一、線上交易相關問題 / Online Transactions

Q1：如何下單購買？
How do I place an order?
A：您可以在瀏覽商品頁面後，選擇喜愛的香調與合適的容量，點擊「加入購物車」。確認數量後，進入結帳頁面填寫收貨資訊並選擇付款方式，完成付款後即訂單成立。
A: After browsing the product page, select your favourite fragrance note and the appropriate size, then click "Add to Cart". Confirm the quantity, proceed to the checkout page to fill in your delivery information and choose a payment method. Your order will be confirmed once payment is completed.

Q2：有哪些付款方式？
What payment methods are available?
A：我們提供第三方支付（如 PayMe, 轉數快 FPS）、轉帳付款等多種選擇，所有交易均通過加密安全通道處理，確保您的支付資訊安全。
A: We offer various payment options including third-party payments (e.g., PayMe, FPS) and bank transfer. All transactions are processed through encrypted secure channels to ensure the safety of your payment information.

Q3：運費如何計算？支援哪些地區？
How is shipping calculated? Which regions do you support?
A：單筆訂單滿 500 元即享免運優惠，未達門檻則運費依地區與重量計算。目前我們支援全港配送。其他地區訂單（如中國大陸、台灣及歐美國家）暫時未能透過官網訂購，請以Instagram/Whatsapp/電郵聯繫我們。
A: Orders of HKD 500 or more enjoy free shipping. For orders below this threshold, shipping fees are calculated based on region and weight. We currently support delivery throughout Hong Kong. Orders to other regions (such as Mainland China, Taiwan, Europe, and the United States) cannot be placed directly through the official website at the moment. Please contact us via Instagram/WhatsApp/email for assistance.

Q4：如何查詢訂單狀態？
How can I check my order status?
A：訂單成立後，系統將發送確認郵件及訂單編號。您可隨時登入網站帳戶，在「我的訂單」中查詢處理進度。發貨後，您可以點擊物流追蹤連結，即時查看包裹位置。
A: After your order is confirmed, the system will send a confirmation email with your order number. You can log into your website account at any time to check the processing progress under "My Orders". Once shipped, you can click the logistics tracking link to view the parcel's location in real-time.

Q5：收到商品有問題怎麼辦？（破損/漏液/發錯貨）
What should I do if there is a problem with the product I received? (Damaged/Leaking/Wrong Item)
A：若商品在運送過程中出現破損、漏液或寄送錯誤，請於收貨後7天內，將商品連同問題部位清晰拍照，並附上訂單編號，透過客服電郵或WhatsApp聯絡我們。我們將核實情況後，盡快為您安排換貨或退款。
A: If the product is damaged, leaking, or the wrong item was sent during delivery, please contact us via customer service email or WhatsApp within 7 days of receipt. Provide clear photos of the product and the problematic area, along with your order number. We will verify the situation and arrange an exchange or refund for you as soon as possible.

Q6：可以修改或取消訂單嗎？
Can I modify or cancel my order?
A：訂單成立後1小時內，若尚未進入揀貨流程，您可以聯繫客服申請修改或取消。一旦訂單狀態變為「處理中」，我們將無法為您更改。請您下單時仔細核對商品資訊與收貨地址。
A: You may contact customer service to request modifications or cancellations within 1 hour of order confirmation, provided the order has not yet entered the picking process. Once the order status changes to "Processing", we will be unable to make changes. Please double-check your product information and delivery address when placing your order.

Q7：網站購物安全嗎？我的個人資料會被保密嗎？
Is shopping on the website safe? Will my personal data be kept confidential?
A：NAME ONE 官網採用SSL加密技術，確保您傳輸的個人及支付資訊絕對安全。我們嚴格遵守隱私權保護政策，絕不會將您的資料出售、交換或透露給第三方無關機構。
A: The NAME ONE official website uses SSL encryption technology to ensure the absolute security of your transmitted personal and payment information. We strictly adhere to privacy protection policies and will never sell, exchange, or disclose your data to unrelated third parties.

二、香氛產品相關問題 / Fragrance Products

Q1：NAME ONE 的香水成分是否安全？
Are the ingredients in NAME ONE perfumes safe?
A：我們所有產品均採用國際認可的香氛原料，嚴格符合IFRA（國際香精協會）安全標準。產品上市前均通過皮膚敏感測試，確保使用安心。完整成分表可於各產品頁面查看。
A: All our products use internationally recognised fragrance ingredients and strictly comply with IFRA (International Fragrance Association) safety standards. Products undergo skin sensitivity testing before market release to ensure safe use. Complete ingredient lists can be viewed on each product page.

Q2：我是香水新手，如何選擇適合自己的香調？
I'm new to perfume. How do I choose a fragrance note that suits me?
A：建議您參考以下簡單指南：
喜好清新自然感：可從柑橘調（如檸檬、佛手柑）、茶香調入手。
偏愛甜美優雅：花香調（如玫瑰、茉莉）、果香調是不錯的選擇。
追求溫暖沉穩：建議嘗試木質調（如雪松、檀香）、東方調或麝香調。
A: We suggest referring to this simple guide:
If you prefer a fresh and natural feel: Start with citrus notes (e.g., lemon, bergamot) or tea notes.
If you favour sweetness and elegance: Floral notes (e.g., rose, jasmine) or fruity notes are good choices.
If you seek warmth and depth: We recommend trying woody notes (e.g., cedarwood, sandalwood), oriental notes, or musk notes.

Q3：香水的保存期限是多久？如何正確保存？
What is the shelf life of perfume? How should it be stored correctly?
A：未開封的香水在適當環境下可保存3-5年，開封後建議在1-2年內使用完畢，以獲得最佳香氣體驗。請將香水存放於陰涼乾燥處，避免陽光直射、高溫潮濕（如浴室），這有助於保持香調穩定。
A: Unopened perfume can be stored for 3-5 years under suitable conditions. After opening, it is recommended to use it within 1-2 years for the best fragrance experience. Please store perfume in a cool, dry place, avoiding direct sunlight, high temperatures, and humidity (e.g., bathrooms), as this helps maintain the stability of the fragrance notes.

Q4：為什麼我聞到的香水味道和別人形容的/和之前聞的不一樣？
Why does the perfume smell different to me than how others describe it, or different from when I smelled it before?
A：香水的表現會因個人膚質（如酸鹼度、油脂）、體溫、甚至飲食和荷爾蒙而產生微妙差異，這是非常正常的現象。同一款香水在不同人身上會演繹出獨特風貌，這也是香水的魅力所在。
A: The performance of a perfume can vary subtly due to individual skin characteristics (such as pH level, oils), body temperature, and even diet and hormones. This is a very normal phenomenon. The same perfume can present a unique character on different people, which is part of the charm of fragrance.

Q5：能否提供客製化服務？例如調配專屬香味。
Do you offer customisation services? For example, creating a bespoke scent.
A：目前我們提供「錨射刻名」服務，您可以在香水瓶蓋上添加收禮人的英文姓名縮寫或一句簡短祝福。關於完全客製化的私人調香服務，請透過WhatsApp或Instagram查詢。企業禮品採購需求，請另洽客服信箱或以WhatsApp聯繫我們。
A: We currently offer "Laser Engraving" service, where you can add the recipient's English initials or a short blessing message on the perfume bottle cap. For inquiries about fully bespoke private fragrance blending services, please contact us via WhatsApp or Instagram. For corporate gift procurement needs, please contact our customer service email or WhatsApp separately.

Q6：試香後若不喜歡，可以退換嗎？
If I don't like the scent after sampling, can I return or exchange it?
A：基於衛生與安全考量，已拆封使用過的正裝香水恕不退換。
A: Due to hygiene and safety considerations, opened and used full-size perfumes cannot be returned or exchanged.

三、售後服務與其他 / After-Sales Service & Others

Q1：商品是否提供禮品包裝？
Do products come with gift packaging?
A：是的！每支香水都有獨立的包裝盒，我們亦會付上品牌紙袋以便客人有送禮需要。
A: Yes! Each perfume comes in its own individual packaging box, and we also include a branded paper bag for customers who need it for gifting purposes.

Q2：可以指定送貨時間嗎？
Can I specify a delivery time?
A：具體的配送時段由物流夥伴根據當日路線安排，恕無法精確指定。若有特殊需求（如特定日期送達），請務必提前下單並在「訂單備註」中說明，我們將盡力協調。
A: Specific delivery time slots are arranged by our logistics partners based on daily routes, and we cannot precisely specify them. If you have special requirements (e.g., delivery on a specific date), please be sure to place your order in advance and state it in the "Order Notes". We will do our best to accommodate.

Q3：網站購買的香水與線下品質一致嗎？
Is the quality of perfumes purchased on the website the same as those offline?
A：NAME ONE 所有官方銷售渠道，包括官網、品牌專櫃及授權合作寄賣店，產品均為我們獨立的調香工作室出品，品質完全一致，請您放心選購。
A: All NAME ONE official sales channels, including the official website, brand counters, and authorised consignment partners, sell products from our independent perfumery studio. The quality is completely consistent, so you can shop with confidence.

Q4：如何成為會員？有哪些優惠？
How do I become a member? What benefits are there?
A：首次在官網購物的顧客將自動註冊為會員。會員享新品優先試用資格以及會員日獨家優惠，更多詳情敬請留意更新。
A: Customers shopping on the official website for the first time will be automatically registered as members. Members enjoy priority access to try new products and exclusive offers on member days. Please stay tuned for more details and updates.

Q5：產品有庫存嗎？顯示「缺貨」的商品何時會補貨？
Are products in stock? When will items showing "Out of Stock" be restocked?
A：網站庫存為即時更新。若商品顯示「缺貨」，您可以先向客服查詢，我們會盡快安排補貨。
A: Website inventory is updated in real-time. If a product shows "Out of Stock", you can inquire with customer service first. We will arrange restocking as soon as possible.

若以上問答未能解決您的疑惑，歡迎隨時透過以下方式聯絡我們：
If the above Q&A does not resolve your query, please feel free to contact us via the following methods:

客服信箱 / Customer Service Email: nameone2023@gmail.com
Instagram 官方帳號 / Official Instagram Account: @nameonehk
客服時間 / Customer Service Hours: 週一至週五 10:00-18:00（節假日除外）/ Monday to Friday 10:00-18:00 (Except public holidays)

我們承諾在24小時內回覆您的每一則訊息。感謝您對 NAME ONE 的喜愛與支持！
We promise to reply to every message within 24 hours. Thank you for your love and support of NAME ONE!