MY ORDER
Q: I need help with my order but can’t reach customer support.
A: Our Customer Care team is available Monday to Friday, 11:00 AM – 6:00 PM (GMT+8), excluding Hong Kong public holidays and weekends.
We aim to respond to all enquiries as promptly as possible and appreciate your patience during busy periods.
Q: What should I do if my order is missing?
A: If your order appears to be missing, please contact our Customer Care team at hi@worthitofficial.com with your order number, and we will assist you.
Q: How do I change or cancel my order?
A: Orders begin processing shortly after they are placed to ensure timely fulfillment. Once an order has been submitted, it cannot be modified or cancelled.
Q: How can I check the status of my order?
A: You can view your order status and order history by logging into My Account and visiting the Order Status page.
Q: How long does order processing take?
A: Orders are typically processed within 2–5 business days.
Delivery times are estimated as follows:
- Hong Kong: an additional 1–3 business days
- International: approximately 7–15 business days
Please note that processing times may be longer during peak periods. We do not ship on weekends or public holidays.
Q: Where can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
Q: Do you charge sales tax?
A: We do not charge sales tax. However, international orders may be subject to customs duties or import taxes imposed by your local authorities. These charges are the responsibility of the customer.
Q: My order is missing an item. What should I do?
A: Please contact us at hi@worthitofficial.com within 7 days of receiving your order, and we will review the issue.
Q: My item arrived damaged. What should I do?
A: If your order arrives damaged, please contact us within 7 days of delivery with photos of the item and packaging so we can assist you accordingly.
Q: I entered the wrong shipping address. Can I change it?
A: Once an order has been placed, we cannot guarantee address changes. Please contact us immediately, and we will do our best to help if the order has not yet shipped.
MY ACCOUNT
Q: I forgot my password. How do I log in?
A: Click “Forgot Password” on the account login page and follow the instructions to reset your password. If you need further help, please contact us at hi@worthitofficial.com.
Q: How can I unsubscribe from promotional emails?
A: You may unsubscribe by clicking the link at the bottom of any promotional email. You can rejoin our mailing list at any time.
OUR PRODUCTS
Q: Are your products safe to use?
A: Yes. Our products are thoughtfully formulated, tested, and produced in compliance with international quality and safety standards.
Q: Are your products cruelty-free?
A: Yes. We do not test our products on animals.
Q: Where are your products made?
A: Our products are made in New Zealand, developed with care and attention to quality.
