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FAQ: Your Orders & Accounts, Payment

Your Orders & Accounts, Payment


Part 1. Registration and Account Managing

How to register?


Step 1

Please click on “Account” on the top right hand corner of any page, and select "Register"

Step 2

Fill in your details as requested

Step 3

Click “Submit"


It's that simple! Registration should now be completed and you should receive a confirmation e-mail to the email address you registered with.


How to change my personal details?


Step 1

Click on “Account” at the top right hand side of the page and log in to your Heartful Twist account 

Step 2

To make any changes to your details, first click on the “Account information button”, then start edit for each section 

Step 3

Click on “Save” once you have made and ascertained the updated information


What should I do if I forgot my password?


Don’t worry, you can always reset your password by clicking “Forgot your password” in login page.

Input your registered e-mail address and click "Retrieve Password".

An e-mail will be send to your e-mail address, simply follow the instruction to reset your password!



Part 2. Order

How to place orders?

Orders are placed via our website. After registration, just follow the steps below to get your hands on your favorite items on our site:

Step 1

Click on an item that you like

Step 2

Select your preferred size, colour and quantity (if applicable) on the right hand side, and click “Add to Cart”

Step 3

Confirm the quantity, colour, size and item on the shopping cart page. Should you have a discount code, please input into the discount field available and click “Apply Coupon”; otherwise click “Proceed to Checkout” to proceed.

Step 4

At the Check-out page, you would be asked to indicate your shipping information and also select your preferred payment method

Step 5

Click “Place Order” at the Check-out page


You’re done! You will receive an “Order Confirmation” email shortly after your order is placed, and will also receive an “Order Shipped” email once your shopping is shipped out of our warehouse to our delivery partners.


Can I amend my order?

If you have realized an error in your order or changed your mind shortly after placing your order, please contact us before 12 pm (GMT+8) the next working day at +852 2416 7681 (9am – 6pm, Monday to Friday, excluding Public Holidays) or email us anytime at customer@heartful-twist.com. We’ll try to modify your order as soon as possible.


How do I cancel my order?

You can cancel your order if your order has not yet been dispatched. You can do this by:

1.      Logging into your account and finding your order in the “Order History” section.

2.      Select the “CANCEL” option to continue with your cancellation

3.      You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.

Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.

If you receive an email noting that the request was unsuccessful, we are unable to stop the order from being sent; however you can contact us once you receive the item to arrange a return.


How to know my order is processing? 

You will receive a confirmation email within an hour of purchase. If you have not received confirmation via email, please check if there is any record in your account page first. Alternatively, please call our Customer Service Team at+852 2416 7681 to confirm the placement of your order.


How will I know when my order has been dispatched?

You will receive an email from us to confirm your item has been sent. You can also check the status of your order by accessing your account. Once the status of your items has changed to “dispatched”, it has left us and is on its way to you.





What payment methods do you accept?

We currently accept:

(1)   PayPal (Visa, Mastercard and American Express)

(2)   Bank Deposit / ATM (For Hong Kong orders ONLY)

(3)   Alipay

For using credit card, there is no additional charge from Heartful Twist. However, your card-issuing bank or payment provider may charge a small transaction fee (around 0.8%~1%). You are advised to check with the card-issuing bank for such information.


Do I need a PayPal account in order to purchase items?

No. When you are redirected to the PayPal payment page, you will be presented with two options:

(1)   Pay using credit card (shown on the left side of page), and

(2)   Log in to PayPal account.

Choose your preferred payment method there.



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