FAQ

Size and fit

How do I choose the most appropriate size and fit?

We understand that garments from different brands may offer a slightly different size and fit. Please refer to our size chart to determine what size items are most appropriate for your order.

Care

What's the best way to care for Ganas Kids clothing?

We always recommend following the washing instructions on the washing label of the garment. Many of our clothes are 100% cotton, which we suggest washing in cold water with a low tumble dry setting. All of our clothes are pre-washed and pre-shrunk.

Ordering and payment issues

What type of payment options are available?

We accept payment online via Paypal and credit card. Orders received via messenger or Whatsapp also have the option of payment via bank transfer to our HSBC account in Hong Kong. To pay for an order via bank transfer, simply process the bank transfer and send us a photo of the bank receipt via email or Whatsapp. We will proceed to fulfill the order once we confirm receipt of payment.

The item I want is out of stock. How will I know if it's on backorder?

We generally do not reorder items once they sell out. We may however, from time to time reorder select items. If you have any questions, please contact us and we would be happy to see if there is any way to assist you.

Can I change or cancel my order?

We try to get your order to you as quickly as possible. As a result, there's only a short timeframe to make changes to an order after it's been placed. Please contact us if you need to make any changes or cancel and order and we would be happy to assist you.
Please note however, that we may be unable to change or cancel an order, particularly those that have already been processed.

Tracking, shipping and delivery

Can I track my order?

For customers who have signed up for a registered account, please check that status of your orders under My Orders in your account. Unfortunately for those customers who do not have a registered account, there is no way to track your order online. For any queries regarding existing orders, please contact us and we would be happy to assist you.

Do you ship internationally?

Yes we do! Please refer to our shipping policy to understand the international shipping rates and approximate shipping times for our products.

Free Shipping

How does the your free shipping offer work?

Spend HKD 500 or more on our site within a 12 month period and become eligible to upgrade your membership and receive free shipping on all orders for the following 12 months.

Once your membership has been upgraded, the shipping fee for all orders placed on our website for the following 12 months will be automatically waived.

The free shipping offer is only available for registered members who have activated this service for delivering orders in Hong Kong only. For members in other regions who are eligible and have activated their free shipping, we will deduct 28 off the shipping fee.

What if we place our order via Whatsapp, FB Messenger or other websites and channels?

Unfortunately we are unable to provide credit towards free shipping for orders placed via Whatsapp, FB Messenger or other websites and channels at this time.

Can we get credit towards free shipping for retail purchases?

This offer is only available to customers registered on our website and purchases made through our website. Unfortunately we are unable to provide credit towards free shipping for purchases made at retail locations.

Does free shipping include returns and exchanges?

This offer does not extend to returns and exchanges for orders. For returns and exchanges, customers are responsible to bear the cost of shipping.

We will always however, bear the cost of shipping for returns and exchanges for goods received that were damaged or defective.

Where can we check our membership status?

You can check your account status anytime after you Log In by clicking into Account Settings under your account. If you are a regular member, you can also see how far you are from being eligible to upgrade your membership status.

What other benefits do Star Members have?

Free shipping is currently the primary benefit of upgrading to a Star Member. We will be adding more benefits in the future.

Returns

How do I process a return?

Please contact us with your return request. When sending your return item(s), please enclose your original receipt and merchandise in a box and mail it to:

Damao Holdings
Fuk Tsun Industrial Bldg, 2F Unit B Rm 305
66-68 Fuk Tsun Street
Tai Kok Tsui, Kowloon
HONG KONG

Please return products to us via registered mail to ensure delivery. Customers will be responsible for shipping and handling charges. Please be advised that you might have had to pay duties and taxes on your products. Unfortunately, we cannot refund duties, fees, or taxes at this moment in case you choose to return the product.
Note if you can't find the original paperwork, please contact us. We would be happy to assist you!

How long will it take for the funds to be credited back to my account?

After we receive your return, please allow up to [10] business days for the return to be posted to your original method of payment. Please note that shipping distance and shipping method for returning products may impact the speed at which returns will be credited to your account.

Account management

Why should I set up an account?

Setting up a registered account with us has a number of benefits:
- Keep abreast of the latest news and developments for Ganas Kids
- Exclusive priority and privileged access to events such as new products releases and seasonal sales
- Manage multiple shipping addresses via your address book
- Track your orders and manage order history

How do I change my default account options?

A user can access his/ her account details once he has logged in accessing the Account Settings page. The Account Settings page can be found in the user account menu by clicking on the user name in the top left corner of the screen.

How do I change my account details including username, password and address book details?
A user can access his/ her account details once he has logged in accessing the Account Settings page. The Account Settings page can be found in the user account menu by clicking on the user name in the top left corner of the screen.

To change your account details please click on Account Settings. To edit your username or password, please click on the Edit button to the left of the respective item.

To edit an address in your address book, please click on the edit icon to the left of the desired address. To add a new address, click on the Add new address link on the left hand column of the first row for Address Info. Each user can save a maximum of five mailing addresses in his/ her address book and one billing address under their account.

How do I set my default billing and default shipping address?

There are several ways to set up a default billing and shipping address.

If you are a new user and do not have any addresses set up, you can access your address book under Account Settings in the user account menu. To add an address, just click on the Add New Address link in the left hand column under Address Info. The first address you add will be your default billing and default shipping address. If you choose to add additional addresses to your address book, click on the appropriate checkbox below when adding the new address in your address book to set your new address as your default shipping or default billing address. To switch default shipping and billing addresses between existing addresses in your address book, simply click on the desired icon.

If you do not have any addresses in your address book when you are checking out, you will be asked to fill in a form for your requested shipping and billing addresses. Those addresses will be saved into your address book as your default shipping and billing address unless you change otherwise.

Managing my address book

Each user can save a maximum of five mailing addresses in his/ her address book and one billing address under his/her account.

Users can add or edit their address book from their Account Settings.

To add an address, just click on the Add New Address link in the left hand column under Address Info. The first address you add will be your default billing and default shipping address. Click on the appropriate checkbox below when adding the new address in your address book to set your new address as your default shipping or default billing address. To switch default shipping and billing addresses between existing addresses in your address book, simply click on the desired icon. To edit an address in your address book, please click on the edit icon to the left of the desired address.

When checking out, users will be asked to select a shipping address for the order. The default shipping address will be selected by default. To select a different shipping address, simply click on a different shipping address from those provided. If you would like to add a new shipping address, click on the Add new address link on the top left hand side of the page.

Other

How does the referral program work?

As a registered user, you will be able to earn credit in your account by sending your unique referral link via email or Facebook. You can earn HKD50 credit for sending your first invite. If you have already received HKD50 credit through the referral program however, you are ineligible for the initial HKD 50 credit.

Each of your friends that sign up for an account via your unique referral link will receive HKD50 credit towards any purchase on our website.

For each new friend that signs up for an account and makes a purchase, your account will be credited with an additional HKD50 credit towards any purchase in our store.

Refer a friend credit is only available for new registered members who sign up via your link.

We reserve the right to terminate or suspend the Referral Program or a user’s ability to participate in the Referral Program at any time for any reason.

Giveaways

How do I participate in Giveaways?

We regularly offer Giveaways to our community. Giveaways are primarily hosted on our website and through our social media platforms. You must be a registered member of our community to be eligible to win our Giveaways.

Does my social media account need to be public to enter?

Yes! Instagram Giveaways require your account to be public for the contest period. For Facebook Giveaways, your entry post's privacy setting must be set to public.

Can I enter a Giveaway more than once?

Unless specifically stated in a particular Giveaway, entering a Giveaway more than once will not increase your chances of winning.

How do you choose Giveaway winners?

We choose Giveaway winners randomly based upon those that qualify according to the rules of the Giveaway. Winners are announced on our website and through our social media platforms.

What if my question isn’t answered here?

If your question is not answered here, please feel free to contact us and we would be happy to assist you!