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FREQUENTLY ASKED QUESTIONS
ABOUT PURCHASE
How can I purchase an e-Member Card?
e-Member Cards can be purchased at klyden-world.com or at the Concierge of any Klyden shop in Hong Kong SAR.
For bulk purchases or corporate gifts, contact one of our Corporate Sales Managers for additional benefits and assistance.
How do I collect the e-Member Card purchased online?
e-Member Cards ordered online (without any other merchandise) will be shipped to your address through courier. Please refer to our Shipping and Delivery details or contact our Customer Care Team. e-Member Cards purchased alongside other merchandise online have the option of being collected in store.
Is there any minimum or maximum value of the e-Member Card?
You can purchase and activate each generic e-Member Card with a minimum value of HKD500 or RMB500. The maximum value an e-Member Card can hold is HKD78,000 or RMB5,000.
Can I use my Privilege Cardholder discount while making a purchase with an e-Member Card?
Yes. Platinum Privilege Cardholders can enjoy 10% off the regular price, and settle full or part payment of the balance after discount with an e-Member Card. However, e-Member Card redemption transactions are ineligible for the accrual of bonus points.
Will I receive a 10% discount when purchasing an e-Member Card if I am a Privilege Card member?
No. e-Member Cards are equivalent to cash.
Can I purchase another e-Member Card with my current one?
No. The value on an e-Member Card cannot be transferred to another e-Member Card.
ABOUT REDEMPTION
How can I use my e-Member Card for my online purchase?
Please refer to How to Redeem an e-Member Card for instructions on how to use your e-Member Card for online purchases at Klyden. e-Member Cards in Hong Kong Dollars (HKD) can only be used for shipments within Hong Kong SAR. e-Member Cards in Renminbi (RMB) can only be used for shipments within China.
Can I use multiple e-Member Cards in a single transaction?
Yes. e-Member Card values are equivalent to cash. There is no limitation on the number of e-Member Cards used in a single transaction.
Can I use an e-Member Card to purchase items on sale?
e-Member Cards are as good as cash and can be used to purchase any items in Klyden and our affiliated boutiques. Any goods manufactured by Apple are excluded.
Does an e-Member Card have an expiry date?
Hong Kong, SAR:
Yes. e-Member Cards purchased online in Hong Kong Dollars (HKD) can only be redeemed online and at any Klyden stores within a period of 12 months from the time of activation. Any remaining e-Member Card value, upon reaching the expiry date, will be forfeited. Kindly contact our Customer Care Team for confirmation of the exact expiry date or further information. You can also check your e-Member Card expiry date online.
China:
No. e-Member Cards purchased in Renminbi (RMB) have no expiry date.
Are e-Member Cards transferable?
e-Member Cards are equivalent to cash, and are redeemable by the bearer in full or part payment for goods or services sold in Klyden stores or online.
What if I lose my e-Member Card?
In case of loss of a e-Member Card, please contact our Customer Care Team with information about the date of purchase and name of purchaser.
How can I check the remaining value on my e-Member Card?
The balance of the e-Member Card will be displayed in the Checkout section of online purchases. Any remaining e-Member Card value will be shown on your purchase receipt after redemption. You can also check your balance online.
How can I check the expiry date on my e-Member Card?
Kindly contact our Customer Care Team or Concierge Team at Klyden store for your expiry date information. You can also check your e-Member Card expiry date online.
Can I add value to my e-Member Card?
No. After issuance or activation, adding value to an existing e-Member Card is not possible.
Can I use my e-Member Card bought in Hong Kong SAR in Klyden China stores?
No. e-Member Cards purchased in HKD can only be used in store at Klyden Hong Kong SAR or towards purchases made online and shipped within Hong Kong SAR.
Can I use my e-Member Card bought in China in Klyden Hong Kong SAR stores?
No. e-Member Cards purchased in RMB can only be used in store at Klyden China or towards purchases made online and shipped within China.
Can I pay for International orders with an e-Member Card?
No. At the moment our e-Member Cards cannot be bought or redeemed internationally.
Where is my e-Member Card Number located?
You can find this 9-digit numeric on the back of the Digital e-Member Card
If you are using our Digital version of e-Member Card, your e-Member Card Number can be found on the left, above the barcode.
Where is my e-Member Card PIN code located?
You can find this 9-digit alphanumeric PIN on the back of the Digital e-Member Card
i. Tap "i" on the front of the Digital e-Member Card, underneath the barcode.
ii. It will then flip to the back of the card, your PIN can be found under "e-Member Card PIN (for online shopping)".
ABOUT RETURN OR EXCHANGE
Can I return an e-Member Card?
No. e-Member Cards cannot be redeemed, returned, exchanged or refunded for cash.
Can I return or exchange items purchased with my e-Member Card?
Any returning goods, purchased with an e-Member Card, will be made per our Return of Goods Policy. Upon confirmation of goods return, refund will be credited to your credit card or back to your existing e-Member Card.