FAQ Sorting

FAQ

64. I get an error message saying “We are currently unavailable to provide our service to your delivery address” after I provide my address in yuu Online Shop. What can I do? - TC

65. Which payment methods can I use to pay for my orders on yuu Online Shop? - TC

66. Where can I apply my Hang Seng enJoy Card Discount? - TC

68. How are coupons calculated in child-orders? - TC

58. Can I use more than one yuu Online Shop coupon when shopping with yuu Online Shop? -TC

56. How do I use the yuu Online Shop coupons collected in yuu Online Shop? - TC

17. Can I use the yuu Rewards and Coupons collected in yuu Online Shop? - TC

70. What are the offers and how to get them? - TC

75. How is the packaging handling fee calculated? - TC

61. I didn’t receive a confirmation notice after placing my order. What can I do? - TC

62. Can I modify my order details after placing an order? - TC

63. What can I do if I need to change my order/ delivery time/ delivery address? - TC

77. Why is my order separated into multiple orders? - TC

78. How do I check my order status? - TC

79. How to view my order receipt in the app? - TC

64. Will I be notified before my order is dispatched? - TC

7. Where can I earn yuu Points? - TC

81. What is the cancellation policy? - TC

72. What can I do if my delivery has not arrived? - TC

65. What happens if no one is there to collect the package at the designated time slot? - TC

84. Will I receive any communications regarding update on my order? - TC

68. My entire delivery is incorrect / not what I ordered - TC

67. What should I do if my delivery has missing / damaged / wrong items? - TC

69. What should I do if the packaging is damaged? - TC

9. How many yuu Points will I earn? - TC

71. My delivery has out of stock items - TC

89. Where can I write a review for yuu Online Shop? - TC

10. How do I earn Bonus Points? - TC

90. Are out of stock items refunded? - TC

11. How many Points do I get if there is more than one offer on a product or service that I buy? -TC

66. How do I request a refund? - TC

8. How do I earn yuu Points? - TC

92. How do I apply for a refund on any child-orders? - TC

79. How do I earn yuu Points at Shell Hong Kong? - TC

91. How do I earn yuu Points at Starbucks Hong Kong and Macau? - TC

12. Can I earn yuu Points outside of Hong Kong? - TC

13. Do I earn Points when paying with a gift/store voucher? - TC

14. Can I still get my Points if I forget to scan my yuu ID or use my linked Octopus or Hang Seng enJoy Card? - TC

15. Once I’ve earned Points, how do I use them? - TC

16. Can I share my yuu Points? - TC

17. Can I buy extra yuu Points? - TC

18. Can I exchange my yuu Points for cash? - TC

19. Will my yuu Points expire after a certain time? - TC

20. Where can I check my Points balance? - TC

21. What happens to Points earned on a purchase I later get a refund on? - TC

22. I chose an offer and made a purchase, but my yuu Points seem to be missing or I have fewer Points than I expected – what happened? - TC

92. Why are there no yuu Points in my yuu Account after registered another Account with the same mobile number? - TC

93. How can I check my Points transaction history? - TC

23. How do I make sure I don’t miss out on the best Offers for me? - TC

24. Can I share my Offers? - TC

25. How do I collect yuu Stamps? - TC

26. How do I track my Stamps status? - TC

27. How do I find my Rewards earned from my Stamps collection? - TC

28. How do I use my reward coupons? - TC

29. How long will the Stamp promotion last? - TC

30. When will the rewards expire? - TC

31. Can I still get my Stamp if I forget to scan my yuu ID, or use my linked Octopus or Hang Seng enJoy Card? - TC

1. How do I start a yuu Challenge? - TC

2. What are the requirements for joining the enJoy Challenge? - TC

3. How do I start the enJoy Challenge? - TC

4. How do I ensure that my Hang Seng enJoy card transaction data is eligible for the enJoy Challenge? - TC

5. How do I check the progress of my latest transaction? - TC

6. Can I still get an update in my enJoy Challenge progress after the enJoy Challenge period? - TC

7. What should I do if I find incorrect discrepancies associated with my enJoy Challenge progress tracker? - TC

8. How do I track the status of my Challenges? - TC

9. How long will the Challenge last? - TC

10. How do I know when I have completed a Challenge? - TC

11. How do I know when I have completed the enJoy Challenge? - TC

12. When will I be rewarded after completing the enJoy challenge? - TC

13. What is the type of Prizes that I will be getting? - TC

14. How do I see my Prizes won from completing a yuu Challenge? - TC

15. Can I join a Challenge more than once? - TC

17. When will my Rewards expire? - TC

18. Can I still get an increment in my Challenge progress if I forget to scan my yuu ID, or use my linked Octopus or Hang Seng enJoy Card? - TC

19. Other Generic FAQ - TC

32. What are Cash Vouchers? - TC

33. How do I redeem my Points for Cash Vouchers? - TC

34. Where can I use Cash Vouchers? - TC

108. How do I use Cash Vouchers / pay with yuu Points at Shell Hong Kong? - TC

35. Can I use more than one Cash Voucher in the same purchase? - TC

36. Will I get change if my purchase is less than the value of my Cash Voucher? - TC

37. Can I return a Cash Voucher? - TC

38. Is there an expiry date on Cash Vouchers? - TC

39. I’ve redeemed my Points for a Cash Voucher/Reward, but it hasn’t appeared in my App. What should I do? - TC

40. What is a Reward? - TC

41. Where can I find Rewards? - TC

42. Can I use more than one Reward with a purchase? - TC

43. Do Rewards expire? - TC

44. Can I return a Reward? - TC

45. How can I check the used rewards - TC

49. As a Hang Seng enJoy Card holder, how do I join the yuu Rewards Club? - TC

50. How can I earn 2X, 3X or 4X yuu Points with Hang Seng enJoy Card? - TC

51. I’m already a yuu Member and have a Hang Seng enJoy Card – how do I link my Card to my Account? - TC

52. How many Hang Seng enJoy Cards can I link to my yuu Account? - TC

53. Why can’t I link my supplementary Hang Seng enJoy card? - TC

54. How do I unlink my Hang Seng enJoy Card from my yuu Account? - TC

56. What are the benefits of linking my Octopus to my yuu Account? - TC

57. How do I link my Octopus to my yuu Account? - TC

58. Can I link more than one Octopus to my yuu Account? - TC

59. When I try to link my Octopus card, why do I receive a message that says it is already linked? - TC

60. How do I unlink my Octopus from my yuu Account? - TC

138. When will my yuu Points be credited to my eligible yuu Account? - TC

141. How can I learn more about the product features before I purchase the insurance plan that suits my needs? - TC

45. As a Mann Card primary cardholder, do I still need to sign up for the yuu Rewards Club? - TC

46. After transferring my Mann Card Account to yuu, can I still use my Mann Card to earn and redeem Mann Card Points? - TC

47. I've joined yuu. How do I convert my Mann Card Points to yuu Points? - TC

48. Do Mann Card Points and yuu Points have the same value? - TC

85. Why does the yuu App sometimes automatically log me out? - TC

87. I’m not receiving yuu updates via the App or email. What should I do? - TC

88. I don’t want to receive yuu updates – how can I stop them? - TC

90. How do you protect my privacy and personal details? - TC

91. Can I use the App without providing my personal information? - TC

92. Where is the yuu data centre located? - TC

93. When I link my Hang Seng enJoy Card to my yuu Account, what data will yuu collect? - TC

94. What types of information will yuu collect from users? - TC

95. How can I contact the yuu team? - TC

99. Besides the yuu App, is there any other way to redeem my Points? - TC

What is the cut-off date for me to convert my Mann Card Points to yuu Points? - TC

73. Why is the packaging handling fee in the order adjusted? - TC

74. Can I request not to use any plastic bags in my order? - TC

80. What is Packaging Handling Fee? - TC

82. Why is the packaging handling fee charged in my order different from my previous order? - TC

How can I log into my yuu Account? - TC

114. Where can I check my yuu Points expiring? - TC

115. How are the Points to be expired calculated? - TC

116. Will the Points expiry date keep extending if I keep earning Points? - TC

Can I use yuu Points for my yuu Online Shop order? - TC

How to redeem the yuu Online Shop cash voucher to my Wellcome Online Shop order? - TC

Is there a minimum order value required to use the yuu Online Shop cash voucher? - TC

Can I use multiple yuu Online Shop cash vouchers for a single order? - TC

Can I use the Online Shop cash voucher in conjunction with other promotions or discount vouchers? - TC

Can I use both a yuu Online Shop cash voucher and other payment methods for my yuu Online Shop order? - TC

Can I use the yuu Online Shop cash voucher for a combined order that includes products from Wellcome and Mannings? - TC

What happens if I return the items purchased using the cash voucher? - TC

Can I earn yuu Points when using a cash voucher for my yuu Online Shop order? - TC

Can I cancel the redemption of a cash voucher and get my yuu Points back? - TC

How do I earn yuu Points when I online shop and/or book from yuu Fashion and yuu Travel through yuu? - TC

Am I purchasing products / services from a third-party website instead of the official merchant website? - TC

I have already made a purchase using the designated link through the yuu App. Why didn’t I receive any yuu Points? - TC

Why do the yuu Points earned from yuu Fashion and yuu Travel online merchants take longer to be credited to my account? -TC

I forgot to visit the merchant’s website via the yuu App before completing the purchase. Can I still receive yuu Points? - TC

Can I earn yuu Points when I shop at the merchant’s physical store? - TC

Which payment method(s) are accepted by the merchants? - TC

I settled the transaction in a foreign currency (i.e. not Hong Kong dollars). How will the number of yuu Points I can earn be determined? - TC

Who do I contact if I have not received my purchase shipment? - TC

I could not complete my payment on the merchant’s website. Who should I contact? - TC

What happens if I cancel the purchase I’ve made, or would like to request a refund? - TC

What is Wellcome.com.hk? What is the difference with yuu Online Shop? - TC

Can I apply my Hang Seng enJoy Card 8% Discount on Wellcome.com.hk? - TC

How do I request a refund? - TC

How can I contact Customer Service? - TC

How to make a claim? - TC

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