Do you have a physical shop that I can walk-in?
Sorry, we do not have any retail shops. All of our products are sold online.
Can I pick up my order?
Sorry, pick up service is not available.
Do you accept Cash on Delivery (COD)?
We do not have cash on delivery service.
I have a question that is not listed in the FAQ, what do I do?
You may email us at firstname.lastname@example.org or leave a message at our Facebook page. You can find your Facebook at the "Contact" column. Please allow 1-3 working days (not including public holidays and weekends) for us to get back to you. Our working hours are Mondays to Fridays from 8am to 5pm.
What reasons are acceptable for return/refund?
1. Wrong item sent – Not the item that the customer ordered (e.g. wrong flavour). Please contact us as soon as you open the parcel, with your order number/delivery order number and a picture of the received items. Our customer service will assist you.
2. Item has been damaged.
Please provide us the full details as per below, in order for us to forward to the respective courier for further investigation, as well as submitting a claim on your behalf. Do be informed that insufficient information provide may lead your report to be invalid and once it exceeded the time frame, no compensation will be given.
I. Tracking number;
II. Packaging photo: internal + external packaging (including the delivery note on the parcel);
III. Packaging photo arriving at customer;
IV. Parcel content;
V. Explain on the damage (MUST include photos to show proof).
What are the general requirements for returns?
• The returned items must be shipped back to us (Hou Qua) within three (3) calendar days.
• You must have proof of purchase such as order number.
• The item must be in new condition and not have been used.
• All sealed items must not be opened.
• Attach the photo of the wrong item sent as proof to us
• The return of goods will strictly not be entertained except it meets all of the above-mentioned requirements.
• The customer bears the return shipment risk and responsibility until the returned item safely arrives at the designated return address and duly acknowledged and received.
How is the process of the Refunds?
Once we receive your item, we will inspect it and notify you that we have received your returned item. Upon completion of the return process, we shall refund to your bank account within 14 working days, depending on your issue.