Frequently Asked Questions

If you wish to place a bulk order for products, please click here to view details and fill out the form. We will promptly follow up with you regarding the ordering process.

(Applicable only to the Fortress eShop)

You can reference to the following steps:

Adding a Credit Card:

1. On the checkout page, select "Add Visa/MasterCard/American Express".
2. Enter your credit card information.
3. Click "Confirm Payment".
4. After successful payment, your credit card details will be automatically saved in "Personal Details".

Removing Credit Card Records:
You can click here to go to "Personal Information" or follow the steps below to remove your credit card records.

1. Log into your account and click on "Personal Details".
2. Select the credit card you wish to remove.
3. Click on the three-dot icon and then click "Remove".

Any purchases in Fortress, PARKnSHOP and Watsons retail stores are entitled to use HK$1 for every 50 points. The points can also be used in Fortress retail stores or the online shop for the purchase of various promotional products at special prices.

1. Customers can redeem the maximum usage limit is 30% of the unit price and the daily limit up to HK$1,000.
2. Every 500 MoneyBack points is equivalent to HK$10.
3. Digital vouchers and electronic software download products can be paid by MoneyBack points at Fortress stores. (Not applicable in eShop)

For details, please refer Terms and Conditions for MoneyBack Program

(Applicable only to the Fortress eShop)

The product you have selected may be out of stock or sold out, which is why you are unable to add it to the shopping cart.

If the issue is still not resolved, please contact our customer service team through the live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

If you had clicked on the back button during the payment process, it is possible that the entire payment flow was not completed. You will be able to find the order number, which starts with "FTRHK" followed by 9 digits (e.g., FTRHK123456789), in your order history.

For credit card payments, including but not limited to VISA, MASTER, AE, etc., the bank will only have a hold on the credit limit and the actual transaction will not be processed. In general, the issuing bank will restore the credited amount within 7-10 business days.

For electronic payments, including but not limited to PayMe, WeChat Pay, AlipayHK, etc., the refund will be made back to the payment platform account within 2-4 weeks.

For Moneyback points, the refund will be made back to your Moneyback account within 7-14 business days.

For electronic vouchers, the refund will be made back to your Fortress account on the same day.

If you have not received the refund after the deadline, please contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

If you notice that the order number after payment, which starts with "FTRHK" followed by 9 digits (e.g., FTRHK123456789), you can check your email in 5-10 minutes to see if you have received the order confirmation email from Fortress. The order number mentioned in the email will start with 7770 and have 7 digits.

If you have not received the confirmation email, we recommend that you re-place the order to purchase the desired item.

If you have received more than one confirmation email with different order numbers, where the order number mentioned in the email starts with 7770 and followed by 7 digits (e.g., 7770/1234567), you can contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Applicable only to the Fortress eShop)

It's possible that your selected payment method may not be eligible for the offer, or the offer limit has been reached. We recommend that you do not complete the order if you notice any anomalies.

If you have any questions, you can contact our customer service team through live chat and provide the following information for follow-up:

1. The registered email address of your member account.
2. The date and time when the issue occurred.
3. The order number.
4. The order amount.
5. Any other transaction numbers, such as the payment ID.
6. The payment method.
7. Screenshots of the issue when it occurred.
8. Details of the case.

(Available only to Fortress Stores only)

Sorry, interest free instalments are not applicable at the Fortress online shop.

(Available only to Fortress Stores only)

If you encounter an error message after entering an eCoupon code, please check if any of the following reasons apply:

• The coupon has expired.
• The coupon has already been used (some coupon codes can only be redeemed once).
• The coupon quota has been reached.
• The coupon is invalid (please check for typos or extra spaces).
• The order is not eligible to receive multiple promotional discounts simultaneously.
• The order does not meet the requirements (e.g., certain products are excluded or the order total does not meet the minimum threshold).

For details, please refer: Deals & Promotions

Please verify in your account settings whether you have deselected the option to "Receive Promotional Information." If you unsubscribe, you will no longer receive any promotional messages through any channels, including birthday offers.

(Available in Fortress eShop only)

The number of slots for the flash sale discount is limited, first-come, first-served. The actual situation will be subject to our backend payment records.

You can check our promotional pages or any promotional information you've received, as the discount code may only be applicable to specific products.

In response to environmental conservation and reducing paper waste, customers who make purchases on the online store can view and download electronic receipts on the Fortress website.

If you require a physical copy, please log in to your Fortress account and click on "Print" in the order record.。
*Please ensure that your browser does not block pop-up windows.

Alternatively, you can visit the nearest store within 10 days after receiving your order to obtain a free reprint of the receipt. If it has been more than 10 days, a reprint fee of HKDD$20 per copy will be charged.

* If you have lost your receipt and want to request a replacement. Please provide the following information to our customer service team 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/ notebook, please provide the IMEI No.)
• Amount of the purchase Mobile phone number (for delivery arrangement)
• Membership number (for earning MoneyBack Points)
• Which store will you collect the receipt

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.

* A fee of HKD$20 per copy is required for reprinting physical documents.