常見問題

你好，TLive將會致力為您解決問題。

 

▌「TLive」新手入門
 

Q1/ 什麼是「TLive」？ 

「TLive」一站式的網購服務平台，精選過百款產品，生活百貨、家品雜貨、美妝護理，應有盡有！

 

Q2/ 如何透過「TLive」網購？

到TLive首頁瀏覽選取心水產品，選好後將心水產品加入購物車，可到另一商店繼續購物或直接前往購物車進行結算，輸入收貨人地址、姓名及聯絡電話後即可提交訂單付款，然後輸入付款資料後即可。

 

Q3/ 我想了解更多產品資訊，可以從哪裡查看？ 

商品說明頁面上會列明該商品的詳細訊息。如您對貨品有任何查詢，可以向我們提供貨品的資料，以便我們聯絡有關商戶解答您的查詢。

 

Q4/ 平行進口貨跟在香港購買的有所不同？

由於 「TLive」商戶的平行進口貨品是由全球多個國家直接運送到香港，貨品包裝、產品標籤、保養條款等都可能和香港本地版本略有不同，一切以「TLive」平台商戶的商品描述內容為準。 

我們承諾只銷售百分百原廠正貨商品，如您發現訂購之貨品或 「TLive」網頁展示的照片為懷疑偽冒產品，或您的產品尚未授權但正在 「TLive」發售，可電郵提供以下資料給我們，我們會盡快跟進：

電郵標題：偽冒產品回報｜（產品名字）

電郵內容：請附上

　　１.產品名稱

       ２.產品頁的截圖

　　３.你的姓名及聯絡方法（電話/電郵）

　　４.內容注明有關詳情

電郵至：info@@techture.com　

 

Q5/ 我選擇好想要買的產品在購物車了！應該如何付款？

在「TLive」的網購過程中，可以使用「八達通」及「PayPal」作支付方式。 透過「PayPal」，您可以使用VISA﹑MasterCard﹑美國運通America Express 等。TLive 明白平台會員有不同的需要並會致力開發更多支付方式，希望在未來日子能提供予平台會員使用。

 

▌有關訂單的常見問題
 

Q6/ 若有「TLive」的交易訂單問題應該怎麼辦？ 

「TLive」所列出的商品由各合作商戶提供，相關商品內容、價格、圖片資料及商品寄送等均由各合作商戶負責提供及處理。若有訂單相關問題，歡迎在下單前或下單後的14個工作天內聯絡我們，我們會盡快為你跟進。

  

Q7/ 訂購時忘了加購商品，請問可以再追加嗎？

如是未完成付款訂單，請重新訂購即可。

如是已付款完成訂單，由於訂單成立後無法變更內容，請恕無法再行追加，歡迎另行添購。

 

Q8/ 如何更改或取消訂單？

由於訂單在確認後會立即進入自動化的物流程序，系統會即時發送訂單資料予貨品的所屬商戶作備貨及出貨，因此在已確認訂單中作臨時的更改，可能造成物流紀錄有差異而影響派送安排。故此，請恕我們未能取消或更改任何已確定的訂單，請閣下理解及體諒。

 

Q9/ 收貨時發現商品已損壞或錯漏，該怎麼辦？
一般情況下，商戶接受在商品交收日起的7天退換期內因商品瑕疵或損壞而要求的退換貨申請，詳情可參考產品頁的保養詳情。

至於任何因個人因素而引致的退換貨或退款申請，則暫時未能接納，請見諒。

 

Q10/ 訂單在如何情況下能進行退款？

訂單一般情況下未能進行退款，惟若商戶方面未能提供有關產品／服務時方可安排退款，詳情請向我們查詢。

 

Q11/ 相關退款的轉帳方式會是？

我們會退回有關款項到你原有的付款方式，退回的款項總額會是根據你下單時的該商品價格而決定。
 

Q12/ 退款需要多久才會退回給我的帳戶？

我們接受你的退貨申請後，將在十四至九十個工作天內處理退款金額，退回的款項是根據你下單時的該商品的價值而決定，實際需時根據不同銀行服務慣例可能有別。

如90個工作天仍未有退回，歡迎透過以下連結Whatsapp聯絡我們：https://api.whatsapp.com/send?phone=85268899508。

請提供以下資料，以便我們盡快為你跟進：

1. 姓名

2. 下單時填寫的電話號碼 

3. 下單時間

 

 

▌有關訂單運送

 

Q13/ 有關  送貨商品：

大部份商品將被安排由商戶安排的速遞公司照閣下所填寫送遞資料，於下單後4-6個工作天內送出。一般情況下，商戶發送後不會作出另行通知，實際出貨日期及時間由速遞公司全權負責。 詳情請參閱產品頁的送貨安排詳情為準。每個商戶都可能有不同的送貨日期和時間，請在產品說明頁上查看相關的派送詳情。 

 

Q14/ 有關  自取商品：

如是到店自取產品，詳情請參閱產品頁的自取安排詳情為準。每個商戶都可能有不同的自取日期和時間，請在產品說明頁上查看相關的取貨詳情。 

 

Q15/ 我可以更改我的訂單在由我指定的日期／地點，交收／送貨嗎？

由於訂單在確認後會立即進入自動化的物流程序，系統會即時發送訂單資料予貨品的所屬商戶作備貨及出貨，因此在已確認訂單中作臨時的更改，可能造成物流紀錄有差異而影響派送安排。故此，請恕我們未能取消或更改任何已確定的訂單，請閣下理解及體諒。

Q16/ 有關 收貨期限：

當商戶發貨到您的地址後，請於指定時間內簽收。如未能於指定時間內簽收，速遞公司可能會收取附加保管費用。其後，商品會安排退回商戶貨倉並取消訂單，我們會退回有關款項到你原有的付款方式，退回的款項總額會是根據你下單時的該商品價格而決定。

 

▌有關「MTR」積分兌換

 

▌賺取MTR分

 

Q17/ 什麼是「MTR分」？

「MTR分」是結合交通、商場及購物的獎賞計劃，MTR Mobile登記用戶可以透過乘搭港鐵、到指定港鐵商場及港鐵車站的參與商戶消費滿指定金額，或購買車票及港鐵精品累積獎分，再用獎分換取免費車程及其他禮遇，詳情請瀏覽MTR Mobile網站：https://www.mtr.com.hk/mtrmobile/ch/mtrpoints/earn/ 

 

Q18/ 如何透過「TLive」獲得MTR分？

只須於進行付款前連結您的MTR Mobile有效登記賬戶，每HK$1「TLive」消費可獲享1 MTR分。

 

Q19/ 如何查看MTR分？

可於MTR Mobile 應用程式主頁查看，登記用戶名稱下方的數字便是你的MTR分最新結餘。

 

Q20/ MTR分是即時到賬的嗎？

於「TLive」完成消費後，MTR分將於3個工作天內存入您的MTR Mobile有效登記賬戶內。

 

▌聯絡「TLive」

 

我們的客戶服務時間為：星期一至五（公眾假期除外），早上11時至晚上6時正。

如有任何問題，歡迎 WhatsApp 至  68899508 以訊息與我們對話，或 電郵至 cs@tlive.hk

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FAQ

Q1/ What is "TLive"? 

"TLive" is a one-stop online shopping service platform, featuring hundreds of products, including daily necessities, home goods, beauty care products, and more!

 

Q2/ How to shop through "TLive"?

Go to the TLive homepage, select the products you like, add them to your shopping cart, go to the shopping cart for checkout, enter the recipient's address, name, and contact number to submit the order for payment, and then enter payment information.

 

Q3/ Where can I find more product information? 

Product detail pages will list all the details about the product. If you have any questions about the product, you can provide us with the product information so that we can contact the relevant merchants to answer your questions.

 

Q4/ Are parallel imported goods different from those purchased in Hong Kong?

Since the parallel imported goods of "TLive" merchants are directly transported from multiple countries around the world to Hong Kong, the packaging, product tags, warranty terms, and other aspects of the goods may be slightly different from the local version in Hong Kong. All rights are reserved in the description of the "TLive" platform merchant. We promise to only sell 100% original factory goods. If you find that the ordered goods or the pictures displayed on the "TLive" webpage are suspected of being counterfeit products, or your products have not been authorized but are being sold on "TLive", you can email us the following information, and we will follow up as soon as possible:

Email subject: Counterfeit product report | (Product name)

Email content: Please attach

     1. Product name

     2. Screenshot of the product page

     3. Your name and contact method (phone/email)

     4. Content stating relevant details

Email to: info@@techture.com

 

Q5/ I've selected the products I want to buy in my shopping cart! How should I pay?

In the online shopping process of "TLive", you can use "Octopus" and "PayPal" as payment methods. Through "PayPal", you can use VISA, MasterCard, American Express, etc. TLive understands that platform members have different needs and will strive to develop more payment methods, hoping to provide them to platform members in the future.

▌Common Questions About Orders

 

Q6/ What should I do if there is a transaction order problem with "TLive"?

The goods listed on "TLive" are provided by various cooperative merchants. Relevant product content, price, picture data, and product delivery are all provided and processed by the cooperative merchants. If there are order-related problems, you are welcome to contact us within 14 working days after the order or before the order, and we will follow up as soon as possible.

 

Q7/ I forgot to add purchase items when ordering, can I add them again?

If it is an unpaid order, please reorder.

If it is a paid order, since the order will immediately enter an automated logistics process after confirmation, the system will immediately send the order data to the merchant of the product for stocking and shipping, so temporary changes in the confirmed order may cause differences in logistics records and affect delivery arrangements. Therefore, we regret that we cannot cancel or change any confirmed orders. Please understand and understand.

 

Q8/ How to change or cancel an order?

Since the order will immediately enter an automated logistics process after confirmation, the system will immediately send the order data to the merchant of the product for stocking and shipping, so temporary changes in the confirmed order may cause differences in logistics records and affect delivery arrangements. Therefore, we regret that we cannot cancel or change any confirmed orders. Please understand and understand.

 

Q9/ I found that the goods were damaged or wrong or missing when I received the goods. What should I do?

Under normal circumstances, merchants accept return and exchange applications for product defects or damages within the 7-day return and exchange period after the delivery of the goods. Please refer to the warranty details on the product page for details.

As for any return and exchange or refund application caused by personal factors, it is temporarily not accepted, please understand.

 

Q10/ Under what circumstances can the order be refunded?

Orders generally cannot be refunded, but if the merchant cannot provide the product/service, a refund can be arranged. For details, please contact us.

 

Q11/ What will be the transfer method for related refunds?

We will refund the relevant amount to your original payment method, and the total amount of the refund will be determined based on the price of the product when you place the order.

 

Q12/ How long does it take to refund my account?

After we accept your return request, we will process the refund amount within fourteen to ninety working days, and the amount of the refund will be determined based on the value of the product when you place the order. The actualtime may vary depending on the practices of different banks.

If the refund has not been returned after 90 working days, please contact us via the following WhatsApp link: https://api.whatsapp.com/send?phone=85268899508.

Please provide the following information so that we can follow up for you as soon as possible:

- Name
- Phone number provided when placing the order
- Order time

▌ Frequently Asked Questions About Order Delivery

 

Q13/ Regarding delivery of goods:

Most of the goods will be arranged to be sent to your delivery information by the merchant's courier company within 4-6 working days after the order is placed. Under normal circumstances, the merchant will not make another notification after sending, and the actual delivery date and time are entirely the responsibility of the courier company. Please refer to the delivery arrangement details on the product page for details. Each merchant may have different delivery dates and times, please check the relevant delivery details on the product description page.

 

Q14/ Regarding self-pickup goods:

If it is a self-pickup product, please refer to the self-pickup arrangement details on the product page for details. Each merchant may have different pick-up dates and times, please check the relevant pick-up details on the product description page.

 

Q15/ Can I change my order to be delivered/ delivered on the date/ location specified by me?

Since the order will immediately enter an automated logistics process after confirmation, the system will immediately send the order data to the merchant of the product for stocking and shipping, so temporary changes in the confirmed order may cause differences in logistics records and affect delivery arrangements. Therefore, we regret that we cannot cancel or change any confirmed orders, please understand and understand.

 

Q16/ Regarding the receipt deadline:

When the merchant delivers the goods to your address, please sign for it within the specified time. If it cannot be signed for within the specified time, the courier company may charge additional storage fees. Later, the goods will be arranged to be returned to the merchant's warehouse and the order will be cancelled. We will refund the relevant amount to your original payment method, and the total amount of the refund will be determined based on the price of the product when you place the order.

 

Q17/ What is "MTR Points"?

"MTR Points" is a customer reward scheme covering transport, malls and shopping. MTR Mobile registered users can earn MTR Points by taking MTR rides, or while spending designated amount in any qualifying merchants in MTR Malls and Station Shops, buying any MTR souvenirs or tickets, and redeem them for free rides and other rewards. Check out MTR Mobile website for more details: https://www.mtr.com.hk/mtrmobile/en/mtrpoints/earn/

 

Q18/ How do I earn MTR Points when purchase at TLive?

Please link your MTR Mobile valid registered account before purchasing at TLive to earn MTR Points, with 1 MTR point earned for every HK$1 spent.

 

Q19/ How can I check my MTR points balance?

You can check your MTR points balance via MTR Mobile App. The MTR points balance will be displayed at the home page and under your MTR Mobile registered user name.

 

Q20/ Is MTR Points to be credited instantly?

Upon successful payment made at "TLive", MTR Points will be credited into your valid MTR Mobile registered account within 3 working days.

 

▌ Contact "TLive"

Our customer service hours are: Monday to Friday (excluding public holidays), from 11:00 AM to 6:00 PM.

If you have any questions, feel free to send a message to us via WhatsApp at 68899508 or email us at cs@tlive.hk