lamma Island, Cheung Chau, and Peng Chau), remote areas, or restricted zones.

If the delivery location is far from where the delivery vehicle can park, an additional delivery fee may be charged. We appreciate your understanding.

Question 5

Does home delivery cover all of Hong Kong?

Accepted Answer

Delivery service is limited to local addresses only; international delivery is not available.
We currently provide home delivery to Hong Kong Island, Kowloon, the New Territories, and designated outlying areas (Discovery Bay, Ma Wan, Tung Chung, and Hong Kong International Airport).
Delivery is not available in the following areas:

Outlying islands including Cheung Chau, Lantau Island, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, and Tai O, as well as any areas where trucks are prohibited.
Locations that are not directly accessible by delivery trucks.

Question 6

Can I change the delivery address of a confirmed order?

Accepted Answer

Once an order is placed, the delivery address cannot be changed. If you need assistance, please contact our Customer Service team at 2660 6688 or email watsmallcs@aswatson.com.
Office hours: Monday to Saturday, 9:00 AM – 5:00 PM.

Question 7

How are deliveries arranged during extreme weather conditions?

Accepted Answer

When a Black Rainstorm Warning or Typhoon Signal No. 8 or above is in effect, delivery services will be suspended. Affected orders will be rescheduled to the next available delivery slot or another date, depending on delivery resources.

Question 8

Does WatsMall accept corporate orders?

Accepted Answer

For any corporate order inquiries, please contact our Customer Service team at 2660 6688 or email watsmallcs@aswatson.com.

Question 9

How do I shop on WatsMall?

Accepted Answer

Just follow these simple steps to shop and place an order on WatsMall:

Register as a member and log in to WatsMall via the website or mobile app.
Browse and select your desired products.
Click [Add to Cart] or [＋] to add items to your cart.
After shopping, click the [Cart] icon at the top right, then click [View Cart] to proceed to checkout.
On the checkout page, enter your delivery address, recipient details, and select a payment method.
Review your information and click [Confirm Payment] to complete your purchase.

Question 10

How can I add items to my Wishlist?

Accepted Answer

You can add items to your Wishlist in two ways:

On the product listing page, hover over the product image and click the ♡ icon.
On the product detail page, click [Add to Wishlist] next to the [Add to Cart] button.
To manage your Wishlist: Click [My Account] at the top right of the homepage, then select [Wishlist] to view or manage your saved items anytime.

Question 11

What can I do if the item I want is out of stock?

Accepted Answer

If a product is marked as out of stock, you can click [Notify Me] on the product detail page. We’ll notify you by email as soon as it becomes available again.

Question 12

Why is there a plastic shopping bag charge in my order?

Accepted Answer

To reduce plastic waste and promote recycling, we support the Hong Kong Government’s Plastic Shopping Bag Charging Scheme.
Starting from 31 December 2022, a minimum charge of HK$2 applies to plastic bags, including those used for fresh, frozen, or chilled food.

Question 13

Can I request not to use any plastic shopping bags when placing an order?

Accepted Answer

WatsMall advocates for environmental protection and has adopted eco-friendly packaging materials that are reusable and recyclable.
However, for health and safety reasons, plastic bags are still required for delivering fresh, frozen, or chilled food to ensure product quality.

Question 14

What do the icons in the top-left corner of a product mean?

Accepted Answer

Exclusive
Indicates the product is exclusively distributed through a special agreement with the supplier or brand owner.

Supplier Direct Delivery
Indicates the product will be delivered directly by the merchant.

Hot Item
Indicates the product is currently a best-seller.

Question 15

How should I enter the quantity for “Buy X Get X” promotions?

Accepted Answer

For a “Buy 1 Get 1 Free” offer, please enter a quantity of 2.
For a “Buy 2 Get 1 Free” offer, enter 3, and so on.
If the quantity is entered incorrectly, we will not be able to arrange any reshipment.

Question 16

Is the online payment process secure?

Accepted Answer

To ensure a safe and reliable shopping experience, our online transactions use Transport Layer Security (TLS) encryption.
All personal data, including your credit card number, name, and address, is encrypted before being transmitted over the internet to prevent unauthorized access.

Question 17

How do I know if my payment was successful?

Accepted Answer

Once your payment is successfully processed, you will be redirected to the Order Confirmation page and receive an automatic confirmation email.
You can also go to [My Account] > [Order History] to view your order details and status.