Frequently Asked Questions

Login: Begin by logging into your MoneyBack Account.

Product Search: Easily find products by entering keywords or exploring the category menu. For tailored recommendations or any purchase-related queries, you are advised to check our buying guides or connect with our Chat & Buy Specialists. We're here to assist you!

Cart Addition: Add the desired products to your shopping cart. We highly recommend adding the Easy Replacement Service to your products. With this add-on, if the product encounters electrical or mechanical failure within a specified period, you can use 70% of the original product's purchase price to upgrade to a brand-new product of the same type through the Easy Replacement Service. Click here to learn more.

Offers & Coupons: On the shopping cart page, you can apply coupon or select special discounts, including those for banks, students, or corporate pricing. See current promotions here.

Delivery & Date: Choose between home delivery (FREE on orders over HK$500, HK$350 for VIPs) or store pickup (FREE for all orders). Select your preferred delivery or pickup date^. ^Dates may change with prior notice.

The product you have selected may be out of stock or sold out, which is why you are unable to add it to the shopping cart. If the issue is still not resolved, please contact our Smart Customer Services Assistant and provide the following information for follow-up:

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

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

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

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

* If you have lost your receipt and want to request a replacement. Please provide the following information to our Smart Customer Services Assistant for request the reissue of the invoice :

1. Date of the purchase
2. Branch of your purchase
3. Brand and model of the product
4. Serial No. of the product (for mobile phone/ notebook, please provide the IMEI No.)
5. Amount of the purchase
6. Mobile phone number (for delivery arrangement)
7. Membership number (for earning MoneyBack Points)
8. Which store will you collect the receipt

If the information provided does not match with our record or is insufficient for verification, we may not be able to reissue the invoice you requested.

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

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

We support a wide range of payment methods: VISA, MasterCard, American Express, Union Pay, Tap & Go, PayMe, Alipay, WeChat Pay, Octopus, Apple Pay, Google Pay and installment payment (Available only to Fortress Stores only). At checkout, you can also redeem MoneyBack points as cash or apply eVouchers.

For more information, please visit: https://www.fortress.com.hk/en/payment

You can reference to the following steps:

Adding a Credit Card:

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

Removing Credit Card Records:

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

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

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

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

For details, please refer Terms and Conditions for MoneyBack Program

If you experience unsuccessful payment, or if your order was not created or was duplicated after payment, please refer to the following:

1. Unsuccessful Payment

   If you clicked the back button during the payment process, it is possible that the payment flow was not completed. You can check your order history for an order number starting with "FTRHK" followed by 9 digits (e.g., FTRHK123456789).

2. Order Not Created

   If you notice an order number starting with "FTRHK" followed by 9 digits after payment, please check your email within 5-10 minutes to see if you have received an order confirmation email from Fortress. The order number in the confirmation email will start with 7770 and have 7 digits (e.g., 7770/1234567).
   If you have not received the confirmation email, we recommend that you place a new order for your desired item.

3. Order Duplicated

   If you have received more than one confirmation email with different order numbers, please contact our customer service team for assistance.

4. Refund Arrangement

   For credit card payments, including but not limited to VISA, MASTER, AE, etc., the bank will only have a hold on the credit limit and the actual transaction will not be processed. In general, the issuing bank will restore the credited amount within 7-10 business days.
   For electronic payments, including but not limited to PayMe, WeChat Pay, AlipayHK, etc., the refund will be made back to the payment platform account within 2-4 weeks.
   For Moneyback points, the refund will be made back to your Moneyback account within 7-14 business days.
   For electronic vouchers, the refund will be made back to your Fortress account on the same day.
   If you have not received your refund after the expected period, or if you encounter any of the above issues, please contact our Smart Customer Services Assistant and provide the following information for follow-up:

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