STOCKTAKE ANNOUNCEMENT
Please be informed that our year-end stocktake will take place on 13 Nov - 19 Nov 2023. During the stocktake period, delivery service will be temporarily suspended. The stocktake will not affect Pay & Collect (P&C) order. In-store service and PNC will operate as normal. The order cut-off date is on 9 Nov 2023 and the full operations will resume to normal on 20 Nov 2023.
For further clarification, please do not hesitate to contact our Customer Service at +852 2425 6226.
Thank you in advance for your cooperation.
Any products purchased by you at any AIGLE store in Hong Kong and Macao are non-refundable. Therefore, you may only return to us your products for an exchange.
To be accepted by us, the exchange of your products shall meet the conditions and requirements set out below in paragraph (a) and shall be made in full accordance with the process described below in paragraph (b).
Please note that it is only when and if we accept your return that you will be eligible to an exchange of your products.
Exchange of products purchased at any AIGLE store in Hong Kong and Macao (excluding AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao) is possible subject to the following:
Exchange Terms at AIGLE store in Hong Kong and Macao
(excluding AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao)
(a) Exchange Conditions and Requirements:
- Application for exchange of products must be made within fourteen (14) days from the date of purchase as printed on the Sales Memo;
- Products applied for exchange must be returned in resalable condition;
- All product labels and hangtags (including slings) must not have been removed or damaged;
- Such products must not have been worn or used;
- Such products must not have been damaged, soiled, washed, altered or modified in any way (products only tried on being acceptable);
- In addition, in order for footwear to be exchangeable, the shoe box must also be returned;
- Promotional and discounted products are non-exchangeable and non-returnable;
- Due to hygiene concerns, sock, insoles and underwear are non-exchangeable and non-returnable.
(b) Exchange Process & Policy:
- Exchange of products is subject to the presentation of the original Sales Memo and can be made at any AIGLE store in Hong Kong and Macao (excluding AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao). Therefore, without presentation of such Sales Memo, no exchange of products will be possible. The sales consultant in-store will ensure that the all other applicable exchange conditions and requirements are met.
- Exchange can be made with any type(s) of product(s) in-store (whether the same or different type(s) than the product(s) you wish to exchange), provided that the (total) price of such product(s) is the same or is higher than the price of the product(s) you wish to exchange. If the price of the new/replacement product(s) chosen is higher than the price of the product(s) you wish to exchange, you will have to pay the price difference in-store.
- Each product can only be exchanged once.
- Any gift with purchase or promotional give-away that was issued in original purchase shall be returned together with the exchanged/returned product in an unused and undamaged condition in its original packaging.
- Please be aware that prices, promotion, terms and conditions as well as restrictions can be different between those which apply to the Website and those which apply to each AIGLE store in Hong Kong and Macao.
- Any dispute in the above terms and conditions will be subject to the final decision of AIGLE.
FAQ
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Q: During exchange process, can I enjoy the same discount/offer for new/replacement product(s) as those that I got as part of my original purchase made at an AIGLE store?
A: In the process of exchange, we will refer to the discounted value of that product(s) as shown on the Sales Memo and, if applicable, to your AIGLE Membership status before checkout. Please be aware that exchange policy may not be applicable to various promotion programs: please contact our Customer Service or ask a sales consultant in an AIGLE store in Hong Kong for more details. - Q: Can I exchange the product(s) that I purchased in an AIGLE store during a promotional event?
A: All promotion and discounted products are non-exchangeable and non-refundable.
Sales Terms at AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao
For any products purchased by you in AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao:
- AIGLE gift vouchers and coupons (except specific mall coupon)are not acceptable;
- AIGLE membership privileges (include but not limited to discounts, bonus points and birthday offers) are not applicable;
- The products are non-refundable, non-exchangeable and without after-sales services;
- The products cannot be picked up in another AIGLE store.
The Pay & Collect service (the “P&C Service”) offers the possibility to purchase products presented on www.aigle.com.hk (the “Website”) and to collect them thereafter at an AIGLE store in Hong Kong (among those proposed).
The P&C Service is governed by the Website Terms and Conditions (the “Terms”) accessible by clicking here. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
All terms used herein and which are defined in the Terms shall have the same definition, unless otherwise expressly specified.
You can find products to purchase on the Website through the P&C Service by searching with keywords or by selecting categories from the menu and filtering.
You can easily add selected products to your shopping bag and continue shopping.
Once you have all the products you wish to purchase, select the shopping bag icon in the top right corner of the page to open your shopping bag and review products, quantities and all details of your Purchase Order. From there you can review your selected AIGLE store for collection -among those proposed- and proceed to checkout and payment information.
If you are a registered member of our AIGLE Membership Club, you can also add products into your Wishlist to share with your friends & family, and for later purchase.
FAQs
| Q1. | Can I use the P&C Service without being a member of our AIGLE Membership Club? |
| A1. | Yes. For P&C Service, you can submit a Purchase Order as “Guest”. Or you can register (or log-in to your account) as member of our AIGLE Membership Club to enjoy membership benefits and special offers. |
| Q2. | How do I change my account details? |
| A2. | You can change your account details by logging-in to your account using your email address and password in “Member Login” page, and you can edit your email address and login password under “My Account” page. |
| Q3. | What do I do if I have forgotten my password? |
| A3. | Select “Forgot Your Password?” in “Member Login” page. Then enter your email address to receive a password reset link by email. |
| Q4. | How will I know that you have received my Purchase Order? |
| A4. | We will send you an email to acknowledge receipt of your Purchase Order, usually within 24 hours from the submission of the Purchase Order. Please contact our Customer Service with your Purchase Order details if you do not receive this acknowledgement email. Please note this email is not an acceptance of your Purchase Order by us. Your Purchase Order is not accepted by us until we send you an email confirming the Purchase Order, the Order Confirmation Email, with status update as confirmed (Ready-to-pick). |
| Q5. | If a product is unavailable/out-of-stock, is there a way I can be notified when it is available? |
| A5. | For queries about unavailable/out-of-stock products, please contact our Customer Service or visit one of our AIGLE stores in Hong Kong. |
| Q6. | What happens if I “Add To Wish List” a product? |
| A6. | Once you “Add To Wish List” a product, it will move into “My Wishlist” under “My Account” page, you can move the products to your shopping bag or share with your friends and family. |
| Q7. | Can I cancel myself a Purchase Order on the Website after submission? |
| A7. | No, you cannot cancel a Purchase Order yourself on the Website after submission. You can however contact our Customer Service or the selected AIGLE store to check if the Purchase Order can be cancelled and, if it can, what are the potential consequences of the cancellation. For more details about cancellation of Purchase Orders and applicable conditions, please refer to the Terms and to the dedicated page on the Website or contact our Customer Service. |
| Q8. | Can I change myself the AIGLE store selected for collection of the products after submission of a Purchase Order? |
| A8. | No, you cannot change yourself the AIGLE store selected for collection of the products after submission of a Purchase Order. Such a change requires the Purchase Order to be cancelled first so you can then submit a new Purchase Order with the new AIGLE store desired for collection of the products. Therefore you need to contact our Customer Service or the selected AIGLE store to check if the Purchase Order can be cancelled and, if it can, what are the potential consequences of the cancellation. For more details about cancellation of Purchase Orders and applicable conditions, please refer to the Terms and to the dedicated page on the Website or contact our Customer Service. |
| Q9. | Should I need to bring the Order Confirmation Email when collecting the ordered products at the selected AIGLE store? |
| A9. | Yes, in order to collect the ordered products, you must present the Order Confirmation Email (printed copy or on mobile) to a sales consultant in-store who will scan the QR code that is showed on that email. |
| Q10. | Can someone other than me collect the products that I ordered on the Website? |
| A10. | Yes, collection of the products ordered can be made by anyone who shows the Order Confirmation Email to a sales consultant of the AIGLE store selected for collection. No ID verificationwill be made by sales consultants in-store. The person who shows-up to collect the products in-store will just need to present the Order Confirmation Email and sign the Collection Receipt as evidence of collection.
This is why you have to be particularly cautious to avoid unauthorized access or dissemination of the Order Confirmation Email. |
| Q11. | Can I refuse to collect the products that I ordered on the Website and leave the AIGLE store selected for collection without the ordered products? |
| A11. | Yes, you can refuse to collect the products you ordered on the Website before you sign off the Collection Receipt in-store but please be aware that in order to be refunded, the Purchase Order must be cancelled first. Therefore you need to ask a sales consultant in the AIGLE store (or our Customer Service) to check if your Purchase Order can be cancelled and, if it can, what are the potential consequences of the cancellation. Cancellation of a Purchase Order is necessary so you can be refunded accordingly. For more details about cancellation of Purchase Orders and refund and applicable conditions, please refer to the Terms and to the dedicated page on the Website or contact our Customer Service. |
| Q12. | When in-store to collect the ordered products, am I able to collect only a part of them? |
| A12. | Yes, you can collect only part of the products before you sign off the Collection Receipt in-store but this will require the Purchase Order to be cancelled first so you can then purchase the products you actually wish directly in-store. Therefore you need to ask a sales consultant in-store (or our Customer Service) to check if your Purchase Order can be cancelled and, if it can, what are the potential consequences of the cancellation. Cancellation of a Purchase Order is necessary so you can be refunded accordingly. For more details about cancellation of Purchase Orders and applicable conditions, please refer to the Terms and to the dedicated page on the Website or contact our Customer Service. |
| Q13. | After purchase of a product on the Website, can I ask for an alteration (e.g. to shorten the length of pants)? |
| A13. | Yes, you can ask for an alteration at any AIGLE store in Hong Kong (excluding any AIGLE outlet stores), subject to the presentation of the related original Sales Memo. Please note that not all products can be altered and that an alteration service charge will be induced. Please ask a sales consultant in-store for more information and details. |
| Q14. | Can I use AIGLE gift voucher for P&C Service? |
| A14. | No, AIGLE gift vouchers cannot be used for P&C Service. |
| Q15. | If I am Platinum or Gold member of the AIGLE Membership Club, can I redeem my bonus points online for P&C Service? |
| A15. | No, P&C Service does not accept bonus points redemption currently. |
| Q16. | If I am Silver member of the AIGLE Membership Club, can I check my accumulative spending by logging-in to my membership account on the Website? |
| A16. | No. You can however check your accumulative spending in AIGLE stores in Hong Kong (excluding any AIGLE outlet stores) or contact our Customer Service. |
| Q17. | Can I select an AIGLE store outside of Hong Kong to collect products purchased through the P&C Service? |
| A17. | No, you can collect purchased products only at an AIGLE store located in Hong Kong, among those proposed (excluding discounted events and any AIGLE outlet stores). |
| Q18. | Will I necessarily find on the Website the products that I have seen in AIGLE outlet store/AIGLE private sales/SOGO thankful week in Hong Kong? |
| A18. | No, since only selected products are available on the Website. |
| Q19. | What if I am unable to collect products during the Collection Period and no one can collect the products for me? |
| A19. | In such case, please contact immediately our Customer Service or the AIGLE store selected for collection. Please be reminded that cancellation of a Purchase Order and refund are only possible within fourteen (14) days from the Order Confirmation Email (and same for exchange of products). Please also note that we do not guarantee that products can be collected after the end of the Collection Period and if they cannot, we do not guarantee either that a cancellation and refund of the related Purchase Order can be arranged for. |
| Q20. | If I find that a product purchased through the P&C Service is defective, what should I do? |
| A20. | For more details about defective products, applicable conditions and procedure, please refer to the Terms or contact our Customer Service. |
| Q21. | How can I contact your Customer Service? |
| A21. | You can contact our Customer Service: - via email to service.hk@aigle.com ; - via the “Contact Us” section on the Website; or - via phone at +852-24256226, from Monday to Friday (excluding public holidays in Hong Kong), between 10 am and 5 pm. |
Cancel & Refund
All terms used here and which are defined in the Website Terms and Conditions accessible by clicking here (the “Terms”) shall have the same definition, unless otherwise expressly specified.
Cancellation of a Purchase Order made through the P&C Service and, as the case may be, the corresponding refund (being applicable if payment has been charged and therefore if the Purchase Order has been confirmed by us) are only possible:
| - | before collection of the ordered products at the selected AIGLE store (and therefore before signature of the Collection Receipt in-store), and |
| - | within fourteen (14) days from the date of the Order Confirmation Email. |
Please be aware that no refund of a Purchase Order will be made if the Purchase Order is not cancelled (or if the Purchase Order cannot be cancelled).
Before cancellation of a Purchase Order, we advise you to check with our Customer Service or with a sales consultant of the AIGLE Store selected for collection of the products the consequences that such cancellation may have, including without limitation on any discount which may have applied to the Purchase Order or, if you are a member of the AIGLE Membership Club, on your membership tier.
We reserve the right to refuse cancellation of a Purchase Order if, due to your action, the products are no longer in resalable condition (e.g. and without limitation, in the event the products have been damaged in-store, or if labels or hangtags have been removed, etc.).
FAQs
| Q1. | How can I cancel a Purchase Order which has already been confirmed and get a refund? |
| A1. | To cancel a Purchase Order which has already been confirmed, you need to contact our Customer Service or the AIGLE store selected for collection and, if the Purchase Order can be cancelled, we will arrange for the refund process with our technical provider Adyen. |
| Q2. | Can I ask for cancellation of a Purchase Order and get a refund after I have collected the products? |
| A2. | No, if you have collected the products and signed the Collection Receipt in-store, no cancellation and therefore no refund is possible. However you can exchange the products if the conditions for exchange are met. For more details about the exchange process and applicable conditions, please refer to the Terms and to the dedicated page on the Website or contact our Customer Service. |
| Q3. | Can I get a refund in the case of a defective product? |
| A3. | Yes, subject to conditions. For more details about defective products, please refer to the Terms or contact our Customer Service. |
| Q4. | How long does it take to get a refund? |
| A4. | If you are eligible to get a cancellation and therefore a refund, we will process the refund as soon as possible upon receipt. Refunds will be made by the issuer of the credit card used for payment and normally within ONE (1) month, depending on each credit card issuer. We invite you to contact the issuer of your credit card for more details and status updates. |
Exchange
All terms used here and which are defined in the Website Terms and Conditions accessible by clicking here (the “Terms”) shall have the same definition, unless otherwise expressly specified. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
Exchange of products purchased through the P&C Service is possible subject to the following:
Exchange conditions and requirements:
- Application for exchange of products must be made within fourteen (14) days from the date the related Purchase Order was confirmed by us (i.e. from the date of the related Shopping Invoice Email, such date also appears on Client Copy Memo in the delivery box;
- Products applied for exchange must be returned in resalable condition;
- All product labels and hangtags (including slings) must not have been removed or damaged;
- Such products must not have been worn or used;
- Such products must not have been damaged, soiled, washed or modified (products only tried on being acceptable);
- In addition, in order for footwear to be exchangeable, the shoe box must also be returned;
- Due to hygiene concerns, socks, insoles and underwear are non-exchangeable and non-returnable.
Exchange process & policy:
- 1. Exchange of products is subject to the presentation of the original Sales Memo and can be made at any AIGLE store in Hong Kong and Macao (excluding AIGLE Citygate Outlets Store in Hong Kong and AIGLE The Parisian Store in Macao). Therefore, without presentation of such Sales Memo, no exchange of products will be possible. The sales consultant in-store will ensure that all other applicable exchange conditions and requirements are met.
- Exchange can be made with any type(s) of product(s) in-store (whether the same or different type(s) than the product(s) you wish to exchange), provided that the (total) price of such product(s) is the same or is higher than the price of the product(s) you wish to exchange. If the price of the new/replacement product(s) chosen is higher than the price of the product(s) you wish to exchange, you will have to pay the price difference in-store.
- Each product can only be exchanged once.
- Any gift with purchase or promotional give-away that was issued in original purchase shall be returned together with the exchanged/returned product in an unused and undamaged condition in its original packaging.
- Please be aware that prices, promotion, terms and conditions as well as restrictions can be different between those which apply to the Website and those which apply to each AIGLE store in Hong Kong.
FAQs
| Q1. | Do I need to return the shoe box if I want to exchange footwear? |
| A1. | Yes, you have to bring back the shoe box. We reserve the right to refuse the exchange if the shoe box is missing. |
| Q2. | During exchange process, can I enjoy the same discount/offer for new/replacement product(s) as those that I got as part of the Purchase Order on the Website? |
| A2. | In the process of exchange, we will refer to the discounted value of that product(s) as shown on the Sales Memo and, if applicable, to your AIGLE Membership status before checkout. Please be aware that exchange policy may not be applicable to various promotion programs: please contact our Customer Service or ask a sales consultant in an AIGLE store in Hong Kong for more details. |
| Q3. | Can a defective product be exchanged? |
| A3. | Yes, subject to conditions. For more details about defective products, please refer to the Terms or contact our Customer Service. |
| Q4. | Can I exchange a product that I purchased in an AIGLE store in Hong Kong and which I previously reserved through the C&R Service? |
| A4. | Yes, in such case, application for exchange must be made within fourteen (14) days from the date of purchase, as appears on the related sales memo. Since purchases of products in an AIGLE store in Hong Kong (even if the products were previously reserved through the C&R Service) are subject to the terms and conditions of such AIGLE store, please ask directly a sales consultant in-store for more information about applicable exchange conditions. |
The Pay & Delivery service (the “P&D Service”) offers you the possibility to purchase products presented on the Website for delivery by the courier appointed by us (the “Courier”) within the Hong Kong Special Administrative Region (HKSAR).
The P&D Service is governed by the Website Terms and Conditions (the “Terms”) accessible by clicking here. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
All terms used herein and which are defined in the Terms shall have the same definition, unless otherwise expressly specified.
You can find products to purchase on the Website through the P&D Service by searching with keywords or by selecting categories from the menu and filtering.
You can easily add selected products to your shopping bag and continue shopping.
Once you have all the products you wish to purchase, select the shopping bag icon in the top right corner of the page to open your shopping bag and review products, quantities and all details of your Purchase Order. From there you can proceed to checkout and enter your shipping and payment information.
If you are a registered member of our AIGLE Membership Club, you can also add products into your Wishlist to share with your friends & family, and for later purchase.
FAQs
| Q1. | Can I use the P&D Service without being a member of the AIGLE Membership Club? |
| A1. | Yes. For P&D Service, you can submit a Purchase Order as “Guest” or you can register (or log-in to your account) as member of our AIGLE Membership Club to enjoy membership benefits and special offers. |
| Q2. | How do I change my account details? |
| A2. | You can change your account details by logging-in to your account using your email address and password in “Member Login” page, and you can edit your email address and login password under “My Account” page. |
| Q3. | What do I do if I have forgotten my password? |
| A3. | Select “Forgot Your Password?” in “Member Login” page. Then enter your email address to receive a password reset link by email. |
| Q4. | How will I know that you have received my Purchase Order? |
| A4. | We will send you an email to acknowledge receipt of your Purchase Order, usually within 24 hours from the submission of the Purchase Order. Please contact our Customer Service with your Purchase Order details if you do not receive this acknowledgement email. Please note this email is not an acceptance of your Purchase Order by us. Your Purchase Order is not accepted by us until we send you the Shipping Confirmation Email. |
| Q5. | If a product is unavailable/out-of-stock, is there a way I can be notified when it is available? |
| A5. | For queries about unavailable/out-of-stock products, please contact our Customer Service or visit one of our AIGLE stores in Hong Kong. |
| Q6. | What happens if I “Add To Wish List” a product? |
| A6. | Once you “Add To Wish List” a product, it will move into “My Wishlist” under “My Account” page, you can move the products to your shopping bag or share with your friends and family. |
| Q7. | Can I change myself the Delivery Address after submission of a Purchase Order? |
| A7. | No, you cannot change yourself the Delivery Address after submission of a Purchase Order. In case you wish to change it, please contact our Customer Service and we will do our best meet your request. However, once your Purchase Order begins to progress in our system, we may not be able to amend it. In case the delivery of your products is already in progress, you can contact the Courier to try to change the Delivery Address. |
| Q8. | What happen if I have chosen to be delivered to a designated address but I am not present at this address at the moment of the delivery of my products? |
| A8. | The Courier will contact you in order to arrange a new delivery on another day. If you cannot be reached by the Courier, your products will be returned to us and you will not be refunded. |
| Q9. | What happen if I have a chosen to be delivered to a pick-up point and I do not pick up my products within the six (6) calendar days timeframe? |
| A9. | In case you fail to pick up your products within the six (6) calendar days at the selected pick-up point, our Customer Service will contact you and you will be asked to pick up your products at such pick-up point, it being specified that you will be charged of additional keeping charges. If you cannot be reached by our Customer Service, your products will be returned to us and you will not be refunded. However, our Customer Service will notify you the delivery failure by email and a new delivery could be arranged with our Customer Service. You will have the possibility to be delivered to the Delivery Address of your choice within the HKSAR but you will be charged a handling fee HK$100 per item. |
| Q10. | What happen if I have chosen to be delivered to a pick-up locker and I do not pick up my products within the forty (40) hours timeframe? |
| A10. | In case you fail to pick up your products within the forty (40) hours at the selected pick-up locker, you may contact the Courier to arrange a new delivery of your products. If you do not contact the Courier to arrange a new delivery within six (6) calendar days from the day your products have been initially dropped-off in the locker by the Courier, your products will be returned to us and you will not be refunded. However, our Customer Service will notify you the delivery failure by email and a new delivery could be arranged with our Customer Service. In either case, you will have the possibility to be delivered to the Delivery Address of your choice within the HKSAR but you will be charged a handling fee HK$100 per item. |
| Q11. | What should I do if I do not receive the SMS notifications from the Courier? |
| A11. | If you do not receive the SMS notifications, you may log in your account on the Website and select “Order Status” to track the delivery progress of your products. |
| Q12. | What happen if I refuse to receive/pick up the products delivered by the Courier? |
| A12. | If you refuse to receive/pick up the products you ordered, they will be returned to us as undeliverable and there will be no refund for your products. |
| Q13. | Which is the current courier appointed by you and how can I contact it? |
| A13. | The current courier appointed by us to deliver your products is SF Express. In case you have any delivery inquiry or issue with respect to the delivery of your products, please contact the Customer Service Hotline of SF Express: (852) 2730 0273, or use their online service chatbox. |
| Q14. | Can SF Express deliver any Delivery Address designated by me within the HKSAR? |
| A14. | No, you can check if the Delivery Address you want to designate can be delivered by SF Express on SF Express’s website: http://www.sf-express.com/hk/tc/dynamic_function/range/. |
| Q15. | After purchase of a product on the Website, can I ask for an alteration (e.g. to shorten the length of pants)? |
| A15. | Yes, you can ask for an alteration at any AIGLE store within the HKSAR (excluding any AIGLE outlet store), subject to the presentation of the related Electronic invoice and Client copy memo. Please note that not all products can be altered and that an alteration service charge will be induced. Please ask a sales consultant in-store for more information and details. |
| Q16. | Can I use AIGLE gift voucher for P&D Service? |
| A16. | No, AIGLE gift vouchers cannot be used for P&D Service. |
| Q17. | If I am Platinum or Gold member of the AIGLE Membership Club, can I check or redeem my bonus points online for P&D Service? |
| A17. | No, P&D Service does not accept bonus points redemption currently. You can however check your bonus points in Hong Kong (except Citygate store) or contact our Customer Service. |
| Q18. | If I am Silver member of the AIGLE Membership Club, can I check my accumulative spending by logging-in to my membership account on the Website? |
| A18. | No. You can however check your accumulative spending in AIGLE stores in Hong Kong (except Citygate store) or contact our Customer Service. |
| Q19. | Will I necessarily find on the Website the products that I have seen in AIGLE outlet store/AIGLE private sales/SOGO thankful week in Hong Kong? |
| A19. | No, since only selected products are available on the Website. |
| Q20. | If I find that a product purchased through the P&D Service is defective, what should I do? |
| A20. | For more details about defective products, applicable conditions and procedure, please refer to the Terms or contact our Customer Service. |
| Q21. | What should I do if my package is empty or if the products contained inside are damaged? |
| A21. | You can log in your account on the Website, fill in the corresponding form and you will be contacted by our Customer Service which will assist you. |
| Q22. | How can I contact your Customer Service? |
| A22. | You can contact our Customer Service: - via email to service.hk@aigle.com ; - via the “Contact Us” section on the Website; or - via phone at +852-24256226, from Monday to Friday (excluding public holidays in Hong Kong), between 10 am and 5 pm. |
Return Policy
All terms used here and which are defined in the Website Terms and Conditions accessible by clicking here (the “Terms”) shall have the same definition, unless otherwise expressly specified. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
You may return to us the products purchased through the P&D Service in two (2) cases:
| - | A return for REFUND; |
| - | A return for EXCHANGE. |
In either case, to be accepted by us, the return of your products shall be made in full accordance with the process described below in paragraph (a) and shall meet the conditions and requirements set out below in paragraph (b). Otherwise, we expressly reserve the right to refuse your return.
Please note that it is only when and if we accept your return that you will be eligible, as the case may be, to a refund or an exchange of your products.
(a) Return process
- If you ordered as an AIGLE MEMBER, you need to log in your account on the Website to find your order; if you ordered as a GUEST, you need to find your order details by clicking on “FIND ORDER” at the bottom of the Website; in both cases, you then need to fill in and submit the Return Request Form.
- You will be contacted by our Customer Service which will assist you in the return of your products and provide you with relevant instructions.
- If you request for a return for REFUND, the return is only possible through the Courier; we will arrange the pickup of the products by the Courier and you will be charged a handling fee of $100 per item;
- If you request a return to EXCHANGE, you will be offered two (2) options:
- a return of your products through the Courier; in such a case, we will arrange the pickup of the products by the Courier and you will be charged a handling fee of $100 per item; or
- a return of your products by you directly to any AIGLE store in Hong Kong (excluding any AIGLE outlet store); in such a case, you will NOT be charged any handling fee or other charge.
(b) Conditions and requirements
- The products must have been purchased by you on the Website;
- The Return Request Form must be submitted to us within fourteen (14) days from the Ship Date, such date appears on the Client Copy Memo which was inserted in your delivery parcel;
- The products must be returned in resalable conditions, i.e. in the same conditions they have been originally sent to you (with the original packaging, all labels and hangtags -including slings- must not have been removed or damaged, etc.);
- The products must not have been used, damaged, soiled, washed or modified in anyway whatsoever (products only tried on being acceptable);
- Any gift with purchase or promotional giveaway which was issued to you with the products shall be returned together with the products in an unused and undamaged condition in its original packaging;
- The client copy memo which was issued to you with the products must be included in your return;
- Due to hygiene concerns, socks, insoles, swimwear and underwear are non-returnable.
- Any promotional or discounted products purchased by you on the Website cannot be returned, whether for refund or exchange.
FAQs
| Q1. | Do I need to return the shoe box if I want to return footwear? |
| A1. | Yes, you have to return the shoe box. We reserve the right to refuse the return of the footwear if the shoe box is missing. |
| Q2. | Can I return my products by dropping them off in a pick-up point or a in a pick-up locker? |
| A2. | Can I return my products by dropping them off in a pick-up point or a in a pick-up locker |
| Q3. | Can a defective product be returned even if the Return Request Form has not been submitted within the fourteen (14) days period from the Ship Date? |
| A3. | Yes, subject to conditions. For more details about defective products, please refer to the Terms by clicking here or contact our Customer Service. | Q4. | Can I return promotional or discounted products purchased on the Website? |
| A4. | Except in the specific case of defective products as set forth in the Terms, please be aware that you cannot return any promotional or discounted products purchased on the Website, whether for refund or exchange. |
Exchange
All terms used here and which are defined in the Website Terms and Conditions accessible by clicking here (the “Terms”) shall have the same definition, unless otherwise expressly specified. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
Exchange of products purchased through the P&D Service is possible subject to compliance with the following process and conditions:
- Application for exchange of products must be made within fourteen (14) days from the date of the related Shopping Invoice Email, such date also appears on Client Copy Memo in the delivery box;
- Your exchange will only be accepted if you return the products you wish to exchange in full accordance with the terms of our return policy accessible by clicking here ;
- Each product can only be exchanged once;
- If you request for EXCHANGE, you will be offered one (1) option: - a return of your products through the Courier; in such a case, you will have to arrange the pickup of the products by the Courier and you will be charged a handling fee $100 per item.
- As part of an exchange through the Courier, please note that the exchange of a product can only be made in color and in size with the same product style (and same price) than the product you wish to exchange.
- As part of an exchange in any AIGLE store in Hong Kong (excluding any AIGLE outlet store), please note that the exchange of a product can only be made with one product of any type (whether the same or a different product than the product you wish to exchange), provided that the price of such product is the same or is higher than the price of the product you wish to exchange. If the price of the new product chosen is higher than the price of the product you wish to exchange, you will have to pay the price difference in-store. Please also note that prices, promotions, terms and conditions, as well as restrictions, can be different between those which apply to the Website and those which apply in-store.
FAQs
| Q1. | During exchange process, can I enjoy the same discount/offer for new/replacement product(s) as those that I got as part of the Purchase Order on the Website? |
| A1. | In the process of exchange, we will refer to the discounted value of that product(s) as shown on Electronic invoice plus Client Copy Memo and, if applicable, to your AIGLE Membership status before checkout. Please be aware that exchange policy may not be applicable to various promotion programs. Please refer to the promotion terms and conditions or contact our Customer Service or ask a sales consultant in an AIGLE store in Hong Kong for more details. |
| Q2. | Can a defective product be exchanged? |
| A2. | Yes, subject to conditions. For more details about defective products, please refer to the Terms or contact our Customer Service. |
| Q3. | In the exchange process, will the new products be delivered to me necessarily through the same delivery method initially chosen for my Purchase Order? |
| A3. | Not necessarily. You will have the possibility to choose the delivery method of your choice to receive the new products, at your own cost. |
SHIPPING TIMELINE
Please note that we do not provide delivery on Saturday, Sunday and Public Holiday.
DELIVERY AREA
We offer shipping to addresses within HKSAR only.
DELIVERY CHARGE
When you shop with the PAY & COLLECT, PAY & DELIVERY or INSTANT MESSAGING SHOPPING SERVICE:
If you purchase the products as Platinum Member, free delivery will be offered no matter how much you spent.
If you purchase the products as Silver/ Green Member, free delivery will be offered upon net purchase of HK$600. For order with net purchase less than HK$600, HK$50 will be charged for delivery.
If you purchase products as a GUEST, the delivery charge is HK$50 per order.
You may choose your preferred shipping method during the checkout process. Related charges will be indicated on your order summary.
If the products are returned to us due to conflict between the delivery address and the address you filled in, no delivery charge can be refunded.
All terms used here and which are defined in the Website Terms and Conditions accessible by clicking here (the “Terms”) shall have the same definition, unless otherwise expressly specified. In the event of any inconsistency between this page and the Terms, then the Terms shall prevail.
PAYMENT METHOD
Only payment with following credit cards are available on the Website for the P&C/P&D Service:
- Visa
- MasterCard
- American Express
- UnionPay
- WeChat Pay
- AlipayHK
- Apple Pay
For Apple pay option, it will only display if you using Apple device such as iPhone, iPad or Mac. For more information, please refer https://support.apple.com/zh-hk/apple-pay
PAYMENT CURRENCIES
Online purchases are charged in HKD ONLY.
PAYMENT CONDITIONS
Online purchases are charged in HKD ONLY.
Please note that Purchase Orders are placed with us, Green Square Marketing Limited, a Hong Kong based company. Your card issuer may apply international bank charges. In addition, if your credit card is not denominated in HKD currency, the final price will be charged in the currency of your card. This will be calculated and charged by your card issuer. We have no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before submitting a Purchase Order.
FAQs
| Q1. | When will I be charged for the price of products ordered? |
| A1. | Your card will be charged upon confirmation of your Purchase Order by us (i.e. on the date of the Order Confirmation Email/Shipping Confirmation Email). However, please note that your credit card issuer may reflect in your bank account balance the deduction of funds before, i.e. upon submission of the Purchase Order. |
| Q2. | Is saving my credit card information secure? |
| A2. | No credit card information are stored on the Website. Such information is encrypted using the Secure Socket Layering (SSL) technology. Payments are processed by our technical provider Adyen. |
| Q3. | Why did the payment on the Website with my credit card fail? |
| A3. | If payment with your credit card fails, please contact your issuing bank. Before doing so, please ensure that: a) the card details and payment information entered are correct, b) your credit card has not expired. |
| Q4. | Do we accept Apple Pay |
| A4. |
Yes, the Apple Pay option will only display if you are placing your Purchase Order with Apple device such as iPhone, iPad or Mac. For more information, please refer to https://support.apple.com/zh-hk/apple-pay |
Please refer to this site for more details.