常見問題

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Q: How to order products?

A1: Purchasing via Facebook Live Stream

• Comment the specific "keyword" directly during the Facebook live stream (e.g., A1). If the live stream indicates a quantity promotion such as +2/+3/+4 (where purchasing more unlocks discounts), please comment "keyword+quantity" (e.g., A1+3).

• Products will be automatically added to your personal cart on Facebook, and you will receive a Messenger notification confirming this. The total amount displayed in the Messenger cart is the price before any discounts are applied. Please click the button to proceed to the website for checkout.

• Please register as a member first using your email. You can begin checkout once your email is verified.

• You can freely modify product quantities during checkout, and the system will automatically calculate the promotional prices.

• Before proceeding to checkout, please make sure to select your preferred shipping and payment methods (once selected, these cannot be changed).

• Fill in your shipping details. Upon successful payment via credit card (VISA/Mastercard/UnionPay), Apple Pay, or WeChat Pay, your order is officially placed, and the payment status will automatically update to "Paid".

• If using PayMe, FPS, or Bank Transfer/ATM, you must upload your payment receipt (bank slip / screenshot) to the designated section of your order after payment. Once uploaded, payment confirmation requires manual processing by our staff, which typically takes 3–5 working days. If you have already uploaded your payment proof but receive a system message on Messenger stating your order is unpaid, you may ignore that notification.

A2: Purchasing via Official Website

• On the official website (www.magicdecorhk.com), click "Add to Cart" or "Buy Now".

• Products will automatically be added to your cart on the website. The total amount in the cart reflects prices before discounts; click the button to proceed to checkout.

• Please register as a member using your email. You can begin checkout once verified.

• You can freely adjust product quantities during checkout, and the system will automatically apply relevant promotional pricing.

• Before proceeding to checkout, make sure to choose your shipping and payment methods (once selected, these cannot be changed).

• Fill in your personal shipping details. Orders paid via credit card (VISA/Mastercard/UnionPay), Apple Pay, or WeChat Pay are created instantly, and the payment status will automatically change to "Paid".

• If paying via PayMe, FPS, or Bank Transfer/ATM, please upload your payment receipt (bank slip / screenshot) to the designated section of your order. Manual processing takes approximately 3–5 working days to update the status to "Paid".

A3: Purchasing via Popping App

• On the [Popping] App (available on App Store / Google Play), select "Add to Cart" or "Buy Now".

• Products will automatically be added to your personal cart, where discounts are automatically calculated. You can adjust quantities in the cart, and the system will display current product promotions (e.g., Buy 3 more of specified items). Once finished, tap "Proceed to Checkout".

• Please register as a member via email. Once verified, you can proceed with checkout. You only need to log in to the App once for faster future checkouts.

• You can freely modify product quantities during checkout, and the system will automatically calculate promotional prices.

• Before checking out, please make sure to select your preferred shipping and payment methods (once selected, these cannot be changed).

• Fill in your shipping details. Payments made via credit card (VISA/Mastercard/UnionPay), Apple Pay, or WeChat Pay will establish your order immediately, with payment status updating to "Paid".

• If paying via PayMe, FPS, or Bank Transfer/ATM, please upload your payment receipt (bank slip / screenshot) to the designated order section after payment. Manual verification takes 3–5 working days to update the payment status.

* Note: Because the Facebook Live shopping cart is not currently connected to the App, flash-sale items in live streams may sell out due to limited stock. We recommend customers check out directly in the Facebook Live shopping cart after securing their items.

* The shopping cart integration feature is expected to launch late this year or early next year. Stay tuned!

Q: Once an order is successfully created, can it be canceled before the shipping date?

A: Once an order is paid and successfully created, we do not accept cancellations without valid cause.

• After an order is paid and placed, inventory is automatically allocated by the system. Please ensure you intend to purchase the items before making payment.

• Orders cannot be canceled due to personal reasons once payment is completed and the order is placed.

• Estimated warehouse arrival dates are stated during the live stream. Products will be dispatched progressively once they arrive at our warehouse.

Q: Once an order is successfully created, can I change the ordered items?

A: If you need to modify order details, please contact customer service via Messenger or use the "Leave a Message for Customer Service" feature in the App within 3 working days (and prior to the order cutoff date).

• Once payment is complete and an order is placed, inventory is automatically reserved. Please confirm your items before paying.

• If you need to change the style or size of an ordered product, please reach out via Messenger or App messaging before the deadline.

• Modifications cannot be accepted after 3 working days or past the order cutoff date.

Q: How can I track the arrival progress of my items?

A: Log into your member account on the official website or App, and check all your orders under "My Account" > "My Orders" (displays orders within the last 2 years).

• If the status shows [Processing / Order Processing] and payment was successful (remember to upload payment proof for PayMe, FPS, or Bank Transfer/ATM), it means the items have not yet arrived at the warehouse. Please note that pre-order items generally take 4–8 weeks to arrive, as indicated during the live stream.

• If the status shows [Confirmed], the items have arrived at the warehouse. Photos of your items and physical invoice will be uploaded to the "Order Messages (App)" / "Seller & Customer Order Communication (Website)" section, and an email notification will be sent detailing pickup or delivery options (Self-pickup / SF Express Freight Collect / Fleet Home Delivery / Supplier Direct Dispatch).

• If certain items in your order are out of stock or delayed by the supplier, a "split order" will be arranged. Out-of-stock items will be separated into an "A Order" for store credit refunds or backorders.

• If the status shows [Canceled], it indicates that the order was either canceled and refunded via store credit due to supplier stockouts, or canceled automatically due to unverified payment.

• You may also inquire about order arrival progress anytime by messaging customer service on Messenger or in the App.

Q: How do pickup and delivery work?

A: We will dispatch items based on the shipping method selected during checkout.

• Tsim Sha Tsui Store Pickup: Once the delivery status changes to [Shipping in Progress], items are generally ready for pickup at our Tsim Sha Tsui store after 3 working days. Please provide your registered phone number and the last 4 digits of your order number to staff, and sign upon receiving your goods. Please inspect items on-site; goods sold are non-refundable and non-exchangeable once taken out of the store. Items are held for 1 week only—please pick up on time to avoid forfeiture.

• Default SF Express Freight Collect / Commercial & Residential / SF Store / SF Service Center / SF Lockers / OK Convenience Stores / 7-Eleven: Items are generally shipped via SF Express Freight Collect with a tracking number (e.g., SF000000000000). To track shipment progress, please download the SF Express App (ensure your order phone number matches your SF App registered phone number to receive real-time updates).

• Global Overseas Express (Freight Collect / Formal Customs Clearance / Quoted by Weight): Overseas orders do not qualify for free shipping. Freight charges and import duties/taxes are borne by the customer. Customer service will confirm delivery details and shipping fees with you via Messenger or WhatsApp.

• Supplier Direct Dispatch: If shipped directly by suppliers, delivery is typically handled via SF Express or other express courier services.

* If you receive a dispatch notification but are out of town or need to change your delivery method, please contact customer service via Messenger promptly.

* Please click here for detailed Shipping Policies.

Q: If I am out of town, can a family member or friend pick up the shipment on my behalf?

A: Yes. Please inform us in advance or contact customer service via Messenger within 2 days of receiving the pickup notice.

• Please coordinate with your representative to inspect all items against the order within 7 days of delivery. Missing or damaged items reported after 7 days will not be eligible for replacement.

• Failure to contact customer service via Messenger within 7 days due to personal reasons will be treated as tacit confirmation that all goods were received correctly and in good condition.

Q: What should I do if I am unable to receive the package after receiving delivery notification?

A: If the parcel has already been picked up by SF Express or our delivery fleet, please contact customer service via Messenger immediately. Re-delivery will incur secondary shipping charges.

• If you cannot receive the package due to personal reasons, contact Messenger customer service right away to arrange returning the items to our San Po Kong warehouse.

• For SF Express Freight Collect shipments, address changes can be requested within 1 working day after SF pickup. If already placed in an SF Locker, customers must contact SF Express directly to arrange changes; any additional charges incurred are levied directly by SF Express.

• For fleet deliveries, please inform customer service via Messenger at least 2 working days in advance. Arranging a second delivery attempt requires an additional fleet redelivery fee of HKD 70.

• If incorrect shipping information (phone number/address) was provided or changes are needed due to personal reasons after fleet dispatch is scheduled, an administrative update fee of HKD 4 will apply.

• To prevent unnecessary extra fees, please contact customer service on Messenger immediately upon receiving dispatch notifications or prior to leaving the country.

Q: What if I forgot or was late in uploading my payment receipt?

A: Please contact customer service via Messenger or send a message within the App.

• Cutoff dates vary for each live stream event. Please ensure payment is completed before the cutoff date. For PayMe, FPS, or Bank Transfer/ATM, upload your payment receipt (bank slip / screenshot) to the designated order area. Manual verification takes about 3–5 working days.

• Please note that if late payment receipt uploads cause a delay in purchasing, your delivery schedule will be postponed. In cases where supplier stock runs out, item substitution or store credit refunds may be arranged.

Q: What should I do if items are missing upon delivery?

A: Please contact customer service via Messenger or send a message in the App within 7 days of receiving your parcel.

• Prior to shipping, we take photos of your items and physical order invoice, posting them in your order notes ("Order Messages" in App / "Order Communication" on Website), accompanied by an email notification detailing fulfillment method. If you find missing items upon unboxing, contact us within 7 days. Once verified, we will send out the missing items.

• If specific items are out of stock or delayed by suppliers, we will issue a "split order," separating missing items into an "A Order" for store credit refunds or backorders.

Q: What should I do if I receive damaged or defective items that require return/exchange?

A: Please contact customer service via Messenger or send a message in the App within 7 days of receiving your parcel.

• All products undergo multi-stage inspections (packaging, volume, expiry dates, etc.) prior to dispatch. For store pickups, please inspect and report any damage to on-duty staff immediately. For SF Express or fleet home deliveries, notify customer service within 7 days of receipt.

• Outer packaging damage sustained during transit that does not affect the actual usability or consumption of the product is not eligible for exchange. For SF Express shipments, customers may file a carrier claim directly with SF Express.

• For product defects or quality issues, contact customer service via Messenger or App within 7 days. We will report the issue to the supplier and arrange a replacement. Please retain all original inner/outer packaging—do not alter or discard items—and return the goods to our San Po Kong warehouse as advised by customer service.

• Please verify sizing carefully before ordering. Clothing items feature size charts; if the correct size was dispatched according to your order, exchanges due to personal fit preference cannot be accommodated.

• All returned items must retain complete original packaging and remain in brand-new, unused condition. Returns missing original packaging materials will not be accepted.

• If the item included promotional free gifts, the gifts must be returned alongside the item. Otherwise, the retail value of the gift will be deducted from your refund or the return request will be rejected.

• We do not offer doorstep collection for returned items. Customers must arrange SF Express Freight Collect to send items back to our San Po Kong warehouse. Replacement items will be dispatched once received and processed with suppliers.

  * Please click here for detailed Return & Exchange Policies.

Q: What happens if a product is out of stock from the supplier?

A: Out-of-stock items will be processed via a split order, and the balance will be refunded as store credit to your member account.

• Store credit refunds take approximately 7 working days to process and can be applied toward future purchases.

• For payments made via Credit Card (VISA/Mastercard/UnionPay) or Apple Pay, you may message customer service to request a refund back to your original payment card. Processing takes 14–21 working days (or longer depending on your card issuer's policies).

• For payments via PayMe, FPS, Bank Transfer/ATM, or WeChat Pay, system limitations prevent automated refunds to original payment methods; refunds for these channels can only be issued as store credit.

Q: How are promotional free gifts calculated?

A: All eligible promotional gifts displayed on an order are calculated automatically by the system.

• Gifts for each live stream event are automatically added when order items meet designated spending or quantity conditions.

• Each live stream has specific tier requirements. If the final order payment (after discounts) falls below the threshold, the gift will not be included.

• If a gift features a payment time limit, orders paid past the cutoff will not receive the gift.

• If a gift is offered on a first-come, first-served basis, orders placed after quotas are filled will not qualify.

• If a live stream states that a gift will not appear on the order screen, it will be dispatched manually based on actual payment timestamp and availability quota.

• If a promotional gift appears on an order without the corresponding required purchase, the gift will be removed.

• If suppliers cannot supply original promotional gifts, our company reserves the right to substitute alternative items of equal value.

• For questions regarding gift quantities, please message customer service via Messenger or the App.

Q: How do I check if I have store credit?

A: Log into your member account on the official website or App, and view your balance under "My Account" > "My Store Credit".

• Available store credits will automatically be displayed by the system and can be applied directly to discount your next order.

Q: Can store credit be redeemed for cash?

A: No.

• Store credit cannot be converted into cash; it can only be redeemed against future orders.

Q: Can store credit be transferred to another person?

A: No.

• We currently do not support store credit transfers. Credits can only be used within the registered account.

Q: Can store credit from Popping App be transferred to Magic Décor for use?

A: Yes.

• Store credits can be transferred between Popping App and Magic Décor for accounts sharing the exact same email address and mobile phone number. Transfers must involve the full balance, with a limit of 1 transfer per account per calendar month.

• Processing store credit account transfers takes approximately 3 working days.