Faq

GENERAL


I'm a new customer. How do I create an account / place an order? 
You can simply create an account here.


How can I get the latest news from TAT?
Please feel free to “Like” our Facebook fans page  here  or sign up for TAT news with your e-mail address  here , we will regularly send you our latest news of our products, event activities and discount code!


What can I do if I suspect I'm not receiving emails from TAT?
Please send a request e-mail to info@t-a-t.com.hk with Subject: “Cancellation of News updated”.


What do I do if I have forgotten my password?
If you have forgotten your password, please send us password reset request on the log in page. Or you can send us a password reset request to cs@t-a-t.com.hk with Subject: “Password Reset”.


How do I search for a piece on TAT?
Either visit product page or click on advance search function.


PAYMENT AND DISCOUNT


What payment methods do you accept?
At the moment, we accept PayPal. If you don't have a PayPal account, you can process the payment as guest. More information: Paypal instruction
It is free to use PayPal to pay for purchases, all the transaction will go through Paypal’s security system.


What currencies can TAT handle?
At the moment, you can pay using HK Dollar (HKD).
(Currency conversation fees may apply for international payments.)

 

How can I use the promotion code?
To use a promotion code, add all desired items to your shopping cart and proceed to the Check Out. Review your cart and enter the coupon code you wish to apply to your order. After submitting the code, you will receive verification when it has been applied. Only one code can be used per order.


How do I redeem a gift voucher? What are the terms and conditions? 
To redeem a gift voucher, simply enter the code specified on your voucher at the checkout. 
Please note gift vouchers must be used within the date specified on the voucher, in one transaction, and items purchased using a gift-voucher are exchange only. 


INVENTORY, ORDER AND DELIVERY


How can I know is the item out of stock?
You can refer to our inventory status right below the product description, we will notify customer that if the item is still available, low in stock or out of stock.
However, we cannot guarantee the computer system always run perfectly. If your item is not in stock but paid, we will notify you by e-mail. You will always be notified with the option to cancel your order.


How do I know when you restock specific items?
We always update all our new arrivals and restock items on our Facebook page. Or if you would like to enquire about items you are interested in and make a reservation, please email us at cs@t-a-t.com.hk, we will check that whether we can offer this favor for you. Please note that limited edition items may not restock again.


How will I know if my order is confirmed? 
You will receive an order confirmation via email. 


How can I enjoy free delivery?
You can enjoy free delivery for orders over HKD$800 ( Hong Kong district ) ; HKD$1,000 ( Location out of Hong Kong within China )
If I would like to send a gift to someone but not my original addresses, what should I do?
Please don’t worry! You can save various address in your account, you can feel free to send a gift with different address.
Sure! Please send us an e-mail to cs@t-a-t.com.hk with Subject: A Gift messages from TAT! WITHIN AN HOUR ( According to our time record of received email ) after receiving our order confirmation email. Remember to attach your ORDER INFORMATION (e.g. order number and items code) so that we can process your request quickly and accurately! And make sure your messages DO NOT OVER 30 words!


Can I ship my items to multiple addresses?
Each order can be ship to one address, if you would like to ship your selected items to multiple addresses at the same time, please kindly place the order separately.


Can I include a gift message to the receiver?
Sure! Please send us an e-mail to cs@t-a-t.com.hk with Subject: “A Gift messages from TAT!” within an hour after receiving our order confirmation email. Remember to attach your order information so that we can process your request quickly! And make sure your messages DO NOT OVER 30 words!


Signature on delivery 
If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. 


What is your delivery term?
Most orders are shipped the next business day after they are placed. 
We will do everything possible to ensure your order arrives in a timely manner. Unfortunately TAT cannot be held responsible for conditions beyond our control, such as severe weather or shipping service interruptions.


How can I know the amount of delivery fees I should pay?
Our system will automatically calculate the delivery fees at the checkout.


What delivery options do you offer in Hong Kong?
We provide standard express delivery, HKD$30 per order, FREE delivery for orders over HKD$800. With Door to door service, your order will arrive in 1-2 working days after shipping.
We also offer guaranteed next day delivery, or same day delivery , with EXTRA charge of HKD$15 per order. Both next day and same day delivery may require for additional 1-2 days for remote area here.


Is there any extra time and cost charge for remote area in Hong Kong?
Unfortunately yes. Additional 1-2 days need for both standard express delivery and next day or same day delivery. Additional HKD$60 will be charge for order under HKD$800.


What should I do if I want same day delivery service in Hong Kong?

  1. Please firstly check whether our service available for your address here
  2. Place an order with select item of “same day delivery service” before check out
  3. Then send us an e-mail with your deliver address and order details to:  cs@t-a-t.com.hk before 10:00a.m. (Please refer to our office hour) with Subject: “Same day delivery!”
  4. We will reply by e-mail within 30mins for confirmation.
  5. After confirmation, your parcel will be received in the afternoon.

Please note that the same day delivery service only available for our working days.


What delivery options do you offer in China?
We provide standard express delivery, HKD$30 per order, FREE delivery for orders over HKD$1000. With Door to door service, your order will arrive in 2-3 working days after shipping.


What delivery options do you offer internationally?
We currently offer standard express delivery for all international orders within 5-7 working days, fees charge (PER ORDER) as below:


Location 1 (Taiwan, South Korea, Singapore, Malaysia, Thailand,)

HKD$ 200

Location 2 (Indonesia, Philippines, Vietnam)

HKD$ 300

Location 3 (Japan, Australia, New Zealand)

HKD$ 350

Location 4 (United States, Canada, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Spain, Sweden, Switzerland)

HKD$ 400

*For others locations, we are apologize that unable to provide the delivery service at the moment, but we are working on to add more locations in the future! Please like our Facebook and looking forward to our announcement.


Price is not included applicable taxes. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order and country. Customers are advised to contact their local customs office for further information on current import regulations.


What are the delivery working days?
Delivery working days are classed as Monday to Friday. Weekends are not included, nor are Hong Kong Public holidays. Therefore please allow an extra working day for deliveries over Hong Kong Public Holidays s as detailed below:

1st January: New Year's Day
Lunar New Year's Day
The Second to forth day of Lunar New Year
Ching Ming Festival
Good Friday
The day following Good Friday
Easter Monday
Labour Day
The Birthday if Buddha
Tuen Ng festival
1st July: HKSAR Establishment Day
Chinese Mid-Autumn Festival / The day following Chinese Mid-Autumn Festival
1st October: National Day
Chung Yueng Festival
25th December Christmas day
26th December Boxing Day


What are your working days?
Our working days are same as the delivery working days.


What is the latest date I can order for Christmas/Lunar New Year delivery? 
Our last postage day is December 22nd for Christmas. Orders must be placed by 10a.m. on December 22nd to guarantee Christmas delivery.
The last postage day for Lunar New Year will be 4 days before holiday; orders must be placed by 10a.m. to guarantee LNY delivery.
Orders placed after 10a.m. will be posted out on the next working delivery date. 
* The arrangement of delivery may update from time to time. Please refer to our announcement on our Website / Facebook / Email. The updated arrangement will automatically become effective once it is published. 


My order won’t go through. What should I do?
Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive an error message after reviewing your credit card information, billing and shipping addresses, make sure you are using the latest version of your web browser.
If you continue to receive error messages, please contact us at cs@t-a-t.com.hk

I just placed my order. Can I add another item to it? 
Unfortunately not, you need to place a separate order for any additional items. We aim to ship all multiple orders together.
 
What do I do if I can't find the confirmation email?
First check your junk mail, spam folders and current email settings to make sure the problem is with us and not with your email.  If that still does not work, please contact us (cs@t-a-t.com.hk ) immediately and we’ll help you as soon as possible.


I need to change my address. How can I do that?
Go to ‘your account’ after log in.  Click ‘View or change entries in my address book’, then you will able to edit or delete current address as well as adding a new address. Please note that we are unable to change your delivery address once an order has been placed. When you want your orders to be delivered to new address, please make sure to change your address before placing an order.
 
Do you allow return on products?
Unfortunately, we do not allow return on products, if you have any questions about product condition, damaged or defective items, please notify us immediately via email cs@t-a-t.com.hk ( within 7 working days for Hong Kong orders, 10 working days for international orders from the day you receive ) with pictures of the items attached. We will follow up as soon as possible.


Contact us!
All customer service available within our working hours:
Monday to Friday: 10:00a.m. – 05:30p.m.
Saturday: 10:00a.m. – 12:30p.m.
Tel: +852 5933-2285


We'd love to hear from you!
For any help about products, order and delivery: cs@t-a-t.com.hk
Comment and suggestions: info@t-a-t.com.hk
Press inquiries: press@t-a-t.com.hk
Wholesale: wholesale@t-a-t.com.hk
General requires and Career: info@t-a-t.com.hk


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