Frequently asked questions

FAQs we're here to help

Q1. What are the payments methods accepted on Pepperuko.hk?

Orders processed on pepperuko.hk are 100% safe as our international partner PayPal manages them.

The payment methods are as follows:

  • Credit card (Visa and MasterCard)
  • Debit card (Visa and MasterCard)
  • PayPal

Every time you make an online order with us you don’t immediately pay for it, but give us an authorisation to take money from your Bank/Card only. When the order is processed and dispatched your Bank/Card will proceed with securing the payment and your money will be taken out of your account.

If your account shows a double payment it may be that your Bank/Card has delayed the transition from authorisation to request of the payment. If you need any further info please contact your Bank/Card issuer.

FREIGHT COLLECT (for HK/Macau and some area of PRC only): the freight forwarder will collect delivery charges directly from you. In case you choose to receive our products by freight collect, keep in mind that we are not responsible at all for delivery charges.

Q2. I forgot my password. How can I recover it?

To recover the password you need to go to pepperuko.com, click “login” and “Forgotten Password?”

Enter your email address associated with your PepperuKo account and wait a few seconds.

You will receive an automatic message with a temporary password to login in your inbox (always also check in Spam). You can change the temporary password by going to the “Change Password” page in the settings wheel (you’ll find it in the upper right corner of the website).

For any further problem with your account you can drop an email to storeonline@pepperuko.hk

Q3. How do I order on PepperuKo.hk?

Web site: pepperuko.hk (you are here already…)

To place an order on Pepperuko HK you can follow the steps below:

  1. Log in or Sing up the website. You need an account to place an order;
  2. Browse the website and add to the cart the products you want to buy. (Check out our rules for the discount here);
  3. Once you have added all the products, press “Proceed to Checkout”;
  4. Add your delivery address. Make sure your address is right and courier can find you easily (apartment number, name on door phone etc.)
  5. You can use the box “Special instructions for delivery or gift message details” to insert special instructions;
  6. Add a payment method (credit/debit card or PayPal);
  7. You can add a promo code if you have it;
  8. Press to “Continue to Payment Details”;
  9. Check the summary and confirm the order.
  10. Please, once you have placed the order, check in the confirmation e-mail that the delivery address is correct.

Shop in person – NO WALK-IN PLEASE!:

Unfortunately we cannot deal with walk-in sales, we are not a shop.
On the other hand you can choose to pick up your order at our office (Suite C, 9/F, Grand Progress Building, No. 58-62 D’Aguilar Street, Central, Hong Kong) from 10:00 am to 5:00 pm (Monday-Friday).

Q4. Can I add products to my order already placed?

It is a bit compicated for us to mange an ordere that has already been processed so we suggest you to place another oder and contact us to arrange for a single delivery.

You can send an email to storeonline@pepperuko.hk stating the number of both your orders and ask to consolidate the delivery.

Q5. Can I cancel an order?

You cannot cancel an order once it has been submitted, even if our acceptance or rejection of your order is still pending.

Q6. Why didn’t I receive some of the ordered products?

Unfortunately, sometimes it may happen that some products are not in stock. In this case we do not add them to your invoice and do not charge you for it.

If this is the case, then the order you made for the remaining products will only be accepted when we send a further acceptance of that part of your order.

You should receive an email or a message from our customer service to alert you of any missing products or split delivery.

Q7. What will happen in case you have to cancel my order?

Since we reserve our right not to accept or cancel an order for any reasons at our sole discretion, including without limitation:

a. no sufficient stock to deliver the products you have ordered;
b. no delivery can be arranged for your area; or
c. one or more of the products you ordered was listed at an incorrect price due to a human or computer error or an error in the pricing information provided by the producer.

If the order is cancelled by us, if you have already made any payment, we will make a refund on any sum deducted by us from your credit card as soon as possible.
Please consider that generally process the refund in one or two days at latest but our payment service provider as well as your card issuer may need more time to credit your account.

Q.8 I received incorrect or damaged products. What can I do?

Please send an email to storeonline@pepperuko.hk stating the order number, the missing products, the quantity missing or the incorrect ones. If you have received any damaged products please send a photographic proof as well. Please do not forget to state whether you’d like a voucher or a bank transfer

To receive your refund please allow us some time to make a minimal assessment of your issue.

Q.10 How are my products delivered?

All delivery are entrusted to international couriers with great reputation and with several years of experience in the field.

Outside Hong Kong orders are dispatched with express delivery (48-36 hours) using all the technologies to keep your products safe.

Every shipment is trackable form our website from the moment that it is delivered in the hands of the freight forwarder.

Q.11 How can I track my shipment?

Deliveries are entrusted to international couriers with great reputation and with several years of experience in the field. The tracking number assigned to your package will be available on our website shortly after the freight forwarder will have piked it up, so you can check it on the courier’s website.

For any issues with your delivery you can contact storeonline@pepperuko.hk

Still question?

X