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

For home delivery orders, orders deliveries via email or e-voucher

Please reach out to our merchant or delivery partners as shown on Order details > Your 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.

Kindly provide the required information (i.e. order number, product name and details, description of product issue etc.) and photos of the issues as a record. Please retain all packing materials and ensure the product(s) is in good/original condition as much as possible in case it needs to be returned/replaced.

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

For in-store pickup at  ‘Asia Miles by Cathay’ Shop

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

 ‘Asia Miles by Cathay’ Shop
Shop 233, 2/F, Cityplaza, 18 Taikoo Shing Road, Taikoo Shing, Hong Kong SAR
11.00am to 9.00pm, daily

For inflight delivery

Please reach out to our cabin crew on the same flight that you placed and received your order. If you have any questions about your order after the flight, please reach out to our merchant as shown on Order details > Your 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 and our Customer Care team will be happy to assist you.