FAQ

Order & Payment

How can I pay for my order?


We accept payment by credit card (VISA, Master Card, Amex, China Union Pay, JCB, Diners, Maestro), AlipayHK and WeChat Pay HK. We do not accept cash on delivery.




Can I cancel the order or return purchased items?


There will be no cancellation, return, refund or exchange of items once the order had been processed.




I would like to try the product before purchase. Where can I do that?


You are welcomed to visit our showroom for a try-out! Please make an appointment: https://www.okamura-salotto.com.hk/visit-us

Our showroom is located at 2903 Two Chinachem Exchange Square, 338 King's Road, North Point, Hong Kong. We open from Mondays to Fridays 9:30am to 5pm (excluding Public Holidays).




Am I able to purchase Okamura Salotto HK products that are not listed in the online shop?


YES! Please contact our Customer Service Representative(s) at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk.




Cannot find an answer here?


You can contact us at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk.




How can I pay via AlipayHK & WeChat Pay HK?


Please click Manual Payment when checkout, then follow this payment instruction: https://www.shop.okamura-salotto.com.hk/payment-instruction





Warranty & Maintenance

Something is wrong with my product, what should I do?


We’re really sorry that you have an issue with your product. Please contact us at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk. We will arrange replacement for products with defect(s) according to Warranty terms which you can check from the following link: http://shop.okamura-salotto.com.hk/warranty. Please ensure your product invoice is with you so that we can check record for you quickly.




What are covered in the Warranty? How long is the warranty?


You can check the warranty info through the following link: http://shop.okamura-salotto.com.hk/warranty




If I need repairing or maintenance for my old products, what should I do?


You may contact our Customer Service Representative(s) at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk to schedule a repairing. Please get ready of the invoice number and the serial number sticker, which can be found at the bottom of the product.




If I purchase my products from a reseller, can the product be covered by Okamura Warranty?


Warranty is only applicable to the product purchased directly from an authorized distributor of Okamura and when it is requested by the first purchaser of the product. Leased, re-sell, and auction items are unfortunately not covered within the warranty.




Cannot find an answer here?


You can contact us at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk.




How to clean my Okamura products?


You can check the cleaning and maintenance guide through the following link: https://www.shop.okamura-salotto.com.hk/cleaning-and-maintenance





Delivery

Do you charge shipping and installation fee?


We offer free delivery and installation for most of the products to Kowloon, New Territories or Hong Kong Island.

If the order sum is less than HKD$ 2500, there will be delivery and installation surcharge of HKD$ 500 for each order.

For remote area, surcharge will be applied as follows:

  1. Surcharge HKD$ 300 for delivery to Ma Wan
  2. Surcharge HKD$ 500 for delivery to Lantau Island

For buildings without lift or product can only access through staircases, surcharge will be HKD$ 100 per floor (up to 15 steps per floor).




How long does my order items arrive upon payment?


In order to create a great service climate and deliver excellent service quality, our product will be produced and shipped from Japan. Your orders will mostly be delivered to you in 25-35 business days. (Due to the influence of COVID-19 and shipment delays, extra 25-35 business days may be needed. Sorry for the inconvenience it may cause.)

Products in Quick Ship program will ship between 5-15 business days, Click here.




When will I receive information about delivery?


Our Customer Service Representative(s) will contact you through email or phone to advise delivery schedule after you place the order.

If you have any question, you can contact us at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk.




If I received a wrong product, what should I do?


If you believe you received the wrong product, please contact us within 24 hours or within the next working day (our office hours are 9am to 6pm from Monday to Friday, except public holidays) after receiving the product.




Cannot find an answer here?


You can contact us at (852) 2898-9777, or email us via shop@okamura-salotto.com.hk.