Retail: Frequently Asked Questions

Retail: Frequently Asked Questions

Retail: Account, Registration & Login

No, retail customers can always checkout as guests to purchase items from us. However, by signing up here, you will enjoy more website features, such as order tracking and saving items in your cart.

Click 'forgot your password' under the login page and follow the required steps.

The only way to change your login email is through us, don't hesitate to ask for our help.

Log in to your account, press the 'account' button on the right top corner, then select 'change password' on the panel and follow the steps.

Unfortunately, at this point, an existing retail customer is not able to change their account type on their end. However, we can help to change your account type on our end, please contact us here. Alternatively, you can always sign up for a new wholesale account with a different email address.

We are sorry to see you go. Please contact us to delete your account. Your data will be permanently deleted from us.


Retail: Order-Related & Product Pricing

If you are using a laptop/PC, you can input your coupon code between your purchase item list and the subtotal on any page at the checkout page like this. However, if you are using a mobile browser, you can only input the coupon on the last page where you input your payment details at the checkout page like this.

You can always change the shop currency on the header.
Desktop View
Mobile View

Yes, first input a random Hong Kong address at checkout, and select 'Self Pickup' as your shipping method, like this.

Absolutely, click here to see how you can contact us.

We have physical stock in our warehouse for some of the items on our website, while some other items may require pre-order, you can each product's inventory status by looking at its lead time under its descriptions, like this.

All your orders are confirmed instantly and automatically by our system. However, for those who select payment methods other than credit cards or debit cards, your payment status will remain 'pending' until we manually verify your payment, this process is usually done in 1 working day.

Guest checkout

Order confirmation will be sent to your contact email or phone number, there will be a link for you to check the status of your order. You will also be notified when there is an update of your order.

Member checkout

You will receive order updates in your login email address, you can also enable text updates on the link you received from your order confirmation email. Another way to track your order is to log into your account from our website and under your account profile, you can find your order status in 'My Orders'.

 

There could be times that our system automatically confirms order but is unavailable to be ordered from the supplier, we will either cancel those items or send you a notification about the item out of stock.You can always contact our customer support for further details.

In general, we process your order as soon as we receive it, so we unfortunately cannot guarantee that we can modify your order. That said, feel free to drop us a message and our customer agent will see if can do our best for you.

In general, we process your order as soon as we receive it, so we unfortunately cannot guarantee that we can cancel your order. That said, feel free to drop us a message and our customer agent will see if can do our best for you.


Retail: Payment

Currently, we accept Visa, Mastercard, Shop Pay, Apple Pay, Google Pay, Bank Transfer, PayMe, FPS and Alipay HK.

Unfortunately, due to our current policy, all our online orders require online pre-payment. However, you can always make an appointment and shop at our Kwun Tong location and pay directly at that time.

Sorry but we do not accept checks, you can always choose our other payment methods :)!

There are many reasons that a card can be declined. It could be insufficient funds, credit being spent completely or being blocked by the bank etc. We recommend you to contact your bank to confirm the root cause.

At this moment, we can only use your personal paypal account to take payment. If you would still like to pay by paypal, please kindly contact us so that we could process further.

We do not charge any handling fees from customer if they pay by credit card.


Retail: Refund & Return

All sales are final and are non refundable and therefore we highly suggest you to recheck your order before finalizing it. If a product is unavailable on our side, we will process a full refund.

We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at +852 5448 6841 or email us at contact@carsha.co with details of the product and the defect. You can look up more details here.

You should contact us as soon as you receive your product and take detailed pictures of it. It would be great if you could provide us as much as details as you could so we can decrease our processing time for you.