Q&A Questions

Warranty

1. How long is the product warranty?

General products such as Nakamichi can enjoy a 12-month functional warranty from the date of purchase (unless otherwise specified).

2. Can I still enjoy a free warranty if I lost my receipt?

Warranty coverage begins on the date you purchase the product. Please keep the original sales invoice or receipt, along with the warranty sticker, to enjoy the warranty. Without an invoice or a receipt, the warranty will not be effective.

3. Where can I find the Repair & Customer Service Centre?

We’re here to help with product servicing and support.
To schedule a repair appointment, simply send us a WhatsApp message at 9200 2064, and our team will get back to you during office hours.

DCH Electrical Appliance Service Centre
(Servicing small appliances and audio products)
4/F, Dah Chong Hong Group Building,
20 Kai Cheung Road, Kowloon Bay, Hong Kong

4. What are the service centre’s operating hours?

We’re open from:

Monday – Friday: 9:30 AM – 6:00 PM

Saturday: 9:00 AM – 1:00 PM

(Closed on Sundays and Public Holidays)

5. How long does it take to repair the product?

The product repair time depends on the product's condition of damage. Generally, it takes 2-3 weeks for inspection and repair. After the repair is completed, the customer will be notified.

Payment

1. What are the payment methods available?

We accept VISA, MASTERCARD, PayPal, UnionPay, PayMe, Apple Pay, and Alipay HK. Regarding the Terms of Use of Nakamichi, please read our 《Terms and Conditions 》 in detail.

2. Is the payment secure?

To provide a safe and reliable online shopping service, our website employs the Internet’s Transport Layer Security (TLS) technology. It encrypts your personal information, including your credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

3. Why do I need to enter a Card Verification Code when checking out with a credit card?

If you see a 3-D SECURE verification page during payment, it means your credit card issuer provides 3-D SECURE service, such as Verified by Visa™, MasterCard SecureCode™, and J-Secure. Therefore, you will have to enter a password to complete payment while using a credit card as a payment method. This extra process helps protect your credit card from unauthorized online use, giving you extra protection when shopping online.

4. Is a payment installment available?

We are sorry that we do not accept payment by installments.

Delivery

1. What are the delivery options？

Nakamichi offers different delivery options：

1. SF Locker pick up ( Not applicable for large products)
2. Commercial/residential delivery (via SF Express)
3. SF Station pick up

2. Can I change the delivery address for a confirmed order？

Sorry, you cannot change the address for a confirmed order by yourself. If you wish to change the address, please contact our Customer Service via WhatsApp 9200 2064 (No calling service) for assistance.

3. Can my order be delivered to the SF Locker within a specific time slot？

The locker Pick-up service does not provide any time slot selection; your order will arrive at the locker within the next 4-7 working days (subject to locker capacity). You can pick it up anytime once you receive an SMS / SFHK App notification containing the locker's password within 48 hours for SF Lockers. The first 24 hours the free of charge. You are subjected to a service charge of HKD 10 for every 24-hour delay, payable to SF Express upon collection. All collected service charges will be fully donated for charitable purposes without any cost deduction.

4. Can I pick up my SF Locker or SF Store order as soon as I placed it？

Since the delivery takes time, please pick up the order after you receive an SMS/ SFHK App notification. It generally takes around 4-7 working days (subject to the capacity of the locker and store) for the order to be available for pick-up.

5. Can I pick up my locker order 24/7？

Opening hours vary from locker to locker. Please view the full list of locker locations and opening hours here.

6. What should I do if I have not received/lost my locker password？

Due to security reasons, the locker password will only be sent to the specific phone number entered upon order confirmation. Please check your SMS inbox, if you are unable to find it, please contact our Customer Service via WhatsApp 9200 2064 (No calling).

Returns

1. Is the order refundable or returnable?

Once the order has been paid for, exchange or refund will not be accepted. Please confirm your order is correct before checkout.

2. Is it able to exchange if I purchase the wrong product？

Sorry, unless the product does not meet the quality control, we do not accept exchange or refund.

3. Is all the product able to be exchanged？

For small products such as Bluetooth earphones, wireless speakers, if it is determined as non-repairable after inspection, we will offer a replacement for the same model. If the same model is sold out or no longer available for replacement, we will arrange a replacement with a similar or the same price (or below) model for you. We will contact the customer before arranging the replacement.

4. How long is the replacement process?

Once the product has a problem that is non-repairable after inspection, the replacement process normally takes 3-5 working days.

Bluetooth Earphones

1. Why can't I connect with the Bluetooth earphones?

If you cannot connect the Bluetooth earphones, you can follow the procedure below to reconnect the Bluetooth:

- Cancel the connection between your phone and NAKAMICHI earphones, turn off Bluetooth on your phone
- Turn on Bluetooth from your phone and reconnect NAKAMICHI
- Press the left and right surfaces on the earphones with both hands, for around 10 seconds, wait yfor our phone to show the earphones model
- Press the button to connect the phone

2. Why do the earphones only have sound on one side?

This may be due to the earphones not connecting correctly. Please try to long press left/right earphones and reconnecting.

3. Why do the new earphones only use a while and then no more battery?

The charging case does not have enough battery to charge the earphones. We recommend charging the charging case first and then charging the earphones. Please follow the procedure below for charging:

- Please charge the charging case first, put the earphones in the charging case, and the light on the earphones will flash while charging
- After connecting the earphones with your phone, you can check the earphone battery to confirm whether it is full or not on your phone
- If the battery shows full battery, but the problem persists, please reset your earphones
- Or please change to another phone to try again

4. Why do my earphones have echoes while calling?

Usually, due to environmental interference caused by or distance between the earphones and the mobile is too far, we recommend changing locations or reducing the distance between the earphones and devices.