Frequently Asked Questions

Find answers about choosing products, payment, delivery and order support. For help with a particular product or order, please contact acc+.

Products and shopping · Payment and orders · Delivery · Returns and support

Products and shopping

1. How do I choose a suitable product?

Start with your everyday needs, ingredients, suggested use and precautions, then compare the product information. Everyone's circumstances are different; consult a healthcare professional if you are unsure whether a product is suitable for you. Our Health Guides also cover general shopping and label-reading information.

2. Are these products medicines?

Unless clearly stated otherwise on a product page, dietary supplements sold in this store are not medicines. Dietary supplements are not a substitute for a balanced diet.

3. Where can I find ingredients, directions, storage instructions and expiry dates?

Check the product page for ingredients, suggested use and precautions, and follow the information on the physical packaging and label. Storage requirements and expiry dates vary by product. If you need to confirm details before buying, send customer service the product name or link.

4. Can I use a product while taking medication, receiving treatment, pregnant or breastfeeding?

Consult a healthcare professional before use. acc+ provides general product information, not personal medical advice. Customer service cannot replace a healthcare professional's assessment of whether a product is suitable for your health circumstances.

Payment and orders

5. Which payment methods are available?

Please refer to the payment options shown at checkout. Before submitting an order, check the items, quantities, recipient details, delivery method and total amount.

6. How do I request an order change, cancellation or correction to delivery details?

Please contact customer service as soon as possible with your order number and the requested change so we can check the order status and available options. Wait for confirmation; submitting a message does not automatically change or cancel an order.

7. How do I check my order, dispatch or delivery progress?

Contact us through WhatsApp, email or the contact form with your order number. If you already have a carrier tracking number, use the corresponding tracking information to check delivery progress. If tracking information is unavailable or unclear, ask customer service to check.

8. What if an item is unavailable or the product page does not answer my question?

Send customer service the product name, variant or page link and explain what you would like to confirm. Refer to the product page and checkout for purchasing availability, and contact us about restocking or details of a particular batch.

Delivery

9. Where do you deliver in Hong Kong, and what does it cost?

We currently offer SF Express door-to-door delivery to valid business or residential addresses on Hong Kong Island, in Kowloon and the New Territories. Hong Kong local delivery costs HK$30 for orders below HK$600 and is free for orders of HK$600 or above. Available delivery methods and actual charges are as shown at checkout. See Hong Kong delivery for details.

10. Can I use an SF service point, pickup point or smart locker?

Door-to-door delivery is currently available. Pickup points and smart lockers are not yet available; please use a valid business or residential address.

11. When will my order arrive?

Delivery timing depends on stock, the recipient address and carrier arrangements. Order cut-off times, weekends and public holidays may also affect the delivery date. If you need an order by a particular date, contact customer service first to check what is possible.

12. Can you deliver outside Hong Kong?

Markets are currently set up for Mainland China, Macau, Taiwan, Singapore, Malaysia, Australia, Canada, the United Kingdom and the United States. Delivery options depend on the individual product and address and are shown at checkout. Contact customer service first if you need to confirm arrangements for your destination. See International and other regions.

13. Does an overseas order of HK$600 qualify for free delivery all the way?

Orders of HK$600 or above qualify for free delivery for the Hong Kong stage only. Overseas last-mile shipping, import taxes and customs duties are quoted and collected separately by the forwarding carrier later. They are not included in the Hong Kong-stage free-delivery offer.

Returns and support

14. What should I do if an item is wrong, damaged or missing?

Keep the item, original packaging and shipping label, take clear photos, and contact customer service as soon as possible with your order number and a description of the issue. Do not send anything back before customer service confirms the next step. For defective or damaged products approved for return by customer service, acc+ covers the return shipping cost. See Returns and delivery issues.

15. Can I request a return, exchange or refund? What about opened products?

Contact customer service first with the reason for your request and the condition of the item. Eligibility is assessed case by case based on the reason, product condition, packaging integrity, hygiene and safety considerations, and applicable law. Refunds, exchanges and return arrangements must be confirmed for the individual case. Do not send items back without confirmation. Nothing on this page limits consumers' rights under applicable law.

16. How do I contact acc+, and what information should I prepare?

Use the contact form, email info@accplus.com.hk, or WhatsApp +852 5544 1314. For a product question, include its name or link. For order enquiries, include the order number. For a delivery issue, describe the problem and prepare clear photos.