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FREQUENTLY ASK QUESTION (FAQ)

Ordering

Q: Why are your items so cheap?

A: Don't worry, all products listed on eGlobal Central AU are 100% Brand new and Genuine. We do not sell refurbished items unless it is specifically mentioned in the listing. We source our products from trusted official dealers around the world and then import them to Europe. Therefore we are able to cut most of the middle-man expenses to allow us to offer you low prices, helping you save directly from your pocket! Moreover, our operations are online and as a result have lower costs.


Q: How does the warranty work?

A: As products are being imported from overseas, the Original Warranty may not be applicable with your local dealer but eGlobal Central AU covers your item with our own 24-month warranty (12-month warranty for mobile, tablets and audio products) just as the original warranty. For more information, please refer to our Warranty Policy.


Q: How do I place my orders?

A: Placing an order on eGlobal Central AU is easy.
1. First, Search for your favourite items by brands, categories or simply by prices.
2. Then, Add it/them to your shopping basket by clicking “Add to Cart”
3. Finally, Checkout!


Q: Do I need an account when placing orders?

A: There is no need to register for an account to place an order with us; all you need therefore is an email address and the delivery details. However, we still recommend that you register an account with us as it may, in some circumstances, assist us in shipping more efficiently and speed up our processing pace. It is also easier for you to access tracking information for your orders and as well as to view your current and past orders.


Q: How do I create an account?

A: Creating an account is easy, we only require you to fill in an email address used for future updates of the order and the billing, as well as delivery address so that we know where to deliver your ordered items. We do not store any customer sensitive information at any stage of the registering process. Just click here to “create an account” with us.


Q: Why should I have to give you my contact phone number when registering an account or placing an order?

A: We need a valid contact number as in any event that we need to contact you urgently due to possible issues with your order. Please be assured that all your personal information will be used by eGlobal Central AU only and would not passed on to any third parties and unauthorised person. Please refer here for more information on our Privacy Policy.


Q: How do I know if I have placed an order with you?

A: After placing a successful order on our website, you will see an order confirmation page, displaying your "Order ID". You will also receive an automated email that will be sent to your registered email address. You can also log on to "My Account" to check your recent order history. If you cannot see order details in your account and no confirmation email has been received within 1 working day, it means the order may not have been successful. In this unlikely event, please contact our Customer Service Support for further assistance before placing another order.


Q: What security checks are in place to make sure my purchase is valid?

A: From time to time, we may contact you or request further information/documentations from you to validate your order. Rest assured however, that we will do our best to contact you at as soonest as possible to ensure any delays are kept minimal.


Q: How can I cancel my orders?

A: Please refer to our Cancellation & Return Policy for details regarding cancellations.


Q: How do I use a Voucher Code or Gift Certificate Code when placing my order?

A: If you have the code, please fill the input box named "Discount code" at the Basket page or the Checkout page and then click “Apply”. Please note that discount codes may not be used in conjunction with other offers. You may refer to the corresponding Terms and Conditions on the codes or the corresponding promotion page for details.


Q: Can I claim manufacturer cashback for the goods I buy from your website?

A: Goods that purchased from our website cannot be claimed for cashback at their respective manufacturers.


Q: The price of the item that I have purchase is cheaper now, could I get the refund of the price difference?

A: Our listing price fluctuate from time to time due to the demand and supply of the specific item. We are unable to issue the refund of the price difference.


Q: What would be the operating language for my ordered product?

A: The product we sell would come with the default language setting, which would be in English (International). Should you have a specific preferable language setting of the product, please contact our customer service agent prior your purchase through ticket.


Q: Would I find an official charger from your product?

A: As we source item globally, the item you have purchased will come with the original charger, but if the charger that comes in the box is not your local plug, we will provide a travel adapter for you to use the item.


Q: Can I request a refund if the free gift from promotion is not the way I expected?

A: We are sorry to inform you that we would not able to provide any refund in any scenario that includes but not limited to: the free gift is the incorrect size / does not match the colour as described / differ from the photo shown on the site.


Q: Why would I find my Apple product I received has been activated?

A: In some circumstances, which is more likely on Apple LTE version items, you may find your Apple item has been activated a month ago due to the below reason: 1) quality checking by our product support team; 2) exporting requirements. However, please be assured the item we sent to you is brand new and 100% original. Also please be reminded that our item(s) sent to you is/are brand new, you are only able to return it in the case the item(s) you received is faulty or DOA. This reason is not valid to request for a replacement.


Payment

Q: What kind of payment method does eGlobal Central AU accept?

A: We currently accept PayPal. For more details please visit our Payment page.


Q: Can I pay my order by instalment?

A: We are sorry to inform you that we currently do not accept such payment method.


Q: Can I change my shipping information once the order has been packaged or shipped?

A: We regret to inform you that if the payment method used is PayPal, we do not accept the change to the shipping address before or after shipment.


Shipping and Delivery

Q: How are the orders being packed?

A: We make sure our customers receive goods in the best possible condition.
1. We insert a foam board to protect the goods inside the package.
2. We then use bubble foam to fill up all gaps and loose spaces.
3. We then seal the carton using a specific security tape so the receiver will know that their goods have not been opened since dispatch.


Q: How long does it take to deliver?

A: With most products listed on the website in stock, we will try our best to dispatch the order within 24 working hours. Then it takes normally within 6 to 8 working days to deliver your order with the standard Economy Express Shipping Service and for some remote areas it takes usually 2 to 3 extra working days. If you prefer, there are options to purchase our premium shipping services. Please refer to our Shipping and Insurance page for more details. However, under unforeseen circumstances, delivery time can differ depending on the payment method and contact details provided in the order. To ensure the fastest possible delivery time it is important that correct and accurate contact information is provided when placing your order or when creating your user account.


Q: Why is there no information available for the tracking number I am given?

A: We provide the customers with the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database or uploaded the information to their website. The tracking details will only be available after a while, sometimes taking up to 48 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.


Q: Why are my accessories taking longer to arrive?

A: As per our Shipping and Insurance page, an order with only small light-weight accessories are not shipped with our courier shipping services, but rather with registered air mail. This service takes longer to arrive; approximately 10-15 days. To find out whether or not the items in your order are under this consideration please refer to our Shipping and Insurance page.


Q: Can I pick up my item at your store?

A: We are sorry to inform you that we currently do not have a high street store in the Australia and New Zealand.


Q: Where do you ship to?

A: We currently offer shipping to the Australia and New Zealand. Please note that for shipping to remote areas, additional shipping costs are charged by our courier company. This charge is subjected to be paid by you and is calculated and included in the Checkout page.


Q: What does Remote Area mean? How do I find out if my address is considered a Remote Area?

A: Orders that are to be shipped to a remote area are subject to higher shipping cost as per the requirements of the courier companies. The higher shipping costs will be added and shown as a shipping surcharge in your checkout order amount.


To check whether or not your delivery address is in a remote location, please follow the below links: http://www.dhl.com/content/dam/downloads/g0/express/services/surcharges/dhl_express_remote_areas.pdf

Q: How do I calculate the delivery costs and charges?

A: Real time shipping costs can be calculated instantly. Simply insert your Zipcode on product page will give you the suggested shipping cost.


Q: Who handles the delivery of my items?

A: As we would like to ensure the quickest delivery, our default delivery method is to be handled by DHL/DPEX(TOLL). The orders can be tracked also on DHL/DPEX(TOLL) website with the tracking number to be provided after the order has been dispatched. For delivery of only light-weighted accessories order, it would be by handled by Registered Air Mail service. Please refer to our Shipping and Insurance page for further shipping details.


Q: What if my item ordered is lost or damaged during transportation?

A: This rarely happens, but to ensure the best service experience to our customer, we provide insurance coverage if and only if the courier company confirms loss of your parcel. To ensure your order safety, you may also consider shipping your order with our premium insurance shipping service. For more information please refer to our Shipping and Insurance page. Should you have an issue about claiming the shipping insurance you may submit us a ticket with the following information: 1) Order number, 2) Purchase date, 3) Item model number & 4) Reason for the claim. We will get back to you as soon as possible.


Q: How do I track my order?

A: Tracking an order is very easy. Simply log into your account and follow our illustrated guide.


Q: Do you ship to PO Box address or hotel?

A: Unfortunately no. eGlobal Central AU does not currently offer shipping services to PO Box address, BFPO address, hotel, as well as guest house.


Q: Could I change my delivery address before or after goods is dispatched?

A: We are sorry to inform you that if you are using Paypal as the payment method, we do not accept any changes in shipping address before or after the dispatch of goods.


Q: I did not receive any emails from you after placing my order. What is wrong?

A: Due to certain spam filters and for some email clients, our emails may be sent to your spam folder. Please kindly check this folder and if you see our emails, un-mark it as spam to ensure that you can receive our future emails. There may also be a chance that you incorrectly entered your email at checkout. If you do not see any emails in your spam folder, please send an email to our support team or create a ticket, mentioning this with your name and ordered items so that our teams may locate your order for you and correct your email.


Q: Where is my order?

A: Once we ship out your order, the parcel will be in the hands of the courier. To get latest updates on your parcel, please refer to the tracking number we will send to you once we have dispatched your order. As it is out of our hands, it is the responsibility of the customer to check this and to contact the courier if there is any issues to arrange re-delivery, receive pick up instructions etc. If there is an issue that you can not solve with the courier, you may contact us and we will try provide assistance where possible.


Cancellation & Return

Q: How do I return my order?

A: Before returning your order, please read our Cancellation & Return Policy again to make sure that your return claim meets the requirement. You may simply submit your request by opening a ticket with us and our RMA department will normally acknowledge your request and advise the eligibility within 2 working days. For more details on the procedure please look at our illustration.


Q: Can I cancel my order if I change my mind?

A: You can submit cancellation requests by opening a ticket with us for your order at any time when the order is still being processed. Please refer to our Cancellation & Return Policy again for more information.


Q: What is your ‘14 Days Return Policy’?

A: You can exercise the right to return an order within 14 days after the day you receive the goods. The return request has to be submitted by opening a ticket and acknowledged by our RMA department within the stated period. For terms and conditions regarding the 14 Days Return Policy, please follow this link.


Warranty

Q: How does the warranty work?

A: As products are being imported from overseas, the Original Warranty may not be applicable with your local dealer but eGlobal Central AU covers your item with our own 24-month warranty (12-month warranty for mobile, tablets and audio products) just as the original warranty. For more information, please refer to our Warranty Policy.


Q: Do I need to send the item back to your Hong Kong warehouse in warranty period at my own cost?

A: During the initial 12 or 24 months eGlobal Central AU Warranty period, you would be liable of the cost of shipping the product back to Hong Kong warehouse. Once we have completed inspecting or repairing your product, we would ship the product back to you at our cost should the item condition meets our Warranty Terms and Conditions. For more details please visit here.


Customer Service

Q: How long would it take for you to respond to my ticket?

A: Our business hours are Monday - Friday 9:00am to 5:00pm HKT (except holidays). Normally there would be lot of enquiries on Monday or the day after public holidays, however we will do our best to answer all the tickets within 48 hours. Please also check your spam folder in your email periodically as there might be a chance that our response to your ticket has been marked as spam by your email service provider.