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FAQs

Member

How to register as a member?

Is it necessary to register as a member?

What kind of benefits can I get if I become a registered member?

What should I do if I forgot my password?

How can I change my registered information?

Can I register again with the same email address I used before?

Shopping

How can I find the products I am looking for?

How to place an order?

Which methods of payment do you accept online?

How can I pay by credit card?

Any products are being accredited with certificates? 

What if a product is out of stock?

Delivery

How many days does it take for the delivery?

What are the delivery options?

How do I collect from a store?

How do I track my parcel?

Can I deliver my order to a delivery address that is not the billing address?

I haven’t received all of my order yet?

 

How to register as a member?

Simply click “sign in” button and fill in the profile details and then click “register”. An email of activate registered account notification will be sent to your registered email. You can then activate the account by clicking the link provided in the email.

 

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Is it necessary to register as a member?

It is necessary to register as a member to order at ecog.com.

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What kind of benefits can I get if I become a registered member?

Registered customers can enjoy our Eco Points rewards program, EcoG club exclusive gift, birthday month double Eco Points rewards, exclusive product preview and Eco Life newsletter.

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What should I do if I forgot my password?

Simply click “forgot password” button, then enter your registered email address. A password reminder email will be sent automatically. You can reset your password by clicking the hyperlink provided in the email.

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How can I change my registered information?

Sign in and click on your registered user name, you can then change your profile details.

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Can I register again with the same email address I used before?

 You cannot register more than once with the same email address.

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How can I find the products I am looking for?

A product can be searched by using the navigation lists on the Shop page - by brand or by category.  Alternatively, you can use the search box in the top right hand corner of the page where you can enter a specific brand or product name, or a general search term.

 

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How to place an order?

To shop on EcoG.com you have to register and log in.  You can either do this before you start to shop or when you decide to checkout.  If you are an existing customer, you just login by entering your email address and password.  If you are a new customer, please register with us to shop.  Once you become our members, you can enjoy exclusive benefits from us.  For details, please see EcoG’s Member Loyalty Program.   

Just follow a few simple steps for placing an order:

1. Login to your account.  Any items you’ve previously added will already be in your shopping cart
2. Once you’ve added all of the items you need, click “Checkout” at the top of the page.  You will be shown a list of all your selected items on the checkout     page
3. You can enter or edit your personal information, billing address and delivery address on the checkout page.  You can also add a gift box and message     here if required
4. Then choose which delivery option and payment option you would like for the order on the same page
5. Once you are ready to complete your order click on the “Place order” button.

Please note: It is important that you read and agree to our Terms of Use before we can accept your order. 

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Which methods of payment do you accept online?

EcoG.com accepts the following cards in payment for purchase make online:  Mastercard, Visa, American Express, PayPal and Alipay.

We use a secure and real-time payment system – PayDollar.  PayDollar incorporates the additional MasterCard “MasterCard Securecode” and Visa “Verified by Visa” additional security systems.  At checkout you are transferred via a secure server to PayDollar, a 128-bit SSL encrypted secure page where you complete your order by providing your credit card details.  Your browser encrypts the information that you type and the PayDollar server decodes it. 

We do not currently accept any cash payment online.

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How can I pay by credit card?

Simply select the button of “PayPal / Credit Card (Mastercard, Visa or American Express)” under the field of payment method when checkout. Checking the checkbox to accept our Terms of Use, then click the “Place order” button and fill in the required credit card information.

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Any products are being accredited with certificates? 

All products are supplied by us, there were very natural, with none of the undesirable chemicals that our customers want to avoid, but were at the same time highly effective and good value.  If a product is labelled with “certification symbols” on the product detail page, which indicate that the product has been certified as “Organic” or “With Organic Ingredients” by the certification bodies.  For more information about the certification body and their organic standard, please refer to our Knowledge page.

Certification Symbols: 

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What if a product is out of stock?

Ecog.com is updated on a daily basis and most products you see on the website are in stock.  If a product was marked “Out of stock” on the website, this meant the product is temporarily out of stock.  On rare occasions a product may be found to be out of stock in our warehouse even though it is shown as available on the website and you have placed an order for it.  In this case you will receive an email to let you know the product is out of stock and your order will be cancelled.  If only part of your order is unavailable, we will fulil the remaining part of it.  A final payment for your order will ONLY charged for the dispatched products.

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How many days does it take for the delivery? 

All orders will be delivered within 10 days after your order has been confirmed by us.  If typhoon signal No.8 (or above) or black rainstorm signal is in force, delivery will be postponed to a later date without further notice.

 

You are welcome to self-collect your order at our store located at: 

28/F, Tai Yip Building, 141 Thomson Road, WanChai, Hong Kong.

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What are the delivery options?

Please see our Shipping and Delivery policy for full details.

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How do I collect from a store?

Simply add the products you wish to buy to your basket and then choose self-collection.  You can then collect 2 working days after order, giving you lots of time to find a day convenient for you.

To order using ‘Self-collection”, follow the steps below:

* Add your item to your shopping cart as normal
* Select “Collect in a store” option in Delivery method section on the checkout page
* Enter your details and complete the secure online payment
* Print the order confirmation page or make a note of your order number
* We will send you an email confirming this order
* We will email you when your order is dispatched and also when it’s ready to collect
* If you entered your mobile number we will send you a text message letting you know when your order is ready to pick up
* Bring your order confirmation page or order number to the store and collect your goods.

To find store, directions and opening hours, please visit contact us.

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How do I track my parcel?

We will send you a dispatch notification email within 1-2 business days after we have dispatched your order.  This shows the delivery date and the parcel details so that you can track your order either: By logging into your account and clicking 'My Account Name’ at the bottom of page, click ‘Order history’ then select the order number you wish to track; OR by using our carrier’s website – Hongkong Post

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Can I deliver my order to a delivery address that is not the billing address?

You will be given an opportunity to enter any number of different delivery addresses when entering your personal details.  All the different delivery addresses can be stored in your personal account details for future use.

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I haven’t received all of my order yet?

If you haven’t received your order more than 14 days, please contact our Customer Service Department at cs@ecog.com for more assistance.

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