常見問題

Register as a member and you will receive 400 welcome points, which is equivalent to a $20 electronic coupon.

Welcome points will be automatically deposited into your membership account, and you can check them in " Member Points and Offers ".

Earn 1 point for every $1 spent. Every 20 points can be redeemed for $1.

You will be able to earn membership points every time you shop. The membership points earned are valid for one year and will become invalid upon expiration. As long as your account makes another purchase within a year, the points will automatically extend for another year.

Points will be credited to your account within 10 working days after delivery.

You can go to " Member Points and Benefits " to view details about points.

If you have not received it after 10 working days, you can fill out the service support form and a customer service specialist will follow up with you as soon as possible.

You can go to " Member Points and Offers " to view the offers you want to redeem, and then you will get an exclusive discount code to use at checkout.

The discount code must be used at the time of payment and will not be accepted later.

FASE offers three major shipping methods, including:

1. Fortress Store Pickup

2. Home Delivery

3. Self Pickup Point

Fortress Self Pickup
Any purchase can be picked up at Fortress stores in Hong Kong for free.

Home delivery and Self Pickup Point
You can enjoy free Hong Kong shipping service with a single purchase of HK$450 or more. When your purchase amount is less than HK$450, you can enjoy the delivery service by paying an additional fee (HK$25).

Fortress Stores Pickup
Customers can pick up their items at 54 Fortress stores.

Self Pickup Point
Customers can pick up their packages at 1,800+ SF smart lockers, SF stations, SF business points and SF cooperation points.

For details, please go to the " Shipping Methods " page to view relevant information.

FASE currently only provides shipping services to Hong Kong.

We were unable to specify a delivery time for you. After the order is shipped, the logistics partner will arrange delivery as soon as possible.

General delivery times are Monday to Friday (excluding public holidays), 9am to 8pm daily.

Fortress Stores Pickup: When the order arrives at Fortress stores, you will receive an email notification. Please follow the instructions to pick up the goods within 7 days.

Home Delivery : The logistics partner will call you to arrange collection.

Self Pickup Point : When the order arrives at the self-pickup point, you will receive SMS pickup information. Please follow the instructions to pick up the goods within 24 hours.

After the order is shipped, the logistics partner will arrange delivery as soon as possible. You can use the order tracking code to track the order on the logistics partner's website.

If the delivery method you choose is Home Delivery or Self Pickup Point :
Before the order status reaches [Confirmed and In Production], you can modify the shipping information once, including the shipping method. Once an order has been confirmed and is in production, shipping methods cannot be changed.

If the delivery method you choose is Fortress Stores Pickup :
Sorry, we are currently unable to provide changes to the store pickup plan.

If the delivery method you choose is Home Delivery or Self Pickup Point :

Before the order status reaches [Confirmed and In Production], you can modify the shipping information once, including shipping method, shipping address and contact number. Once an order is confirmed and in production, shipping information cannot be changed.

If the delivery method you choose is Fortress Stores Pickup :
Sorry, we are currently unable to provide data change options.

If you have any other questions, please fill out the service support form immediately after placing the order, and a customer service specialist will follow up with you as soon as possible.

If you need to track your order, you can use the tracking code in the order record to track the order on the logistics partner's website.

You can contact the logistics partner directly to reschedule the delivery service (contact number: 2730 0273), but they may charge you for late delivery. If delivery fails after rescheduling, the order will be arranged as follows:

Fortress Stores Pickup: Please pick up the goods within 7 days. If you fail to pick up the order after the deadline, Fortress may charge additional storage fees to the customer.

Home delivery : If the order cannot be successfully delivered and signed for within 7 days of the scheduled arrival time, we will automatically cancel the order and charge 50% of the order amount as a handling fee.

Self Pickup Points : If the order is not picked up within 5 days after arriving at the self-pickup point, we will automatically cancel the order and charge 50% of the order amount as a handling fee.

In case of any dispute, FASE reserves the right to make the final decision.

You can authorize others to sign for the delivery or pick up the goods by presenting the pickup code.

All FASE phone case products come with a 10-day exchange guarantee and 12-month warranty, providing you with comprehensive protection.

It will take 10 days from your receipt date. If there is any problem with the product, please contact us through the service support form within 10 days.

Starting from your order date, if there is any problem with the product, please contact us through the service support form.

If it is confirmed that the quality of the mobile phone case does not meet product standards, FASE guarantees to arrange a replacement.

Please apply for an exchange within 10 days after receiving the goods, or perform product maintenance within the 12-month warranty period. Please fill out the service support form and provide product photos/videos. A customer service specialist will reply to you via email within two working days to follow up on your order status.

No, the phone case cannot be returned or exchanged unless the quality of the phone case does not meet product standards.

If you find that the product quantity is wrong, you can fill in the service support form and a customer service specialist will follow up with you as soon as possible.

Items must be returned together with any gifts included with the purchase, otherwise we will deduct the value of the gifts from the refund or charge it separately.

You need to go to the designated store for return or exchange. The customer service specialist will arrange the return and exchange details for you.

The replacement phone case must be of the same style as the original phone case. If the originally purchased mobile phone case is no longer on sale or is out of stock, FASE will arrange a replacement with a product of similar model, quality and function. All replacement items are subject to FASE’s discretion.

Under normal circumstances, if it is confirmed that there is a problem with the mobile phone case, we will arrange a replacement for you first. We will only arrange a refund for you under special circumstances after consultation with your customer service specialist and with our consent.

It usually takes 2-4 weeks, depending on the bank.

FASE accepts payment by Visa, MasterCard, American Express, UnionPay, BoC Pay, AliPayHK, WeChat Pay and PayMe. The value of all goods is calculated in Hong Kong dollars.

A maximum of one discount code can be used per transaction.

There is no upper limit on the number of gift cards you can use per transaction.

Discount codes can be used in conjunction with gift cards.

Points will not be awarded for the discount amount deducted from the discount code. For example, if you purchase a case for $398 and use the $30 discount code, the amount of points eligible for this transaction is $368.

In order to provide safe and reliable online shopping services, FASE's transaction system uses Secure Sockets Layer (SSL) encryption technology. All personal information including credit card numbers, names, addresses, etc. will be encrypted before being transmitted over the Internet to prevent personal information from being read by unauthorized third parties when it is transmitted online. To check the security certificate information, right-click on the checkout page and select "Content" and "Certificates".

Points will be credited to your account within 10 working days after delivery. If you have not received it after the time limit, you can fill out the service support form and a customer service specialist will follow up with you as soon as possible.

If the transaction fails, the credit card may have expired, or the system may be undergoing maintenance. You can try to log in again and place an order again. If the problem persists, you can fill out the service support form and a customer service specialist will follow up with you as soon as possible.

For questions about credit card verification, please check directly with your card issuer.

The discount code or electronic code must be used at the time of payment and will not be accepted later.

After completing checkout, you will receive the following order status updates via email:

- Order received: FASE has received and is reviewing your order

- Order confirmed and shipped: FASE has been confirmed and shipped, you can track the order through the tracking code

- Order Completed: You can download the e-receipt from the order history

If the goods you order are customized products, they include but are not limited to any prohibited content listed below:

- any infringement or likely infringement of any third party copyright, trademark, registered design, patent or other intellectual property right or right equivalent to such intellectual property or other right ("Intellectual Property Rights") or creates confusion;

- Any obscene or indecent content, including but not limited to content depicting violence, depravity and objectionable content or content depicting nudity;

- Any offensive, inappropriate or abusive content that is contrary to public morals, rules or propriety, or that could be construed as such, including words or images depicting obscenity, offensive, inappropriate or abusive content;

- Any defamatory, libelous, discriminatory content, including content constituting defamation, harassment or hate speech;

- Content depicting the national flag and national emblem of the People's Republic of China, the regional flag and regional emblem of the Hong Kong Special Administrative Region, the national anthem or national anthem of the People's Republic of China or the lyrics or music score thereof, or any part thereof;

- Content prohibited under the Law of the People's Republic of China on Safeguarding National Security in the Hong Kong Special Administrative Region of the Hong Kong Special Administrative Region;

- Content that contains any bugs, viruses, malware, Trojan horses or other harmful or destructive content;

- Any content that violates the privacy or publicity rights of any third party, or is otherwise unlawful or violates any applicable law or regulation.

We will reject and cancel your order and charge 50% of the actual order amount as handling and processing fees.

Please check the email in the "Spam Box" or "Miscellaneous Box" first. If you find an email from the FASE website, please click "Don't Spam". If you fail to receive it due to incorrect email address, please fill in the service support form and a customer service specialist will follow up with you as soon as possible.

You can download the electronic receipt from the order record within one working day after receiving the goods.