The order has not been delivered to me yet. When will I receive them?

For Home delivery (including physical products, vouchers and letters)

Orders are delivered by various partners, who might have different delivery times and methods. If you’re a Cathay member, you can view the delivery status, obtain product/delivery partner contact details under the "My orders".

If you checked out without signing in, you’ll receive the order status only when your product is dispatched. You may reach out to our delivery partner (contact info is available in the Order Confirmation email), or contact us via live chat. Our Customer Care team will be happy to assist you.

For the e-voucher / email delivery

If you’re a Cathay member and have not received the e-voucher for your self-collection product or service you ordered, you may use the function of “Resend voucher” on the Order details page after locating your order on “My orders”.

If the e-voucheris to be sent by our Merchant Partner, you may reach out them (contact info is available in the Order Confirmation email), or contact us via live chat. Our Customer Care team will be happy to assist you.*Please also check your email account’s spam or junk mail folder if you cannot find the email in your inbox. You can also check the latest order status or chat with us via live chat for assistance.