客服中心-常見問題

#!trpst#trp-gettext data-trpgettextoriginal=4779#!trpen#Browse F.A.Q. Topics#!trpst#/trp-gettext#!trpen#

Flightline 香港/台灣/澳門 會員訂購

  • 香港、台灣、澳門 區域 訂購說明
    香港、台灣、澳門地區
    • 服務區域為香港、台灣、澳門
    • Flightline目前使用執行配送服務,因各區服務範圍不同,位址填寫請注意以下事項:
    • 1.無法配送至郵政信箱。
    • 2.香港順豐速運配送於香港地區皆為自取點,所以請選擇自身最方便之自取點取貨 。
    • 3.香港順豐速運配送於香港、台灣、澳門地區為送貨到府,所以請填寫完整的收件資訊 。
    • 4.如因填寫未提供配送服務之位址造成退件者,該筆退回之訂單將取消出貨,並將扣除相關來回運費後再退回原訂單餘額。
    下單完成後何時收到商品(香港、台灣、澳門 區域)
        • 1)一般商品(非預購類型)下且付款完成後,就會開始寄送,正常現貨情況為 :訂單成立且完成繳款的隔日起算七天內配達完成(不含列假日和特殊節慶)。但不含訂購當天,請協助留意快遞的來電,以利於快速收到您訂購的商品。
        • 2)預購商品(非現貨類型)於頁面中呈現,購買預購商品,購買商品頁面中會公告統一出貨時間,若有更新則會立即公告。
      多元化付款方式(香港、台灣、澳門 區域)
        • 香港、澳門區訂單付款方式皆為Paypal 和 Stripe,透過 PayPal 和 Stripe; 就算沒有 PayPal 和 Stripe 帳號也可以使用信用卡付款。
        • 台灣區訂單付款方式由Pay2go 和 Line Pay付款 提供多元化的付款方式。
      多元化幣別結算輕鬆購物(香港、台灣、澳門 區域)
        • 香港、澳門 地區:以 港幣 幣別做結算。
        • 台灣 地區:以 台幣 幣別做結算。
    • 特別提醒:
    • 1.各國進口關稅標準不同,若領取包裹時貴國欲收取商品之關稅,需由會員自行負擔。
    • 2.若包裹因各國法規產生關稅,而訂購人不願支付關稅以致包裹需退回時,退款金額將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。(來回運費=訂單運費x2,關稅為抽驗,各地區有所不同,建議請上各地區稅務單位查證)
    • 3.收貨人需遵守收貨之國家(地區)的進口規範與限制(違禁品..等),否則相關法律問題將由收貨人自行負責。
      寄送資料填寫(香港、台灣、澳門 區域)
      • 1.香港、澳門 配送地區,收件人需以英文全名填寫,不可簡寫。
      • 2.台灣配送地區,收件人需以真實的中文全名填寫。
      • 3.收件地址均需填寫正確郵遞區號。
      下單完成後,是否還能變更寄送位址?(香港、台灣、澳門 區域)
    • 1.因訂單配送歷程繁複,訂單完成後,即無法修改寄送位址、收件人等資料。
    • 2.若於出貨前發現位址有誤,需取消原始訂單,再重新下單完成訂購,不便之處敬請見諒。
    • 3.若於出貨後發現位址有誤,需取消配送,將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。
    • 4.若於出貨後發現地址有誤,需變更地址配送,相關改址增加費用,需由您自行吸收。
    • 5.若您因原地址有誤、聯絡電話有誤或聯絡人填寫不詳,以致包裹無法投遞成功,且於二日內無法與您取得聯繫,包裹將以退回方式處理,Flightline將以e-mail方式通知您,該筆退回之訂單將取消出貨,並將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。
        如何確認訂單及追蹤我的包裹?(香港、台灣、澳門 區域)
        • 請您來信客服[email protected],查詢訂單交易狀態,追蹤商品配送進度。
      退貨說明(香港、台灣、澳門 區域)
    • 1.若您對商品不滿意,請於收到商品7日內,請您來信客服[email protected],留言您欲退回的商品明細及退貨原因。客服人員將於留言次日起1個工作天內為您查詢當筆訂單是否符合退貨條件並回覆。同時,請您於收到退貨通知起7日內,依退貨回覆指示包裝並自行(自費)寄至您所在的國家指定的退換貨指定收貨地址。
    • 2.如您未取得同意即自行寄回退貨商品,或逾期寄回退貨商品,Flightline將無法授理您的退貨退款,若需再寄回給您退貨商品,請自行負擔寄回運費。
    • 3.退回商品時,請選擇適當的寄送方式,若我們未收到您所寄回的商品、或商品寄回時,商品或包裝已損毀或遺失,可能影響您退貨的權益,也可能依照損毀程度扣除為回復原狀所必要的費用。
    • 4.請注意:您所退回的商品必須是全新的狀態、且完整包裝;請留意保持商品本體、配件、贈品及原有的完整性,切勿缺漏任何配件或損毀原包裝外盒。
    • 5.如果您所購買的商品為個人貼身用品,在您還不確定是否要辦理退貨以前,請勿拆封,一經拆封請恕無法受理退貨。
      退款說明(香港、台灣、澳門 區域)
    • 1.收到退回商品確認無誤後,約7個工作天,將退至您的信用卡/銀聯卡或帳上餘額,銀行間的作業處理約需7~14天,也因個人信用卡的結帳週期不同而影響退刷款項完成時間(負項可能會列在下期的帳單上)。關於「店家已刷退後的作業時間」,可洽詢您的信用卡發卡行。實際收到款項時間仍需視您的發卡銀行作業而定,退款日當天將發送Email通知函。

Flightline付費相關說明

  • 安全交易認證
    Flightline 採用 Pay2go 智付寶和 PayPal 所提供的金流交易系統,此安全交易認證為Pay2go 智付寶和 PayPal開發的機制,買家需經過 交易認證後才可進行交易, 亦即提高了網路交易的安全減少糾紛及風險,讓在Flightline上的買家放心的完成交易。
  • 多元化付款方式
    Flightline HK & Macao &  Singapore & Mayasia 提供以下多元化付款方式
    • PAYPAL
    • Stripe
    Flightline Taiwan 提供以下多元化付款方式
    • 虛擬帳號/ATM
    • 線上刷卡
    • 四大超商條碼
    • 四大超商代碼

Flightline付費相關說明

  • 「Visa 驗證」和「3D 安全驗證」
    「Visa 驗證」 「Visa 驗證」服務是一項嶄新的服務,可以為Visa持卡人與您的網路商店,在進行Visa網路交易時,提供信心與安心。持卡人在網路購物時,可安心的使用其Visa卡,更可有信心與您的網路商店進行交易。同時,因為有Visa卡的發卡機構對持卡人身份的驗證,您的網路商店可安心地與其交易,這可大幅地減少網路詐騙與爭議。
      「3D 安全驗證」 信用卡3D驗證主要在保障您的持卡權益並提升交易安全性,在使用網路購物刷卡時,必須搭配一組個人密碼,就如同使用ATM時需要輸入個人密碼一樣的簡單(各家發卡行的3D驗證功能無法共用,需各自獨立申請)。此項服務無需額外付費、也不需加裝任何軟體,您只需聯繫發卡銀行設定一組密碼即可,如有任何疑問請電洽您的發卡銀行。 ※基於交易安全考量 若您使用非臺灣地區發行之信用卡付款,在刷卡過程中需請您輸入信用卡的3D驗證密碼。 由於每間銀行對於3D驗證設定有所不同,請您可電洽發卡銀行客服詢問;如果您的發卡銀行尚未提供3D驗證功能,則需請您改用其他信用卡付款。

Flightline出貨相關說明

  • 下單完成後何時收到商品
    • 1)一般商品(非預購類型),訂單成立且完成繳款的隔日起算七天內配達完成(不含列假日和特殊節慶)。不含訂購當天,請協助留意快遞的來電,以利於快速收到您訂購的商品。
    • 2)預購商品(非現貨類型)於頁面中呈現,購買預購商品,購買商品頁面中會公告統一出貨時間,若有更新則會立即公告。

Flightline出貨相關說明

  • 商品付款狀態
    • 1)擱置中:未付款完成之商品狀態。
    • 2)處理中:完成付款之商品狀態。
    • 3)處理中的預購商品:請詳見商品頁面中顯示之統一配送發貨時間。
  • 線上包裹查詢
    Flightline 目前僅與2家快遞公司合作
    • 1)順豐速運
    • 2)FEDEX
  • 如何追蹤您的訂單
    請您來信至客服中心[email protected]客服將為您查詢目前訂單最新進度。
  • 運費相關說明
    • 1)因顧客拒收、長期不在等導致商品被快遞公司或郵局退回時,需由顧客承擔再次發送的運費。
    • 2)關於「回郵運費」:
    • 非品質問題:需由客戶承擔退換貨和再次發貨的運費, Flightline不承擔此費用。
    • 品質問題:Flightline將會派由專人與您約定時間取回需退換貨之商品,再送回Flightline的物流營運中心。

Flightline維修相關說明

  • 背包商品維修事宜
    背包維修事宜
    • 1)背包享有七天鑑賞期:Flightline 購物享有到貨七天的鑑賞期(含例假日),超過退換貨期限(簽收日當天起7天內含收到退回商品) ,則視為交易已完成,逾期不予退換貨處理。
    • 2)若背包在使用過後需進行商品維修事宜,請您來信客服信箱([email protected])客服將會與您說明相關維修事宜。
    • 3)由於每個背包的狀況不同,我們需在收到實際商品並檢視後,告知您可否維修,若可進行維修,則視情況酌收維修及零件費用。
    • 4)若我們在收到實際商品並檢視後,若背包不可維修,則會將您寄回的背包返回給您。
    • 5)維修來往的運費支出需由顧客自行負擔。

Flightline退換貨相關說明

  • 退換貨範疇
    下列情況不屬於「7天鑑賞期」範疇
     
    • 七天鑑賞期
    Flightline 購物享有到貨七天的鑑賞期(含例假日),超過退換貨期限(簽收日當天起7天內含收到退回商品) ,則視為交易已完成,逾期不予退換貨處理。 請注意七天鑑賞期並非試用期 ,七天內如有退貨需求,且於鑑賞期內將退回商品寄回,逾期不予退換貨處理。超過七天一律不接受退換貨。請注意商品必須是全新狀態與完整包裝。
     
    • 影響二次銷售的商品
    Flightline 所售商品均為全新品,為保護消費者利益,若退回的商品及配件、貨牌、銷售單據、贈品、包裝等有缺失情況,或出現其他影響二次銷售的情況,恕不接受退換貨。
     
    • 以下情況視為影響二次銷售,Flightline不支持「7天無憂退換貨」:
    1. 奢侈品、高值品原廠封簽移位、撕毀、刮傷或Flightline封條破損;
    2. 手機、相機、筆記本產品原廠包裝打開或安裝電池開機啟動;
    3. 密封產品原包裝打開;
    4. 商品(包含贈品)原包裝、原配件不齊全、商品吊牌、商品包膜、商品配件(如配飾掛墜、肩帶、小卡包等)、說明書、保修單、標籤等丟失;
    5. 手錶錶帶經過調整、錶帶出現皺褶、商品的磨損、食物或液體濺落造成損壞;未經授權的修理、誤用、疏忽、濫用、事故、改動、不正確的安裝;
    6. 商品的正常磨損、經穿著、洗滌,遭汙損、損壞等、因人為疏忽或使用不當導致的損壞等;
    7. 如所購商品帶外盒(如鞋盒),退貨時切勿在外盒直接纏裹膠帶或粘貼快遞單,否則無法退換貨;
    8. 特殊品類 食品、鮮花、綠色植物、化妝品、內衣褲、耳釘、耳環類私人佩戴物件,基於衛生安全考量,不享有退換貨政策;及Flightline指定的其他特殊商品,不參加「7天無憂退換貨」,品質問題除外。(Flightline會在此類商品「退換貨政策」中注明「此商品不接受退換貨」等資訊,以此為准,請您購買時注意查看)
    9. 手工訂製品Flightline部分商品為手工製作,此類商品不參加「7天無憂退換貨」,品質問題除外,請以頁面提示為准。
  • 7天鑑賞期內如何申請退換貨
    • 1) 非品質問題(7天鑑賞期內):通過線上客服、Flightline客服郵箱([email protected])申請退換貨。 客服確認申請後會告知您於您所在的國家指定的退換貨地址,請您按位址退回商品,並提供快遞單號給客服,客服會為您確認收貨及安排退換貨, 因非品質問題,所以Flightline不承擔寄回您所在的國家指定的退換貨地址的回郵運費。
    • 2) 品質問題:(7天鑑賞期內)請將問題商品拍照併發送至客服郵箱([email protected]),客服收到並確認後會為您安排退換貨。
  • 7天鑑賞期
    為了讓每位航行家更加滿意,購物時無後顧之憂, Flightline (www.flightlineshop.com)即日起提供「7天鑑賞期」服務—自您簽收商品7日內(簽收日當天起7天內含收到退回商品),在不影響商品二次銷售情況下,可向Flightline申請辦理退換貨。若超過退換貨期限 ,則視為交易已完成,逾期不予退換貨處理。

Flightline退款相關說明

  • 退款相關說明
    • 1) Flightline退款為避免任何消費爭議和保障雙方的權益,退款款項僅會退回至您所提供之本人(限同訂購者)的付款帳戶中。
    • 2) Flightline會於收到商品後並由物流中心確認後,七個上班日內將退款款項做退回。
    • 3) Flightline進行信用卡刷退作業後,銀行間的作業處理約需7~14天,也因個人信用卡的結帳週期不同而影響退刷款項完成時間(負項可能會列在下期的帳單上)。關於「店家已刷退後的作業時間」,可洽詢您的信用卡發卡行。

Flightline預購商品須知

  • 預購商品須知
    當您購買Flightline預購商品時,商品會於統一於預計時間出貨,若有以下變數產生,例如:進出口報關、空運、當地物流出貨、各國節假日、天氣與人為…等各方面不可預期之變數,我們會在第一時間更新預購商品最新訊息內的狀態與到貨日期。因突發不可抗拒之因素,致使預購商品無法如預計時間出貨,Flightline 將保留取消您下單商品的權利,取消後也將主動辦理退款事宜。

Other Countries Shipping & Returns

  • Singapore / Malaysia / Other Countries Shipping & Returns
    Shipping Methods ( Singapore, Malaysia, Other Countries)
    1. FedEx: Door to door delivery
    2. S.F. Express: Door to door delivery
      Special Reminder We’re sorry but we don’t currently ship orders to P.O. Boxes because:
    • We like to ship directly to you, so we can be sure where the parcel ends up.
    • We like to always use the same courier, so we can guarantee the quality of service.
    • We like to hand you the parcel, so it doesn’t get crammed or crushed in a small box.
    If you try to ship an order to a P.O. Box, your order will appear as ‘cancelled’ and you’ll receive an email from us letting you know. In this case, please get in touch with us to give a residential address and we'll send it out right away! Multiple Payment Gateways ( Singapore, Malaysia, Other Countries)
        • Singapore Area: The Payment Gateways service is provided by PayPal and Stripe, and through PayPal and Stripe; you can pay by credit card without a PayPal account and without registering with PayPal. The same as.
        • Malaysia Area: The Payment Gateways service is provided by PayPal and Stripe, and through PayPal and Stripe; you can pay by credit card without a PayPal account and without registering with PayPal. The same as.
        • Other Countries Area: The Payment Gateways service is provided by PayPal and Stripe, and through PayPal and Stripe; you can pay by credit card without a PayPal account and without registering with PayPal.
    Multi-Currency Solutions Let our customers pay in their local currency. (Hong Kong, Taiwan, Macau, Singapore and Malaysia, Other Countries)
        • Singapore: Pay by USD, SGD
        • Malaysia: Pay by USD, MYD
        • Other Countries: Pay by USD
    Import tax & Duties
    1. Different countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.
    2. If your package requires import tax, duties and related Customs fees for the imports, and you are unwilling to pay the all costs, then your package will be returned. And your refund amount will be deducted from the actual round-trip freight and customs duties in both places, and then the balance of the original order will be returned. (round-trip freight = order freight x2, these charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.)
    3.  The Customer shall comply with all local import Regulation and regulations (Prohibitedgood...) Otherwise, the customer will be responsible for relevant legal issues.
      Shipping Information ( Singapore, Malaysia, Other Countries) It is your responsibility to fill out the correct shipping address. Please make sure you fill out the shipping information completely and specify if the shipping address is different from you billing address at checkout. 1.Singapore and Malaysia, Other Countries: Full English Name, English Address, ZIP Code 2.ZIP Code is needed to provide with shipping address   Is it possible to change the shipping g address after placing an order? ( Singapore, Malaysia, Other Countries)
    • 1. Due to the complicated process of order delivery, it is impossible to modify the address, recipient and other information after the order is completed.
    • 2. If you found the address is wrong before shipment, the original order shall be cancelled and the order shall be re-placed. Sorry for any inconvenience caused.
    • 3. If the delivery needs to be cancelled due to incorrect address found after shipment, the actual round-trip freight and customs duties will be deducted, and then the balance of the original order will be returned.
    • 4. If you find an error in the address after shipment, you need to change the address for delivery, and you need to pay the additional cost for the change of address.
    • 5. If you mistake in the original address, contact number is wrong, or the contact person to fill in an unknown, so that packages can't deliver the success, and can't get in touch with you within two days, the parcel will be returned to the way of processing, Flightline will inform you by E-mail, this return ship will cancel the order, and will be deducted and the actual freight back and forth to generate tariffs, then back to the original order balance.
      How to confirm order and track your order? ( Singapore, Malaysia, Other Countries)
    • You can track your order by customer service mail. Please email your order number to Customer Service Mail: [email protected]. Your order number can be found on your confirmation email.
      Returns Process ( Singapore, Malaysia, Other Countries)
    1. Returning something you bought at a Flightline Shop is easy! You can return an order purchased from the Flightline Shop within the last 7 days either by contacting Customer Service Mail :[email protected].
    2. It’s important that you contact us instead of shipping it to us yourself, or Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
    3. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging .
    4. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
    5. Additional non-returnable items: * Gift cards * Downloadable software products * Some health and personal care items
    6. To complete your return, we require a receipt or proof of purchase.
    There are certain situations where only partial refunds are granted: (if applicable) * Book with obvious signs of use * CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened. * Any item not in its original condition, is damaged or missing parts for reasons not due to our error. * Any item that is returned more than 30 days after delivery
    1. Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
    2. Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
    3. Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
    • Exchanges (if applicable) We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email [email protected] .
    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
    • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
    How long does it take to get my order? (Hong Kong, Taiwan, Macau, Singapore, Malaysia, Other Countries)
        • 1)In Stock (Non-Pre-Order Product) : Orders will be processed and shipped within one to three business days, excluding holidays and weekends.
        • 2)Out of Stock (Pre-Order Product) : Post estimate shipping time on the product pages.
       
English
繁體中文 日本語 English