I Cannot Access Barkmall's Website. What Should I Do?
If you are having difficulty accessing our website, we would like to suggest you try the following:
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Clear cache & cookies
Cache & cookies help us to save some information on your computer, for example we know who you are when you sign into your account next time. You can try to clear cache & cookies using “History” or “Tools” on most Internet browsers. Please note that clearing cookies & cache will also clear your shopping history. If you have previously added some items into bag or 'Wishlist' section without logging in, we would recommend you make a note of the product(s) name first.
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Update your Internet browser’s version and restart your browser
After clearing your browser’s cache & cookies, we suggest that you update your Internet browser (e.g. Chrome, Safari, or Edge, etc.) to the latest version. After you finished updating your browser, close and reopen it, and visit our site again.
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Update your operating system
For maximum accessibility, we also suggest that you regularly use the latest version of your operating system provider (e.g. Windows, etc.).
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Contact Us
If you're still having problems, contact our Customer Care Team via Live Chat, with as much detail as you can regarding the issue.
How do I create an account?
To sign up for a Barkmall account, please visit our Sign-In and Register page, and click on the tab “Create an Account”. Alternatively, you can also create an account from anywhere in our site by simply navigating to the top left corner and hovering with the mouse or clicking-on the “Register” link.
I am having trouble signing in to my Barkmall account. What should I do?
You can check if you are using the correct email address and password that you registered with.
In case you forgot your password, simply follow the “Forgotten Password?” link on our Sign In page and enter your email address. You will then receive instructions through an email to reset your password.
Still can't sign in? Contact our Customer Care Team via Live Chat and we will be happy to offer assistance.
I have forgotten my password. What can I do?
In case you forgot your password, simply follow the “Forgotten Password?” link on our Sign In page and enter your email address. You will then receive instructions through an email to reset your password.
If you can’t remember the email address you registered with, or if you have problems signing in to your account, please contact our Customer Care Team via Live Chat and we will be happy to offer assistance.
I need more information about the products. What should I do?
We try to give you as much useful information as we can about all our products for an easy and great online shopping experience. We do our best to provide as much product information as we can, which may include:
- A detailed product description
- As many pictures as we can
- Clear ingredients or materials list
- Nutrition or feeding guide
- Sizing guide
- Care instruction
- You could find a section on each product page below the main product image, where you can find the details of the corresponding product.
There's also a link to our size guide of each brand so you can find out the specific measurements for each size.
Where can I find your size guide?
We never want to send you something that doesn't fit properly so we have fit guides available on most of our product pages to help you find the perfect fit, first time!
Where is your size guide displayed?
Just click on the Fit Guide tab on each product page or check out our Dog’s and Cat’s Size Guides for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.
If a fit guide isn't available on a product page, it's because some brands' sizing differs slightly to ours. If you’re unsure about the size of a specific product without a fit guide, please contact our Live Chat for assistance.
The option to view the size guide will vary dependent on what device you're using. Look out for your fit guide recommendation for a better idea of what size you should be looking for.
Why am I being recommended items that are out of stock?
We're sorry if you've been recommended something that's not currently available in stock or in your size. The reason you might be recommended a product as such is so that we can inform you the moment we have new stock available or you can keep browsing and you're sure to find something just as amazing.
Where can I find a list of all the brands you stock?
We are proud to stock a wide range of brands ranging from local to international brands from all over the world.
We’re a one stop shop for many popular accessories, clothing, food, hygiene, and grooming brands.
You can see a full list of all the brands we stock just by navigating to “Brands” in the main navigation menu or by clicking here: Brands.
How can I check out the latest arrivals?
We’ve got a number of ‘Just In’ sections where you can check out all the latest arrivals. Just hover over the ‘Just In’ option at the top of the page and you can browse each of our categories.
You can also take a look at our ‘Be Inspired’ options at each category in the main navigation menu for items that may be of interest to you.
I am worried about buying online?
Rest assured we invest time, resources and money to make sure we have the systems and softwares that protect you and your purchase.
Do I need an account to place an order?
If you would like to shop online without signing up for an account, you can complete your order by selecting the ‘Guest Checkout’ option. After placing an order, we will email you to keep you updated on the status of your order. Once your order has been delivered, you will not receive further communications from us.
We do recommend you create an account to shop with us. It is simple to create an account and to do so allows you to order easily without having to fill in your details every time you shop with us. You will also receive benefits such as reward programme, save your personal details , see your order history as well as your favourite items, regular newsletters, and exclusive discount/promos and special offers.
Join Barkmall now, or you can start shopping straight away and set up your account when you check out, whichever suits you best.
I need help with placing an order. What should I do?
Barkmall.com has been designed with customers ease of use and best shopping experiences in mind.
If you need further assistance in placing orders, please contact our Customer Care team via
Live Chat and we will be happy to offer assistance.
How do I make a purchase?
Shopping at Barkmall website is easy, here's how:
- Browse by brand or category or search to explore
- Select your favourite items and click “Add to Bag”
- Follow the prompts at checkout
Click here to check out Barkmall Rewards Programme.
How do I create an account?
To sign up for a Barkmall account, please visit our Sign-In and Register page, and click on the tab “Create an Account”. Alternatively, you can also create an account from anywhere in our site by simply navigating to the top left corner and hovering with the mouse or clicking-on the “Register” link.
Registered customers will be automatically entitled to participate in Barkmall Rewards Programme and accumulate points for loyalty gifts and redemptions.
Click here to check out Barkmall Rewards Programme.
What is my Wishlist and how does it work?
You can now add products to your Wishlist as you browse, and buy later. When you are happy with your Wishlist, you can check out online or even share it on social media or to your friends and family.
How can I track my order?
For order status and tracking please see our Delivery & Shipping policies and FAQ on our Customer Service page.
Can I cancel or make changes to my order?
Due to the fast-paced nature of our packing process, unfortunately we cannot make any changes once you have placed your order. This includes changing the delivery option, delivery address or payment method. For more information, please see our Delivery & Shipping policies and FAQ on our Customer Service page.
While we are unable to modify or add items to an existing order, we welcome you to place a new order for any additional pieces.
Can I have items sent to someone as a gift?
You can always purchase an item at Barkmall as a gift and have it shipped to the recipient directly. Simply enter the recipient's shipping address at checkout! Alternative, you may purchase Barkmall e-gift card as a gift. Once the e-gift card order is placed, the e-gift card will be sent to the giftee by email.
For more information about where you can purchase a Barkmall Gift Card see here. You might also want to notice the giftee beforehand, so they know to expect a parcel or an e-gift card email!
What payment methods do you accept?
You can choose from a wide range of payment methods to pay for your order. We assure you that your personal data will be kept private and confidential.
Below are the payment methods we accept.
- Visa
- Mastercard
- Google Pay
- Apple Pay
- American Express
What currencies can I pay in?
You can browse and pay in Hong Kong Dollars. We may, in the future, enable browsing and paying in US Dollars and Chinese Yuan, and if we do so US Dollars and Chinese Yuan price will be calculated based on the exchange rate of the day. Please note the price in US Dollars and Chinese Yuan is for your reference only.
To select your currency, use the currency dropdown menu at the top left corner of the webpage.
Upon checkout, you will be charged at Hong Kong Dollars.
What is Barkmall's online security policy?
Your personal data will be kept private and confidential. It will only be shared within our group of companies with your consent or legal permits.
If you are in doubt of any unauthorised use of your card or any other payment method, we recommend you to report the transaction to your payment provider first, and also contact our Customer Care Team via Live Chat.
Please see our Privacy Policy for full information by clicking here.
Does Barkmall offer discount codes?
We may offer from time to time discount codes on a promotional basis. If you are registered to our emails and notifications you should be able to know when a promotional coupon or discount is available.
As part of Barkmall Rewards, we host several promotional events throughout the year, and we also offer redeemable points with which you may be able to redeem products and get rewarded. For more information about our rewards programme, please see our Rewards FAQs.
Why might my payment be declined?
Payments may be declined at the point of purchase or after placing an order. If your order has been declined at Checkout when placing an order, it may be due to insufficient funds or a block placed by your bank. In these instances, contact your card provider for further information about this transaction.
If your order has not cleared our security check, we may decline payment for secure purchasing. For further assistance with declined payments, please contact us at Customer Service or via Live Chat.
Where can I purchase a Barkmall Gift Card?
You can purchase a Barkmall e-Gift Card online. Gift Cards that are purchased online are only available in Hong Kong Dollars and have a maximum amount of HK$5,000. If you would like to purchase a Gift Card with a higher or alternative value, please contact our Customer Service team.
To purchase an e-Gift Card please visit our Gift Card page or navigate to it from the main navigation menu in our site.
Can I get a refund with an e-Gift Card?
Did you buy the e-Gift Card?
If you did, you may be able to cancel your order within 30 minutes of completing it. To cancel your order, contact our Customer Service team through Live Chat.
We may cancel or correct your order for you if it’s because you made a mistake in the recipient’s email address if within the 30 minutes timeframe. We will also do our best to correct a mistake in recipient address after the expired time, but we cannot guarantee that it can be done, for example if someone has already claimed the e-Gift Card.
Did you receive an e-Gift Card?
You’ll need to ask the person who purchased the e-Gift Card as any request needs to be from the account the order was placed from.
What happens if the e-Gift Card I bought hasn’t been received?
It can take up to 24 hours from the time you placed your order for an e-Gift Card to be sent.
If it has been more than 24 hours since you placed your order please ask the recipient to check in their junk mail or spam e-mail folder; if it's not there contact our Customer Care team via Live Chat with the following details and they'll do their best to replace it for you:
- The order number you received when you ordered the e-gift card
- The email address registered to the account the e-gift card was ordered from
- The value of the e-gift card
- The email address the e-gift voucher was sent to
Can you tell me about your online security policy?
Our customers' security is of the utmost importance to us and we're committed to ensuring we keep our customers’ information safe. In order to do this, we perform security checks on some orders. If we're unable to validate your order, we may get in touch to ask for a little more information from you.
Part of our security checks may leave a soft footprint. We don't undertake any credit checks when confirming your order and rest assured these security checks won't affect your credit rating.
In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just get in touch with our Customer Care team.
Are my details safe when ordering online with Barkmall?
We use one of the most robust and secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.
What should I do if I’ve been overcharged for my order?
We're sorry if you've been charged more than you were expecting for your order.
There are a couple of reasons why it may appear you've been charged more than you were expecting:
We charge you in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout then your bank will convert the amount using their exchange rate. Next time you shop with us, click on the currency indicator at the top left corner of any page, then select your currency from the list if it isn't already selected. If there is more than one currency available to you, you'll be able to choose your currency here too. If only one currency is available, the currency will be displayed.
If you've used a promo code or a coupon on your order, the discount may not apply to all of the items in your shopping bag. There are certain exclusions with some promo codes or coupons and you can find these in the T&Cs that would have been included when you received the code.
If you still believe you've been overcharged for you order, then please get in touch with our Customer Care team and we'll look into it further for you.
How much will I be charged for delivery?
Barkmall keep our delivery fees to a minimum. We offer a flat rate online delivery service to your home or offices within most part of Hong Kong.
Our standard delivery fee is $40 up, which will be charged for each order. We offer Free Delivery if you spend over HK$250 in a single transaction.
Free Delivery is not applicable to remote areas and outlaying islands. You will be shown the delivery charge (if any) before you pay at the checkout.
There will also be an additional surcharge for walk-up buildings without lift on a 3rd floor or above at $50 to be handed to our delivery partner or our staff in cash, or otherwise to be prepaid.
For more information about delivery coverage and Fees please refer to our Delivery and Shipping Fees Inquiries at our Customer Service page.
When will I receive my order?
Barkmall aims to deliver your items in the fastest time possible! Once your order is confirmed, we will dispatch your order within 1 working day after your order is accepted.
Typically, we will endeavour to deliver your order as follows:
Fulfilled By Barkmall
Hong Kong Island 1-2 business days
Kowloon 2-3 business days
New Territories 2-3 business days
Fulfilled By Seller*
Hong Kong Island 4-7 business days
Kowloon 4-7 business days
New Territories 4-7 business days
* subject to each seller’s terms and conditions and delivery policy.
International Seller Fulfillment
Hong Kong Island / Kowloon / New Territories: Depend on seller
Subject to each International seller’s terms and conditions and delivery policy.
We only make deliveries in the specified areas of Hong Kong from Monday to Sunday except on the first two days of the Lunar New Year and when typhoon warning signal No. 8 or above or black rainstorm warning is in force.
Please see our Delivery policy for full information by clicking here.
What happens if my delivery is late?
Information about delivery times and how to track your order is available in our Customer Service section. International delivery times are approximate, as there may be some situations which cause delays to your delivery which are out of our control.
What happens if I am not in when my order arrives?
We will send you a confirmation email as soon as your order is accepted and we will call you before your order is dispatched.
However, we understand you may not be home to receive delivery of your merchandise. You may provide us with drop-off instructions if and where possible during or after checkout, and our delivery partner or staff will do their best endeavours to consider such delivery instructions, for example to leave the delivery by the front door or at your building’s management office. Your delivery may be rescheduled if you are unable to receive such in person.
Please see our Delivery policy for full information by clicking here.
Can I track my order?
Tracking may be available on some delivery services depending on each merchant’s courier services as well as our own and may change from item to item. You can always see the status of your order in your Account under Orders & Returns where ‘Status’ is indicated. You can also press on the tooltip mark to have further information.
For more information, please see the Delivery & Shipping section in our Customer Service page.
I am missing an item from my order, what do I do?
We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
- If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
- You can also check if your order has been split into more than parcel by logging into 'My Account' and checking my orders and the status.
- If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
For more information, please see our After-sales services.
Can I have my parcel redirect to a different address?
For your security we aren't able to change the address your order is being sent to once an order has already been made. Don't worry – if you're not in when a delivery is attempted our carrier will leave a message advising how to arrange a redelivery or where you can pick up your parcel.
If you wish to set a different delivery address, you can do so from your Account and in your Address Book and you must choose your preferred delivery address when you are checking-out.
Will my parcel be charged customs and import charges?
Whilst this may occur only if you are ordering from an international merchant, in most cases any customs or import duties are ordinarily covered by the merchant. You are still required to carefully read the terms and conditions of each merchant from which you make a purchase.
In some cases you may be charged for handling fees and taxes as your order passes through. Customs. Any charges on a parcel must be paid by the person receiving the parcel (which applies to retail & wholesale customers).
For more information about Deliveries please refer to our Customer Service page.
What is Barkmall's return and refund policy?
We want you to be able to buy with confidence. That is why we are happy to offer refunds or exchange if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within seven (7) days from receipt along with proof of purchase. Some merchants may require the item to be returned within a shorter or longer period, depending on each merchant’s terms and conditions.
Merchandise may be returned or exchanged within seven (7) days of receipt if the merchandise you ordered are faulty, defective or damaged (with no fault on your part), or the merchandise is not what you ordered, or the delivery is of an incorrect quantity, provided that you return the product in saleable condition.
Once the product has been received, inspected and approved by Barkmall team, we will credit the returned product value or refund the payment fee to the payment option you used in checkout (please note that shipping fee cannot be refunded). If we issued Barkmall dollars to you, those can be used for your next purchase.
For more information about our Returns and Refund policies please see Returns & After-sales Services and our General Terms and Conditions.
How do I return items to Barkmall?
Returning a barkmall.com order is easy. Just fill in your returns form and use the returns label sent out with your delivery. This will help us identify your order. Alternatively, you can simply contact our Customer Care team via Live Chat and either Barkmall or the merchant will arrange a free pick up at the delivery address within a limited period specified by the merchant.
For more information about our Returns and Refund policies please see Returns & After-sales Services and our General Terms and Conditions.
I receive a faulty or incorrect item in my order, what do I do?
We take quality control very seriously, but on rare occasions there may be mistakes or accidents. We are sorry that happened, and we would like to make it up for you!
As soon as you discover a fault, please contact our Customer Care team via Live Chat with the following information:
- The order number
- The faulty item’s name and number
- A description of the fault
- Images or other information demonstrating the fault
What items are non-returnable / non-refundable?
Please see our Returns Policy in our General Terms and Conditions.
Will I get refunded the delivery charge when I return an item?
While we offer returns for faulty, defective or damaged merchandise, the original delivery charge paid will not be included in your refund.
Please see our Refunds and Returns policy for full information by clicking here.
How do I prepare my return?
Make sure that the product you return is exactly in the same condition and packaging as it was when it was delivered to you. Prepare your receipt and order information along with any other information which may be required from you depending on each case as you are informed by our Customer Care team. Make sure that the original parcel is unsealed so our courier can double-check the contents.
When will I receive my refund?
Once we have received your item, and provided it has been inspected and approved as a return, you will be refunded with Bark Dollar. It takes within 5 working days.
such occurs or if you notice any delay in receipt of a refund, please do not hesitate to contact our Customer Service team via Live Chat.
Can I get a refund if the price has changed since I ordered it?
As online business our, and our merchants’, prices change in response to market trends, stock and demand from customers. With this in mind, we will not be able to refund the difference.
Does Barkmall have any reward or loyalty program?
Offering exceptional benefits, Barkmall has a rewards programme that has been designed to enhance your shopping experience and benefits our registered members with loyalty points for redemptions.
Sign up today to earn points as you spend. Want to know more? Here are our Rewards FAQs.
Are Barkmall items authentic?
All items at Barkmall are expertly curated and handpicked from reputable suppliers. We strive to ensure that every item is genuine and authentic. We do not source and stock counterfeit products. If you suspect any product you received is counterfeited please report it to us immediately here so we can take corrective action.
Do you sell the product I am looking for?
To find a particular product, you can use our search box, browse by brand or category from the main navigation menu, or contact our Customer Care team via Live Chat and we will be happy to offer assistance.
How do I contact Barkmall Customer Care Team?
Contact our Customer Care team via Live Chat or you may contact us through Barkmall Customer Service Email: customercare@barkmall.com.
Hey pet-parents! Welcome to the Barkmall Rewards Programme. From now on, upon joining the programme you will get rewarded for every purchase you make (yes, really, we made it pawssible). It’s our way of showing how much we appreciate you and your dedication to your furry loved ones. The more you spend the more you earn, it’s a win win situation! You can earn points for a number of activities, such as referring friends, following us on social, and so much more. The Points can be used to earn discounts or redeeming rewards.
The rewards programme has three membership levels. The higher the membership level is, the more benefits and redeemable gifts and exclusive promotions we offer.
You can become a Bark rewards member once you register an account. For more information on membership benefits, please see our Reward Page by clicking here.
How do I join?
To sign up for a Barkmall account, please visit our Sign-In and Register page, and click on the tab “Create an Account”. Alternatively, you can also create an account from anywhere in our site by simply navigating to the top left corner and hovering with the mouse or clicking-on the “Register” link.
How do I earn points?
How do I view my point balance?
How do I redeem my points for rewards?
Is there a limit to the number of points I can earn?
Does my Barkmall Rewards tier ever change?
What do the 'approved', 'pending' and 'cancelled' statuses mean?
Pending: These points are on hold until those are verified before you can redeem them. This typically applies to purchases and referrals. In 7 days, you should be able to see these points as approved.
Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled).
What happens if a friend I refer cancels or returns their order?
Why did my account balance go down?
How do I get points for following on social media?
I completed an activity but didn't earn points!
Can I use my points during checkout?
How do I leave the program?
What happens if I leave and decide to join again?
How can I share my referral URL?
How can I buy a Barkmall Gift Card?
You can purchase Gift Cards with a value of HKD100, HKD500 or HKD1000.
Gift cards of the order will be automatically fulfilled. "Your gift card is ready!" email will be received.
Can I purchase another Barkmall Gift Card with a current one ?
How can I use my Barkmall Gift Card for my online purchase?
Can I use multiple Gift Cards in a single transaction?
Can I reuse the remaining balance of gift card again in next purchase?
Can I use a Gift Card to purchase items on sale?
You can purchase anything (including sale products) on Barkmall using the discount code, except gift cards.
However, you cannot use the gift card discount code with other promotion codes.