My Account

How do I register as a member?
First of all, your current employer has to be our corporate member. Please click “Register” at the top, fill in the form and upload the staff identity document. You will receive notification as soon as we verify your information.

Should I use a personal or company email address for registration?
We believe that you will find it more convenient to use your personal email address for registration as you may want to get our important notices such as order confirmation anytime anywhere.

What if I do not have a staff card?
You may provide us with any proof of staff identity, such as payroll slip of recent 3 months.

What happens if I forgot my password?
Don’t worry, just click “forgot password?”on 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 alphanumeric characters, then click confirm to complete the change.

What happens if I change my job?
Don’t worry, just drop us an email, let us know your new employer, if your new employer is our corporate member, you can continue to use your existing account.

Payment

What is credit card security code?
Credit card security code is the set of digits printed on the back of your VISA card and MasterCard, it is a set of 3 or 4 digits other than the credit card number.

My computer crashed while processing the payment, how will I know if the payment went through successfully?
Successful transactions will receive a confirmation email. Please check your email account’s spam or junk folder 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 find out your order status by clicking “Order status” inside “My account” at the top of any page.

Order

Do I have to become a member to shop at BenePanda?
Yes. Registration is free, fast and simple. Click “Register” at the top of any page on BenePanda. Members will also receive the latest deals, news.

Delivery

Do you ship to residential address?
It depends on the policy of each seller. Most of our sellers offer free delivery to commercial and industrial address for orders more than HK$1,000, and additional delivery charge may apply on delivery to residential address, please refer to the delivery policy of each merchandise.

How long does my order take to deliver?
 It depends on the policy of each seller, if delivery leat time is not specified in the delivery policy of each merchandise, please expect 7 working days normally.

What should I do if the order is yet to arrive, or the product is lost, missed, or damaged?
If you did not receive your order or the products are found damaged when received, please email us at cs@benepanda.com.hk to report the case and we will process your case and update you the status as soon as possible.

Do I have to sign for the delivery?
To protect the interest of our customers, we require customers to verify their identities and to sign for the delivery.

Can I change the delivery address for my order?
Under normal circumstances delivery address cannot be changed once order is placed.

Returns

How to apply for an exchange or return?

Since each seller may have different return policies, please email us at cs@benepanda.com.hk to report the case within 7 days (or other dates as specified by the merchant) upon receiving the products and we will process your case and update you the status as soon as possible.

If the products are returnable, only the same product in different size or colour can be exchanged. Exchange for other products will not be accepted.

To be eligible for a return or exchange, goods must be unused, unopened and in the same condition as you received it. Please include the followings: the original packaging, packaging box, tags, certificates, manufacture warranty card, instructions, gifts and all other accessories etc. Also please make sure the package is undamaged, tags are intact and attached to the item, and if any of these are damaged they are deemed to be non-returnable.

Each order only allows return once.

How are refunds issued?
Once we accept your refund request, refund will be made via your original payment method. Please note that any discounts or coupon used in the purchase and the delivery fee will not be refunded.