FAQ
Forgot password

If you have forgotten your password, click "Forgot Password" in the Login/Signup page and fill in your account email and submit.
NBAStore will send an e-mail to your mailbox with a link to reset your password. Follow the link to setup and confirm a new password.

The shopping cart shows the product cannot be purchased

Under normal circumstances, you may be unable to purchase if the product in your shopping cart is out of stock or has been sold out. For specific issues please contact our online customer service

Why is the product I am looking at “sold out”? Will there be replenishment?

When we have no more inventory in stock website will display products as “sold out”. Check back regularly as we get replenishment from time to time. For Limited Edition products, NBA Store will not replenish.

Can I cancel orders that I have already paid?

If you have already paid for an order but want to cancel, please contact our online customer service team for assistance who will help you cancel your order if it has not been sent for delivery yet.

How do I find out about my order status?

You can check your order status by going to “My Account” > "My Orders" , or contact online customer service

If my order has already been paid but hasn’t been shipped yet can I change the product, size, or shipping address?

If you want to replace an item, change size or delivery address, please contact our online customer service for assistance.

What can I do if I’ve accidentally ordered multiple times?

If you have not paid yet, you can cancel your order under "My Orders" ; if you have paid already, please contact online customer service as soon as possible.

How do I check my order history?

You can check order history under “My Account” > "My Orders"

How can I edit my profile?

You can edit your profile under "My Account"

Why does it display failure to pay after I have attempted to complete payment?

Please select continue to pay at "My Orders" If your problem is still unresolved, please contact online customer service

Registration and personal information management
How to register

You can register for free using the following steps:

1.Enter the official NBA Store website,Select “Login/Sign up” at the top right of the site.
2.After entering the registration page,please input your email address, password and your favorite team in the appropriate prompt then click “Sign up”.

NBA Store Official website registered users can easily manage orders and inquiries, add products to favorites, receive e-newsletters from NBASTORE, as well as enjoy the opportunity to participate in exciting promotions!

Changing / retrieving of your password.

1. Changing Password
You can change your password in"My Account" . NBAStore recommends that you regularly change your password to protect account security. 
2.Retrieving Password
If you have forgotten your password, you can click on "Forgot Password" on the"Login / Sign up" page. Simply fill in your registered email address and the system will send an email to you after submission. Click the link in the message, which will take you to set a new password page. You can then enter your new password in the page.

Edit shipping address

You can save up to 10 delivery address in "My Account" . In the delivery address list, you can add, modify, and delete shipping address, as well as specify a default address for convenient future purchases.

Payment related
Payment method

Online payment via Paypal

Cash on Delivery: COD service is only available to orders delivered to your door.
Only cash (HKD) will be accepted. If you want to return, or request a refund for your purchase, the information relating to your personal bank account opened and maintained in Hong Kong is required.

Coupon redemption regulation

1.Process of coupon redemption
1.1 Select product—> Enter shopping bag—> entering the coupon code or select an existing coupon to use —> Discounted amount deducted successfully—> Click checkout to enter checkout page.
1.2 Each coupon Need to be used within the validity period;
1.3 You can view the coupons associated to your account at “My Account” > “My Coupon”.

2.Regulation
2.1 Apart than free shipping coupons or promotions, coupon codes are only deductible from the product price and cannot be used to offset other costs such as delivery charges etc.
2.2 For the usage of coupon, there are few restrictions, without special conditions/explanations, coupons can only be used once ;
2.3 You can only use one coupon per order
2.4 Coupons cannot be used during online store promotion events (i.e. All 12 % off, purchase HK$500 get HK$100 discount) unless otherwise specified.
2.5 Free shipping coupon deductions are limited to delivery charges, and cannot be applied to the products;
2.6 For returns not related to quality issues, the refund amount will equal the actual paid amount of the order. If a coupon code has already applied to an order, then the used coupon is non refundable;
2.7 For canceled orders due to personal reasons, used coupons will not be refundable;
2.8 Partial returns won’t be accepted if a coupon code was used in an order. Customers can only return the entire order and receive the refund of the entire order.
2.9 NBAStore does not take any responsibility for improper security of account/ lost or stolen accounts, or any personal matters that lead to failure in using coupons.; 
2.10 For any improper or abnormal behavior, NBAStore reserves the final right to cancel coupon redemptions; 
2.11 NBAStore reserve the rights to adjust, update and revise this regulation. All regulation changes will be effective immediately without any advance notices, for more details please see coupon redemption regulation in our website; 

3. Possible reasons of failure of using coupons;
3.1 The coupon has expired;
3.2 Order amount does not meet the minimum amount of activating coupons;
3.3 Coupon cannot be used during online store promotions;
3.4 Cancellation of orders after coupon redemption and payment
Precautions:If your order is cancelled by failing to pay the order in time or for any other reasons, the original coupon code will be used and invalid.

Orders and logistics
Orders inquiries and process

If you are a registered user, after you place your order successfully, you will receive an order number which will show up in"My Orders" . Manage your orders as below:
1.Check order detail :Select the order number to check and review order details;
2.Payment: You can proceed to pay for any unpaid order;
3.Check the order shipment status:If the order has shipped, you can find you're the tracking number under "My Account – Processing orders".
4.Order Cancellation: You can cancel unpaid orders under "My Orders" ; To cancel paid orders, please contact our online customer service

Delivery Methods and Timeline

1.Shipping offers:
You can enjoy free delivery on orders over HKD $500 (Packaging costs fees and payment collection fees are not included). In case of special promotions, please see event regulations.
2.Delivery method:
S.F. express
3.Delivery Area:
Subject to S.F. Express delivery area. Hong Kong Island, Kowloon, New Territories, Outer Island (Lantau Island, Ma Wan, Cheung Chau, Peng Chau and Lamma Island only)
4.Delivery timeline:
4.1Delivery time:Monday to Sunday. Special delivery times in cases of public holidays or other times will be announced in advance;
4.2 After shipped, you can check "My Account" for the delivery tracking number of your order. 
4.3 After we ship out your order, arrival time is subject to the SF Express. If your order has not arrived after 3 days or you cannot find your tracking number, please contact our online customer service team directly;

After Sales Service
Return Policy

We provide comprehensive after-sales service and offer "7-day unconditional returns / Exchange service”.
"7-day unconditional returns / Exchange service” Explanation: Within 7 days of receiving your order, as long as the products are in the condition where they can be sold again, with the original packaging intact, we offer return service (autographed jerseys, customized jerseys, socks, underwear, and other special items excluded);you can also contact online customer service

Returns / Exchange conditions:
1.Returns / Exchange product without excluding the case of secondary sales;
2.Under the following circumstances, we will not be able to provide you "7-day unconditional returns / Exchange service”:
2.1 Washed items, used items or items damaged during use or wear.
2.2 For safety and health considerations, personal items such as underwear, socks, etc;
2.3 Missing original labels, tags, packaging, etc;
2.4 Missing gifts, accessories, etc. included with the original product;
2.5 Products or gifts that come with the order;
2.6 Returns exceeding a period of 7 days;
3. Other precautions:
3.1 We cannot accept partial returns on items that are part of a set, please note that you will need to return the entire order;
3.2 Return or exchange is limited to the same item in a different size.
3.3 To avoid out of stock situations during promotions,we recommend that you re-order first and contact online customer service to cancel the original order;

4.Returns processing due to quality issues
If you have received an item that has quality issues or defects, please contact our online customer service team within 7 days after you receive your order. Customer service will help process your return and NBAStore will bear all return order costs.
If the return is due to any of the below reasons, we will be unable to process your return as a quality issue and your return will be handle as an ordinary return: 
a. Product lighting, screen color differences or perceived color or pattern difference, from online images.
b. Our product details page provides a standard body size chart / real product measurements,for your reference;Due to manual measurement, different batches or individual standard measurement method reasons; it may be slightly different than your measurements.
c. Due to special manufacturing process or retro designs, some products may appear to be vintage but this is not a quality issues.
d. Some normal color fading or shrinkage may occur after repeated wear and washing; Please follow the instructions of washing carefully. 

Return and exchange process

1.Return and exchange process explanation
1.1 If you need to return or exchange a product, please be sure to contact online customer service within 7 days (based on received date of the delivery) for a return code.
1.2 Please fill in the return code on the waybill form before you send back to us.
1.3 NBA return address:
15/F,PhaseII,Goodman Shatin Logistics Centre, 6 Wong Chuk Yeung Street, Shatin
Contact number:+852 39798700
Tips:
a. Please send out the return product within 7 days from the date you received the product (based on the date you signed and received the parcel) 
b. Not contacting customer service before you return the product or failing to fill in the return code on the return waybill form, or if the returned product does not match the original return/ exchange order items may extend your return processing time.
c. When applying for return,please make sure to provide valid and legitimate information, in order to avoid return and refund delay.
2. About the return shipping fee (subject to the return policy): 
2.1Exchange Re-distribution fee:Borned by NBAStore.
3. About refund
1)For non-quality issue returns, the refund amount will be equal to the product price. Please note the return delivery fee will not be refunded.
2)There might be a price tag marked with an original price on the product. Please note this price is for reference only. The actual refund amount is based on the actual order amount paid by the customer.
3)Returns Customer Service agent will calculate the amount of the refund according to the above regulations. Refunds will be transfered to the same PayPal . If you paid for the products by cash, and you would like to arrange return and refund, you need to provide a personal bank account opened with a Hong Kong local bank, in order for us to timely proceed with the refund. Our customer service staff will contact you to provide assistance for specific matters in this regard. Please note:Depending on the method of payment,the refund may take 1-7 business days to reach your account after we have received the return products.
4)Depending on your location, exchange product delivered from NBAStore may take between 2-10 business days. 4.About return / exchange. 1)Within 7 business days from the date you received the delivery (May be extended during promotion). If it meets the requirements of 7 days unconditional returns / exchange service, contact online customer service and we will help you to handle return / exchange procedures. 
2)Exchange product will be sent out for delivery after we have received the returning product.
3)Exchanges for non-quality issue products are only available for the same item but in a different size.
5. If you have any questions about the NBAStore return policy,please contact online customer service

About NBASTORE

Contact us
Please select the appropriate contact method according to your situation, our relevant departments will respond to you as soon as possible.
Cooperation
Contact E-mail:service@nbastore.hk
Contact official website Customer Service
After sales hotline:+852 39798700 (Working Day 09:00 – 18:00)
Online Customer service:Please Click here to advisory (Working Day 09:00 – 18:00)
Customer Service E-mail:service@nbastore.hk