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| Frequently Asked Questions |
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What are the benefits of creating an account online?
By creating an account at our website, you will be entitled to the following benefits:
Newsletter - If subscribed, you will be updated with the latest news on New Products Release, Promotional Discounts and more. You can always enable or disable the newsletter subscription feature at My Account.
Permanent Cart - Once login, you can save your shopping cart same as a "Wish List." We will remember what you put in the cart, saving it until you are ready to purchase!
Address Book - No need to retype all your address information for repeat orders. We can now even deliver your products to another address other than yours! This is perfect for sending birthday gifts direct to your friends.
Order Progress - View the progress status of your current order at My Account.
Order History - View your history of purchases at My Account that you have made with us.
Redeem Coupons - You will be able to redeem Cash Coupons, % Coupons and Gift Vouchers.
Products Reviews - Share your opinions on products with our other customers.
Speedy Processing - Online orders will be received instantly for speedy processing.
What products do you carry?
We carry a large collection of oriental style clothing, clothing accessories, gifts and home d?cor items. Please click here for full product category listing.
Can you send me a product catalog?
Sorry, we do not have one to send to our customers. As we update our products and prices from time to time, a printed catalog will soon be outdated. In order to cope with this dilemma, we have a Printable Catalog feature which is a compromise of both ends but requires some effort from your side. Please click here for a copy of your DIY catalog.
What online payment gateways do you use?
We use PayPal as our online real-time payment gateway, who is one of the leading online payment processing companies in the world with over 50 million account members worldwide. The payment transactions take place in a secure environment of Secure Sockets Layer (SSL) between you and PayPal directly and we are not informed of any of your credit card details. We only receive an ok/not ok message from PayPal indicating the final result of your payment. For further information about PayPal, please visit them at www.paypal.com. Our PayPal account is paypal@orienttouch.com
You also have a choice of paying through WorldPay, who is an important part of The Royal Bank of Scotland Group, the 5th biggest banking group in the world. WorldPay payment solutions are trusted by thousands of businesses, big and small. The payment transactions also take place in a secure environment of Secure Sockets Layer (SSL) between you and WorldPay directly and we are not informed of any of your credit card details. We only receive an ok/not ok message from WorldPay indicating the final result of your payment. For further information about WorldPay, please visit them at www.worldpay.com.
What credit cards do you accept?
We accept VISA, MasterCard, DISCOVER and AMEX by paying through PayPal; and VISA, MasterCard, DELTA and AMEX by paying through WorldPay.
Can I pay online but without using credit cards
Yes, you can transfer funds from your US bank account to your PayPal account using Electronic Funds Transfer to pay us online.
What offline payment methods are available?
We also accept Wire Transfer, West Union and Money Order payments. If you want to use any of these offline payment methods in placing your order, please tell us in advance and we will activate this payment feature for your account.
To pay by Wire Transfer, please remit your payment to:
Account Holder: YU SHU SUM RODNEY
Account Number: 043-488-0-010814-4
Bank Name: Nanyang Commercial Bank
Bank Address: 1/F., Shop 2, 410 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong
Swift Address: NYCBHKHH
Note: The customer shall be responsible for the bank remittance charges. Please timely email to webmaster@orienttouch.com the payment details for us to check your remittance.
How to convert US$ into my local currency?
You may convert the currency at http://www.xe.com/ for reference. Your credit card will pay us in US$ and charge you in your local currency with a slightly different exchange rate at time of transaction.
When will my order be shipped?
All stock merchandise will be dispatched for shipment within 3~5 working days of receipt of order. Please allow an additional 5~7 working days for custom-made or alteration service. You will be notified via email of any back orders, or other delays in shipping your order. Our available shipping options are (1) 10-day Registered Air Parcel; (2) 5-day EMS Delivery (No PO Box Address); or (3) 3-day Express Delivery (No PO Box Address). All shipments sent by 3-day Express Delivery is at our sole discretion via UPS, DHL, FedEx, or others, depending on type and weight of merchandise and your location. The related tracking number will be sent to your registered email address as soon as your package is shipped out from our warehouse.
How long would it take to receive my items after placing order?
The total time required would be order processing time plus shipping time. A rough estimate for delivering to any major city in the world would be as below:
Stock Orders with Air Parcel Shipment: ~ 13 to 15 working days
Stock Orders with Express Shipment: ~ 6 to 8 working days
Alteration or Custom-made Orders with Air Parcel Shipment: ~ 18 to 22 working days
Alteration or Custom-made Orders with Express Shipment: ~ 11 to 15 working days
NOTE: For request of urgent delivery, please specify when ordering and we might be able to shorten the lead time if condition permits.
What about out-of-stock items?
We make every effort to keep a good stock of all the items on our site. Occasionally, a high-demand item may go out-of-stock. If we are out-of-stock of an item you ordered, we will notify you via email. You may cancel any unavailable merchandise or have a back-order entered at that time.
Do you accept mail order?
Yes. If for some reasons, you do not feel comfortable of creating an account at our website regardless of the obvious benefits and speedy processing for online ordering, you now have the option to place a mail order to us. Just add item(s) to your shopping cart, then checkout with the mail order option without creating an account online.
Do you accept custom-made order?
Yes, we accept custom-made order for a wide variety of clothing. Please click here for details.
Do you accept wholesale order?
Yes, we accept wholesale order. Please click here for details.
Can I cancel my order?
Customer satisfaction is important to all of us at Orient Touch. We will ship your merchandise as quickly as possible. If your order has not yet shipped, we can cancel it for you. A 5% cancellation charge will be imposed to offset the charges of online payment gateways. However, we shall not be able to process a cancellation once your order has been shipped.
Note: All special orders including custom-made and personal name imprinted items must be paid in full at time of order and may NOT be cancelled once we have ordered your merchandise.
What countries do you ship to?
We ship to virtually all major countries with most buyers come from USA, Canada, UK, Spain, Netherlands, Germany, Sweden, France, Australia, Japan, etc.
When will my order be shipped?
All stock merchandise will be dispatched for shipment within 3~5 working days of receipt of order. Please allow an additional 5~7 working days for custom-made or alteration service. You will be notified via email of any back orders, or other delays in shipping your order.
What shipping options are available?
Our available shipping options for retail orders are (1) 10-day
Registered Air Parcel; (2) 5-day EMS Delivery (No PO Box Address);
or (3) 3-day Express Delivery (No PO Box Address). All shipments
sent by 3-day Express Delivery is at our sole discretion via UPS,
DHL, FedEx, or others, depending on type and weight of merchandise
and your location. The related tracking number will be sent to your
registered email address as soon as your package is shipped out from
our warehouse.
(1) Our 10-day Registered Air Parcel
is charged according to the following table for any destination:
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Weight (Kg)
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Postage Rate (USD)
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0.3
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$6.50
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0.6
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$12.00
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0.9
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$17.50
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1.2
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$23.00
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1.5
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$28.50
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2.0 |
$34.50 |
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2.5 |
$40.50 |
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3.0 |
$46.50 |
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3.5 |
$52.50 |
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4.0 |
$58.50 |
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4.5 |
$64.50 |
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5.0 |
$70.50 |
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5.0+ |
$76.50 |
Registered Air Parcel requires you to sign to take
delivery, if you prefer to make delivery without signing, please
specify at "Add Comments About Your Order" during checkout and we
will ship it by Unregistered Air Parcel. By doing so you would agree
that the title of the goods has passed to you upon shipment and no
claim for lost parcel.
(2) Our 5-day EMS Delivery is charged according to the following
table for any destination:
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Weight (Kg)
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Courier Rate (USD)
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0.5
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$17.50
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1.0
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$23.50
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1.5
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$29.50
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2.0
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$35.50
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2.5
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$41.50
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3.0 |
$47.50 |
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3.5 |
$53.50 |
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4.0 |
$59.50 |
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4.5 |
$65.50 |
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5.0 |
$71.50 |
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5.0+ |
$77.50 |
(3) Our 3-day Express Delivery is charged according to the following
table for any destination:
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Weight (Kg)
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Courier Rate (USD)
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0.5
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$22.50
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1.0 |
$28.50
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1.5 |
$34.50
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2.0 |
$40.50
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2.5 |
$46.50
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3.0 |
$52.50 |
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3.5 |
$58.50 |
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4.0 |
$64.50 |
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4.5 |
$70.50 |
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5.0 |
$76.50 |
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5.0+ |
$82.50 |
How to track my shipment?
Once your order has been shipped, we will provide you a tracking number, please enter this tracking number at relevant site below to track your shipment:
Air Parcel: http://www.usps.com/(USA); http://www.postoffice.com/ (Rest of the World)
EMS: http://www.usps.com/(USA); http://www.postoffice.com/ (Rest of the World)
UPS: http://www.ups.com/
DHL: http://www.dhl.com/
FedEx: http://www.fedex.com/
Note:
1. Air Parcel: En-route tracking service is not provided but delivery information only when your local post office dispatched the parcel. Please be patient as the delivery might take 10 or more working days for its arrival.
2. EMS: En-route tracking information is available once the parcel arrives at destination country.
3. UPS/DHL/FedEX: Full en-route tracking information available once we released the parcel.
Who pays for export custom duty?
We will be responsible for all export custom duty on our side.
Who pays for import custom duty?
Import custom duty is usually paid by the customer. However, by shopping at Orient Touch, we will charge a 1.5% tax of the total order amount as an insurance fee for input custom duty. In the very rare case, if your package is held by customs and liable for import duty, Orient Touch will be responsible for paying the import duty for you!
What products can be returned?
All merchandise is guaranteed to be of the kind and quality shown. We accept returns with NO reasons, except the followings are not subject to return:
Custom-made and alteration items;
Personal name imprinted items;
Discounted and bargain items;
Items purchased over 30 days from date of shipment;
Exchange and replacement items;
Items not in original condition as when purchased. This includes wear, alteration, or washing.
What is your procedure for returns?
Please Contact Us and fill in the Return Application Form before you arrange to return, our customer service colleagues will give you full return instruction and might also give you some useful advices. No returns without prior approval. All returns must be carefully packed in the original packaging and shipping cartons with all shipping charges prepaid. We will process your return once received, but you are responsible for any misfortune during shipping.
NOTE: All unauthorized, "freight to collect" or suface mail returns will be refused and no credit will be issued.
What should I do if the goods received are damaged?
All products are carefully wrapped with utmost care to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering carrier immediately, and notify us within 72 hours of receipt of damaged merchandise by you.
Can I request for exchange?
If you request for exchange, we will only replace you the new item upon receipt of your returned unit and the replacement shipping charge. All replacement items are not subject to further exchange or refund.
What is your refund policy?
Cash refund for any authorized return other than for damage or error on our part will be subject to a 15% re-stocking fee to off-set handling and banking costs. You have a choice for full sales credit refund for all authorized returns including damage or error on our part. Shipping charges and taxes are not refundable other than error on our part.
NOTE: All unauthorized, "freight to collect" or suface mail returns will be refused and no credit will be issued.
What kinds of wrapping service do you provide?
We provide three kinds of wrapping service: $0 Standard Wrapping, $3 Gift-Paper Wrapping and $5 Gift-Box Wrapping.
$0 Standard Wrapping: The item is carefully wrapped with combination of packaging materials such as bubble paper, Styrofoam and corrugated cardboard boxes to ensure its safety during delivery, while clothing items are wonderfully wrapped with rice paper.
$3 Gift-Paper Wrapping: This is specially applied to non-clothing items. With a well-select gift card offered free of charge to carry your message if any, we will carefully wrap your specified item with beautiful paper and voile bowknot, or put it in a nice carton box. Your merchandise will then be packed in the way of our standard wrapping service.
$5 Gift-Box Wrapping: This is specially applied to clothing items. A well-select gift card is offered free of charge to carry your message if any, we will carefully wrap your specified item in the elegant gift box with voile bowknots tied outside or in a beautiful gift bag. Your merchandise will then be packed in the way of our standard wrapping service.
How to purchase Gift Vouchers?
Gift Vouchers are purchased just like any other item in our store. You can pay for them using any of the store's standard payment methods. Once purchased and delivered, the value of the Gift Voucher will be added to your own Voucher Account. If you have funds in your Voucher Account, you will notice the Voucher Balance at your account, and it also provides a link to the Send Gift Voucher page where you can send the Gift Voucher to someone via email.
How to send Gift Vouchers?
To send a Gift Voucher you need to go to your account and press the "SEND YOUR FRIEND" button located inside the Voucher Account box. This will link you to the Send Gift Voucher page, where you need to specify the followings: The name of the person you are sending the Gift Voucher to. The email address of the person you are sending the Gift Voucher to. The amount you want to send. (Note: You don't have to send the full amount that is available in your Voucher Account.) A short message which will appear in the email. Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.
How to buy with Gift Vouchers?
If you have funds in your Voucher Account, you can use those funds to purchase other items in our store. At the checkout stage, an extra box Credits Available will appear. Ticking this box will apply those funds in your Voucher Account. Please note, you still have to select another payment method if there is not enough fund in your Voucher Account to cover the cost of your purchase. If you have more funds in your Voucher Account than the total cost of your purchase, the balance will be left in your Voucher Account for the future.
How to redeem the Gift Vouchers?
If you receive a Gift Voucher by email it will contain details of who sent you the Gift Voucher, along with possibly a short message from your friend. The email will also contain the Gift Voucher Redemption Code. It is probably a good idea to save this email for future reference. You can now redeem the Gift Voucher in two ways:
1. By clicking on the link contained within the email for this express purpose. This will take you to the store's Redeem Gift Voucher page. If you do not hold an account at our store, you will be requested to create an account, before the Gift Voucher is validated and placed in your Voucher Account ready for you to spend it on whatever you want.
2. During the checkout process, on the same page that you select a payment method, there will be a Credit Available box to enter a Redeem Code. Enter the code here, and click the redeem button. The code will be validated and added to your Voucher Account. You can then use the amount to purchase any item from our store.
What should I do if problems occur?
For any queries regarding the Gift Voucher System, please contact the store
by email at webmaster@orienttouch.com. Please make sure you give
as much information as possible in the email.
What benefits do I get for discount coupon?
Discount coupons are used to reward our highly valued customers and will be sent by email. We will issue discount coupons for free shipping, cash discount or percentage discount and will instruct you the validity period and benefit you are entitled to.
How to redeem the discount coupon?
We will send you a coupon code by email and you can redeem it during checkout. Just enter the code at the Enter Redeem Code box provided, and click on the REDEEM button.
Can I use more than one coupon at the same time?
Sorry, you can only use one coupon per order.
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