Frequently Asked Questions

1. How do I place an order?

Browse our website and add your desired items to the shopping cart. Proceed to checkout, enter your delivery details, select your payment method, and complete the payment process to confirm your order.

2. What payment methods do you accept?

We accept major credit cards and other payment options supported by our payment gateway. Available methods will be displayed at checkout.

3. How long does delivery take?

Orders are generally processed within 2–3 working days after payment confirmation. Delivery times may vary depending on location, traffic, and weather conditions.

4. Do you offer free shipping?

Free local delivery is available for orders of HK$500 or above. For orders below HK$500, shipping fees will be charged according to the courier’s rate.

5. Can I return or exchange an item?

Return or exchange requests must be submitted within 7 days of receipt, subject to our Return & Exchange Policy. Items must be unused and in original condition with complete packaging.

6. What should I do if I receive a defective or incorrect item?

Please contact our customer service within 48 hours of receiving the item and provide clear photos along with your order details. We will verify the case and arrange a replacement or refund if applicable.

7. How can I check my order status?

You may log in to your member account to view your order history and status. Tracking information will be provided once your order has been shipped.

8. How do I contact customer service?

You may contact us via phone, WhatsApp, or email during our customer service hours.

Customer Service Contact:

Phone / WhatsApp: +852 5401 6223
Email: info@eurekakids.com.hk
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)

How to Order

  1. Browse our website and add your desired items to your Shopping Cart or Wishlist.
  2. Click the shopping cart icon to review your selected items and quantities.
  3. On the cart page, click Checkout. The total amount will be calculated automatically.
  4. If you have a discount code, enter it in the Apply Coupon field to receive your discount.
  5. Once you confirm your order total, click Proceed to Checkout.
  6. Enter your personal and shipping information. Shipping fees and the final amount will be displayed.
  7. Select your preferred payment method and complete the required details. Then click Place Order.
  8. Follow the on‑screen instructions to complete your payment.
  9. After successful payment, you will receive an order confirmation email.

New members enjoy 10% off their first order when they register.

After signing up, you’ll receive a confirmation email with your welcome offer details. Simply enter the promotional code at checkout to apply your discount.

You can check your order status by following these steps:

  1. Log in to your account.
  2. Go to My Orders or Order History.
  3. Select the order you would like to view.
  4. Click on the order number to see the details.
  5. The current order status will be displayed on the order details page.

If your order has been shipped, tracking information will also be available (if applicable).

If you need to modify or cancel your order, please contact the Eurekakids Customer Service Team as soon as possible.

Once an order has been confirmed or processing has begun, changes or cancellations may no longer be available.

Contact Us:

📱 WhatsApp: +852 5401 6223

📞 Phone: +852 3708 8965

📧 Email: cs@eurekakids.com.hk

Customer Service Hours:

Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)

Eurekakids reserves the right of final decision in case of any dispute.

For returns or exchanges, please refer to our Return and Exchange Policy for detailed terms and eligibility requirements.

If you need assistance, please contact the Eurekakids Customer Service Team:

📱 WhatsApp: +852 5401 6223

📞 Phone: +852 3708 8965

📧 Email: cs@eurekakids.com.hk

Customer Service Hours:

Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)

Eurekakids reserves the right of final decision in case of any disput

Payment Information

We accept the following payment methods:

  • Visa
  • Mastercard
  • UnionPay
  • Alipay
  • WeChat Pay
  • Faster Payment System (FPS)

The available payment options will be displayed at checkout.

Delivery is currently available within Hong Kong only.

For deliveries to other regions (including Macau or overseas), please contact our Customer Service Team for assistance and a shipping quotation.

Free local delivery is available for single orders over HKD 500.

For orders of HKD 499 or below, shipping fees will be paid directly to SF Express (or the designated logistics provider) upon delivery. Please select your preferred shipping method at checkout.

Final shipping arrangements and charges are subject to order confirmation and the logistics provider.

You can enter a valid discount code in the Discount Code field on the cart or checkout page, then click Apply.

If you see a confirmation message such as “Discount code applied successfully,” the discount will be automatically deducted from your order total.

If your discount code cannot be applied, please check the following:

  • The code is still valid
  • The minimum spending requirement is met
  • The code applies to the selected items

If you need further assistance, please feel free to contact our Customer Service Team.

Delivery Information

Orders are typically shipped within 2–3 business days after order confirmation and payment completion.

Delivery is currently available within Hong Kong only. For deliveries to other regions, please contact our Customer Service Team for assistance.

Delivery times may vary depending on the logistics provider, as well as traffic and weather conditions.

Pre‑order items will be dispatched within 2–3 business days after stock arrival.

Business days refer to Monday to Friday, excluding public holidays.

Once your order has been shipped, you will receive a confirmation email with a tracking number. You can check the latest delivery status using the link provided in the email.

If you do not receive the notification or have any questions about your delivery, please contact our Customer Service Team for assistance.

After your order has been shipped, you can log in to your account and view the latest delivery status on the Order Details page.

You will also receive tracking updates from the logistics provider via the contact information you provided (such as email or mobile number), allowing you to monitor your shipment at any time.

If you do not receive these notifications or require assistance, please contact our Customer Service Team.

Product & Returns

To request a return or exchange, please review our Returns & Exchanges Policy for detailed eligibility requirements, timeframes, and procedures.

If you receive a defective or damaged item, please contact our Customer Service Team as soon as possible after delivery. We will be happy to assist you in resolving the issue.