Customer Help


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Browse our Help topics for answers to frequently asked questions:


Welcome to FOK HING GIN, where shopping with us is easy, convenient and secure. Simply select the product you want to purchase and follow the steps below:

Step One

Rollover a product image and click on the Shop Now button. Select your desired size or form as relevant and then click "Add to bag".

Step Two

When you have finished selecting products for purchase, click the shopping bag icon found on any page. Follow the onscreen instructions to proceed through the checkout process and submit your order.

Please note: you may change the contents of your shopping bag including the quantity of each item (up to eight [8] of any single item) during checkout prior to clicking on Submit Order.

Step Three

An email confirming receipt of your order will be sent shortly after your order is submitted. If an order confirmation does not arrive within 24 hours after submission, please contact Customer Support for assistance.

If you have any questions or concerns when placing an order or if you wish to inquire about a previously placed order, please contact Customer Support. For fastest service, please include your order number.


Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the quantities of each, and the cost of the purchase. You may remove items or change the quantities ordered on this page before proceeding to checkout.


If you wish to delete an item in your Shopping Bag, simply go to “View Bag” and select the "X" link on the right side of the product item line. The item will be removed from your shopping bag.


Accepted Credit Cards:
- American Express
- MasterCard
- Maestro
- Visa
- Apple Pay
- Google Pay

We're Sorry, We Do Not Accept:
- Cash On Delivery
- Layaway plan
- Personal Cheques
- Money Orders

Important Information: For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.


We understand how important security is to you. When you place an order, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption, software, click here.

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

- AOL 5.0 and higher
- Internet Explorer 5.0 and higher
- Mozilla Firefox
- Netscape 6.0 (Windows only)
- Safari
- Google Chrome



Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays). Orders placed on Holidays or Weekend Days will be processed the following business day.

Orders are processed within 1 - 2 business days (with the exception of orders for Next Day Delivery).


We limit orders to 8 of any single item, with a maximum purchase of 14 items per order.


If you would like to cancel an online order after it has been placed, please contact Customer Support and we will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.

Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

- Item(s) are not available
- Difficulty in processing payment information
- Cannot ship to the address provided
- A duplicate order was placed
- By customer request
- Purchase limits have been exceeded

If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact Customer Support.


Pre-Order may sometimes be available for items that are not yet in stock but available for advance purchase. Pre-Order items are shipped as soon as they are available with no additional shipping charges, and may ship separately from other items in your order. We will notify you of the status of your Pre-Order item via email updates and confirmations.  Anticipated shipment time (eg. "Available from mid-September") is indicated on the site adjacent to product information. If we are unable to ship your product by the estimated shipping date, we will provide you with notice and you will have an option to cancel.

Please note: The actual delivery date of your order depends on the shipping method you select.


If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact Customer Support for assistance.  


From time to time, discounts may be available with the use of a promotional code. Only one code may be applied per transaction.


With the exception of specifically listed promotions on the website, our delivery policy is listed below:


The shipment will be ready in 2-4 business days upon confirmation of payment. This might vary depending on stock availability. Please note estimated shipping times include processing time at the warehouse and are calculated from the date the order is placed. Delivery service is not available on Sundays and Public Holidays.


All deliveries are sent inclusive of local duties and taxes (DDP). 


If the tracking information for your package confirms delivery and you cannot locate the delivered package:

- Check with neighbours and family members
- Look around the delivery location
- Check for notice of attempted delivery
- Contact the carrier
- Contact Customer Support 


We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery.

The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns.

Refunds and exchanges will be processed within 10 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original payment method used.

We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will return such goods to you within 28 days of our notification.


Please contact Customer Support to begin your return request. Our Customer Support will request for the following information for verification:

- Order number
- Purchasing date
- Product name and quantity which need to be refunded
- Reason for refund

1. Contact Our Customer Service Team: The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.

2. Pack The Items: Carefully pack the items into the box and include the original receipt or packing slip. Please make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact Customer Support immediately.

3. Return Confirmation: Please allow 10 business days for the process and verification after receipt. 

4. Receive a Refund: Your refund will be credited to the original form of payment. Shipping fees or gift wrap is non-refundable.

Please note: The refund can take up to 10 working days, from the date we submit the refund application, due to varying processing times between payment providers. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.


When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and contact Customer Support immediately.

Please provide the order number along with your email address and phone number for fastest service.



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Our Customer Support team will be happy to help you.

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