Help And FAQs

For any difficulties you are experiencing when placing order on our website, please feel free to contact our customer service via our hotline or e-mail for more information.

Email: info@medwell.hk
Customer Service Hotline: (852) 3998 3271
Office Hours: Mon to Fri 9:00 a.m. - 6:00 p.m.

If you already have an account, you can sign in and click 'View your order history' to check your order status. If you do not have an account, please feel free to contact our customer service via our hotline or e-mail for more information.

Email: info@medwell.hk
Customer Service Hotline: (852) 3998 3271
Office Hours: Mon to Fri 9:00 a.m. - 6:00 p.m.

We will send you a Delivery or Store Pickup Confirmation Email once your order is dispatched to our delivery partners or ready to pick up from store.

In addition to this website, our products are also available in our shop and list of major department store or retail shops in Hong Kong and Macau. To find a authorized retailer near you, please refer to the Where To Buy page.

All prices are in Hong Kong Dollars (HKD) on our site.

None, you can place an order without having an account as you can select 'Guest Checkout' to complete an order without logging in. If you'd like to keep track of your orders and store your wish list and other details, you might want to consider creating an account for convenience.

We accepts the following payment methods:

A. Credit Cards

• In order to provide a convenient and safe way for our customer. The payment is made by VISA, MasterCard or American Express credit card through PayPal, our online payment service provider which allows you to make payments using your credit cards even if you do not have a PayPal account.
• PayPal uses SSL technology to keep your information safe. And we will not receive your sensitive financial information like your credit card number, this way can protect your privacy.
• You will be redirected to PayPal when you confirm the order. Simply click 'Pay with a Card' on the PayPal website and fill in your credit card and some basic information to complete the payment, and the top of page will show our company name Medwell (Asia) Company Limited for your reference. When the transaction is complete, you will then return to our website.
• All prices are in Hong Kong Dollars (HKD) on our site.

B. Bank Transfer

• Please transfer the total amount of your order to one of the following bank accounts using the information below:
  

  Hongkong and Shanghai Banking Corporation Limited (HSBC)
  Account number: 813-636552-838
  Account name: Medwell (Asia) Company Limited

  Bank of China (Hong Kong) Limited (BOCHK)
  Account number: 012-591-1-058118-1
  Account name: Medwell (Asia) Company Limited

• Please scan a copy of your bank deposit receipt and email us the attachment with your Order ID number to the following email address :
  Email: online@medwell.hk
• Allow one business day for the processing of your bank transfer payment.
• Upon receipt of your payment, we will begin processing your order.
• Note: Your order will be cancelled automatically if we do not receive the payment and email within 3 working days.

Yes. We accept payment through PayPal, and it uses SSL technology to keep your information safe. And we will not receive your sensitive financial information like your credit card number, this way can protect your privacy.

Sorry that we can only accept payments from locally issued credit cards.

Delivery fees are calculated upon checkout based on a flat rate per order regardless of the quantity or weight of your purchased items. Customers please make sure to select the appropriate options of Delivery Method to calculate the delivery fees.
 

* Remarks：

• Local Delivery:
  Your order will be delivered using a courier service after the order has been placed. And a Delivery Confirmation Email will be sent to you once your order is dispatched. Our courier partners include S.F. Express (SF) and other third party logistics companies.
  
  Purchase below HKD800, your order will be delivered using S.F. Express courier service and the delivery charges will be paid by customers to delivery staff. Purchase HK$800 or more, free local delivery service will be provided to our customers. It is only applicable for Hong Kong, including Hong Kong Island, Kowloon and New Territories, directly to residential or commercial shipping address (except Tung Chung, the airport, postal address, restricted area, outlying islands and overseas). For buildings without lift or located in remote area, there will be additional delivery charge to be paid to delivery staff.


• Pick-Up In Authorized Service Centre:
  Customer will receive a Store Pick Up email when your order has arrived in Authorized Service Centre. You are required to bring along with the email to pick up your order at our Authorized Service Centre within 14 days after receiving the email (the email can be printed or you can also show it on your tablet or mobile).
  Service Centre Address:
  CPAP.HK
  Unit 1701, 655 Nathan Road, Mongkok (Mongkok MTR, exit E1)


• The expected delivery time for the above is for reference only and the working day does not include Saturdays, Sundays and public holiday. If customer has any inquiries about the above delivery arrangements, please feel free to contact us before you place an order.

The delivery service is only applicable for Hong Kong, including Hong Kong Island, Kowloon and New Territories, directly to residential or commercial shipping address (except Tung Chung, the airport, postal address, restricted area, outlying islands and overseas).

Some areas including but not limited to Tung Chung, Ma Wan and Discovery Bay may be subject to additional delivery charges. And for buildings without lift or located in remote area, there will be additional delivery charges to be paid to delivery staff.

Upon receipt of your payment, we will begin processing your order. We will send you a Delivery Confirmation Email once your order is dispatched to our delivery partners. If you select to pick up order at our store, please bring along with this confirmation email to pick up your order.

We will not take responsible for the postal parcel which is delayed or parcel loss under the following circumstances :

• The recipient can not be reached at the delivery address;
• Inaccurate or incomplete delivery addresses information;
• Incorrect and invalid contact number.

If an item in your order is out of stock, we will contact you with an estimated delivery date. And your order will be delivered all together when the restocked items are available.

Delivery service will be suspended during black rainstorm warning, or the hoisting of typhoon signal no. 8 or above.

Unfortunately, once your orders are confirmed, it must go to the address provided at the time you place your order. Therefore, we recommend our customer to check and ensure their delivery address are complete and correct before they checkout.

Yes, customers are welcomed to pick up orders in our shop. Choose the 'Self-Pickup Service' option at checkout. This Pick Up service is free of charge and the estimated delivery time is 1-2 business days.

You will receive a Store Pick Up email when your order is ready for pick up. You are required to bring along with the email to pick up your order at our Service Centre (the email can be printed or you can also show it on your tablet or mobile).

Authorized Service Centre Address:
CPAP.HK
Unit 1701, 655 Nathan Road, Mongkok (Mongkok MTR, exit E1)

1. Customer may return your products within 7 days of purchase (based on the date of receipt) , together with the original receipt, and visit our shop for the replacement. Exchanged products must be brand-new, unused with original packaging and met the following exchange policy conditions. Please contact us on (852) 3580 0271 in advance for better product exchange arrangement.

2. We do not offer refunds, but an one time exchange service per order will be provided to our customers. All products can be exchanged to another same price products.

3. For reasons of hygiene, all pump accessories, collection and feeding, and hands free bra products cannot be exchanged.

4. We are sorry that we will not be able to process your exchange under the following circumstances :

• The products have been purchased from us more than 7 days (based on the delivery record)
• Original invoice cannot be presented at the time of exchange
• Products are not in original packaging, or have been used
• Products are damaged or stained due to improper use
• Products have been exchanged once

For any disputes, Medwell reserves the right of final decisions.

We offer one time exchange service per order, and products can be exchanged to another same price products.

We will not be able to process your exchange under the following circumstances :

• The products have been purchased from us more than 7 days (based on the date of receipt)
• Original invoice cannot be presented at the time of exchange
• Products are not in original packaging, or have been used
• Products are damaged or stained due to improper use
• Products have been exchanged once