Frequently Asked Questions

MY ACCOUNT
ORDERS
PAYMENT
DELIVERY
RETURNS, EXCHANGE AND REFUND
GIFT CARDS AND PROMOTIONAL CODES
PRODUCTS, SIZE AND FIT
WASH AND CARE

 

Hi, dear. Look here if you have any question about shopping at our online store. Sure you can find a lot of answers here. If you have any other question then please Contact us!


MY ACCOUNT

How to sign up?

Simply click on “Sign In” on the top menu bar. Go to “New Customer” and fill in the requested information and click “Continue”. Just note that fields marked “*” must be filled.

 

I forgot my password.

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on “Sign In” page. Enter your registered email address and we will send you a link to reset your password.

 

I forgot my email address.

We will help you regain access to your account. Please Contact us.

 

How to view and change my information and details?

You can view and change your personal information and details by signing in. Just click “Edit your account information” in "My Account" information page to edit your details and click “Continue” to complete.

 

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential. For more information, please read our Privacy Policy in full.

 

Can I use my year-round Satami VIP member discount offer(s) like those at physical stores in Hong Kong at the online store?

We're sorry that you can't. The Satami VIP member obtained or other discounts offered at our physical stores in Hong Kong are not applicable on the online store. However, we do have discounts and offers tailor-made for online customers. Let's become a SATAMIAN , subscribe to our newsletter and stay updated on the latest offer.


ORDERS

How do I make a purchase / How to shop here?

Shopping here is easy:

  • Step 1 - You can browse through our online shop to choose what you like, however, we strongly recommend you to use our “Get Fitted” online service to let us recommend the products and sizes that may suit you.
  • Step 2 - Click on products you like for a closer look and extra details.
  • Step 3 - If you want to purchase any item, select the size that you think is suitable or we recommend using “Get Fitted” online service, you will have your own “Personal Shop” with all our recommended products and sizes for you to choose from easily. Then just click “Add to Bag”.
  • Step 4 - Continue shopping or complete your purchase by clicking “Checkout” at “My Bag” on top menu bar. Then follow the steps which will guide you through the rest. Happy shopping!

You will receive an automatically generated email from us shortly to confirm our receipt of your order.

 

Do I need to set up an account to shop?

You can shop without creating an account. However, register with us will allow you to enjoy the following benefits:

  • Track your orders and review past purchases
  • Request a return directly from your account
  • Reserve sold out items you love to your Wish List
  • Save your address and card details so you can shop quicker next time
  • Enjoy loyalty promotions and offers for members
  • Use our “Get Fitted” online service to find best styles and fit we recommend for you
  • For Hong Kong Satami VIPs, you may enjoy exclusive offers from time to time.

 

How to track my order?

If you have registered, you can follow the progress of your order by signing into your account and selecting “View your order history” at “My Orders”. For all buyers, you will receive an email from us once your order has been dispatched from our physical store. Please refer to the Delivery section of this FAQ for the tracking of package in transit.

 

Can I change/cancel my order after paying?

No, you cannot change your order once it has been placed. However, you can cancel your order, but in no case later than 24 hours from order, by Contact us. We will email you confirmation of cancellation of order. If you did not receive it, the order is not yet cancelled and we will charge you and send you the goods purchased. You will receive full refund to your original payment method but the time depends on your bank or card issuer.

 

Can I order an item that is out-of-stock?

Simply click the“Notify Me When In Stock”button by selecting the out-of-stock size and we will send an notification to your registered email when the item is back in stock.

 

Can I order by email, fax or phone?

We are sorry that we do not accept orders by other means.

 

Can I buy in large quantity?

Yes, as long as they are shown in stock.


PAYMENT

How can I pay? Is it safe to pay online here?

We accept PayPal, Alipay gateways that cover major credit cards (Visa, MasterCard and American Express). All payments are processed through a secured checkout system. Please note that Alipay will be the only payment gateway at checkout if you choose Renminbi (RMB) as currency. All other currencies will be paid via PayPal.

 

What currency do you accept?

You can view in many major currencies, i.e., US Dollars (USD), HK Dollars (HKD) and Renminbi (RMB) and more, on the Website while you shop. The pre-set currency that you are viewing is determined based on your location. All countries except China and Hong Kong will be shown USD. To change the currency, select the currency link at the top left hand side of the screen, followed by your location from the drop down list. You can use any available currencies for checkout.

 

How will I know if my payment was successful?

You will be billed instantly once you completed the check-out process and will receive an automatically generated email acknowledging the receipt of your order, usually within one hour of placing an order. When your order is dispatched, you will receive another email stating the order details and tracking information (if applicable). If you have registered, you can also check your order status online by signing in.


DELIVERY

I live in…. Do you deliver to me?

Yes, we ship to Hong Kong and over 150 locations worldwide, click Here to see.

 

How long does delivery take and how much will it cost?

For information on delivery and shipping charges to your destination, you can check out our Order and Delivery Information Here.

 

Can I choose a shipping address that is different to where I live?

Sure, you will be asked to fill in “Shipping Address” during the order process.

 

How to change shipping address of my order?

You cannot change shipping address once it has been placed. If you think the address is wrong, please Contact us immediately.

 

Do you ship to multiple addresses?

We can only deliver to one address per order. If you would like to send your purchases to multiple addresses, please place a separate order for each destination.

 

Can I track my delivery status?

Once your order has been dispatched, you will receive an email containing the delivery details such as carrier, type of postage service used, tracking number, etc. You will have a tracking number to track your package. 

 

I did not receive my order.

Please Contact us.

 

I didn't receive everything I bought.

Please firstly check the listed items on the invoice against those in the delivery box. In case you have multiple orders, each order may be sent separately. Otherwise, please Contact us within 7 days of its receipt/delivery before sending the item back.

 

I received an incorrect item.

Please firstly check the listed items on the invoice against those in the delivery box. Otherwise, please Contact us within 7 days of its receipt/delivery before sending the item back.

 

Oh no! I received a faulty item.

We keep photo record of condition of every item we sent at the time of dispatch. If you find any faulty item, please Contact us within 7 days of its receipt/delivery before sending the item back.

 

My item was damaged during delivery.

Please take photos of the damaged conditions of delivery box and item(s) and Contact us before sending the item back.

 

Why the colour of the item received look different from website?

All photos of items are taken from real stocks. However, computer monitor’s display may vary. If you find the colour of any received item not acceptable to you, simply return it according to our returns procedure.


RETURNS, EXCHANGES AND REFUNDS

Can I return any item(s) I bought online?

Yes, you can return unused, unworn, unaltered and unwashed merchandise with original packaging and tags intact, for a full refund of the purchase price after the deduction of other charges, such as shipping cost, etc. within the time limits specified below: 

  • For International Orders - Any qualified return shall be made within 30 days of delivery.
  • For Hong Kong Local Orders - Any qualified return shall be made within 14 days from the invoice date. 
Exclusions for returns are panties, girdles, hosiery, bodysuits, body care, adhesive products or any altered merchandise, on-sale or clearance items or gift items. Once we have received and checked the returned item(s) ok, we will start the refund process.

 

How to return?

You can return for a refund on all online orders. For Hong Kong local orders, you can also return for an exchange at our physical shops in Hong Kong. 

Option 1: Return for a Refund (For lnternational and Local Online Orders)

For refund, you must apply return via our online store, complete the "Request for Return" form and return the item by post or parcel with tracking.

If you purchased as a Registered User

  • Step 1: Login your account and find  "View your order history" under "My Orders" and click "View" on the order that you want to return. Each returned item needs to be processed separately. Double check and confirm return by clicking on the “Orange” return button.
  • Step 2: Once clicked, you will be led to the "Request for Return" form which most of the return information has been automatically filled in for you, except for the "Reason for Return" and "Other details". An email with offical "Return Number" will sent to you via email after you have successfully submitted your application. 
  • Step3: Wait for the update of the submitted return order before returning any product(s). You will be notified via email with return details.
  • Step 4: Click on the hyperlink in the email and print out the "Return Slip"and send together with the return parcel. 

If you purchased by Guest Checkout, you can Contact us by selecting "Returns and Refunds" and  provide your order number and item number (e.g. BR-00000-WE) for a "Request for Return" form. Please print out the form and fill in all requested information correctly and send together with the item(s) you wish to return to us.

Important to note that you must arrange the cost of return shipping. Return shipping costs will not be refunded. Please use a postal service that you can track your parcel.

Option 2: Return for an Exchange at Physical Shops (For Hong Kong Local Orders ONLY) 

No online application is required if you look for an exchange at our physical shops in Hong Kong. Simply bring along the qualified return item(s) that you wish to return for an exchange and the official invoice enclosed in the parcel to any SATAMI shops in Hong Kong within the time limit specified. No refund will be made at SATAMI shops. If you look for a refund, please apply via online channel as in Option 1 above only.

*Special reminder: Please do not use the “Return for a Refund” procedure and submit the return form above if you decide to exchange any item at physical shops in Hong Kong. Otherwise, either the return for a refund might not be successful due to double handling.

 

I returned non-qualified and non-conforming items?

Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.

 

Is there any exchange policy?

For International Orders - No as we don't want to keep you waiting for an exchange of item. Moreover, return for refund is better off for you as we bear part of your delivery cost for every new order. Simply return your item you don't want for a refund and place a new order for item that you want without waiting for long exchange process. That's why we don't allow exchange. 

For Hong Kong Local Orders - Yes and no online application is required. Simply return for exchange at your convenience to any SATAMI shops in Hong Kong may be close to you within 14 days from the invoice date. However, please note the details for exchange:- No refund will be made at SATAMI shops. Each invoice shall only be returned for exchange once per receipt irrespective of the quantity of items in the invoice. The item of return can only be exchanged for item(s) with same value or higher and the customer shall pay the extra. No credit or refund will be given for the any exchange with lower value. No refund or exchange for the exchanged item(s).

 

Can I return an item that was purchased with a gift voucher?

Yes, but the amount can only be refunded as a 30-days store credit in the form of a coupon code for subsequent purchase. Please see section below.

 

How will I be refunded?

Your refund will either be issued to the original credit card or PayPal account or Alipay account used to place the order. Shipping costs are not refundable, unless your items are faulty or wrongly sent or missing.

All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.

 

How long does it take to get a refund?

Once we receive it in its original condition, we will issue your refund within 3 working day and notify you by email. Depends on your card issuer or PayPal or Alipay, it may take up to a month for the funds to show back into your account used to make payment.

 

Can I return on-sale or clearance items?

All on-sales or clearance items are final, which are non-returnable, non-refundable and non-exchangeable.

 

Can I get a refund for items purchased with a gift voucher?

Yes, but the amount can only be refunded as a 30-days store credit in the form of a coupon code for subsequent purchase. Please see section below.


E-GIFT CARDS AND PROMOTIONAL CODES

How to buy an e-gift card?

You can buy a Satami Online e-gift card. We offer only VIRTUAL GIFT CARD:

  • Choose ”Free Size“ and Add e-gift card to bag without adding other items and go checkout.
  • During checkout, leave us your information including: (i) receipient's name, (ii) recipient's email, (iii) style of e-gift card chosen, (iv) your personal message, if any in the comment field.
  • If you wish to add a photo to customize your gift, please email us with subject: "Order ID 210XXXXXX - E-Gift Card Photo". Please note that we do not accept any photos containing nudity, violence or anything we consider inappropriate.
  • Upon confirmation of payment, the e-gift card will be emailed to both the purchaser and the recipient.
  • Please ensure to enter the recipient's email address correctly. Satami is not responsible if the email address is entered incorrectly and someone other than the intended recipient uses the e-gift card.
  • In the event of non-delivery of e-gift card, which may occur where the emails are blocked by web filters or firewalls. Satami is not liable or responsible for any loss suffered. If the recipient does not receive the e-gift card, please Contact us to resend the e-gift card to an alternative email address.

 

How the e-gift card be delivered?

  • The e-gift card will be emailed to the recipient with an unique Gift Voucher Code to the email address you specify within 2 working days.
  • The same will be emailed to you for your reference.

 

How to use my e-gift card?

You can use the e-gift card at the online store only. There is a unique Gift Voucher Code enclosed in each e-gift card email. Go to “My Bag” > Click “View Bag”, there is a “Use Gift Voucher” section, where you can enter your code. Then, simply proceed with checkout.

  • Only one e-gift voucher can be used for one purchase.
  • E-gift card can be used in combination with other discounts and promotions.
  • The same code can be used in multiple purchases until either the remaining credit is exhausted or expired.
  • If order value exceeds the gift voucher value or balance, the remaining balance shall be paid with credit card.
  • The use of E-gift card to purchase other gift cards is not allowed.

 

Does my e-gift card or promotional code has an expiry date?

Yes, e-gift cards usually expire 1 year after their date of purchase. Promotional codes usually expire much sooner, depending on the type of code. If you have one, use it as soon as you can! We shall not be held responsible if the e-gift card or promotional code is lost or being used without permission.

 

Can I return my e-gift card?

E-gift cards are not refundable and cannot be exchanged for cash. All returned items that were paid for with an e-gift card will be refunded as a 30-days store credit in the form of a coupon code for subsequent purchase. If you return an item paid by both e-gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded as store credit same as the aforesaid.


PRODUCTS, SIZE AND FIT

What is your bra sizing standard?

Remember there is no universal standard for bras and bra sizing varies between brands and countries. Whilst we follow UK standard, there may still be little difference. For more details, see Our Size & Fit.

 

How do I convert my current bra size to your bra size?

No, you don’t. Simple conversion between different size charts may be confusing and mostly not precise. Therefore, we allow you to make your own measurements and then you can match the figures with our size chart to find your suitable size of our bras. To know more, view Our Size & Fit.

 

How do I know what size of your bras fits me?

Simply use our “Get Fitted” online service. Or you can follow Our Size & Fit to make correct measurements and then match them with our size chart to find your Satami bra size(s). Sometimes, you may find yourself fit for more than one size.

 

How do I know the right style and fit for me?

Most women will know what styles of clothes fit them better, but this may not be the case for choosing bras. Therefore, we introduce our “Get Fitted” online service, which we can recommend you proper styles and size that we think fit for you. You will also find a fit summary to guide you in future bra shopping.

 

What can I do if my items don’t fit me?

We suggest that you follow our Our Size & Fit guide. If you are not sure if the item fits you, you can Contact us for more information. If you confirm that the item doesn’t fit you, simply return them according to the standard returns procedures.

 

What is your “Get Fitted” service?

Instead of fitting you in person physically, we have formulated detailed computation that we can offer our professional fitting guidance via our online store by means of a “Simple” Q&A session. This is an online questionnaire, allowing our algorithm to determine your breasts and body shapes and then recommend products that we consider that will work for you. With this tool at your fingertips, you can choose your perfect fitted bras and shaping garments at the comfort of your home based on our recommendation, minimising the results of wrong sizes, unwanted styles and fit.

After taking the session successfully, you will see your “Personal Shop” every time you have signed in, showcasing all the updated items and sizes that we recommend. Most importantly, you will also see your fit summary that can guide you in future bra shopping.

 

How to use “Get Fitted” service?

Before start, please get ready a measuring tape and make sure that you put on a wired bra that you normally wear and think fit. After that, just click on “Get Fitted” link anywhere you can find on the Website. Then, simply follow our Q&A session step by step carefully and we will guide you through. You must sign up to allow us to record your results, it is ok if you have not done so before the session so we can show you the results.

 

My body or size changes, what can I do?

Yes, we know women’s body change from time to time, that’s why we encourage you to re-take the “Get Fitted” online service when you think your circumstances have changed. Simply click on “Get Fitted” online service to re-take.

 

I feel that your bras are tighter than others.

Yes, our functional shaping bras have a tighter feeling than normal bras as they cover you more and are made of stronger power mesh fabrics at the band for better support, hold and control. The tightening effect is needed for better control and secured fit, and you should not feel discomfort if the size and fit is right.


WASH AND CARE

How should I care for my lingerie?

We suggest:

  • Hand wash your bras whenever possible. For machine wash, always wash your bras in a professional lingerie washing bag. This will ensure that the hooks do not get caught on anything in the wash and underwires do not break.  It will also stop your bras from getting tangled and stretched with your other washing.
  • Do not dry your lingerie in a dryer or under direct hot sun as heat is not great for the elastics in them and will cause them to stretch prematurely.
  • Do not use softener for lingerie as this will break down the elastics.
  • When storing your moulded bras, do not fold the cups inside out as this can cause the moulding to go out of shape.
  • For more details, please see Here.

 

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential. For more information, please read our Privacy Policy in full.