iCUBI Mall

FAQ

About iCUBI Mall

 

What is iCUBI Mall?

iCUBI Mall is a pop-up e-shop.

We provide you with a new shopping experience in Hong Kong!

You can now enjoy Carefree Trip - You shop, we drop to your Hotel room!

 

What kind of products can be found in iCUBI Mall?

iCUBI Mall got a wide range of products, including beauty & skincare, luxury brands, electronics & gadgets, etc. iCUBI Mall also provide some products especially for HK Travelers, such as attractions tickets and travel souvenirs.

 

Why shop at iCUBI Mall?

You can now enjoy Carefree trip, after online orders, you will receive products before 18:00 of the next business day during your stay in the designated Hotels, and the delivery fee is free

iCUBI Mall also offers paid delivery service to other Hong Kong addresses or countries worldwide

We sell guaranteed genuine goods provide by reliable merchants and brands

We offer discount up to 50% off

Welcome rewards (1,000 iCUBI points) will be stopped giving out from 31 March 2017. For those iCUBI points earned on or before 19 March, 2017, the points will be expired on 31 March 2017. And those iCUBI points earned from 20 – 31 March, 2017, the points will be expired on 30 April 2017.

 

How can I get the latest promotion / information of iCUBI Mall?

You can register as iCUBI Mall members. We will send you newsletter on our latest products and promotions.

 

Do I have to become a member to shop at iCUBI Mall?

Yes. Registration is free, fast and simple.

You can browse the iCUBI Mall front page from PC or smart device, click “Register” on the top navigation menu to start your registration procedure.

 

How can a non-member shop at iCUBI Mall?

Sorry, iCUBI Mall only accept members order. If you are not iCUBI member, you cannot finish the shopping procedure. Members can enjoy iCUBI Mall’s discount offer, earn points to get cash rebate and follow your order status, Register now!

 

How to contact iCUBI Mall?

You can contact us through iCUBI Mall Customer Service Hotline  

Phone : +852 5691 2643 (Wechat / Whatsapp instant message or Voice Message)  

E-mail : cs@icubi.com   

Service Hours : Monday to Friday 9am to 8pm, except Hong Kong public holidays    

 

 

Registration & Login

 

How to register as iCUBI Mall member?

  1.        Connect to the front page of iCUBI Mall from PC or smart device
  2.       Click “Register” on the top navigation menu to start your registration procedure
  3.        Provide your personal information, e.g. name, mobile number, date of birth, etc
  4.       Create a password that contains at least 6 characters or digits
  5.       Provide a valid email address as your members login name and to receive our latest news
  6.       You will then receive an activation email, click on the activation button to complete the member registration

All member information will keep private, for further details, please see our privacy policy.

 

Why should we register as iCUBI Mall member?

ICUBI Mall member can create your own wish list in the account, so that you can check the products you want to buy or share it easily. Members can also receive newsletter about the upcoming discount offer, the promotion of Regal Hotels group and also some travel tips.

 

I cannot complete the member registration, why?

If you follow the step-by-step instructions and still cannot complete the member registration, please contact our “Customer Service”.

 

I cannot receive the activation email, why?

Please check your email account's “Spam” or “Junk” folders to ensure the message was not filtered. If you still cannot find the activation email, please contact our “Customer Service”.

 

I forget my login password, what can I do?

Don’t worry, just click “forget password” (link) in the login page, enter the email address you used for registration and click submit. An email will be sent to you containing a password reset link, enter a new password that contains at least 6 characters or digits, then click confirm to complete the change.

 

How to edit email address or password?

Edit your member account details by the following steps:

  1.        Login to the member account
  2.        Click “email address” or “person icon” on the top navigation menu to enter “My account”
  3.        Key in new information for the parts that need to revise
  4.        Click “Save” to save the updated information

Updated email address and / or password will be effective after you confirm changes. Please log in with the updated email address and / or password for your next visit. Our e-newsletters about latest products and promotions will be automatically sent to your updated email address.

 

How to unsubscribe the iCUBI Mall / Regal Hotels e-newsletter?

Please send to cs@icubi.com together with your iCUBI Mall member name, the opt-out email address, and state in the email subject that “I would like to opt-out from iCUBl Mall / or Regal Hotels e-newsletter”. You will be removed from our mailing list within SEVEN business days upon our receipt of your request.

 

 

 

Shopping

How to place order in iCUBI Mall?

Just a few simple steps to place your order:

  1.        Register as member / Login to iCUBI Mall
  2.        Add products to shopping cart
  3.        Click “Shopping cart” icon on the top navigation menu to checkout
  4.        Select “Delivery to Designated Regal Hotels/iclub” or “International Delivery” and provide relevant shipping info
  5.        Confirm the order details, proceed to payment and complete the order

 

What is “My Wishlist”?

To save your shopping time, there is a wish list feature that you can record all your favorite products.

To create or change your wish list:

  1.        Login to your member account
  2.        When you see any item you like to save it for later, click the “heart button” next to the product to save it to your wish list
  3.        If you connect from a PC, click “My Wishlist” on the top navigation menu to edit your wish list, you can change the product quantity, click on the “tick box” to add products to shopping cart or delete the products
  4.        If you connect from a smart device, click “heart icon” on the top navigation menu to edit your wish list, you can click on the “+ button” to change the product quantity, add products to shopping cart or delete the products
  5.        Connect to the front page of iCUBI Mall from PC or smart device

 

When will be the order cut-off time & order dispatch time?

  •                iCUBI Mall order cut off time: 23:59
  •                You can select “Delivery to Designated Regal Hotels / iclub (Limited to Hotel guests only)” or “International Delivery”
  •                You may enjoy free delivery service for “Delivery to Designated Hotels”, while “International Delivery” will be charged for delivery fee calculated by product weight.
  •                Generally, we will dispatch the product with lead time as below:

Product type

Order cut-off time

After order confirmation

Product dispatch

Arrive Designated Hotels

Arrive other Hong Kong address

Express delivery products

23:59

the next business day

The next business day

(before 18:00)

1 - 2 business days

Standard delivery products

1 - 2 business days

2 - 3 business days 

(before 18:00)

2 - 3 business days

 

  •                Please allow 1 extra business day for delivery to non-industrial address / non-commercial address / remote area of Hong Kong.
  •                Product dispatch will be handled in business days (Monday to Friday), please note that Saturdays, Sundays and Hong Kong public holidays are non-business days.

For example -

Express delivery products:

Order placed on Sunday to Thursday will be dispatched in the next business day (tomorrow), and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Order placed on Saturday & Sunday will be dispatched in the next business day (next Monday), and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Order placed in Hong Kong public holidays will be dispatched in the next business day, and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Standard delivery products:

It may take 1 more day for product dispatch, and arrived to designated address in 2-3 business days after order confirmation.

  •                Please estimate the package arrival time carefully. If you selected Delivery to Designated Hotels, but cannot manage to pick up the package in your stay period, the extra delivery fee for shipment to other addresses or other countries will be bourn by you.
  •                Delivery time may be affected by seasonal holidays or Hong Kong public holidays.
  •                Delivery will be delayed in case of typhoon signal No.8 or a black rainstorm warning is in effect.
  •                Our Customer Service will contact you as soon as possible to re-arrange for another delivery time.
  •                For delivery details to area outside Hong Kong, please refer to “Delivery Service”.

 

Which Hotel belongs to Designated Hotels?

Designated Hotels:

Regal Airport Hotel (9 Cheong Tat Road, Hong Kong International Airport, Chek Lap Kok, Hong Kong)

Regal Hongkong Hotel (88 Yee Wo Street, Causeway Bay, Hong Kong)

Regal Kowloon Hotel (71 Mody Road, Tsimshatsui, Hong Kong)

Regal Oriental Hotel (30 - 38 Sa Po Road, Kowloon City, Hong Kong)

Regal Riverside Hotel (34-36 Tai Chung Kiu Road, Shatin, Hong Kong)

iclub Fortress Hill Hotel (18 Merlin Street, North Point, Hong Kong)

iclub Sheung Wan Hotel (138 Bonham Strand, Sheung Wan, Hong Kong)

iclub Wan Chai Hotel (211 Johnston Road, Wan Chai, Hong Kong)

 

Can the shipment reach other countries and regions outside of Hong Kong?

Yes, you just need to login to iCUBI Mall to start shopping!

For Delivery fee and time to other countries, please refer to “Delivery Service”.

 

Can I ship the products to different addresses in the same order?

Each order can only ship to one address, if you want to ship the products to different addresses, please place the orders separately.

 

Is it guaranteed that I can purchase the products with the discount price published in the promotion materials?

Product prices may adjust after the promotion period. Price listed in iCUBI Mall will prevail, discount available while stock lasts.

 

Are there more products in iCUBI Mall other than those published in the promotion materials?

The published products are just part of our highlighted products, you can scan the QR code on the leaflet to look for more products in iCUBI Mall.

 

I can’t find the promotional product in iCUBI Mall, what can I do?

You can look for the products by the choosing the related category in the main menu, or input the key words in the search bar of the front page to search for the products.

 

Can I reserve the product by putting it in my shopping cart?

We do not offer product reserve service, if you are interested in the product, please proceed to checkout to secure your order.

 

Can I pre-order the out of stock items?

We sell the products in first come first serve basis, some of the products are limited products, and only some of the products can be replenished after sold out. If you would like to get the product, please proceed to payment to secure your order. If you want to pre-order the out of stock items, please contact our Customer Service to get further details on specific products.

 

Can I call the Customer Service Hotline to place order?

Sorry, we only offer online shopping services, thank you for your understanding.

 

Any product warranty for my purchased product?

Product warranty will be offered by the Supplier (if any). If the product is covered by product warranty, the warranty card will be shipped together with the product. For any warranty enquiries, you can contact the Supplier directly according to the warranty card.

Except for those with declaration from the Supplier, all other products are not covered by product warranty.

 

 

 

Payment

 

What currency is listed?

The price is listed in Hong Kong Dollar.

 

iCUBI Mall accepts what kind of payment?

Payments can be made by Paypal account, but if you do not have a Paypal account, you can still complete the transaction in Paypal online payment gateway by credit cards that Paypal accepts, include VISA, MasterCard, AmericanExpress & Discover Card. We accept Alipay, Unionpay and Tenpay by PayDollar as well.

 

How to checkout in iCUBI Mall?

Just a few simple steps:

  1.              Click “Shopping cart” on the top navigation menu to check “My order”, you can add/drop products or revise the product quantity
  2.              If the order information is correct, proceed to select “Delivery to Designated Regal Hotels / iclub” or “International Delivery” and provide relevant shipping info
  3.              Input “Coupon code” (if any)
  4.              Read and agree the “terms and conditions”, click “Confirm order”
  5.              If you select “International Delivery”, you have to fill in the delivery address and confirm the delivery fee
  6.              Decide if you would like to use “iCUBI reward points” in this order
  7.              Select payment to be made through Paypal or PayDollar, you will be redirected to the Paypal or PayDollar online payment gateway to proceed with secure and efficient online payment
  8.              Order completed. You can check your order by clicking “Orders” inside “My account”, and you will also receive a confirmation email.

 

How to pay by Paypal account?

When you proceed to payment, if you want to pay by Paypal, you need to login to your Paypal account to continue. If you want to pay by credit cards, you can input credit card number, expiry date, name of the cardholder and security code, etc.

 

How to enter the delivery address?

During check out, you can enter a new address in “Delivery address” box, or select the saved address for the delivery.

After your first order, you can save the delivery address to your member account, so that you do not have to fill in the address again in your next purchase.

You can manage or delete the address in “My account” > “Addresses”.

 

Any hidden charges on top of the product selling price?

We do not have other hidden charges, but you may need to pay a surcharge in some circumstances:

e.g. We reserve the right to charge additional delivery fee if the shipment info is incomplete, the receiver is not available to accept delivery / pick up packages at the designated delivery time.

e.g. All product prices are exclusive of all taxes. For shipments outside Hong Kong, you are liable to pay for all import duties, custom fees, taxes and VAT which may be levied by the destination countries. If required by the destination countries, you are responsible to complete customs formalities to release deliveries.

For details, please refer to “Delivery Service”.

 

How can I know if the payment went through successfully or not?

Successful transactions will be redirected to iCUBI Mall again, and “Order Confirmation” page will be shown, you will also receive a confirmation email. Please check your email account's “Spam” or “Junk” folders to ensure the message was not filtered. However, if you have not received the email, it means the payment did not go through. You can also check your order status by clicking “Orders” inside “My account”. Or you can contact our Customer service directly.

 

Why the payment if not successful?

You payment may fail under many circumstances; we suggest you to check:

-          if the credit card is still in the valid period

-          if the payment quota is exceeded

-          if the credit card impose any limitation on online or telephone payment

-          if the card confirmation procedure is finished (if it is a new card)

-          if the payment is still not successful, we suggest you to change and use another credit card

Do not exit the page nor hit the back button to return to previous page when it is processing the payment, otherwise the order cannot be completed. When payment is successful, you will receive a confirmation email.

 

Will iCUBI Mall accept “cash on delivery”?

Sorry, all payments shall be made before product delivery, no “Cash on Delivery” is allowed.

 

How to use the e-coupon?

If you got the iCUBI Mall e-coupon with you, please input the “coupon code” in “My order” page and click “Apply coupon” before checkout.

 

Any minimum order amount for each order?

No minimum order amount is required. So if you have enough iCUBI reward points, after deducting the reward points rebate or discount e-coupon, you may get the product free.

 

Meaning of the “Payment status”:

待處理/ Pending

Payment not yet received.

已付款/ Paid

Payment received.

全額退款/ Refund

We have received your Return product, and Refund is completed.

部分退款/ Partial Refund

We have received your Return product, and Partially Refund is completed.

 

Orders

 

How can I check the status of my order?

After login to iCUBI Mall, click “email address” or “person icon” on the top navigation menu to enter “My account”

Choose “Orders”> “Details”

 

Can I change or cancel the order after order confirmation?

Under normal circumstances, the order details, e.g. product, quantity, etc. cannot be changed once the order is placed.

Cancellation of order will not be accepted upon order confirmation.

and delivery address,

 

Can I change the delivery address after order confirmation?

Under normal circumstances delivery address cannot be changed once the order is placed.

After you confirmed the order, if you found that the information is not correct, please contact “Customer Service” immediately.

 

Meaning of the “Order status”:

待處理/ Pending

Payment not yet received.

處理中/ Processing

Your product is under packing, it will be dispatched soon.

已完成/ Completed

You have received the package.

已取消/ Cancelled

Return procedures completed.

 

How to get the order invoice?

After login to iCUBI Mall, click “email address” or “person icon” on the top navigation menu to enter “My account”

Choose “Orders”> “Details” > click “Print” or save”PDF invoice”

 

I can’t receive the “Order confirmation” email, why?

The email address you provided in registration is our main way to communicate with you. Important info such as any info related to your orders, latest promotion items will be sent to you through the emails. Please check your email account's “Spam” or “Junk” folders to ensure the message was not filtered. If you would like to avoid this from happening, you can check your email settings and add cs@icubi.com as non-spam.

 

 

Delivery

 

Will you ship to my country?

ICUBI Mall provide delivery service to Hong Kong, China and International area.

For details about Delivery fee and time, please refer to “Delivery Service”

 

How long will it take for product delivery?

  •                iCUBI Mall order cut off time: 23:59
  •                You can select “Delivery to Designated Regal Hotels / iclub (Limited to Hotel guests only)” or “International Delivery”
  •                You may enjoy free delivery service for “Delivery to Designated Hotels”, while “International Delivery” will be charged for delivery fee calculated by product weight.
  •                Generally, we will dispatch the product with lead time as below:

Product type

Order cut-off time

After order confirmation

Product dispatch

Arrive Designated Hotels

Arrive other Hong Kong address

Express delivery products

23:59

the next business day

The next business day

(before 18:00)

1 - 2 business days

Standard delivery products

1 - 2 business days

2 - 3 business days

(before 18:00)

2 - 3 business days

 

  •                Please allow 1 extra business day for delivery to non-industrial address / non-commercial address / remote area of Hong Kong.
  •                Product dispatch will be handled in business days (Monday to Friday), please note that Saturdays, Sundays and Hong Kong public holidays are non-business days.

For example - Express delivery products:

Order placed on Sunday to Thursday will be dispatched in the next business day (tomorrow), and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Order placed on Saturday & Sunday will be dispatched in the next business day (next Monday), and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Order placed in Hong Kong public holidays will be dispatched in the next business day, and arrived to Designated Hotels before 18:00 in the same day of product dispatch. Extra 1 - 2 business days for delivery to other Hong Kong address.

Standard delivery products may take 1 more day for product dispatch, and arrived to designated address in 2-3 business days after order confirmation.

  •                Please estimate the package arrival time carefully. If you selected Delivery to Designated Hotels, but cannot manage to pick up the package in your stay period, the extra delivery fee for shipment to other addresses or other countries will be bourn by you.
  •                Delivery time may be affected by seasonal holidays or Hong Kong public holidays.
  •                Delivery will be delayed in case of typhoon signal No.8 or a black rainstorm warning is in effect.
  •                Our Customer Service will contact you as soon as possible to re-arrange for another delivery time.
  •                For delivery details to area outside Hong Kong, please refer to “Delivery Service”.

 

Can I change Standard Delivery to Express Delivery with extra pay?

All products are pre-set as Express delivery products or Standard delivery products in iCUBI Mall, “Estimated delivery time” will be listed in every product detail page. Due to the limitation of the Supplier, even if you are willing to pay more, the pre-set arrival time cannot be changed.

 

How can I choose the Delivery method?

Before order check out, you can choose “Delivery to Designated Regal Hotels /iclub” or “International Delivery”, you may only need to provide relevant shipping info according to your choice.

 

How to calculate Delivery fee?

Members can enjoy FREE delivery service for delivery to “Designated Regal Hotels/iclub” during their stay in the Hotels.

“International Delivery” will be charged for delivery fee calculated by product weight.

For details, please refer to “Delivery Service”

 

Any taxes or custom fees need to pay for shipments outside Hong Kong?

All product prices are exclusive of all taxes. For shipments outside Hong Kong, you are liable to pay for all import duties, custom fees, taxes and VAT which may be levied by the destination countries. If required by the destination countries, you are responsible to complete customs formalities to release deliveries.

 

Can you guarantee the products will be delivered in good condition?

All delivery packages are packed and handled with care, we will be responsible for the damaged of products during the Delivery process before you sign upon receipt. If the package is damaged upon delivery, please indicate the problem to the courier, reject the delivery and contact iCUBI Customer Service immediately.

 

What can I do when the product is damaged during delivery?

If the product is found damaged when received, please indicate the problem to the courier, reject the delivery and contact iCUBI Customer Service immediately.

Click here to see more about Returns。

 

My order is not arrived as per the estimated delivery time, how can I keep track on my order?

You can check the order status in “My Account”, details includes the product information, delivery method, estimated delivery time, the order status and delivery fee, etc. You can also contact our “Customer Service” to check the order status.

Delivery time may be affected by seasonal holidays or Hong Kong public holidays. Delivery will be delayed in case of typhoon signal No.8 or a black rainstorm warning is in effect. In such case, our customer service will contact you as soon as possible to re-arrange for another time.

 

What is the delivery arrangement under severe weather conditions?

The deliveries will be suspended under severe weather conditions, such as when black rainstorm signal is in effect or typhoon signal No.8 is hoisted. Our customer service will contact you as soon as possible to re-arrange for another time.

 

There are missing items in my package, what can I do?

Different brands may deliver in different packages even for the same order, please check the products according to the "Delivery Note" and sign upon received.

If the product is wrongly shipped, or shipped with incorrect order quantity, or there are any missing items according to the “Delivery note", please indicate the problem to the courier, reject the delivery and contact iCUBI Customer Service immediately.

 

Do I need to sign for my package?

If you stay in Regal Hotels: When products arrived to Regal Hotels, the concierge will check the guests information and receive the products on behalf of you. The parcel will then deliver to your room directly. You will receive “Product arrived notification” SMS (text message).

If you stay in iclub Sheung Wan Hotel: When products arrived to iclub Sheung Wan Hotel, you will receive “Package pick up notification” SMS (text message). Please bring with you the registered passport and collect the package at iCUBI Mall Customer Service Counter.

iCUBI Mall Customer Service Counter located at iclub Sheung Wan Hotel:

Opening hours: Monday to Friday 11:00am to 8:00pm (break time 3:00pm - 4:00pm).

Counter closed: Saturdays, Sundays and Hong Kong Public Holidays.

You may need to present passport or hotel room booking confirmation number for identity verification upon packages pick up. The relevant information must be present for identity verification upon packages pick up, otherwise collection of packages will be refused.

Please estimate the package arrival time carefully. If you selected Delivery to Designated Hotels, but cannot manage to pick up the package in your stay period, the extra delivery fee for shipment to other addresses or other countries will be bourn by you.

If you cannot provide other delivery address or refuse to settle the extra delivery fee, the order will be canceled and the product will be taken back. In such case, the order will proceed to Refund according to the Refund Policy. Please click here for details.

 

 

What if I am not home when my package arrives?

If you stay in Regal Hotels: When products arrived to Regal Hotels, the concierge will check the guests information and receive the products on behalf of you. The parcel will then deliver to your room directly. You will receive “Product arrived notification” SMS (text message).

If you stay in iclub Sheung Wan Hotel: When products arrived to iclub Sheung Wan Hotel, you will receive “Package pick up notification” SMS (text message). Please bring with you the registered passport and collect the package at iCUBI Mall Customer Service Counter.

iCUBI Mall Customer Service Counter located at iclub Sheung Wan Hotel:

Opening hours: Monday to Friday 11:00am to 8:00pm (break time 3:00pm - 4:00pm).

Counter closed: Saturdays, Sundays and Hong Kong Public Holidays.

If you ship by “International Delivery”: To protect the interest of our customers, we require customers to verify their identities, check the products according to the "Delivery Note" and to sign to acknowledge receipt of the package.To ensure a successful delivery, please provide us with the address and contact number that you can be reached during Office hours.

If you are out when the courier attempts to deliver your package, they will leave a card with a contact number for you to arrange a new delivery date.

Please estimate the package arrival time carefully. If the receiver is not available to accept delivery / pick up packages at the nominated delivery time, or incorrect receiver information is provided, the extra delivery fee for shipment to other addresses or other countries will be borne by you.If you cannot provide other delivery address or refuse to settle the extra delivery fee, the order will be cancelled and the product will be taken back. In such case, the order will proceed to Refund according to the Refund Policy. Please click here for details.

 

Meaning of the “Delivery status”:

未發貨 Not yet shipped

Your product is under packing, it will be dispatched soon.

部分發貨 Partially shipped

Your product is partially dispatched.

已發貨Shipped

All products in your order is dispatched.

已交貨Delivered

You have received the products.

 

 

 

Hotels pick up

  

Which Hotels can offer free delivery service to the members?

Members can enjoy FREE delivery service to “Designated Hotels” during their stay in:

Regal Airport Hotel (9 Cheong Tat Road, Hong Kong International Airport, Chek Lap Kok, Hong Kong)

Regal Hongkong Hotel (88 Yee Wo Street, Causeway Bay, Hong Kong)

Regal Kowloon Hotel (71 Mody Road, Tsimshatsui, Hong Kong)

Regal Oriental Hotel (30 - 38 Sa Po Road, Kowloon City, Hong Kong)

Regal Riverside Hotel (34-36 Tai Chung Kiu Road, Shatin, Hong Kong)

iclub Fortress Hill Hotel (18 Merlin Street, North Point, Hong Kong)

iclub Sheung Wan Hotel (138 Bonham Strand, Sheung Wan, Hong Kong)

iclub Wan Chai Hotel (211 Johnston Road, Wan Chai, Hong Kong)