FAQ

My Account:

Q1 How to register an ec2home account?
Click “Register” on the top right corner on ec2home page (https://www.ec2home.com/index.php?route=account/register) Enter your name, mobile number, a password, along with a valid email address to receive our latest news for registration.

Q2 What if I forget the member login password?
Go to webstore page, visit “Login”
Then press “Forgot Password” in web, Enter the email address used for user registration
Select “Continue”.
Check your email inbox, you will find the new password generated by our system through info@ec2home.com email Or
Contact us via whatsapp (852) 6933 2898

Q3 How can I update my personal data/contact information?
Go to webstore, visit “Login” to log in
In “My Account”, press “edit your account information”

Q4 How can I change password?
Go to webstore, visit “Login” to log in
In “My Account”, press “Change your password”

Q5 How to check my order history?
Go to webstore, visit “Login” to log in
In “My Account”, press “View your order history”
Press “view” to view your selected order history

Q6 How to find my purchased invoice?
Go to webstore, visit “Login” to log in
In “My Account”, press “View your order history”
Press “view” to view your selected order history
Press “Invoice” button in Order Details
Enter password to view invoice (Password is LAST 4 digits of your registered mobile no’s )


Orders:

Q1 How to place order?
Simply add any item you'd like to buy to the shopping cart. When you are ready to check out, click the "Shopping Cart" icon on the top right of the page to check out.
Once you are in "Quick checkout page", you will be prompted to login or register if you have not done so.
After logged in, please fill in your order detail – including to select your delivery method, your payment method, and add comments about your order if applicable.
Click on "Confirm order" once ready, you will then be directed to your selected Payment Service or electronic wallet to process your online payment.
Do not exit the page nor click the back button when processing the payment, otherwise the order cannot be completed. When payment is successful, you will receive an order confirmation & details at your ec2home A/C in “view your order history” function.

For e-voucher purchase, simply add voucher item you'd like to buy to the shopping cart. (Only purchase 1 voucher in each check out)
Click on “buy now” once ready, you will be directed to “ Quick Checkout page”.
>For Returning customer, please log in;;
>For Guest checkout, please enter your mobile number for receiving SMS Short messaging
After entering details, please choose your designated payment method.
Click on "Confirm order", you will then be directed to your selected Payment Service or electronic wallet to process your online payment.
Do not exit the page nor click the back button when processing the payment, otherwise the order cannot be completed. When payment is successful, you will receive a SMS from ec2home to deliver the voucher code / details to your entered mobile number within 10 second.
• You can press RESEND if you cannot receive SMS over 60 seconds
• For logged in customer only, you will receive an order confirmation & details at your ec2home A/C in “view your order history” function.
 
(How to place an order) e-voucher purchase
Returning customer (log in)Guest Checkout customer
1, Add voucher to shopping Cart
2, Press "Buy now"
3, Click "returning customer"
4, Enter member log in details
5, Enter mobile number (for receiving e-voucher SMS)
6, Enter the mobile number again
7, Choose "payment method" & press " confirm order"
8, Process payment
9, Receive SMS (e-voucher code)
10, Order / invoice can search in "order history"
1, Add voucher to shopping Cart
2, Press "Buy now"
3, Click "Guest Checkout"
4, Enter mobile number (for receiving e-voucher SMS)
5, Enter the mobile number again
6, Choose "payment method" & press " confirm order"
7, Process payment
8, Receive SMS (e-voucher code)
For other details, you may also visit Term of Use point 4.2 on our website

Online prepaid sim value-added service Short message gateway (SMS) (A systematic re-charge platform, it will automatically add value after purchase, no need to enter the value-added voucher number/code, and receive any relevant SMS)

Click on "Voucher”
>For Returning customer, please log in;
>For Guest checkout, direct to shopping
Select “Your network provider”
Enter the “phone number” that needs to be added
Select the “Top up value”
Select payment method, “agree” T&C , then press “confirm” to process
Once the payment completed, the value-added service finished
The purchased top up value or plan will be added relevant value into your inputted mobile number automatically. Customer can check the balance on the mobile phone (Please refer to operator check code)

Online prepaid sim value-added service Direct (Online direct) (A systematic re-charge platform, it will automatically add value after purchase, no need to enter the value-added voucher number/code, and receive any relevant SMS)

Click on "Online Top up”
Select “Your network provider”
Select” “Top up” or “Buy Plans”
Enter the “phone number” that needs to be added
Select the “Top up value” or “Buy Plans”
Select payment method, “agree” T&C, then press “confirm” to process (For buy plans, select “buy plan” box to complete)
Once the payment completed, the value-added service finished
The purchased top up value or plan will be added relevant value into your inputted mobile number automatically. Customer can check the balance on the mobile phone (Please refer to operator check code)

Q2 How to use coupon codes
During promotion period, ec2home will provide limited coupon codes to customers to purchase selected items in a discounted / promoted price. To enjoy the promotional offer, simply enter the coupon code when purchase, the simple step is as follow:
Log in your member a/c on the right top corner of the webstore
Select the promotional product (capable for use coupon), add into your shopping cart
Go to “shopping cart” icon then press “view cart”, you will be directed to “Shopping Cart page”
Choose “Use Coupon code” and enter correct coupon code
Then press “Apply Coupon”, you will see discount / offering showing in product details if the coupon code is valid & successfully redeemed.
Continue the checkout process, you can enjoy the coupon discount or offerings

Q3 How to enter delivery address?
To ensure smooth and accurate delivery, customers are required to select delivery address from our preset address system starting & updating from April 2018. If your designated address cannot be located by our system, it indicates that the address is beyond the reach of our delivery service (Only covered in HK) The public delivery service which we are using & customer is able to select:
- HK post
- SF express, includes EF Lockers, SF station, Commercial & Industrial area (non-remote area), Home delivery
- Self pick up at ec2home office (limited products)

Q4, Can I still shop at ec2home webstore if I am outside of Hong Kong S.A.R?
We regret that www.ec2home.com only accepts orders for delivery to a Hong Kong address.

Q5, How to return or exchange if the products are found damaged?
In case of damage, please record the damage by photos and contact our customer service representative during business hour at (852) 2812 8128 OR whatsapp us 6933 2898 for assistance. (for more details, please visit Term of Use point5)
Please retain all the packing materials including original product packaging, product labels, tags, certificates, manufacture warranty card, manuals, product accessories and any gifts for return or exchange. Please ensure all the packaging is in good condition, including the product labels and tags, any damage or folds will be deemed as non-returnable.
 

Products:

Q1 How can I search for the products I want?
You will see a navigation menu listing all the product categories on the left side of ec2home.com website. Choose the product category you are looking for, and further sort the products by categories, product types or brands. You can also search the products by typing the product name, product brand or any related tagging words of the product in the search field.

Q2 What if the product I want to buy is out of stock / pre-order?
Please simply press “Send Enquiry” to send us email for order & assistance; OR
Contact us via (852) 2812 8128 ; or whatsapp us (852) 6933 2898 for further assistance

Q3 How can I ensure quality of products?
We will ensure the products delivered to you are 100% brand new. If the products are found broken, incompletely packaged or with suspected quality issues, we will arrange product replacement or refund whenever necessary. (refer to Term of Use point 5) Please keep the photos of the products as record.

Q4 Warranty of goods?
Some of our products are covered warranty which is provided by HK Supplier, authorized distributor or their designated services provided. Warranty details and services location please refer to services address indicated in invoice and warranty booklets
 

Payment:

Q1 What payment do ec2home online store accept?
We accept
- Paypal (Visa & Mastercard)
- TNG
- Alipay HK
- Wechat Pay
- Octopus (O!epay)
- Unionpay

Q2 What currency is listed?
The price is listed in Hong Kong Dollar

Q3 How to know if payment transaction is successful?
When payment is successful, you will receive an order confirmation & details at your ec2home A/C in “view your order history” function

For e voucher purchase (Guest Checkout), you will be notified “Your order is success” after payment successfully completed on our webpage.
 

Delivery:

Q1, What are the delivery covered service areas?
Delivery service covers domestic areas only, overseas delivery is not available. Delivery service is available for Hong Kong Island, Kowloon, the New Territories and specific outlying island areas: Discovery Bay, Ma Wan and Tung Chung. Subject to the official coverage of HK post & SF express.

Q2, When can I receive my purchased goods?
We will arrange order and send them to delivery or courier services within 48 hours upon received the order generally. (Except Public Holidays, impact of weather conditions such as rainstorm or typhoon warning signal, the impact of adverse traffic conditions, or our announced special arrangement)
If customer choose SF express service, we will send the AWB No. (Airway bill number) to the registered mobile number via whatsapp, easy to track the goods


Return Goods:

Q1 How to apply for a return?
Please contact us in (852) 2812 8128 during business hour or whatsapp us via (852) 6933 2898