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What is your question about?

Talk to us directly? Our customer service is opened till 18:00 today

Contact information

Use our contact form or email us at customercare.hk@se.com
or call us at +852-3580-7188
Opening hours
Monday till Friday from 09:00 - 18:00

Frequently Asked Questions

Ordering

How long does it take you to process an order before it is dispatched?

Order shipping will be within 3 working days from receipt of order/payment.

What do you do with my personal information?

Schneider Electric is committed to protecting your privacy and personal information. Our Data Privacy Policy explains how and why we use your personal information and how you can exercise your privacy rights.

How can I cancel or modify my order?

Once the order transaction has been completed, there is no cancellation/ modification.

Will You Accept The Order For The Items Which Are Not In Stock? Will I Get An Intimation Via Email If The Product Is Added Back In Stock?

Currently we do not accept orders which are not in stock. You can add them to the wishlist to get an update when the products are back in stock.

Who can I contact for any issue pertaining to my order/delivery?

For any queries related to your order you can reach the customer care team by sending an email to customercare.hk@se.com or call our Customer Care via Chat with us.

How do I track my orders and also purchasing history?

You can track your orders and purchase history in the ‘My Account’ section.

How do I sign-up or where do I get the notification whenever there’s a promotion?

You can update your Newsletter Subscription status on the Account Information under My Account. All promotions related to communication will be sent to your registered email address. The promotions will also be visible on the website through banners. Any live promotion will have a coupon code, and this will be visible in the ‘Apply Coupon’ section of the cart checkout.

Payments

What payment methods do you accept?

Our payment service provider currently accepts most major credit cards.

What should I do if the payment is not accepted?

Unfortunately, we will not be able to process your order until payment has been authorised and the funds have been cleared.

In the event, a payment request is not authorised, you should check the card details or contact your payment card provider for further assistance.

Alternatively, you can proceed with the purchase by using a different payment method (please refer to the “What payment methods do you accept” section within our FAQ’s for further details of acceptable payment methods).

Delivery

Do you ship packages internationally?

All transactions and order deliveries of this eShop are restricted within HKSAR and Macau only. Out of HK & Macau, we are supposed not to ship out. For shipment enquiries, you can contact Customer Care via Chat with us or Email us at customercare.hk@se.com.

What are the delivery charges?

Minimum HK$500 per transaction for free delivery. Any transaction less than HK$500, a HK$100 delivery services charge will be applied.

Can I change my delivery address?

Due to legal reasons, we are unable to amend your shipping address after payment has been authorised and cleared.

Returns

How can I cancel or modify my order?

Once the order transaction has been completed, there is no cancellation/modification.

Can I return the products, if they are faulty?

All webshop products are covered under standard SE warranty. Hence these are subject to the same T&C as given to the offline purchase. For more clarity refer to the Return Policy or you can contact Customer Care via Chat with us or Email us at customercare.hk@se.com.

Is the warranty the same for all the products listed?

All web-shop products are covered under standard SE warranty. Hence these are subject to the same T&C as given to the offline purchase. For more clarity refer to the Warranty Policy

Products

Can you connect to the app/products without the Wiser Hub?

No, you always need the Wiser Hub. This connects to the WiFi, you can then use the app to connect your product(s) to the Wiser Hub.

What do I do if my product is faulty?

On the rare occasion an issue has occurred with your Wiser system, please contact Customer Care via Chat with us or Email us at customercare.hk@se.com.