Frequently Asked Questions

Need help? Please find some of the Frequently Asked Questions that might provide you with the information which you are looking for. Click on the topics below to read more.

Search

There are two ways to find Products and information in our store:

• Search:you can search for Products by typing a term relating to the product into the SEARCH box located at the top of this page. Results are categorised based on the categories which the Product belongs.
• Browse our Product catalogue:mouse over the Product categories located in the main navigation bar. Each sub-category links to a Product listing page where you can refine your searches.

Product availability

A Product's availability is indicated as:

• In stock: the Product is available to order and can be delivered.
• Out of stock: the Product cannot be ordered, but you can ask to be notified when it is back in stock.

Notify me when available

You can ask to be notified by email as soon as Products that are out of stock become available. Simply click on NOTIFY ME WHEN AVAILABLE to provide your login credentials or register for an account.

How to place an order

Follow the steps below to place an Order for a Product that you would like to purchase:

• Add Product to cart: While you are at a Product page, click ADD TO CART to add that Product into your shopping cart. You will also notice that the item would be added to MY CART located at the lower navigation bar.
• Review your cart: Review the item which you have added to your shopping cart. You are able to remove any items or update your shopping cart. Click CHECKOUT to proceed.
• Checkout step 1: You will be given the option to login, register or proceed as guest. For more information, please refer to the FAQ section on the advantages of registering.
• Checkout step 2: Fill in your billing information and indicate if the address provided is also your shipping address.
• Checkout step 3: Fill in your shipping address if you have indicated that the address provided in the billing information is different. You will bypass this step if you have indicated that the shipping address is the same.
• Checkout step 4: Review the shipping fees. For more information about the shipping charges, please refer to our FAQ on the Delivery modes, costs in the Delivery section.
• Checkout step 5: Insert your payment information
• Checkout step 6: Review the Order details. You can make changes to any of the information which you have provided earlier by clicking on the EDIT or CHANGE buttons. Click PLACE ORDER to confirm your Order. Your Order will be placed after this point.
• Order confirmation: You will be provided with the Order Number. Click CONTINUE SHOPPING if you wish to return to the Nikon Store homepage.

Order Status

If you are a registered customer, you can go to MY ACCOUNT - MY ORDERS to see the status of your Order. Click VIEW ORDER to view the Order information or print the invoice.

Orders are designated as:

• Processing: your Order has been placed on the Nikon Store.
• Complete: your Order has been verified and has been packed and dispatched.
• Cancelled: your Order has been cancelled.

Wish list

You can ask to be notified by email as soon as Products that are out of stock become available. Simply click on NOTIFY ME WHEN AVAILABLE to provide your login credentials or register for an account.

Register/login as a customer

Creating a Nikon Store account will allow you to:

• Check out more quickly
• Check the status of your Orders online
• Obtain a history of items you have purchased
• Save Products you are interested in to your Wish List

Register

By creating a Nikon Store account, you can personalise your Nikon Store experience. You will be redirected to account registration page when you click CREATE AN ACCOUNT in the Nikon Store.

Should you forget your login credentials, go to Nikon Store to reset your account password.

Login

Log in to your Nikon Store account for quicker checkout and more personalised experience. You will be redirected to account registration page when you click CREATE AN ACCOUNT in the Nikon Store.

Should you forget your login credentials, go to Nikon Store to reset your account password.

Forgot password

If you forget your password, go to Nikon Store login page and click on ’Forgot your password?’. You will be asked for your email address so that your login credentials can be reset, and the new login instructions will be emailed to you.

Change personal details

You can edit your personal details when you login to MY ACCOUNT. Simply enter the new information in the relevant fields and click on SAVE CHANGES.

Delivery method

1. Door-to-Door delivery
   Nikon uses Shun Fung Express to make sure your Order is delivered on time. Once we have confirmed your payment, we will dispatch your order from our warehouse (subject to Product availability) within six (6) Business Working Days for Hong Kong and ten (10) Business Working Days for Macau. Free delivery applies to all Hong Kong and Macau Orders when the purchase amount is over Hong Kong Dollars Five Hundred (HKD500).  Otherwise, we charge a flat delivery fee of Hong Kong Dollars One Hundred (HKD100).

Delivery partner

Our delivery partner is SF Express.

• Can I change the delivery address of an Order?
  You cannot change the delivery address once the Order is confirmed. So please make sure you input the correct delivery information when you place Order.
• Can I send an Order to my work address?
  Yes. You can use different addresses for billing and shipping.
  Please note that in some circumstances, delivery times are quicker to a work address than a home address.
• How can I see if the Order has been shipped?
  To check if your Order has shipped, login to your Nikon Store account and check the STATUS reflected on your recent Orders. If the Order has been dispatched, its status will be reflected as:
  • Completed: your Order has been verified and has been packed and dispatched.
• Can I track my Order?
  You must purchase your Product as a member of Nikon Store to be able to track your Order. Registered Nikon Store members can monitor their Order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Delivery Costs

Free delivery applies to all Hong Kong and Macau Orders when the purchase amount is over Hong Kong Dollars Five Hundred (HKD500). Otherwise, wee charge a flat delivery fee of Hong Kong Dollars One Hundred (HKD100).

Delivery Times

Once we have confirmed your payment, we will dispatch your Order from our warehouse within Six (6) -Ten (10) Business Working Days. However, exact timelines depend on the availability of the Product. Our customer service team will be in contact with you within this time frame in the unlikely situation that we are unable to ship your Order or unable fulfil all or part of the Order.

All Orders are delivered by express carrier to ensure the fastest delivery experience and will need you to sign for the Product upon receipt. If you are unavailable at the time of delivery, the courier will leave a note and the Product will be dropped off at the nearest pick-up point to be picked up.

You must purchase your Product as a member of Nikon Store to be able to track your Order. Registered Nikon Store members can monitor their Order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Delivery outside the region

You must purchase your Product as a member of Nikon Store to be able to track your Order. Registered Nikon Store members can monitor their Order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Delivery outside the region - International deliveries are not permitted. Orders can only be delivered to addresses located in Hong Kong and Macau.

Payment methods

We accept the following payment methods:

• Credit Card: Mastercard, VISA, American Express
• e-Payment: Alipay, Apple Pay, PayPal, WeChat Pay 

When will Nikon charge to your account

For credit card transactions, you will be asked to fill in your credit card details during the checkout process. Our payment provider will check your credit card details and authorise the payment if the check is successful. The money will then be charged to your card at this point. If there is a problem charging the money, our customer service team will contact you.

Transaction failure

Nikon uses a third-party payment provider to verify your credit card credentials with your bank.

Reasons for denying a credit card include:

• Insufficient funds in your account.
• The credit card is blocked.
• The credit card is registered as stolen and has been blocked.

If your credit card has been rejected, you will need to contact your bank to find out why this has happened. Nikon does not have access to your financial information and will not be able to let you know why the transaction has failed.

Terms of return

Please refer to the points below for more information about our Returns Policy.

Returns request procedure

You must provide a valid invoice to confirm the item was purchased from Nikon Store Hong Kong.

Returns for an exchange, refund or repair are available for Products that are damaged in transit, faulty out of the box, do not work properly.  Otherwise, no returns will be accepted.

Please contact Nikon Customer Support Center within fourteen (14) days after receipt of the Product if you would like to make a return or request the repair or replacement of the Product.

         Nikon Customer Support Center
         
         Address: Unit 2007-2009, Tower 2, Grand Century Place, 193 Prince Edward Road West, Mongkok, Kowloon, Hong Kong
         Office hours: Monday – Friday: 10:00 am to 7:00 pm, Saturday: 10:00 am – 5:00 pm, Closed on Sunday and public holidays
         Tel: (852) 2907 1122
         Email: shop.hk@nikon.com

If Nikon, in its sole and absolute discretion, determines that the Product is defective and you are eligible to exchange the Product, we will notify you accordingly and we request you to follow the instruction and send back the Product with the original receipt (or gift receipt) and original packaging to Nikon Customer Support Center within thirty (30) days of the date you received the Product.

All returned Products are required to have the professional check and to ensure that no parts or accessories are missing. If we received the returned Product in condition acceptable to us, our customer service team will contact you in order to exchange, refund or repair. The way your refund is processed depends on your original payment method.

If you return Products that do not meet the conditions outlined here, they will not be accepted and will immediately be sent back.

Cancel an order

• Can I only cancel part of my order or the entire order?
  
  We do not accept cancellation of a partial or the entire Order once payment is confirmed. 

Contact our customer service team at (852) 2907 1122 during office hours (Monday to Friday: 9:00 am – 6:00 pm, Saturday: 9:00 am – 1:00 pm, Sunday and public holiday: closed) or email us at shop.hk@nikon.com

In the event of any conflict of interpretation between this FAQ Policy and any translation hereof, the original English version shall prevail.