- What payment methods are offered?
We accept online payment via Visa and Master Credit/Debit cards issued by banks as well as Paypal.
- I do not own a debit nor credit card and I do not have a Paypal account, how else can i pay?
Should you wish to use other payment methods, kindly send us an e-mail at firstname.lastname@example.org and we will get back to you on other options.
- Is it safe to use my credit card on your site?
- What is Paypal?
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
- How do I sign up for a Paypal account?
You can sign up for a PayPal account here.
Orders & Shipping
- How do I place an order?
Ordering through our e-store couldn't be easier. Select your choice of item and the desired pack size to add to your shopping cart. Once you have completed the selection, go to Cart where you can view and/or modify your order before checking out. To place an order, click on proceed to checkout. You will need to sign in with your account details or register as our e-store user. After filling in your delivery address details, you will need to select your shipping option and will then be directed to our secure server to enter your card details. As soon as this is completed, you will receive an email confirmation and your order will be shipping out within 7 working days. Please make sure to have added our email address to your email safe list. Check your junk mail folder if you still haven't received any email confirmation from us.
- Can I order via email or phone?
Yes, you may reach us at +852 3955 9607 on Mondays - Fridays, 9am to 5pm (+08.00 GMT) or email@example.com. Please make sure to have added our email address to your email safe list. Check your junk mail folder if you still haven't received any email confirmation from us.
- Might the product I order be out of stock?
All our items listed on our website are stocked and we monitor inventory levels and update our website constantly. In the unlikely event that we are unable to supply any item, you will be contacted immediately and be informed of the potential delay. At this stage, we would always offer you the option to revise or cancel your order with provisions of a full immediate refund.
- How much do you charge for shipping?
Shipping is free for orders above $150 within Hong Kong but not available for P.O. Box or AFPN addresses. Otherwise, it is a shipping fee of $40 for orders less than $150 within Hong Kong.
- When is the delivery time I can expect to receive my order?
For Hong Kong addresses, your order will reach you within 7 working days (or whichever shipping options you choose) upon your transaction completion. You will receive a shipping confirmation email once the order has been shipped, along with a package tracking number, with which you will be able to track your order.
- Customs Taxes and Permit.
Please note the shipping rate does not include any applicable taxes and duties by customs in the country where the order is to be delivered. Your order may be eligible for import taxes. You may also be required to hold a permit to import these goods. It is your responsibility to check with your local customs authorities on the import regulations prior to placing orders. If the required permit, taxes, duties and any required documentations are not provided, Pearlie White will not entertain any request for refund.
Returns & Exchange
- Can I cancel or modify an order after it has been placed?
Once an order has been placed and payment is made, it can no longer be cancelled and no refunds can be made. Your order will be shipped as scheduled. A 20% processing fee will be charged if for some reason, we allow an order to be cancelled. If an order is cancelled due to the unavailability of goods or our inability to deliver the goods within the agreed time frame, we will refund the full amount paid.
- What if there is a problem with my order?
We will gladly replace any item that is faulty or if we shipped you a wrong item by accident. In cases of return of a faulty item, it must be returned in its original packaging with any enclosed documentation.
If something is not right, let us know immediately. Please send us an email to firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return and item replacement. Please do not return goods without first informing us, since sometimes it may be that only technical advise is needed. Should the product need to be returned, the customer will bear the returm delivery charge to Pearlie White and we will pay the delivery charge to send the item back to the customer. Be sure your package is insured and prepaid. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Goods returned should be in the same condition as when the complaint was first made or it will not be accepted for return.