Online Shopping FAQ

Online Shopping

1. How do I know a product is sold out?

When you add a product to your shopping cart, if the product is sold out, GOUTAL Online Store will display a message indicating that the product is not in stock. Please remove the sold-out product to complete your order.

In the rare case that a product in the shopping cart is sold out after the order is confirmed, we will notify you by email that the product has been sold out. Other products in your order will be delivered as usual, and the purchase price for the sold-out product will be returned. If you have any questions about our products, please contact us by email at goutal@amorepacific.com.hk.

2. Do I need to sign up for an account before shopping online?

It is not necessary to sign up for a member account in order to place an order. You can choose "Non-member Checkout" when submitting an order, in which case you need not to register an account. Yet, after registering an account, you can enjoy more benefits:

  • i. Enjoy shopping privileges;
  • ii. Your personal information will be stored safely and the checkout will be faster and more convenient.
  • iii. Unpurchased items will be saved in your shopping cart for possible later purchase;
  • iv. Add your favorite items to your wish list;
  • v. Track your order status and check your order records.

Please click here to register as a GOUTAL member.

3. Are the prices at GOUTAL online store consistent with those at GOUTAL store?

The pricing of all regular-priced items at GOUTAL Online Store is the same as at GOUTAL store.
However, the prices of some product packages may vary due to different promotional offers.

Order Information

1. How do I check the processing status of an existing order?

Upon successful completion of a transaction, you will receive an "Order Confirmation" email with information on the confirmed order.
If you placed an order via a member account of GOUTAL Online Store, you can log in and check the status of the order by clicking "Order Tracking" under "My Account" to find the order number.

2. Can I modify or cancel my online order?

No modification or cancelation is allowed once the order is confirmed.

3. Can I change the delivery address on my order?

Please contact SF Express directly for any enquiry about delivery-related matters. Apologies for any inconvenience caused.

SF Express Customer Service Hotline

  • Hong Kong 2730 0273   Monday to Friday   08:00 - 20:30
  • Saturday, Sunday and Public Holiday   08:00 - 20:00
  • Macau: 2873 7373   Monday to Friday   08:00 - 20:30
  • Saturday, Sunday and Public Holiday   08:00 - 20:00

4. What payment methods are accepted?

We accept payments made by Visa, MasterCard, UnionPay and American Express only.

5. In which currency will I be charged?

All prices are displayed in Hong Kong Dollars and your payment will be settled in Hong Kong Dollars.

6. Why did I fail to submit my order?

Unsuccessful order submission may be related to credit card payment issues. Please check with the card issuing bank first and then contact us for further assistance if necessary.

7. Is there a purchase limit?

You can purchase up to 14 items of the same product and the maximum amount on an order is HK$100,000. Any order exceeding this amount will be canceled. Should you have further questions, please contact us by email at goutal@amorepacific.com.hk for prompt follow-up.

8. When will the online payment be deducted from my credit card?

Your online payment will be deducted on the day of order confirmation under normal circumstances.

9. Can I add items to a submitted order?

No items can be added once the order is submitted. You can place a new order to add items instead.

Delivery and Collection

1. How long will it take to receive an ordered product?

Ordered products will be generally delivered to the designated address or S.F. store (excluding Outlying Islands and remote areas) within 3 working days upon confirmation of the order.

However, delivery time may be affected by festivals (e.g. Christmas, Lunar New Year and Easter).

2. Do you ship to other countries or regions outside of Hong Kong?

We are sorry that delivery service is currently available within Hong Kong (including Hong Kong Island, Kowloon, New Territories and Outlying Islands) and Macau only. Overseas delivery service is not offered.

3. Can I change the delivery method?

We are sorry that change of order information, including delivery method, is not available. If you need to change the delivery method, you may cancel the “unpaid” order and place a new order to select your desired delivery method.

4. What is the latest delivery time for door-to-door delivery?

SF Express’s regular delivery time is 19:00 (18:00 for the Outlying Islands district). You can call SF Express to schedule a delivery appointment in case of any special situation.

SF Express Customer Service Hotline

  • Hong Kong: 2730 0273   Monday to Friday   08:00 - 20:30
  • Saturday, Sunday and Public Holiday   08:00 - 20:00
  • Macau: 2873 7373   Monday to Friday   08:00 - 20:30
  • Saturday, Sunday and Public Holiday   08:00 - 20:00

5. Will a delivery fee be charged for placing an order online?

Free delivery is offered on orders with a total value of HK$500 or above.
For any purchase at a value below HK$500, a delivery fee of HK$40 is charged for a Hong Kong delivery address or HK$90 is charged for a Macau delivery address.

Exchange and Refund

1. Can I request a refund or exchange?

Normally, a refund will not be accepted once the order has been submitted and the payment has completed. If you are not satisfied with the product, please send an email to us at goutal@amorepacific.com.hk specifying the order number, registered name and mobile phone number within 7 working days after the collection of the product. Your concern will be addressed as soon as possible.

2. What can I do if the product received is different from the product ordered?

If there is a problem with the product, please send an email to us at goutal@amorepacific.com.hk specifying the order number, registered name and mobile phone number within 3 working days after the collection of the product for follow-up.

Member Account

1. How to become a GOUTAL member?

You can apply to become a GOUTAL member after purchasing any products at GOUTAL store and GOUTAL Online Store. You just need to fill in the relevant personal information, and the system will automatically establish membership for you.

2. Can I change my membership information online?

You may change your online account's login email and mailing address online.
If you want to change other membership information, you have to go to a GOUTAL store where our consultants are pleased to help you out.

3. Why is my password not accepted?

Your password must consist of 8-16 characters, including at least one lowercase letter, one uppercase letter and one number.

4. What can I do if I forget my login password?

For members who use an email address as the account name for login: If you forget your password, please click "Retrieve Password" on the "Login" page, and then enter the phone number registered for your membership. The system will send the account name for login and a link to your registered phone number by SMS. Just click on the link to reset your password and then you can login again.
If you need to change your password, please "Login" first, then enter "My Account", click "Change Account Password" on the "Personal Profile" page, and press "Save" after changing your password.

5. How do I connect to my online account as a GOUTAL member registered in a physical store?

If you have become a member in a GOUTAL store, all you have to do is visiting GOUTAL Online Store to log in and verify your account with your registered mobile phone number. Then you can connect to your membership and do online shopping.

6. Can I share my member account with others?

In order to protect the rights and interests of members, GOUTAL membership and online shopping accounts are only for the use of registered members, and each member is allowed to register GOUTAL membership and online account once only.

7. Is my membership information secure?

Rest assured, your privacy will be strictly protected. For details, please refer to the privacy policy and the terms and conditions of the website.

Contact Us

GOUTAL Online Store

Customer Service Email Address: goutal@amorepacific.com.hk

*Your enquiry will be handled within 1 working day