Frequently Asked Questions

How can I contact customer service?

You can click here or visit our Facebook page: Entrebox-集氣箱 to contact our customer service.

How to make a purchase?

You can visit the store to search for products that suit you. Click on the product to view detailed information, specifications, unboxing articles, and other details.
After adding the product to your shopping cart, you can click on the shopping cart icon to review or modify the contents of your cart.
After confirming, click on the checkout button. Choose the delivery method, fill in the shipping address, and then select a payment method to proceed with the checkout.

What shipping method do you support?

We support delivery through SF Express and Hongkong Post. (Only coffee bean orders can use Hongkong Post). You can also choose to pick up your order at our studio. (Address and opening hours can be found on our Contact Us page.)

What payment method do you support

We support payments via Visa and Mastercard credit cards (including Tap&Go), Faster Payment System (FPS), PayMe, Octopus, Alipay HK, WeChat Pay, and Paypal.

How to Pay with Faster Payment System (FPS)

After checkout, a QR code will be displayed on the screen.
If shopping on a mobile phone, take a screenshot of the QR code. Then, open the payment app on your phone, upload the screenshot containing the QR code on the FPS payment page. Your app will display payment details; press “confirm payment” to complete the transaction.
If shopping on a computer, scan the QR code using the payment app on your mobile phone and confirm the payment.
After completing the payment, return to our website. The page will automatically redirect after a few seconds, indicating that the payment has been confirmed.

How to Pay with PayMe

If shopping on a mobile phone, the screen will automatically redirect to the PayMe app for payment confirmation.
If shopping on a computer, scan the Pay Code using the PayMe app on your mobile phone, then confirm the payment.
After completing the payment, return to our website. The page will automatically redirect after a few seconds, indicating that the payment has been confirmed.

How to Pay with Octopus, Alipay HK, or WeChat Pay?

After checkout, you will be redirected to the payment page. The page will display our QR code, your order number, and the amount due.
If shopping using a mobile phone, please take a screenshot of the QR code. Then, open the payment application on your mobile phone, upload the screenshot containing the QR code on the payment page. Your application should display payment details; press “confirm payment” to proceed.
If shopping on a computer, scan the QR code using the payment application on your mobile phone, then confirm the payment.
After completing the payment, take a screenshot, return to our payment page, and click the “Submit screenshot” button to send your order number and screenshot via WhatsApp to our customer service.
You can close the payment page after sending the screenshot and continue browsing other pages on our website.
Our customer service will contact you as soon as they receive your message to confirm successful payment.

How can I view my order details, status, and waybill number?

You can view all your past order information, order processing status, and waybill number (if available) by visiting the “View Orders” page in your account. If you have any questions, you can contact customer service via WhatsApp by clicking the “Contact Customer Service” button.

What is the detail on waranty, returns and refunds?

Return Policy

If you discover any damage (excluding packaging) to the product within 48 hours of receiving it and the damage is not due to customer mishandling, you can contact customer service to arrange an exchange. Reports made after 48 hours will not be accepted. Please note:

The product must be in a new and unused condition. All parts and accessories provided with the product must be returned during the exchange, including manuals, certificates, labels, tags, consumables, bags, and boxes.
Whether the product is damaged will be determined by the supplier. If the product is not deemed damaged, an exchange will not be provided.
Each damaged product will only be exchanged once.

Warranty Policy

Unless otherwise stated, goods do not come with warranties.

Customers are responsible for the costs of warranties.
There is a possibility that suppliers may charge repair fees for damage caused by customers, and the decision to charge repair fees is at the supplier’s discretion.
The warranty period is calculated from the date of receipt of the goods. Please inquire with customer service for warranty terms.
After the warranty period expires, Entrebox reserves the right to refuse further warranties.

Refund Policy

Products that are in stock are not eligible for refunds after being shipped.
All ordered products are non-refundable.
Due to fees incurred through online payment systems, refund amounts will be subject to relevant transaction fees deducted.

If you have further questions, how can you contact us?

You can refer to our Contact Us page.