Frequently Asked Questions
Frequently Asked Questions
1. About super e membership
1. 關於super e 會籍
1.1 How can I become a super e member?
1.1 如何成為super e 會員？
You can apply for free super e membership by submitting online application form and download the electronic membership card from city’super HK APP.
Applicants must be aged 18 or above.
於網上遞交申請表及在city’super HK APP下載電子會員卡，即可免費成為super e 會員。申請人必須年滿18歲。
1.2 How to become a super e-gold member?
1.2 如何成為super e- gold 會員？
super e members with an accumulated net spending of HK$30,000 within 12 months from the date of membership commencement (i.e. before the anniversary date) can upgrade to super e-gold membership.
super e 會員於會籍生效日起計的12個月為年度結算日，期間累積消費淨值滿港幣30,000元，即可升級為super e-gold 會員。
1.3 How long is the validity period of super e membership?
1.3 super e 會籍有效期為多少？
A super e membership will expire automatically if there is no purchase record within 36 months from the date of membership commencement or last transaction date, and any unused stored value in the card will be forfeited automatically. super e-gold membership is valid for 12 months. It will be renewed for another year upon an accumulated net spending of HK$30,000 within the effective period.
super e 會籍於生效後或過去36個月內沒有任何消費紀錄，會籍將會自動失效，卡內的儲值亦會自動註銷。
super e-gold 會籍有效期則為12個月，凡於會籍有效期間內累積消費淨值滿港幣30,000元，即可保留及更新下年度之會籍。
1.4 If my accumulated spending record exceeds HK$60,000, can I upgrade or renew my super e-gold membership for more than one year?
1.4 如累積消費紀錄超過港幣60,000元或以上，我可以升級或更新super e-gold 會籍超過一年嗎？
The accumulated spending record is counted on a yearly basis. Upon reaching the yearly anniversary date, the accumulated spending record of any membership type will be reset to zero. Therefore, the validity period of the super e-gold membership (either by upgrade or renewal) is limited to one year.
累積消費紀錄以年度計算，任何會籍每屆滿一年，其累積消費紀錄將自動重設為零，故super e-gold 會籍亦只可以升級或更新一年。
1.5 What are the benefits for super e and super e–gold membership?
1.5 super e 及 super e-gold 分別有什麼優惠？
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. super e members can receive a HK$50 eCoupon for every 2,000 points accumulated in a year. One HK$50 eCoupon can be used for each HK$200 spent at city’super, LOG-ON stores, two HK$50 eCoupons for each HK$400 spent, and so on. Combined receipts will not be accepted; while super e-gold members can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. There is no limit on the number of eCoupons or reward eCoins a member can earn.
super e-gold members are also entitled to exclusive discount offers – enjoy 3% off on all items and 10% off at affiliated merchants. Terms and conditions apply. For details, please visit https://online.citysuper.com.hk/pages/super-e-membership
super e 及 super e-gold 會員每消費港幣 1 元，可得獎賞積分 1 分。 super e 會員年度每累積2,000分即可獲港幣50元電子禮券。於city’super, LOG-ON 分店，單一消費每滿港幣200元，即可使用港幣50元電子禮券一張 ; 消費滿港幣400元可使用港幣50元電子禮券兩張，如此類推。恕不接受合併收據。super e-gold 會員於年度結算日前，累積滿 40,000分即可獲10 獎賞eCoins 換，80,000分可獲20 獎賞eCoins，如此類推。獎賞eCoins適用於super e-gold 會員尊享禮遇換領網，有效期為年度結算日起60 日內有效。數量有限，換罄即止。不限電子禮券或獎賞eCoins的換領次數。
super e-gold 會員尊享購物折扣優惠，所有貨品97 折及指定品牌商店 9 折，需受條款及細則約束。更多會員優惠詳情請參閱https://online.citysuper.com.hk/pages/super-e-membership
1.6 How can I check the stored value in my membership card?
1.6 我可以怎樣查閱會員卡內的儲值額？
super e members can check the stored value in the membership card through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff
1.7 When will the stored value expire?
1.7 儲值有效期有多長？
The stored value shares the same validity period as the membership. When a membership expires, the stored value will be forfeited immediately and automatically.
儲值和會籍的生效期掛鉤，會籍失效時，儲值亦會隨之失效和自動註銷。
1.8 How can I top up my membership card? Is there any restriction on the stored value and top-up value?
1.8 我可以怎樣為會員卡增值？會員卡儲值及增值金額有否限制？
You can top up your card at any Customer Service Counter or Cashier. A maximum value of HK$3,000 can be stored in the card. A minimum top-up value of HK$100 is required per transaction and the amount should be in multiples of HK$100.
會員可到顧客服務部或收銀部增值，每張會員卡最高儲值額為港幣3,000元。每次增值最少港幣100元，並以每百元計算。
1.9 How can I check my anniversary date?
1.9 我如何查閱年度結算日？
You can check your anniversary date through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff
1.10 Can I use the mobile / email address of an expired super e account?
1.10 我可以使用已逾期的super e 帳戶內所註冊的手機號碼/電郵嗎？
The registered mobile /email address can be used again after expired for one month.
所註冊的手機號碼/電郵，可於帳戶逾期後一個月再次使用。
1.11 When will super e-gold year-round discounts and privileges be changed?
1.11 super e-gold 全年折扣及禮遇會進行調整嗎?
These will be reviewed periodically in order to present a fresh new gold eXPERIENCE custom-crafted for your distinguished lifestyle. super e-gold members are entitled to various privileges, including year-round discounts, birthday gifts, priority phone ordering service, exclusive reward redemption, a free tasting of seasonal delicacies at Amazing Food Hall in Times Square, complementary gourmet workshops featuring seasonal items, and free cooking classes for birthday month and next month of membership anniversary.
會的。我們將定期進行審核，以創造更合您心意而且充滿新鮮感的 gold eXPERIENCE 會員體驗，完美配合您的卓越生活品味。super e-gold 會員可專享不同驚喜禮遇，包括super e-gold 全年折扣優惠、生日禮遇、優越電話購物服務、於時代廣場美食佳釀專區品嚐當季美饌體驗、免費美食工作坊及享用每年兩次免費參加生活藝會廚藝班，分別安排在您的生日月份及會籍結算日的翌月。
2. Manage my super e account
2. 管理我的super e 帳戶
2.1 How can I update my personal data?
2.1 如何更新個人資料？
super e members can update their personal data through the following ways (except for Birthday Information and Residential Address)
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Go to "Update Personal Data" section on the city'super HK App; or
- Login to your profile at https://online.citysuper.com.hk/account; or
- Email to contact@citysuper.com
super e 會員可以下列途徑更新個人資料（生日資料及住址除外）
- 致電顧客服務熱線2736 3866 / super e-gold 優越服務專線2277 3288；或
- 登入手機應用程式內「更新個人資料」頁面；或
- 登入 https://online.citysuper.com.hk/account 上「會員網頁」；或
- 電郵至contact@citysuper.com
2.2 How will my personal data be used?
2.2 我的個人資料會用作甚麼用途？
Your personal data will help us provide you with more customized offers and keep you informed with the products or activities that will be of interest to you. Please note that you will receive any of these information if you have chosen to receive any promotional message from us.
您的個人資料讓我們為您度身訂造更多會員優惠，如您的興趣會用作相關產品或活動的會員提示。但需要注意，如果您選擇了不接收我們的推廣資訊，您將不會收到這些信息。
2.3 How can I update my Month of Birth and Residential Address?
2.3 如何更改我的出生月份及住址？
Your Month of Birth and Residential Address are based on the information provided at the time of registration. They will not be shown on the "Personal Data" section on the city'super HK App due to security reasons. To change, please visit any Customer Service Counter or call the Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288.
2.4 What should I do if I forgot my login password?
2.4 忘記登入密碼應如何處理？
You need to reset your password. Please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing a URL; follow the instructions there to reset your password.
Reminder: The URL is valid for 6 hours. If you do not reset your password within that time, you will need to re-submit your "Forgot Password" request.
您需要重設密碼。請於city'super HK手機應用程式或會員網頁的登入頁面點選「忘記密碼」，填寫登記時使用的電郵後，系统會自動發出包含重設密碼連結的電郵，您可按電郵內的指示，到連結自定登入密碼
提提您：連結的有效時間為6小時，如未能於有效時間內進入連結並更改密碼，你需要重新提交重設密碼的請求。
2.5 What should I do if I forgot my registered email address?
2.5 忘記登記電郵應如何處理？
2.6 What should I do if my membership account is locked?
2.6 我的會籍帳戶被凍結應如何處理？
To protect your privacy, your account will be locked after 5 invalid login attempts. To unlock your account, please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing instructions to reset your password, which will unlock your account
為保障您的會籍資料，如連續5次錯誤輸入登入密碼，會籍將會被凍結。要重新啟用帳戶，請於city'super HK手機應用程式或會員網頁的登入頁面點選「重設密碼」，填寫您登記會籍的電郵地址，系统會自動發送重設密碼的電郵，您可按電郵指示重設密碼，並同時解鎖。
2.7 What should I do if I do not receive the email to reset password?
2.7 我未能收到重設密碼的電郵應如何處理？
2.8 How is my personal data protected?
2.8 我的個人資料是否得到保障？
City Super Limited (CSL) is committed to safeguarding the privacy of customers in accordance to the Hong Kong Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. When you register as a super e member, the information provided is automatically submitted to CSL. All personal data are for internal use only. After receiving your consent to use your personal data, we will keep you abreast of new products, special offers and other special promotions at city'super. For details, please refer to https://online.citysuper.com.hk/pages/privacy-policy-statement-pps
City Super Limited (CSL) 根據香港個人資料(私隱)法例(第 496章)承諾保障所有客戶個人資料之私密。當閣下申請成為super e 會員時，所有資料將自動遞交至 CSL，並只供內部使用。在獲得閣下同意後，我們會使用閣下所提供之個人資料進行最新產品資訊、優惠及其他特別推廣，有關詳情可瀏覽 https://online.citysuper.com.hk/pages/privacy-policy-statement-pps。
2.9 What should I do if I do not receive the mobile phone verification code while I'm registering as super e member?
2.9 我在登記super e 會員時，收不到手機驗證碼應如何處理？
Please double check if the mobile phone number that you entered is correct. A SMS message with verification code will be sent to your mobile phone immediately. If you still haven't received the SMS message in 3 minutes, you can click 'Re-send'. If you need further help, please contact us.
請覆核您輸入的手機號碼是否正確，驗證碼短訊會即時發送到您的手機，若過了3分鐘仍未能收到短訊，可點擊「重發」鍵。如需進一步協助，請聯絡我們。
2.10 When registering a super e member, I found that the member registration could not be completed without my country code. What should I do?
2.10 我在登記super e 會員時，發現沒有我所身處的國家區號未能完成會員登記，應如何處理？
Since the verification code SMS will only be sent to the area codes 852, 853, 86 and 886, the verification code SMS cannot be sent from other countries’ area codes, please visit our stores to register as a super e member. If you need further help, please contact us.
由於驗證碼短訊只會發送於區號為852、853 、86及886，其他國家區號未能發送驗證碼短訊，請蒞臨分店登記成為super e 會員。如需進一步協助，請聯絡我們。
3. Use of membership card and city'super HK App
3. 會員卡及手機應用程式的使用
3.1 How can I download the "city'super HK" Mobile App?
3.1 如何下載 “city'super HK” 手機應用程式?
You can download the "city'super HK" Mobile App on App store / Google Play by searching "city'super HK" on mobile devices. The Mobile App supports devices using iOS 8.0 or above, and Android 4.1 or above.
使用支援運行iOS 8.0或以上及Android 4.1或以上版本操作系統之智能手機，於App store/ Google Play Store內搜尋 "city'super HK"。
3.2 How can I get the electronic membership card?
3.2 如何獲取電子會員卡？
After successful registration as a super e member, you can download the city'super HK App at App Store / Google Play and login to get your electronic membership card.
成功登記成為super e 會員後，可於App Store/ Google Play搜尋並下載city'super HK手機應用程式，然後經會員登入即可取得電子會員卡。
3.3 How can I apply for a physical membership card?
3.3 如何申請實體會員卡？
super e members can pay an administration fee of HK$40 to apply for a physical membership card, while super e-gold members can apply for a physical membership card free-of-charge at the Customer Service Counter during membership upgrade.
super e 會員須繳付港幣40元行政費用申請實體會員卡；而super e-gold 會員可於升級時到分店顧客服務部免費辦理實體會員卡。
3.4 How can I pay and earn loyalty points with my electronic membership card?
3.4 如何使用電子會員卡付款及賺取獎賞積分？
Please present your electronic membership card before checkout. Our Cashier staff will scan the QR code or barcode and the loyalty points will be credited automatically to your account. Your spending record will also be updated.
If you are using QR code, you can also pay by the stored value in your card to enjoy an even more convenient shopping experience!
只需在付款前出示電子會員卡，並掃瞄二維碼 (QR Code) 或條碼 (barcode)，便可自動累積獎賞積分及消費紀錄。
使用二維碼 (QR Code) 的電子會員卡時，您亦可選擇以卡內的儲值付款，購物過程快捷方便！
3.5 What should I do if my electronic membership card does not have enough stored value to pay the full transaction amount?
3.5 電子會員卡儲值不足以支付整個交易金額應如何處理？
You can pay partially with the stored value and the rest by cash, credit card, EPS or Octopus. (Except city'super Private Label Card and CODE Card)
您可以電子會員卡儲值支付部分交易金額，再以現金、信用卡、易辦事或八達通支付餘額(city'super 優惠卡/CODE Card除外)。
3.6 Can I have the stored value refunded or transferred to other membership card?
3.6 會員卡儲值可以退還或轉移至其他會員卡內嗎？
The stored value in your membership card cannot be refunded, transferred, or exchanged for cash.
會員卡儲值暫不設退還、轉移或合併使用，亦不可兌換現金。
3.7 Why is my electronic membership card being declined?
3.7 我的電子會員卡為何會失效？
For security reasons, the QR Code or barcode on your electronic membership card is only valid for a limited time. If an invalid message appears or a payment timeout occurs, please tap "Refresh" to refresh the code.
基於保安理由，電子會員卡上的二維碼 (QR Code) 或條碼 (barcode) 只於限定時間內生效。如電子會員卡顯示失效或付款程序逾時，請按「更新」鍵即可重新獲取。
3.8 Can I use my membership card at city'super stores in Taiwan and Shanghai?
3.8 我的會員卡可於台灣及上海的city'super使用嗎？
Your membership card is only applicable for use at city'super, LOG-ON stores in Hong Kong.
會員卡只適用於香港city'super、LOG-ON。
3.9 Can I claim the loyalty points at a later time if I forgot to bring my membership card?
3.9 忘記攜帶會員卡，可獲補發獎賞積分嗎？
Before checkout, please go to the Customer Service Counter for identity verification and collect a Member Record Card / Barcode if you forgot to bring your membership card. This serves as a record of your spending and the loyalty points you earn. Any claim request of loyalty points after the transaction is made will not be entertained.
如忘記攜帶會員卡，必須於交易前到顧客服務部作會員身份核實，並領取會員紀錄卡/電子條碼，以記錄該次消費及賺取獎賞積分。任何於交易後之積分補領恕不接受。
3.10 Why is my electronic membership card showing barcode instead of QR code?
3.10 為甚麼我的電子會員卡會顯示條碼 (barcode) 而非二維碼 (QR Code)?
The barcode will show when your mobile network is unstable. The offline membership card will show your membership ID that was captured from the last time you successfully logged in. Loyalty points and your spending record will be updated automatically in your account.
To protect your benefits, you cannot use any stored value or eCoupon in transaction using the offline electronic membership card.
網絡接收狀況不穩定時，電子會員卡會於離線狀況下顯示條碼 (barcode)，條碼顯示的會員編號截取至上次成功登入的系統紀錄。掃瞄條碼後會自動累積獎賞積分及消費紀錄；但為保障您的利益，使用離線電子會員卡的交易不能使用卡內的儲值及電子禮券。
3.11 What should I do if there is potential unauthorized use of my card as a result of my membership card or mobile phone being lost or stolen?
3.11 遺失了會員卡或手提電話應如何處理？
You should report the lost at any Customer Service Counter or call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288. Your electronic membership card and physical membership card (if any) will then be terminated, and any stored value and loyalty point in the card will be frozen immediately. The stored value and loyalty point balance will only be transferred to your new membership account until it is set up and logged in. You can pay an administration fee of HK$40 at any Customer Service Counter for re-issuance of a physical membership card.
3.12 Can I use the city'super HK App on multiple devices at the same time?
3.12 我可以於不同裝置使用city'super HK手機應用程式嗎？
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
會員不能以不同的手機裝置同時登入city'super HK手機應用程式，籍以保障會員的帳戶安全。如會員於其他裝置登入帳戶，其原本登入之智能電話手機應用程式將被登出。
3.13 Why does the city'super HK App log out automatically?
3.13 我沒有按過登出鍵，為甚麼我的city'super HK手機應用程式會被登出？
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
為保障會員的帳戶安全，會員同一時間只可以於一部手機裝置登入city'super HK手機應用程式；如會員於其他裝置登入帳戶，其原本登入之智能電話手機應用程式將被登出。
3.14 What should I do if I cannot download or open the city'super HK App?
3.14 我不能下載 / 開啟 city'super HK 手機應用程式，該怎麼辦?
Please follow these instructions if you cannot download the app:
- Check your device to see if it supports the version of iOS or Android required for the city'super HK app
- Check the network connection, ensuring that your device is connected to the internet & reboot your device
- Check your device has more than 100MB of storage available
- Make sure the Download Manager is turned on (Android only)
Please follow these instructions if you cannot open the app:
- Reboot your device
- Delete the city'super HK app and reinstall the latest version of the app from the App Store or Google Play Store
如你未能下載應用程式，建議你可檢查以下列點:
- 檢查 iOS或Android版本是否與我們的手機應用程式相符
- 檢查是否已使用數據網路連線，並重新開啟手機再試
- 檢查手機的可用存儲空間，建議可用空間不少於100 MB
- 檢查並確保下載管理員處於開啟狀態 (只限Android)
如你未能開啟city'super HK 手機應用程式，建議你可依照以下列點再試:
- 重新開啟手機
- 刪除並於App Store / Google Play Store重新下載及安裝最新版本之應用程式
4. Loyalty point and accumulated spending
4. 獎賞積分及累積消費
4.1 Will my loyalty point and spending records be updated immediately?
4.1 我的獎賞積分及消費紀錄是否即時更新？
Your loyalty point and spending records will be updated within 36 hours after a purchase is made (except designated promotional offers).
獎賞積分及消費紀錄均會於購物後36小時內更新(指定推廣計劃除外)。
4.2 What is the definition of Accumulated Spending, as shown on the spending record?
4.2 消費紀錄所顯示的累積消費之定義是甚麼？
Accumulated Spending refers to your total net spending before the anniversary of your membership, i.e. a period of 12 months from the date your membership started. super e-gold membership renewals and upgrades are calculated using your Accumulated Spending. You can check your anniversary date through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Check with our Customer Service Counter staff
4.3 How can I earn loyalty points and accumulated spending?
4.3 我可以怎樣賺取獎賞積分及累積消費？
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. Purchases of city'super Gift Card or Shopping Voucher, stored value top-up, delivery charge and gift wrapping charge are not eligible for loyalty points or accumulated spending.
super e 及 super e-gold 會員每消費港幣1元，可得獎賞積分1分。購買city'super禮品卡或購物禮券、super e 會員卡增值、繳付送貨費或包裝服務費均不獲享積分或計算作累積消費。
4.4 How can I check my spending or loyalty point records?
4.4 我如何查閱消費或獎賞積分？
You can check your spending or loyalty point records through the following ways
- Tap the "Spending and Loyalty Point Record" on your electronic membership card. The last 10 purchase transactions (excluding returns or refunds) at city'super, LOG-ON stores as well as the official eShop will be shown. Loyalty point is accumulated on a daily basis, and those earned on the last 10 days from spending at city'super, LOG-ON and cookedDeli stores as well as the official eShop will be shown (excluding loyalty point adjustments as a result of returns, refunds, expired loyalty point or redeem of Reward eCoupon); or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service staff
4.5 What will happen to the loyalty points earned after a return or refund is arranged?
4.5 退貨或退款後，消費所賺取的積分會如何處理？
If you cancel a transaction or arrange a refund, the loyalty points earned for that transaction will be deducted automatically, including extra bonus points earned in designated promotional offers.
所有已取消的交易或購物退款，因應該次消費而獲得的獎賞積分將會自動扣除，包括因指定推廣計劃而額外獲得之獎賞積分。
4.6 What should I do if there is discrepancy between the spending amount and loyalty points earned?
4.6 消費交易及獎賞積分有差異，應如何處理？
5. eCoupon
5. 電子禮券
5.1 What is eCoupon?
5.1 甚麼是電子禮券？
Redeem automatically according to the loyalty points earned from spending at city'super, LOG-ON stores as well as the official eShop. Spend more and earn more rewards
根據您於city'super、LOG-ON及網上商店消費所得的獎賞積分而自動兌換所得。消費愈多，獎賞愈多。
5.2 How can I use my eCoupon?
5.2 如何使用電子禮券？
eCoupons can only be used at physical stores in Hong Kong. To use a Promotion eCoupon or Reward eCoupon, simply present it to the Cashier staff at the checkout. Please present Gift eCoupons at any Customer Service Counter to collect the gift. Please also refer to the terms and conditions on the eCoupon.
電子禮券只限於香港實體分店使用，如欲使用限定推廣電子禮券或現金獎賞電子禮券，你可於購物付款時向收銀處職員出示或查詢。會員禮遇電子禮券則需於顧客服務部出示並領取該會員禮遇。請同時參閱禮券的條款及細則。
5.3 Why is my unused eCoupon gone?
5.3 為何我還未使用的電子禮券消失了？
There is a validity period for every eCoupon. The "eCoupon" section on the app will only show those eCoupons in effect. Any expired or used eCoupon will be deleted automatically. Regarding the validity period and details of eCoupon, please refer to the terms and conditions as stated on the "eCoupon" section.
每張電子禮券均設有效日期。「電子禮券」頁面只顯示有效的電子禮券，逾期或已使用的電子禮券將會自動刪除。有關電子禮券有效期及使用詳情，請參閱「電子禮券」頁面上的條款及細則。
5.4 How can I check the eCoupon in my membership card?
5.4 我可以怎樣查閱會員卡內的電子禮券？
- Use the city'super HK App; or
- Ask the Cashier when checkout; or
- Login to member site; or
- Ask our Customer Service staff
- city'super HK手機應用程式；或
- 付款時，於收銀處查詢；或
- 登入會員網站；或
- 向分店顧客服務部職員查詢
5.5 Can I use my eCoupon for online transactions at eShop?
5.5 我的電子禮券可以用於網上商店的交易嗎？
All eCoupons can only be used at the retail stores in Hong Kong. They are not accepted for transactions at eShop.
所有電子禮券只限於香港分店使用，暫未能於網上商店使用。
5.6 How can I redeem an eCoupon / Reward eCoins with the accumulated loyalty points?
5.6 我要怎樣做才可以累積積分兌換電子優惠券？
Upon reaching the required loyalty points, an eCoupon / Reward eCoins will be issued automatically and the corresponding loyalty points will be deducted. eCoupon(s) / eCoins will be automatically issued by the system on the following day/ on the anniversary day respectively based on the below loyalty point requirments:
- super e: accumulated points of every 2,000 will be entitled to an eCoupon valued at HK$50
- super e-gold: accumulated points of every 40,000 will be entitled to earn 10 Reward eCoins being redeemable for a city’super gift with a retail value of HK$1,000
當累積至指定分數便會自動兌換為電子禮券/獎賞eCoins 並扣除相應積分。一旦獲取電子禮券，表示相應積分已被扣除。電子禮券/獎賞eCoins 根據累積積分於翌日/ 年度結算日由系統自動發送：
- super e: 年度內每累積滿2,000分可獲港幣50元電子禮券
- super e-gold: 年度內累積滿40,000分可獲10 獎賞eCoins 以換領零售價值港幣1,000 元或以上的 city'super 禮品一份
5.7 Will I receive a notification after the eCoupon is issued automatically by the system?
5.7 系統自動發送電子禮券，我會收到通知嗎？
If you have consented to receive promotional information from us, you will receive an email and city'super HK App notification including the eCoupon's expiry date. A further email notification will be sent to you 7 days before the eCoupon expires, reminding you to use it.
Reminder: You can choose to receive promotional information from us through the follow ways
- Use the city'super HK App; or
- Login to member site; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288; or
- Ask our Customer Service Counter staff
5.8 Can I authorize someone to redeem or use my eCoupon?
5.8 我可以授權他人為我兌換或使用電子禮券嗎？
eCoupon cannot be transferred. You have to present your membership card for verification when used.
電子禮券不能轉讓他人使用，使用時須同時出示會員卡作核實。
5.9 Why can't super e-gold members redeem Reward eCoupons after 1 Jul 2020?
5.9 為何在2020年7月1日後super e-gold 會員不能兌換電子禮券?
super e-gold members can use the loyalty points to redeem a preferred reward from the super e-gold redemption website upon reaching 40,000 points within 60 days from anniversary date.
Apart from reward redemption, super e-gold membership also entitles you to various privileges, including year-round discounts, birthday gifts, priority phone ordering service, a free tasting of seasonal delicacies at Amazing Food Hall in Times Square, complementary gourmet workshops featuring seasonal items, and free cooking classes for birthday month and next month of membership anniversary. Please stay tuned for our new privileges and services exclusively for super e-gold members.
super e-gold 會員於年度結算日前，累積滿 40,000分可登入禮遇換領網站進行禮遇換領，有效期為年度結算日起計 60 日。除換領禮遇外，super e-gold 會員可專享不同驚喜禮遇，包括super e-gold 全年折扣優惠、生日禮遇、優越電話購物服務、於時代廣場美食佳釀專區品嚐當季美饌體驗、免費美食工作坊及享用每年兩次免費參加生活藝會廚藝班，分別安排在您的生日月份及會籍結算日的翌月。請密切留意我們為super e-gold 會員提供的獨家禮遇及專屬服務。
6. super e-gold Member Exclusive Reward Redemption
6. super e-gold 會員尊享禮遇換領
6.1 What is super e-gold Member Exclusive Reward Redemption?
6.1 甚麼是super e-gold 會員尊享禮遇換領？
A super e-gold member can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. The points balance will be reset to zero upon reaching anniversary date and no redemption arrangement can be made with fewer points than the minimum of 40,000. Any unused points balance, expired or invalid Reward eCoins will be forfeited and will not be re-issued.
super e-gold 會員於年度結算日前，累積滿 40,000分即可獲得10 個獎賞eCoins，80,000分可獲得20 個獎賞eCoins ，如此類推。獎賞eCoins 可於super e-gold 會員尊享禮遇換領網進行禮遇換領，有效期為年度結算日起計 60 日。數量有限，換罄即止。少於40,000分不能作出兌換安排及剩餘積分亦會於年度結算日前自動註銷。未使用的積分、逾期或已失效的獎賞eCoins 將不獲補發。
6.2 What is Reward eCoins?
6.2 什麼是獎賞eCoins?
10 Reward eCoins will be granted for every 40,000 loyalty points. Each redemption must be in units of 40,000 points. No redemption arrangement can be made with fewer points than the minimum of 40,000, and the points balance will be forfeited.
每40,000積分可獲得 10 獎賞eCoins。每次兌換必須以40,000積分為一單位，少於最低單位的積分不能作出兌換安排及剩餘積分亦會自動註銷。
6.3 How to redeem a reward？
6.3 如何換領獎賞？
Logging in to your membership account and enter ‘super e-gold Member Exclusive Reward Redemption’ site to select your preferred rewards.
登入會員帳戶，進入「super e-gold 會員尊享禮遇換領」網頁即可選擇換領禮遇。
6.4 Does Reward eCoins have a redemption period?
6.4 獎賞eCoins 有否設有兌換期限？
The validity period of Reward eCoins is 60 days, and the validity period starts from the day by system .
獎賞eCoins 有效期為60日，有效期限以系統發送當天開始計算。
6.5 Why is my unused Reward eCoins gone?
6.5 為何我還未使用的獎賞eCoins 消失了？
There is a validity period for every Reward eCoins. The "eCoupon" section on the app will only show those Reward eCoins in effect. Any expired or used Reward eCoins will be deleted automatically. Regarding the validity period and details of Reward eCoins, please refer to the terms and conditions.
獎賞eCoins 是設有有效日期。「eCoupons」頁面只顯示有效獎賞eCoins，逾期或已使用的獎賞eCoins 將會自動刪除。有關獎賞eCoins 有效期及使用詳情，請參閱條款及細則。
6.6 How can I check the rewards I can redeem or I have redeemed in my membership card?
6.6 我可以怎樣查閱可換獎賞/已換領獎賞？
- Use the city'super HK App; or
- Login to member site; or
- Ask our Customer Service staff
- city'super HK手機應用程式；或
- 登入會員網站；或
- 向分店顧客服務部職員查詢
6.7 How can I redeem a reward with the accumulated loyalty points?
6.7 我要怎樣做才可以累積積分兌換獎賞？
A super e-gold member can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. The points balance will be reset to zero upon reaching anniversary date and no redemption arrangement can be made with fewer points than the minimum of 40,000. Any unused points balance, expired or invalid reward redemption will be forfeited and will not be re-issued.
super e-gold 會員於年度結算日前，累積滿 40,000分即可獲得10 個獎賞eCoins，80,000分可獲得20 個獎賞eCoins，如此類推。獎賞eCoins 可於super e-gold 會員尊享禮遇換領網進行禮遇換領，有效期為年度結算日起計 60 日。數量有限，換罄即止。少於40,000分不能作出兌換安排及剩餘積分亦會自動註銷。未使用的積分、逾期或已失效獎賞的禮券將不獲補發。換領獎賞的申請一經確認，系統會即時從會員帳戶扣取相關積分，有關申請不可更改或取消。
6.8 Will I receive a notification after I confirmed my reward redemption?
6.8 確認兌換獎賞，我會收到通知嗎？
You will receive an email notification on the same day. A confirmation
SMS will be sent for reward collection. Also, you can go to “View my Redemption History” in super e-gold Member
Exclusive Reward Redemption site. If you have consented to receive promotional information from us, you will receive
an email and city‘super HK App notification including the valid period of loyalty points and Reward
eCoins. A further email notification will be sent to you 7 days before the Reward eCoins expiry, reminding you to
redeem your rewards.
Reminder: You can choose to receive promotional information from us through the follow ways
當完成換領禮品的程序後，系統將於當日發送電郵通知。如需到店內領取禮遇，系統會發出確認短訊以作禮遇領取之用，您亦可返回「 super e-gold 會員尊享禮遇換領」查閱我的兌換紀錄。另外，若您已選擇收到我們的推廣資訊，您將收到包含可兌換積分及獎賞eCoins 的提示電郵及 city’super HK 手機應用程式通知；另外，於獎賞eCoins 限期到期的 7 天前，會員會收到另一電郵通知，提示會員其獎賞eCoins 限期將完結，並邀請會員盡快兌換。
重要提示：如您希望更改接收推廣資訊選項，可經以下途徑更新資料
6.9 Can I authorize someone to redeem my rewards?
6.9 我可以授權他人為我兌換獎賞嗎？
Loyalty points cannot be transferred. You have to log into your membership account to redeem your rewards. Upon reward collection, you are required to present your membership card and confirmation SMS for verification.
積分不能轉讓他人使用，兌換獎賞時須登入會員帳戶。領取獎賞時，須出示確認 SMS 及會員卡作核實。
6.10 What if the gift items approved for redemption run out of stock?
6.10 如果已成功換領的禮品缺貨，怎麼辦呢？
Gift items are subject to availability while stock lasts. If there are any changes to the gifts supply or if the gifts approved for customer redemption are out of stock, City Super Limited reserves the right to replace them with other gift items without prior notification.
禮品數量有限，換完即止。禮品供應如有更改， City Super Limited有權以其他禮品作代替而毋須預先通知。
6.11 Can I return the redeemed gift(s) if I change my mind after making a purchase?
6.11 我在換領後改變了主意，可以退回產品嗎？
No, we do not accept change of mind return.
對不起，我們不接受改變主意為退貨理由。
6.12 Can I have free shipping?
6.12 如選擇送貨服務，需付運費嗎?
All gift items can enjoy home delivery services, please refer to the terms and conditions as stated on the "Online Order and Delivery Arrangement" section.
所有禮品均提供免費送貨服務。詳情請參閱「網上購物及送貨安排」頁面上的條款及細則。
6.13 How do I pick up my order at store?
6.13 如選擇店鋪取貨，會有取貨限期嗎?
You have to collect your reward on selected date, time and store. The expired rewards will be regarded as abandonment and no replacement will not arranged. Related eCoins will not be returned.
您必須於所選擇的日期、時間及分店，出示確認兌換短訊及有效的會員卡領取禮遇。沒有在期限內提取的禮遇，均被視作放棄及不設補領安排。有關獎賞eCoins 不會退回。
6.14 If I choose to redeem an eCoupon, do I need to go to the store to pick it up?
6.14 如選擇換領電子禮券，需到分店領取嗎?
No. You will receive a confirmation email and check your eCoupon(s) through following ways
- Use the city'super HK App; or
- Ask the Cashier when checkout; or
- Login to member site; or
- Ask our Customer Service staff
不需要。會員會收到確認電郵及可經以下途徑查閱會員卡內的電子禮券？
- city'super HK手機應用程式；或
- 付款時，於收銀處查詢；或
- 登入會員網站；或
- 向分店顧客服務部職員查詢
6.15 Can I change the delivery method, amend or cancel order?
6.15 我是否可以更改送貨方式、修改或取消訂單?
eCoins will be deducted from a member’s account once the redemption is confirmed, and this redemption cannot be altered or cancelled. Member cannot amend or cancel the order and change delivery arrangements. We suggest you to re-confirm the order and delivery method before redemption.
換領獎賞的申請一經確認，系統會即時從會員帳戶扣取相關積分，有關申請不可更改或取消。會員不能更改送貨方式、修改或取消訂單。我們建議你在兌換前，再次查閱兌換資料及送貨/取貨分店，確保正確無誤。
6.16 What should I do if I lost my redemption confirmation letter?
6.16 如果遺失了兌換確認信，應如何處理?
Our shop staff shall request the member provide physical / electronic membership card, email address and mobile number provided when making the order, as part of our verification process. In the event we are unable to complete the verification process, we reserve the right to refuse any attempt to collect the order and shall not be held responsible in any way.
我們的店鋪職員會要求會員提供實體/電子會員卡、電郵地址及電話號碼，以便進行查核。若查核結果不能接納，我們保留權利拒絕交付產品而無須承擔任何責任。