Account & Membership

  1. Q: Do I need to register an online account in order to make the purchase?
  2. A: Yes. You need to make a one-time registration online and it is free of charge. Afterwards, you can simply sign in using your email address and password whenever you wish to purchase through On Kee official online shop www.onkee.com.


  3. Q: Is On Kee VIP Membership the same as the On Kee Online Membership?
  4. A: On Kee VIP Membership and On Kee Online Membership are independent membership program. You can sign up free to be On Kee Online Member; apply with basic personal information to become On Kee VIP Member for free with simply spend over $1000.
    On Kee VIP Members can enjoy 3% off on all regular-priced items + 2% bonus points as instant cash for next purchase and other special offers when purchase at On Kee outlets; On Kee Online Members can enjoy exclusive online shopping privileges and earn bonus points using as instant cash at On Kee outlets
    You can bind your On Kee VIP Membership account with On Kee Online Membership account under “My Account” → “On Kee VIP Membership Card No”.


  5. Q: How will my personal information be used?
  6. A: The use of such personal data will help On Kee to update more promotions, products and services of interest to you and also to ensure your shopping experiences and services with us is an enjoyable and personalized one. For details, please refer to Privacy.


  7. Q: What should I do if I forget my password?
  8. A: You can click “Forgot Password?” and enter your registered email address. Your password will automatically reset and will issue a new password to your registered email. Once you receive your new password, On Kee advises you to change it immediately to ensure security.


  9. Q: What should I do if I forget my login email address?
  10. A: Please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com.


  11. Q: How can I change my account information or reset my password?
  12. A: You can simply login your account and make the changes in “My Account”. Information will be updated immediately after you confirm the changes. However, the email address registered with your On Kee Online Membership account is your unique identifier and cannot be changed.


  13. Q: How can I suspend or terminate my On Kee Online Membership account?
  14. A: Please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com


  15. Q: How can I check my current bonus points?
  16. A: You can contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com. You can also check your bonus points balance at On Kee outlets.


    Shopping & Shipping

  17. Q: I cannot find the product I want on On Kee official online shop?
  18. A: Some products may not be available on On Kee official online shop www.onkee.com due to temporarily out of stock or shipping issue. Please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or welcome to visit On Kee outlets.


  19. Q: How can I track my orders?
  20. A: Please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com.


  21. Q: How can I know if my order has been successfully processed?
  22. A: After you have completed the ordering process online, your order will be processed successfully at the same time and an order confirmation email will be sent to you. On Kee Customer Service representative will contact you to verify the order details and confirm the order later on. If you do not receive the order confirmation email, please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com.


  23. Q: Can I change the shipping address or date after the purchase order is confirmed?
  24. A: On Kee aims to process and ship your order as quickly as possible, if you would like to change the shipping address or date, please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) as early as possible.


  25. Q: What should I do if I encounter any problem while making purchase at On Kee official online shop www.onkee.com?
  26. A: If you face any problems or issues while making purchase at On Kee official online shop www.onkee.com, please contact our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) or email your enquiries to info@onkee.com.


  27. Q: What should I do if the products I receive are different from what I ordered/ damages or deficiencies?
  28. A: Customer is requested to examine the goods and verify your order list with the products collected immediately upon shipping. Please lodge with our Customer Service Team at (852)2544-6336 (Service Hours: MON – SAT: 9am-6pm; SUN & PUBLIC HOLIDAY: Off) to exchange the goods if you find any discrepancy/ damages or deficiencies.