I received my order and found some items are missing/wrong/defective. What should I do?

Please reach out to our merchant or delivery partners as shown on Order details > My Orders within 30 days from receipt of the order.

You may also contact us via live chat within 30 days from receipt of the order. Our Customer Care team will be happy to assist you.

Please kindly provide the required information (i.e. order number, product name and details, description of product issue, etc.) along with photos of the issues for our record. Please retain all packing materials and ensure the product(s) is in good, original condition in case it needs to be returned or replaced.

For full details, please refer to our terms and conditions.

For in-store pickup at Cathay Shop - Cityplaza

If your order was an ‘In-store pickup’ item at Cathay Shop - Cityplaza, please bring the item to our shop to exchange your product.

Cathay Shop – Cityplaza
Shop 233, 2/F, Cityplaza, 18 Taikoo Shing Road, Taikoo Shing, Hong Kong SAR, opens from
11.00am to 9.00pm daily