FAQ

  • 1. I cannot receive any emails or e-newsletter from NBS.com?

    A lot of email service provides and email client software have filters to block junk emails but our customers told us that a lot of times these filters also blocked legitimate emails like the ones we send you. In order to ensure you receive all the e-newsletters, order confirmation and dispatch emails we send you, please follow these recommendations:

    • add info@nbs-hk.com to your Address Book

    • check on any folder named "Junk", "Spam", "Filtered/Blocked", or even at the Trash/Bin folder. If you see our email there, please mark it as "not spam" or "report as not spam". There is an option to do this from the functions provided by your email account service (Yahoo!, Hotmail, Gmail, etc.).

    • report to your email service providers that you cannot receive emails from @nbs.com

  • 2. What can I do if I have forgotten my password?

    Simply click on the "Forgot your password?" link on the Login page and we will email you the password hint.
    If you still cannot remember your password, please contact us to reset the password. A system-generated password will be sent to your email address. Please contact us to reactivate your account.

  • 3. How can I track my order?

    For orders to be delivered to Mainland China, please click here for the delivery details.

  • 4. What is the Delivery Time required?

    The forwarder that we recommended strives to provide quick and efficient delivery service to customers but delivery time may vary because of country of delivery, shipping method selected, customs issues, logistic arrangements, weather and seasonal holiday (i.e. Christmas, Chinese New Year, Easter). The forwarder that we recommended has no control over and will not be responsible for any delay. For more details, please kindly visit "Customs & Tax" and "Shipping & Delivery".
    If payment of your order received by us can be verified before 8 am on a business day, your order will be dispatched to our delivery service providers within the next two business days in general. Please note that NBS.COM business hours are from Monday to Friday, 9am-6pm (HKT GMT +8, excluding public holidays). Since some of the customs authorities (for instance, UK, France, Germany, Spain or Russia) may take a relatively long time for customs clearance and inspections for up to 4-6 weeks. Should you encounter any difficulties, please "contact us" for assistance.
    "First-time Purchase" reminder:
    Order processing time may be slightly longer due to the payment verification process with the bank for security control and fraud protection reason. To review your order status, please simply login to "my account".

  • 5. How do I Return & Exchange my order?

    Your interest is protected by our “7-days guaranteed return policy”, we accept products sold by NBS.com with not more than 7 days of receipt (based on the delivery record). Please contact us for returning information and kindly visit “Refund policy” section for more details.
    -Non-returnable items
    We're sorry, but we DO NOT ACCEPT returns of certain products, including:
    • Any product that is returned more than 7days after receipt.
    • Any product that has been opened or used (taken out of its plastic wrap or box).
    • Any product that is not in its original condition, is damaged, or is missing parts.
    • Any discount, clearance or sales product that NBS.COM has already stated non-returnable.
    • Any free gift product and samples.
    • In the event of dispute, NBS.com's decision shall be final and conclusive.

  • 6. How to register a member?

    Registering with NBS.com will make your shopping easier and quicker. Each time you login to NBS.com, your email address and password will immediately connect you to your personal profile – "my account" - which includes all your relevant account information such as contact address, order history, information and newsletter subscription preferences. You may edit or update this information at any time. If you have saved your delivery addresses and credit card details in your previous orders, you can choose to clear those saved information. All member information is kept private, for further details, please see our privacy policy.
    You will also receive our e-newsletters and over time be entitled to participate in our special member privileges and discounts.
    To register, all you need to provide is your name, email address, and a password of your choice. You can fill out the rest of your account information at your leisure. Once registered, you will receive an account activation email.

  • 7. Signup free e-newsletter?

    We encourage you to subscribe to our free e-newsletter so that you can be the first to receive news on our latest products and promotions, special event invitations and beauty tips and trends. If you are already a NBS.com member, just login to "my account" and go to "edit profile", select "Yes" to the question "Would you like to receive NBS.com's newsletter?" and select your newsletter subscription preferences. If you are not a NBS.com member, you can still subscribe to our e-newsletter by entering your email address at the appropriate field on the homepage.
    You can always unsubscribe your e-newsletter when you desire to do so. To remove yourself from any of the email subscriptions, just uncheck the appropriate boxes from "my account" or follow the instructions at the bottom of any of the emails we send you.


  • My account

    View order history and status

    Verifying Payment
    Your payment is currently being verified or processed.
    Unsuccessful order
    Your credit card information is incorrect or the card is invalid. You are advised to contact your card issuer for assistance.
    Payment Incompleted
    Your order has been received successfully. However, due to system upgrade of our payment gateway, your payment is not yet completed. An email with details on how to complete your payment will be sent to you within 24 hours.
    Awaiting Payment
    We are currently awaiting your payment by Telegraphic Transfer, Cheque or Direct Deposit into NBS.com bank account. It takes up to 2 business days to clear such payment from the corresponding financial institution.。
    Awaiting Additional Payment
    We are currently awaiting your additional payment due to order amended.
    Packing
    Your order is currently being processed or packing for shipment. During this "Packing" status, there will be no amendment or cancellation of your order can be made. Your credit card will not be charged until this order is Dispatched.
    Dispatched
    Your order has been dispatched from our warehouse in Hong Kong and is on the way to your delivery address. Your credit card will be charged at this stage.
    Cancelled
    Your order has been cancelled per your request or due to our inability to verify your credit card information. All cancelled orders will not be dispatched and charged.
    Returned
    We have received your returned items, and will process refund to you.
  • My product alert

    Should the product that you would like to buy is temporarily out of stock, you may click the "Product Alert" button on the product detail page to save it in "My Product Alert" list. Once these products become available again, we will notify you by email. Please note that when the email is sent, the item will be removed automatically from your "Product Alert" list.

    To modify your list, just login and click the "My Product Alert" link to manage your list. You can remove items by clicking remove button located next to the product. You can save up to 20 products for product alert.

  • Payment methods

    NBS.com is offering a wide range of payment methods, so you can find one that suits you best. Order your favorite products from the NBS.COM and then choose the way you'd like to pay:

    UnionPay (UPOP)

    We accept UnionPay Cards issued by the China banks Payment on NBS.COM is secure. It is not necessary to provide credit card details at NBS.COM website. To make a payment through UnionPay, you are required to apply the online payment service with the card issuing bank before purchase at NBS.COM. NOTE: To make payments through UnionPay, the bank will charge your card in Hong Kong Dollar with a fixed rate at US$1:HK$7.75

    Direct Deposit

    Please deposit the total amount according to the following details and then mark the order number on the Deposit Slip and fax to (852) 2367 2885or Email to  info@nbs-hk.com**

    ** We will not process your order if no Deposit Slip receive

    Merchant Name: NBS Hong Kong LTD

    DBS : 000245056

    If payment is not received within 3 working days, the order will be cancelled and we will inform you by email.

    PayPal

    PayPal is an account-based system that lets anyone with an email address securely send and receive online payments using their credit card or bank account. To make a payment through PayPal, you first need to open an account with PayPal. Please visit PayPal's official website for detailed information on how to create an account and make payments.

    AliPay

    Alipay is an account-based system that lets anyone with an email address securely send and receive online payments using their credit card or bank account. To make a payment through Alipay, you first need to open an account with Alipay. Please visit Alipay's official website for detailed information on how to create an account and make payments.


    For orders deliver to Hong Kong:

    Direct Deposit

    Please deposit the total amount according to the following details and then mark the order number on the Deposit Slip and fax to (852) 2367 2885or Email to  info@nbs-hk.com**

    ** We will not process your order if no Deposit Slip receive

    Merchant Name: NBS Hong Kong LTD

    DBS : 000245056

    If payment is not received within 3 working days, the order will be cancelled and we will inform you by email.


    For orders deliver outside Hong Kong:

    PayPal

    PayPal is an account-based system that lets anyone with an email address securely send and receive online payments using their credit card or bank account. To make a payment through PayPal, you first need to open an account with PayPal. Please visit PayPal's official website for detailed information on how to create an account and make payments.