FAQ

1. How can I login to order?

Customer is required to use own e-mail address and password to login and order.
- For new customer, please fill in all the information in the “Create Account” section and submit. Customer will then receive an “Activation e-mail” in his/her own mailbox, and after clicking the linkage inside the e-mail, customer can start to login his own account for ordering.
- For customers who had subscribed our service before, we kept your records and had already created an account for you by your e-mail address.

• If customer does not have a password, please click “Forget Your Password” to create a new password through e-mail address.
• If customer forgets which e-mail address had been used or has any “Login Problems”, please click “Contact US” to send us a message, our Customer Service Team will follow up with customer by e-mail in one working day.

2. What is your privacy policy?

Your privacy is important to us while we will only use your personal information by ourselves. We guarantee not to sell any of your personal information to a third party. Customer can check the details from our Privacy Agreement Page.

3. How can I pay for my order?

Customer can pay by credit card and we only accept VISA and Master Card for payment.

4. How can I trust my credit card transaction safe?

All the credit card numbers stored in your “Payment Information” are SSL encrypted, which ensures that all these information stays private and secure.

5. Do you offer swatch?

Swatch provided is limited to suit materials only. Please send request by fill in the “General Enquiry” form under “Online Customer Request” after login. Our Customer Service Team will follow up with customer by e-mail in one working day, and we assume the swatches will arrive in around 3-4 weeks.

6. How can I “Place Order”?

Customer can select the preferred product under “Place Order” after login and follow the process step by step with details input. The transaction item will not be proceeding and will only store in “My Cart” even logout and login from time to time. Customer can amend and/or delete the related transaction item before “Proceed to Checkout”. An e-mail confirmation will send to customer after submit.

7. What is Quick Order?

Other than “Place Order” process with details input, quick order is a convenient and efficient way for current customer to order products and/or accessories with preferred styles and fabric choices.
Customer can search for fabric and/or accessories by categories and click “Add to quick order” to record the selection. After finish all selection, click “Submit quick order” and fill in all the required information then submit. Our Customer Service Team will follow up with customer by e-mail in one working day.

8. What is the definition of product price?

Product price is linked to the fabric adopted as well as style and/or size while additional fee will be charged on special style and/or extraordinary long and/or big product size.

9. What is my favorite style?

Most customers have their own style and “My Favorite Style” is a convenient and efficient way for customer to input during “Place Order” process. Customer can save his/her style as “My Favorite Style” in the process while it is not only eliminating the repeated input of styles in the same order as well as it can be recall for future ordering purpose.

10. How to provide measurement?

Customer can provide measurement in three different ways during “Place Order” process:

• Send your sample – new customer or customer with difficulty to self-measure, please send a well-fit sample for us to copy directly.
• Use your last measurement – existing customer with no change or slight change in body size, please inform us which measurement to be selected from your previous purchase record.
• New self-measurement – new customer or customer with significant size change, please follow the measurement tips which contains both photos and description. As our level of accuracy is directly related to the measurement you submit and we cannot be held liable for your measurement input errors, so please be sure to follow our measurement guide as closely as possible.

11. Can I make change of my order?

While fabrics are unable to be changed after an order is submitted, customization options can be changed within 24 hours after an order is submitted by sending an e-mail to order@williamcheng-son.com. Our Customer Service Team will follow up with customer by e-mail in one working day.

12. How can I check the progress of my order?

Customer can check the “Order Status” in “My Order” of “My Account” after 24 hours of an order is submitted.
After the order has been proceed for delivery, customer can check the “Shipping Status” in “My Order” of “My Account”.

13. How long does it take for normal order processing?

Normal order processing time is 2-3 weeks after receipt of payment (excluding delivery time if required). Additional 1-2 weeks extended processing time is required during peak festival period, such as Easter, Christmas and Chinese New Year, etc...

14. How long does it take for delivery?

Delivery time depends on related delivery method as listed at below:

• Collect by customer is available at our shop only in the time period between 10:00 to 19:00 from Monday to Saturday except Sunday, Hong Kong Public Holiday, and special occasion.
• The estimated delivery time for local delivery is 1 day where is available to delivery within Hong Kong business areas from Monday to Friday within office hour except Saturday, Sunday, and Hong Kong Public Holiday.
• The estimated delivery time for Airmail is 10-14 days.
• The estimated delivery time for Speed Post is 3-5 days.

For delivery by Airmail and Speed Post, the estimated delivery time is provided by the shipping service provider which is not a guarantee time frame while we cannot be held liable for any delay in transit due to whatever reasons include but not limited to seasonal peak periods, typhoons, heavy snow, earthquake, etc...
Our Customer Service Team will send an email embedded with the tracking number of the parcel to notify customer when the parcel is ready to send. Customer is requested to check the correctness of the delivery address as well as to take care of the delivery in order to prevent delay, return and/or missing of parcels.
Once customer has received the parcel, please kindly mark received in the “Shipping Status” in “My Order” of “My Account” after login. If there is no update after 2 weeks of the expected delivery date, the expected delivery date will be deemed as the actual receipt date.

15. What is the definition of postage charge?

Postage charge listed at below table is linked to the product as well as related delivery method. While postage charge is being counted by weight, therefore it is in item base, and it only includes all the shipping postage and delivery charges which do not include any of the destination country’s custom duties charges.

	Postage Charge
Delivery Method	Shirt	Suit	Jacket	Trousers/Vest	Accessory (w/ order)	Accessory (w/o order)
Collect by Customer	Free of charge	Free of charge	Free of charge	Free of charge	Free of charge	Free of charge
Local Delivery	HKD 20 /item	HKD 80 /item	HKD 50 /item	HKD 30 /item	Free of charge	HKD 20 /item
Airmail	HKD 60 /item	HKD 300 /item	HKD 180 /item	HKD 120 /item	Free of charge	HKD 50 /item
Speed Post	HKD 70 /item	HKD 400 /item	HKD 230 /item	HKD 170 /item	Free of charge	HKD 60 /item

In case the parcel has been returned due to customer unclaimed or wrong delivery address provided by customer, customer is required to pay additional postage charge for resending the parcel.

16. How to handle long outstanding delivery?

If customer has not received the parcel within a reasonable time frame as mentioned in above point 14 of “How long does it take for delivery”, please check the delivery status through the website of the shipping service provider or contact us by fill in the “General Enquiry” form under “Online Customer Request” after login. Our Customer Service Team will follow up with customer by e-mail in one working day.

17. If my product is damaged, what can I do?

While we only offer the finest fabrics for customers, we cannot hold liable for damages caused by personal wear. So upon receive of new products, customer should inspect and reports any damages to our Customer Service Team within 7-days by fill in the “Complaint” form under “Online Customer Request” after login.
In order to provide accurate remedial action for rectifying the issues, customer please uploads maximum three photos in the form for us to check. Our Customer Service Team will follow up with customer by e-mail in one working day

18. If the product does not fit well, what can I do?

Most customers have their personal preference which is one of the components of style, we cannot hold liable for alteration caused by measurement changes. So upon receive of new products, customer should try them on and reports any ill fit products to our Customer Service Team within 1-month warranty period by fill in the “Complaint” form under “Online Customer Request” after login.
In order to provide accurate remedial action for rectifying the issues, customer please puts on the products, and takes some photos related to the position involved. Then uploads maximum three photos in the form for us to check with the tailor. Our Customer Service Team will follow up with customer by e-mail in one working day while our remedial action includes but not limited to:

• Local alteration – it is the most effective way for some minor amendments with a maximum reimbursement amount as listed at below:
  • - Shirt: maximum at HKD 75
  • - Suit: maximum at HKD 750
  • - Jacket: maximum at HKD 600
  • - Trousers: maximum at HKD 150
  • - Vest: maximum at HKD 150
  • Customer is requested to provide an official receipt from the local tailor as well as our “Local Alteration Form” which has been filling by the local tailor.
    Our Customer Service Team holds the rights of final approval as well as the final reimbursement amount of the alteration charges.
• Send back for alteration – for those amendment request that cannot be provide by local tailor, customer can send the product back to us for alteration while we will send it to customer after complete.
  The normal processing time for alteration is around 3-4 weeks after receive the returned products.

19. What is your refund policy?

As custom tailor clothes are specifically made for the specific customer, we cannot offer full refunds. However, we bear full responsibilities for our products in a reasonable manner while we will work with customer until fully satisfied.
But for accessory goods, we accept a return and full refund request for the accessory product costs only (mailing costs excluded) within 14 days of purchase or the date of receiving the products as long as they have not been worn. Customer is required to send the accessory products back to us in customer’s own costs while we will refund the money back to the payable credit card account only. Our Customer Service Team holds the rights of final approved refund amount.

20. How long will it take to receive a refund?

Normal refund processing time is around 4-6 weeks after receive confirmation of refund from Customer Service Team.

21. Where can I raise a customer feedback?

Customer’s opinion is very important to us. We appreciate your feedback and will use it to evaluate changes and make improvements in our site as well as our service. Customer please fills in the “Feedback” form with uploading maximum three photos. Our Customer Service Team will follow up with customer by e-mail in one working day.

22. What are the washing instructions for the product?

Dry clean is recommended for all suiting clothes. Shirt items are recommended to wash under 30°C but not tumble dried.

23. Why I receive different fabric color with same fabric number?

Customer may find the color has a very little variant with repeated order in the same fabric. It is not only because of wash and worn, even the same fabric in different shipment has slightly difference in color is normal.
Additionally, we highly recommend customer to purchase an extra pair of trousers for each suit purchase in order to increase longevity.

24. What are the ironing tips for the Wrinkle Free shirts? 

Wrinkle Free fabrics need to be ironed or pressed after they are washed for a clean, professional appearance. The treatment is such that your shirts stay looking sharper throughout the day than they otherwise would, were they not treated

25. What is your recommendation to customer for making best suit?

In order to support one of our missions:

• To provide advanced custom-made clothes to worldwide business executive customers with fashionable look fittings.

We have setup an online catalogue named “Product Catalogue” which contains the most recent fashion trend for “Business Wear”, “Casual Wear”, and “Evening Wear” while most of them can be support in our online platform.
For customer who wants to order his/her own stylish cloths, please consult with our tailor in person at our showroom or attending our trip visit.

26. How to make appointment to consult with your tailor?

Customer is free to visit our showroom or attend to our trip visit; customer can book an appointment online by clicking:

• Book an appointment – it is for customer to make an appointment at our showroom for selecting fabric, taking measurement, and designing customer’s own stylish cloths, etc...
• Book a fitting – it is for customer to amend his/her trial fitting schedule to a latter day schedule. If customer wants other arrangement, please fill in the “General Enquiry” form under “Online Customer Request” after login. Our Customer Service Team will follow up with customer by e-mail in one working day.
• Book trip appointment – it is for customer who wants to make an appointment to attend our trip visit. But it is only available when we have finalized the exact visit date.