FAQs

FAQs

FAQs

  • Can I redeem my reward points when I place order online?

    Currently members can redeem gifts with the cumulated rewards points at our physical shop (please show your e-card) or redeem the gifts through Broadway App.

  • What are the procedures for applying for a Broadway Membership?

    Upon completion of membership application in the Broadway app or Broadwaylifestyle.com, you will automatically become a “Broadway Member”

  • What privileges can a Broadway Member enjoy?

    Broadway Members’ every purchase (excluding Broadway gift cards and designated products) can earn and accumulate bonus points to redeem fruitful rewards. Members can also participate our promotional events and obtain the latest update of new arrivals as well as promotional offers at priority.

  • How members to earn bonus points?

    Members can earn bonus points by presenting the membership card(log-in membership if online purchase) when purchase each time(except selected items).

  • Can the accumulated points be combined for redemption?

    Points accumulated by different membership cards cannot not be combined or transferred to other accounts for redemption.

  • Do the membership and accumlated points have expiry dates?

    The membership will not expiry.

    Accumulated points of the membership are valid until the end of the following year. All points will be forfeited once expired. Expired points cannot be recovered or extended.

  • How to check the balance of the accumulated bonus points?

    Members can login the Broadway App to check the balance of the accumulated bonus points.

  • How to redeem bonus points for the rewards?

    Members can redeem the cumulated bonus points for your favorite rewards at our physical shops by presenting the membership card. While stocks last.

  • Why do I need to download Broadway Membership App?

    When you download Broadway Membership App on any device, you can log in to check your bonus points balance at any time. You can also cumulate your bonus points or redeem rewards by logging in your account and show your Member e-card when purchase.

  • When will my cumulated points be credited to my member account?

    The cumulated points will be credited to your member account on the following day after your purchase. For the delivery order, the cumulated points will be credited on the following day after delivery.

  • Where can I find my Member Card Number?

    You may login Broadway Membership Apps, click “QR CODE” icon, and you can see your Member Card Number with “E” at the beginning.

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  • Do I need to create an account before placing order?

    We highly recommend you to create an membership account so that you are able to:

    • Proceed through checkout faster when making a purchase
    • Track your order status and history
    • Link with your membership and accumulate reward points
    • Save the un-purchased items in your shopping cart for your next visit
    • Add your favourite items to your wishlist
    • Make changes to your account information
    • Change your password

  • If I forget the password of my account, what should I do?

    If you forget the password of your account, you can go to “Login/Register” page, and click “Forgot Your Password?”, and follow the instruction to reset your password.

  • If I am Broadway member and shop online, do I need to create an account?

    Broadway member can log-in to the membership account to place an order online, and you are able to:

    • Proceed through checkout faster when making a purchase
    • Track your order status and history
    • Link with your membership and accumulate reward points
    • Save the un-purchased items in your shopping cart for your next visit
    • Add your favourite items to your wishlist
    • Make changes to your account information
    • Change your password

  • How do I make an online purchase?

    Shopping at www.broadwaylifestyle.com is easy:

    browse by brands or categories menu, add items to your shopping cart, and follow the prompts to complete checkout process.

    If you need any help, just feel free to contact our Customer Services:

  • How do I find a specific item?

    You can search our online store by Categories or by Brands menu. Once you have selected your desired Category or Brand, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a model number, if you know it.

  • How do I know if an item is in stock?

    Most items shown are in stock. When you roll over a product, you can immediately see its color availability. If a color is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that color. You can inform us of your interest by contacting Customer Services through email to customerservice@broadwaylifestyle.com or on (852) 3144 1889.

    Please note that even if a product is in your shopping cart, it isn’t reserved, and will be available to other customers while you are browsing.

  • Which payment methods are accepted for online purchase?

    Recognised credit cards which We accept include Visa, MasterCard, UnionPay, AlipayHK, WeChatPay, ApplePay, SamsungPay, Octopus, PayMe, BOCPay or any other credit cards, We agree to accept from time to time. All payments are calculated in Hong Kong dollars.

  • Can I pay with Broadway Gift Vouchers?

    Broadway Gift Vouchers can be use at our physical shops only.

  • Can I accumulate reward points of my membership if I purchase online?

    Once you log-in to the membership account, you can accumulate membership reward points when you place an order.

  • How to purchase a product with the credit card promotional price online?

    To purchase the designated products with the credit card promotional price online, just simply enter the first 6 digits of the applicable credit cards and complete the payment with the same credit card.

  • Can I check my order status after purchase?

    Yes, you can log in your account and check the status of you order.

    If you place order as guest customer and do not register an account, please refer to the emails we send to you for the update of your order.

  • Can I change the quantity of items purchased or add additional items after submitting the order?

    If you need to make any changes of your order (such as the purchased quantity, adding items, etc), please inform our Customer Services at least 3 working days (excluding Sunday and public holidays) before the date of delivery.

  • Can I cancel my order?

    If you would like to cancel your order, please contact our Customer Services for assistance.

  • Will delivery fees be refunded if I return or exchange the product?

    Delivery fees will not be refunded for any return or exchange of product.

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  • Can I change the delivery date of my purchase?

    If you need to make any changes of delivery date, delivery time session or delivery address of your order, please inform us at least 3 working days (excluding Sunday and public holidays) before the date of delivery.

    If you need to change the pickup store location, please kindly inform us at least 2 working days (excluding Sunday and public holidays) before the pickup date.

  • Can you ship my online order to multiple designated addresses?

    Currently we can only ship to a single address per order. For multiple addresses, you can use “My Collection” function to save products first and then place an additional order to a different address.

  • What delivery options are provided?

    Delivery service is available for all online orders with additional charges. (Please check here for the details)

    Customers may also select Shop Pickup service to collect the orders at our shops. Please check here for our store location: /pages/store-location

  • Is there any delivery charges for an online order?

  • Which locations are excluded from delivery service?

    Delivery service is not available to the border areas, outlying islands, Disneyland, warehouse, terminal, and public areas (such as station/street/stairs, etc).

    For the details and charges or our delivery service:/pages/pick-up-delivery-information

  • Do I need to sign for my order?

    Yes, our delivery staff or carriers will require a signature when they deliver your parcel. For more information, see our Terms and Conditions.

  • How do I exchange my product if it is faulty?

    You must submit a replacement request within 10 days from the date of product receipt, provided the following conditions are met:

    Shopping Protection – 10-Day Replacement Policy:

    If the product quality is confirmed by the authorized distributor to have a manufacturing defect, customers may request a replacement for the same model within 10 days of purchase. The replacement product must meet the following criteria:

    The packaging is intact and complete.

    There are no damages, scratches, or signs of wear.

    The warranty card has not been filled out.

    Only the same model of the product can be replaced.

    Please note that personal care products, headphones, and certain specified items are excluded from the replacement policy.

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  • My product needs to repair but I lost the invoice. Can I request to reissue another one?

    To request the reissue of invoice, you may go to the branch where you purchased the product and provide the details of your purchase. After verification, we can reissue the invoice to you for the warranty purpose.

  • What information do I need to provide for requesting the reissue of the invoice?

    Please provide the following information for request the reissue of the invoice:

    • Date of the purchase
    • Branch of your purchase
    • Brand and model of the product
    • Serial No. of the product (for mobile phone, please provide the IMEI No.)
    • Amount of the purchase

    If the information provided does not match with our record or is insufficient for verification, we may not be able to reissue the invoice you requested.

  • Is there a charge for the reissue of an invoice?

    The reissue of an invoice is free of charge.

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  • Where can I buy the gift card? What denominations of gift card do you have?

    Gift cards are available for sale at all our branches, with denominations from HK$1000 – HK30000.

  • Do the gift card have expiry date?

    Gift card are valid for one year from the date of issue.

  • Can I use the gift voucher or gift card for online shopping?

    Gift voucher and gift card are not applicable to online shopping.

  • Can I use multiple gift vouchers and gift cards at the same time?

    Gift vouchers and gift cards can be accumulated for use.

  • I lost my gift voucher or gift card, can it be reissued?

    We will not replace any gift voucher/ gift card or reimburse the value of your gift card if it is lost, stolen, damaged or expired.

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  • What are the addresses of Broadway shops?

  • What should I do if I left my belongings in shop?

    If customer has been found in our shop, we will keep for a short period of time. Please call the shop or Customer Services at earliest and get back your stuff.

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  • How do I unsubscribe Newsletter?

  • How can I know the news of Broadway’s special events?

    From member exclusive workshops to product launches and trial, there is always something going on in our shops. Keep an eye on our event news on our website and Facebook, or subscribe our newsletter to make sure you never miss out.

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