Frequently Asked Questions
- What courier do you use for deliveries?
- How long does delivery take?
- How much is delivery?
- Can I track my item?
- How do I know if my item has been dispatched?
You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.
- What if I'm not home when it's delivered?
If a EMS shipment cannot be delivered a card will be left and the courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot, from here collection or re-delivery can be arranged. Should this fail the parcel will be returned to CreamSoda and we will contact you directly.
Should SF not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to CreamSoda. Please note, DPD have different procedures for different countries.
For further information please contact our customer service team via email.
- Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
- Can I change the delivery address?
For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.
Orders placed over the telephone must be shipped to the billing address.
If the order has already left our warehouse, then the delivery address cannot be changed.
- Do you deliver to BFPO addresses?
We can ship to BFPO addresses.
Please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.
- Do you deliver to PO Box adresses?
No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
- Do you deliver to my country?
We deliver to almost all countries worldwide. Please refer to our Shipping Matrix for further information.
- Do I have to pay Customs & import charges if I live outside of the CN?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductable from any refund due.
- The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.
- Shipments to Russia
Due to new regulations on shipments going to Russia you must provide both an email address and mobile telephone number when placing your order. Once your order has been shipped you will be contacted by a clearance broker on behalf of our courier FedEx who will begin the clearance process.
Please feel free to contact our Customer Service team should you have any queries regarding shipments to Russia.
- Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
- Which credit cards do you accept?
We currently accept Paypal on www.creamsoda.cc, in our retail stores - Mastercard, VISA, China UnionPay Card, EPS.
- What currencies can I use?
We only accept payment in HK Dollars at checkout, however upon selection of the preferred currency we will, at this point, provide you with an approximate conversion.
*Please note your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.
- Can I use a different payment method?
No. Sorry, we only accept Paypal currently.
- When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
- Are all of your products genuine?
Yes, we are licensed stockists for all of our products. They are 100% authentic.
- Do you have more sizes available?
With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please emailour web team, they will be happy to help.
- Will you be getting more stock?
We do our best to get re stock in popular items however, due to the limited or handmade and made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new product regularly which means we don't tend to re-stock a lot of our items.
We do not currently have the facility to let you know if or when an item is due back in stock.
If you would like to ask about a product, size or colour that is not shown, please email our customer service team.
- What is a Pre-Order?
We offer our customers the chance to purchase certain limited styles prior to release. Payment is taken at the time the order is placed and guarantees the goods will be shipped immediately once the product arrives into stock.
Due to the nature of some of these releases we cannot always confirm when the goods will arrive into stock, however, we will endeavour to keep you updated on the progress of your order.
- Can I get more information on a product?
We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email our customer service team, they will try to provide you with all the information you require.
- The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.
- Do you price match?
We do our best to offer you great product at competitive prices, however, should a HK online competitor be offering a like for like product at a cheaper price we will be happy to match their price.
We can not guarantee price match on product being sold on websites outside of the CN as our pricing structure must accommodate customs, excise and importation costs.
Please contact our Customer Service team via email for more information.
- I'm new, how do I order?
At CreamSoda we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you need to register an account with us. This process is very simple and will ensure you can quickly and safely make orders.
Once you have created your account you can browse the site; either using the categories or departments listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart.
- How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrpancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email.
- How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
- Can I change or cancel my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email Customer Service team for assistance.
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.
- Where is my order?
If your order has not arrived when you were expecting it then please check the following:
Check you have received a dispatch confirmation email.
Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?
Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
Check no one else residing at your address has taken receipt of your parcel.
If you still can't locate your parcel then please do not hesitate to contact our customer service team via email with your order number to hand. We will endeavour to find your parcel straight away.
All of our shipments are insured to the necessary value so should it not be found we will arrange a replacement or refund for you.
- Part of my order is missing or incorrect?
If an item is missing from your order please contact our customer services team via email or phone with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.
From time to time mistakes do happen, however, we will do our best to rectify any errors we have made. Please contact our Customer Service team via email and we will rectify any mistakes as quickly as we can.
- What is your online returns policy?
If you are not fully happy with the goods you have received, you can return them to us within 3 days of receipt, providing they are in original resalable condition.
Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.
We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.
This does not affect and is in addition to your statuatory rights as a consumer.
Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post.
Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.
For further information please visit our Returns section.
- How do I return an item?
For information on returning an item please Click Here.
- Can you confirm you have received my return?
We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email.
- How long will it be before I get a refund?
We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.
- How long will it be before I get an exchange?
We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.
- Who pays for return postage?
- Why have you not refunded the original delivery charge?