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💗After placing the order, it is delivered within 3 to 5 working days

💗Free shipping net purchase ≥ HK$400 | Easy Trade Self pick up ≥ HK$200

💗New membership app is now available! Download and enjoy exclusive member benefits

💗After placing the order, it is delivered within 3 to 5 working days

💗Free shipping net purchase ≥ HK$400 | Easy Trade Self pick up ≥ HK$200

💗New membership app is now available! Download and enjoy exclusive member benefits

💗After placing the order, it is delivered within 3 to 5 working days

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General

I have some questions, who should I reach out to?

Where can I share feedback and ideas about the app?

Where can I learn more about Sanrio?

How secure is my data?

What are your Terms and Conditions, and Privacy Policy?

Customer Support and Security

What is an OTP (One Time Password)?

Why can’t I access my OTP (One Time Password)?

I’ve lost my device, what should I do?

How can I check if my app is at the latest version?

Challenges

What are challenges?

What is the Check-In scanner at the profile page for?

Transactions

Is the shop part of the Sanrio Smile HK app?

What payment methods do you accept?

How do I change my order once I’ve paid?

How do I cancel my order?

How can I view my receipt?

How do I view my purchase history?

How do I track my order?

What if I don’t recognize something on my order history?

Rewards / Coupons

What sort of rewards are we able to redeem?

What do I use to redeem the rewards?

What are Digital Membership Cards?

Where can I find my redeemed rewards?

How do I use my redeemed rewards?

Are there any restrictions on using my rewards?

How do I get my birthday reward?

App Usage

Where can I use this app?

What are the benefits of this app to me?

Can I use this app on tablets?

What should I do in case I need to change account details?

What kind of network connection is required to access this app?

What operating system does this app support?

Account Management

How do I create an account for Sanrio Smile HK?

Can I have more than one account?

Can i join this app if I don’t have a smartphone or internet connection?

Why did I receive a message that says my number or email is already linked?

Where can I log into the app?

What is a referral code and where do I find mine?

Membership Level

What are the different tiers, and what are they for?

Where can I find the benefits of each tier?

How many points do I need to level up?

How long does each tier stay valid for?

How do I level up?

Points

What are Smiles for?

How do I earn more Smiles?

How many Smiles should I earn at each purchase?

Can I earn Smiles when I purchase in the Sanrio Gift Gate online shop?

Are Smiles given immediately after purchase?

What if my Smile balance looks incorrect?

Can I exchange my Smiles for cash?

Can I transfer my Smiles to somebody else?

Terms and Conditions

Details