Frequently Asked Questions


What do you want to know?

 

 

How to Order

  • How do I place an order?
  • Orders are placed via our website. Please note that we do not provide ordering by phone.
 
  • What is the order process procedures?
  • You can select the products and add to the shopping cart. Then go to shopping cart, review your orders. Then go to ‘Check out’ and follow the simple step by step guide to complete the shipping information and payment.
 
  • The item I want is out of stock. What can I do?
  • We always try to maintain sufficient stock level. However, as some products are limited editions, we cannot guarantee the availability. Please contact our Customer Service at cs@wachifield.com.hk for the product that you are interested. We will contact with you once the product is available.
 
  • How do I look for a specific product?
  • On the upper right Search toolbar, you can enter the product name or code for easy searching.
 
  • I'm having problems ordering through your website. What can I do?
  • Our website is best supported by Internet Explorer, Google Chrome, Safari and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please call our Customer Service at (852) 2876 2884 or email us at cs@wachifield.com.hk.

 

  • When can I expect new products or promotions to be listed on your website?
  • Please see ‘New Release’ to view the latest items we have in stock. Do subscribe to our newsletter or “Like” us at Facebook as well to get the latest information!
 
  • How can I provide feedback about your product or service?
  • We love to hear from you. Please leave your feedback under Contact Us form, or send us an email at cs@wachifield.com.hk.

 

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Delivery and Shipping Costs

  • Is there any free delivery for orders in Hong Kong?
  • As a courtesy to fans of Dayan, we provide FREE DELIVERY within Hong Kong for orders on or over HK$500.
    • For Hong Kong orders:
    • We deliver by Hong Kong Post or by SF Express. Delivery fee will be HK$55 or more depending on the size and weight of the products. The orders will usually arrive in 7-14 days if the items ordered are in stock.
    • For Mainland China orders:
    • We deliver by SF Express. Delivery fee will be quoted depending on size and weight of the products. Fees will be collected by SF Express upon arrival. The orders will usually arrive in 7-14 days if the items orders are in stock. The courier may also collect tax upfront if there is any. 
    • Click the link for a chart of Estimated Delivery Fee. Light weight-bulky items such as cushion, soft toy or puzzles are usually quoted a higher fee due to its size. 
      click here
    • For International orders:
    • We deliver by Hong Kong Post or by SF Express. For HK, Macau, Australia, Canada, France, Germany, Korea, Malaysia, New Zealand, Norway, Russia, Singapore, Vietnam, United Kingdom and US orders, delivery fee is calculated automatically. For orders to other countries, our Customer Service will calculate the best delivery rate and estimated delivery lead time depending on size and weight of the products. The orders will usually arrive in 7-14 days if the items ordered are in stock. The order maybe subject to tax depending on your countries taxation policy.  

 

  • Are there any locations in Hong Kong that you do not ship to?
  • We will try our best to deliver to your preferred address by HK Post or SF Express, for some locations which we are not able to deliver, our Customer Service will contact you for further arrangements.    
 
  • How do I change my mailing address or change my order?
  • Please call us as soon as you can at (852) 2876 2884 and we will try to update your delivery details. However if the order is already dispatched, we will not able to change, cancel or refund the order, and you will need to collect from the original location.

  • What if my order need multiple shipments? 
  • If some of your products are in-stock and some pre-ordered products are still on the way, we can send the products that are available to you first. Additional delivery fee applies depending on order amount and location:
    • For Hong Kong orders: 
      You will enjoy one free delivery for order over HKD500. Our Customer Service will contact you and check if you would like to receive the products in one or separate shipments, with quotation for additional delivery.  
    • For Mainland China orders: 
      Our Customer Service will contact you and check if you would like to receive the products in one or separate shipments, with quotation for additional delivery. 
    • For International orders: 
      Our Customer Service will contact you and check if you would like to receive the products in one or separate shipments, with quotation for additional delivery.
 
  • What if my Pre-ordered products arrival date is changed? 
  • Product arrival date is subject to change, our customer service will contact you on latest delivery status.

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Payment Terms

      • What is your payment currency?
      • All prices are displayed in Hong Kong Dollars (HKD). 
 
      • What is your forms of payment?
      • We provide the following payment methods:
        • Credit Cards: Visa, MasterCard and American Express via PayPal Express Checkout
        • PayPal
        • Pre-paid Bank In:

 

You may bank into the following accounts, and send us the deposit slip by fax to (852) 3991 4454 or email to cs@wachifield.com.hk within 3 days after order is placed.

HSBC:
Think Big Collections Ltd
A/C: 582-291498-838
You can make payment via any HSBC or Hang Seng Bank ATM.  

 

 

      • Is it safe to pay by credit card on your website?
      • All credit card transactions are paid safely through PayPal Express Checkout. We will not collect any credit card information from you. You can rest assured that in each purchase your credit card details is secured.
 
      • Do I need to sign up for PayPal to make the payment?
      • You don’t have to sign up for PayPal to make a payment by credit card. However if you register a PayPal account, you can make your payment more efficient.
 
      • The order screen froze while I am confirming the payment. How will I know whether the payment went through?
      • Successful transactions will receive a confirmation email within an hour of purchase. If you do not receive confirmation via email, please place your order again. Alternatively, you can contact our Customer Service at (852) 2876 2884 to confirm the status of your order.

 

      • What is PayPal?
      • PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant. For more information visit About Paypal.

 

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Return Policy

      • When can I return an item?
      • We examine each product to ensure they are at good condition before shipment. However, if your product is damaged during delivery, we accept returns and exchange.  Products that are non-refundable: Food, books and special order products.

 

      • How do I return and exchange the product?
      • We accept product return within 15 days after Order Date of products. Delivery and Returns Terms & Conditions for pre-order products are calculated starting from product arrival date to Hong Kong. Please follow the steps below to complete the return process:
      1. Fill in the Return Inquiry Form online: Please provide the following details: Order No, Product Code, Damage details, Damage photos (if any), Option to Refund or Exchange, Product return date.
        Return Inquiry Form

      2. Products must be returned to us in their original condition with original packaging, and with all related accessories and tags. Please do not tape the box but to instead wrap it to prevent damage.
      3. While you will be responsible for the return postage, and we will pay for postage for exchange. 
      4. Please retain all proof of postage, so if your parcel is lost in the mail, you will be able to trace the parcel. Please note that product lost during delivery will not be refunded. Please return the damaged product and invoice to the following address: 

        Think Big Collections Limited 
        14/F, The Broadway,  54-62 Lockhart Road, Wanchai,Hong Kong 
        Phone: (852) 2876 2884 

        Please note that the product remains your responsibility until we receive it, so please return it with care!
      5. When we receive your returned product, we will send you an email to verify the condition and confirm for return or exchange. In general it takes about 3-7 days for your item to be received by us. 
      6. We will inspect the products on return. In rare case if an item is returned in an unsuitable condition, or is incomplete, or after the 7 day return period, we will not be able to offer a refund or exchange. Please note that shipping fees is not included in the refund.
      7. We will check our inventory and send you exchange product within 7 days. If the product is out of stock, we will refund it to you.
      • How is refund be made?
      • Refunds are issued through the same transaction method used to make the original purchase.
        • For bank-in transactions:
        • In the return form, please fill in the bank account details. It should be the same as your payment bank account.
        • For PayPal transactions:
        • The fund will be returned directly to your account and be reflected on your balance immediately.
        • For credit card transactions:
        • It usually takes 15-40 days to be reflected to your credit card account, depending on individual bank processing. 

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