FAQ

Online Order

(i)How can I check the status of my current order?

After successfully completing the transaction, you will receive an "Order Confirmation" email with the confirmed order information. If you do not receive the email, please contact us via WhatsApp (+852- (company phone) ) or email us at info@moe-jp.com. You can also go to our website or mobile app, log in as a member, click "My Account" and find the order number to check the status of the order. 

(ii) How do I modify or cancel an order?

Once an order is confirmed, it cannot be modified or cancelled. If you submit incorrect information when ordering, please contact us via WhatsApp or email us at info@moe-jp.com. If the order has not been packaged or shipped, we can correct the information for you. Therefore, please check clearly before submitting the order and payment to ensure that all goods and personal information are correct before confirming the order.

Payment

(i) What payment methods do you accept?

We accept payment via PayMe, FPS, Visa, MasterCard, Apple Pay, Google Pay, Alipay and WeChat Pay. For payment by credit card, the orderer must be the credit card holder. All product prices in the online store are in Hong Kong dollars and purchases will be settled in Hong Kong dollars.

(ii) Is it safe to use credit cards for online shopping?

VISA Verification Service and Master Card Secure Code are credit card shopping protection services that allow you to use the above credit cards to use the relevant password or verification code when shopping online. We will not record the customer's credit card information. Customers must use their own and valid credit cards to make purchases. MOE reserves the right to terminate the order. 

(iii) Does MOE online store accept payment after delivery?

All payment methods require payment before shipment, and cash on delivery is not available.

Member Account

(i) How to become a member of the MOE  ? 

You can apply to become a member by purchasing any product in MOE online store or mobile app. Simply fill in the relevant personal information and the system will automatically create a membership for you, so you can accumulate points and enjoy exclusive member benefits and discounts. 

(ii) How to enjoy membership discounts when shopping online?

Enjoy member discounts when shopping at MOE online store or mobile app. You need to register and log in to your online account using your mobile phone number and email address before checkout. Please note that member discounts are not applicable to product packages and limited products. Please refer to the membership plan for details or contact us for more information. 

(iii)Can I earn membership points by purchasing online or through mobile apps?

Online or mobile app purchases are eligible for MOE membership program benefits, including the member points reward program and membership upgrade amounts.

(iv)Can I change my membership details online or through the mobile app?

You can change your account login email and mailing address online or through the mobile app.

(v)Can I share my membership account with others?

To protect the rights of members, MOE membership and online ordering account are only for the registered person, and each member can only have one MOE membership and online account.   

(vi)Is my member information safe?

Please rest assured that your privacy will be protected. For details, please refer to the privacy policy and website terms and conditions.