Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
About super e membership
Q
How can I become a super e member?
You can apply for free super e membership by submitting online application form and download the electronic membership card from city’super HK APP. Applicants must be aged 18 or above.
Q
How to become a super e-gold member?
super e members with an accumulated net spending of HK$30,000 within 12 months from the date of membership commencement (i.e. before the anniversary date) can upgrade to super e-gold membership.
Q
How long is the validity period of super e membership?
A super e membership will expire automatically if there is no purchase record within 36 months from the date of membership commencement or last transaction date, and any unused stored value in the card will be forfeited automatically. super e-gold membership is valid for 12 months. It will be renewed for another year upon an accumulated net spending of HK$30,000 within the effective period.
Q
If my accumulated spending record exceeds HK$60,000, can I upgrade or renew my super e-gold membership for more than one year?
The accumulated spending record is counted on a yearly basis. Upon reaching the yearly anniversary date, the accumulated spending record of any membership type will be reset to zero. Therefore, the validity period of the super e-gold membership (either by upgrade or renewal) is limited to one year.
Q
What are the benefits for super e and super e–gold membership?
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. super e members can receive a HK$50 eCoupon for every 2,000 points accumulated in a year. One HK$50 eCoupon can be used for each HK$200 spent at city’super, LOG-ON or cookedDeli stores, two HK$50 eCoupons for each HK$400 spent, and so on. Combined receipts will not be accepted; while super e-gold members can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. There is no limit on the number of eCoupons or reward eCoins a member can earn.
super e-gold members are also entitled to exclusive discount offers – enjoy 3% off on all items and 10% off at affiliated merchants. Terms and conditions apply. For details, please visit https://online.citysuper.com.hk/pages/loyalty-program.
Q
How can I check the stored value in my membership card?
super e members can check the stored value in the membership card through the following ways
Q
When will the stored value expire?
The stored value shares the same validity period as the membership. When a membership expires, the stored value will be forfeited immediately and automatically.
Q
How can I top up my membership card? Is there any restriction on the stored value and top-up value?
You can top up your card at any Customer Service Counter or Cashier. A maximum value of HK$3,000 can be stored in the card. A minimum top-up value of HK$100 is required per transaction and the amount should be in multiples of HK$100.
Q
How can I check my anniversary date?
You can check your anniversary date through the following ways
Q
Can I use the mobile / email address of an expired super e account?
The registered mobile address can be used again after expired for one month.
Q
When will super e-gold year-round discounts and privileges be changed?
These will be reviewed periodically in order to present a fresh new gold eXPERIENCE custom-crafted for your distinguished lifestyle. super e-gold members are entitled to various privileges, including year-round discounts, birthday gifts, priority phone ordering service, exclusive reward redemption, a free tasting of seasonal delicacies at Amazing Food Hall in Times Square, complementary gourmet workshops featuring seasonal items, and free cooking classes for birthday month and next month of membership anniversary.
Manage my super e account
Q
How can I update my personal data?
super e members can update their personal data through the following ways (except for Birthday Information and Residential Address)
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288 ;or
- Go to "Update Personal Data" section on the city'super HK App; or
- Login to your profile at www.citysuper.com; or
- Email to contact@citysuper.com
Q
How will my personal data be used?
Your personal data will help us provide you with more customized offers and keep you informed with the products or activities that will be of interest to you. Please note that you will receive any of these information if you have chosen to receive any promotional message from us.
Q
How can I update my Month of Birth and Residential Address?
Your Month of Birth and Residential Address are based on the information provided at the time of registration. They will not be shown on the "Personal Data" section on the city'super HK App due to security reasons. To change, please visit any Customer Service Counter or call the Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288.
Q
What should I do if I forgot my login password?
You need to reset your password. Please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing a URL; follow the instructions there to reset your password. Reminder: The URL is valid for 6 hours. If you do not reset your password within that time, you will need to re-submit your "Forgot Password" request.
Q
What should I do if I forgot my registered email address?
Please contact our Customer Service Counter or call our Customer Service Hotline at 27363866 / super e-gold Priority Service Hotline at 22773288.
Q
What should I do if my membership account is locked?
To protect your privacy, your account will be locked after 5 invalid login attempts. To unlock your account, please click on "Forgot Password" on the login page of the city'super HK App or member site, and fill in your registered email address. Our system will automatically send you an email containing instructions to reset your password, which will unlock your account.
Q
What should I do if I do not receive the email to reset password?
Please check your inbox folder as well as the junk folder. If such email is not received, please contact our Customer Service Counter or call our Customer Service Hotline at 27363866 / super e-gold Priority Service Hotline at 22773288.
Q
How is my personal data protected?
City Super Limited (CSL) is committed to safeguarding the privacy of customers in accordance to the Hong Kong Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. When you register as a super e member, the information provided is automatically submitted to CSL. All personal data are for internal use only. After receiving your consent to use your personal data, we will keep you abreast of new products, special offers and other special promotions at city'super. For details, please refer to https://online.citysuper.com.hk/pages/privacy-policy-statement-pps.
Q
What should I do if I do not receive the mobile phone verification code while I'm registering as super e member?
Please double check if the mobile phone number that you entered is correct. A SMS message with verification code will be sent to your mobile phone immediately. If you still haven't received the SMS message in 3 minutes, you can click 'Re-send'. If you need further help, please contact us.
Q
When registering a super e member, I found that the member registration could not be completed without my country code. What should I do?
Since the verification code SMS will only be sent to the area codes 852, 853, 86 and 886, the verification code SMS cannot be sent from other countries’ area codes, please visit our stores to register as a super e member. If you need further help, please contact us.
Use of membership card and city'super HK App
Q
How can I download the "city'super HK" Mobile App?
You can download the "city'super HK" Mobile App on App store / Google Play by searching "city'super HK" on mobile devices. The Mobile App supports devices using iOS 8.0 or above, and Android 4.1 or above.
Q
How can I get the electronic membership card?
After successful registration as a super e member, you can download the city'super HK App at App Store / Google Play and login to get your electronic membership card.
Q
How can I apply for a physical membership card?
super e members can pay an administration fee of HK$40 to apply for a physical membership card, while super e-gold members can apply for a physical membership card free-of-charge at the Customer Service Counter during membership upgrade.
Q
How can I pay and earn loyalty points with my electronic membership card?
Please present your electronic membership card before checkout. Our Cashier staff will scan the QR code or barcode and the loyalty points will be credited automatically to your account. Your spending record will also be updated.
If you are using QR code, you can also pay by the stored value in your card to enjoy an even more convenient shopping experience!
Q
What should I do if my electronic membership card does not have enough stored value to pay the full transaction amount?
You can pay partially with the stored value and the rest by cash, credit card, EPS or Octopus. (Except city'super Private Label Card and CODE Card)
Q
Can I have the stored value refunded or transferred to other membership card?
The stored value in your membership card cannot be refunded, transferred, or exchanged for cash.
Q
Why is my electronic membership card being declined?
For security reasons, the QR Code or barcode on your electronic membership card is only valid for a limited time. If an invalid message appears or a payment timeout occurs, please tap "Refresh" to refresh the code.
Q
Can I use my membership card at city'super stores in Taiwan and Shanghai?
Your membership card is only applicable for use at city'super, LOG-ON and cookedDeli stores in Hong Kong.
Q
Can I claim the loyalty points at a later time if I forgot to bring my membership card?
Before checkout, please go to the Customer Service Counter for identity verification and collect a Member Record Card / Barcode if you forgot to bring your membership card. This serves as a record of your spending and the loyalty points you earn. Any claim request of loyalty points after the transaction is made will not be entertained.
Q
Why is my electronic membership card showing barcode instead of QR code?
The barcode will show when your mobile network is unstable. The offline membership card will show your membership ID that was captured from the last time you successfully logged in. Loyalty points and your spending record will be updated automatically in your account.
To protect your benefits, you cannot use any stored value or eCoupon in transaction using the offline electronic membership card.
Q
What should I do if there is potential unauthorized use of my card as a result of my membership card or mobile phone being lost or stolen?
You should report the lost at any Customer Service Counter or call our Customer Service Hotline at 27323866 / super e-gold Priority Service Hotline at 22773288. Your electronic membership card and physical membership card (if any) will then be terminated, and any stored value and loyalty point in the card will be frozen immediately. The stored value and loyalty point balance will only be transferred to your new membership account until it is set up and logged in. You can pay an administration fee of HK$40 at any Customer Service Counter for re-issuance of a physical membership card.
Q
Can I use the city'super HK App on multiple devices at the same time?
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
Q
Why does the city'super HK App log out automatically?
For security reasons you cannot login to the city'super HK App on multiple devices at the same time. If you log into your account using a second device, the first device you logged into the account with will be logged out.
Q
What should I do if I cannot download or open the city'super HK App?
Please follow these instructions if you cannot download the app:
- Check your device to see if it supports the version of iOS or Android required for the city'super HK app
- Check the network connection, ensuring that your device is connected to the internet & reboot your device
- Check your device has more than 100MB of storage available
- Make sure the Download Manager is turned on (Android only)
Please follow these instructions if you cannot open the app:
- Reboot your device
- Delete the city'super HK app and reinstall the latest version of the app from the App Store or Google Play Store
Loyalty point and accumulated spending
Q
Will my loyalty point and spending records be updated immediately?
Your loyalty point and spending records will be updated within 36 hours after a purchase is made (except designated promotional offers).
Q
What is the definition of Accumulated Spending, as shown on the spending record?
Accumulated Spending refers to your total net spending before the anniversary of your membership, i.e. a period of 12 months from the date your membership started. super e-gold membership renewals and upgrades are calculated using your Accumulated Spending. You can check your anniversary date through the following ways
- Use the city'super HK App; or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call our Customer Service Hotline at 2732 3866 / super e-gold Priority Service Hotline at 2277 3288 ; or
- Check with our Customer Service Counter staff
Q
How can I earn loyalty points and accumulated spending?
super e and super e-gold members can earn 1 loyalty point for every HK$1 spent. Purchases of city'super Gift Card or Shopping Voucher, stored value top-up, delivery charge and gift wrapping charge are not eligible for loyalty points or accumulated spending.
Q
How can I check my spending or loyalty point records?
You can check your spending or loyalty point records through the following ways
- Tap the "Spending and Loyalty Point Record" on your electronic membership card. The last 10 purchase transactions (excluding returns or refunds) at city'super, LOG-ON and cookedDeli stores as well as the official eShop will be shown. Loyalty point is accumulated on a daily basis, and those earned on the last 10 days from spending at city'super, LOG-ON and cookedDeli stores as well as the official eShop will be shown (excluding loyalty point adjustments as a result of returns, refunds, expired loyalty point or redeem of Reward eCoupon); or
- Login to member site; or
- Check the balance record as shown on the receipt; or
- Call Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288 ; or
- Ask our Customer Service staff
Q
What will happen to the loyalty points earned after a return or refund is arranged?
If you cancel a transaction or arrange a refund, the loyalty points earned for that transaction will be deducted automatically, including extra bonus points earned in designated promotional offers.
Q
What should I do if there is discrepancy between the spending amount and loyalty points earned?
eCoupon
Q
What is eCoupon?
Redeem automatically according to the loyalty points earned from spending at city'super, LOG-ON and cookedDeli stores as well as the official eShop. Spend more and earn more rewards
Q
How can I use my eCoupon?
eCoupons can only be used at physical stores in Hong Kong. To use a Promotion eCoupon or Reward eCoupon, simply present it to the Cashier staff at the checkout. Please present Gift eCoupons at any Customer Service Counter to collect the gift. Please also refer to the terms and conditions on the eCoupon.
Q
Why is my unused eCoupon gone?
There is a validity period for every Reward eCoupon. The "eCoupon" section on the app will only show those Reward eCoupons in effect. Any expired or used Reward eCoupon will be deleted automatically. Regarding the validity period and details of Reward eCoupon, please refer to the terms and conditions.
Q
How can I check the eCoupon in my membership card?
- Use the city'super HK App; or
- Ask the Cashier when checkout; or
- Login to member site; or
- Ask our Customer Service staff
Q
Can I use my eCoupon for online transactions at eShop?
All eCoupons can only be used at the retail stores in Hong Kong. They are not accepted for transactions at eShop.
Q
How can I redeem an eCoupon / Reward eCoins with the accumulated loyalty points?
Upon reaching the required loyalty points, an eCoupon / Reward eCoins will be issued automatically and the corresponding loyalty points will be deducted. eCoupon(s) / Reward eCoins will be automatically issued by the system on the following day/ on the anniversary day respectively based on the below loyalty point requirments:
- super e: accumulated points of every 2,000 will be entitled to an eCoupon valued at HK$50
- super e-gold: accumulated points of every 40,000 will be entitled to earn 10 Reward eCoins being redeemable for a city’super gift with a retail value of HK$1,000
Q
Will I receive a notification after the eCoupon is issued automatically by the system?
If you have consented to receive promotional information from us, you will receive an email and city'super HK App notification including the eCoupon's expiry date. A further email notification will be sent to you 7 days before the eCoupon expires, reminding you to use it.
Reminder: You can choose to receive promotional information from us through the follow ways
Q
Can I authorize someone to redeem or use my eCoupon?
eCoupon cannot be transferred. You have to present your membership card for verification when used.
Q
Why can't super e-gold members redeem Reward eCoupons after 1 Jul 2020?
super e-gold members can use the loyalty points to redeem a preferred reward from the super e-gold redemption website upon reaching 40,000 points within 60 days from anniversary date. Apart from reward redemption, super e-gold membership also entitles you to various privileges, including year-round discounts, birthday gifts, priority phone ordering service, a free tasting of seasonal delicacies at Amazing Food Hall in Times Square, complementary gourmet workshops featuring seasonal items, and free cooking classes for birthday month and next month of membership anniversary. Please stay tuned for our new privileges and services exclusively for super e-gold members.
super e-gold Member Exclusive Reward Redemption
Q
What is super e-gold Member Exclusive Reward Redemption?
A super e-gold member can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. The points balance will be reset to zero upon reaching anniversary date and no redemption arrangement can be made with fewer points than the minimum of 40,000. Any unused points balance, expired or invalid Reward eCoins will be forfeited and will not be re-issued.
Q
What is Reward eCoins?
10 Reward eCoins will be granted for every 40,000 loyalty points. Each redemption must be in units of 40,000 points. No redemption arrangement can be made with fewer points than the minimum of 40,000, and the points balance will be forfeited.
Q
How to redeem a reward？
Logging in to your membership account and enter ‘super e-gold Member Exclusive Reward Redemption’ site to select your preferred rewards.
Q
Does Reward eCoins have a redemption period?
The validity period of Reward eCoins is 60 days, and the validity period starts from the day by system.
Q
Why is my unused Reward eCoins gone?
There is a validity period for every Reward eCoins. The "eCoupon" section on the app will only show those Reward eCoins in effect. Any expired or used Reward eCoins will be deleted automatically. Regarding the validity period and details of Reward eCoins, please refer to the terms and conditions.
Q
How can I check the rewards I can redeem or I have redeemed in my membership card?
- Use the city'super HK App; or
- Login to member site; or
- Ask our Customer Service staff
Q
How can I redeem a reward with the accumulated loyalty points?
A super e-gold member can entitle 10 Reward eCoins for every 40,000 points upon anniversary date, 20 Reward eCoins for 80,000 points, and so on. Reward eCoins redemption is available on e-gold exclusive redemption website and valid within 60 days after anniversary day while stocks last. The points balance will be reset to zero upon reaching anniversary date and no redemption arrangement can be made with fewer points than the minimum of 40,000. Any unused points balance, expired or invalid reward redemption will be forfeited and will not be re-issued.
Q
Will I receive a notification after I confirmed my reward redemption?
You will receive an email notification on the same day. A confirmation SMS will be sent for reward collection. Also, you can go to “View my Redemption History” in super e-gold Member Exclusive Reward Redemption site. If you have consented to receive promotional information from us, you will receive an email and city‘super HK App notification including the valid period of loyalty points and Reward eCoins. A further email notification will be sent to you 7 days before the Reward eCoins expiry, reminding you to redeem your rewards.
Reminder: You can choose to receive promotional information from us through the follow ways- Use the city'super HK App; or
- Login to member site; or
- Call our Customer Service Hotline at 2736 3866 / super e-gold Priority Service Hotline at 2277 3288 ;or
- Ask our Customer Service Counter staff
Q
Can I authorize someone to redeem my rewards?
Loyalty points cannot be transferred. You have to log into your membership account to redeem your rewards. Upon reward collection, you are required to present your membership card and confirmation SMS for verification.
Q
What if the gift items approved for redemption run out of stock?
Gift items are subject to availability while stock lasts. If there are any changes to the gifts supply or if the gifts approved for customer redemption are out of stock, City Super Limited reserves the right to replace them with other gift items without prior notification.
Q
Can I return the redeemed gift(s) if I change my mind after making a purchase?
No, we do not accept change of mind return.
Q
Can I have free shipping?
All gift items can enjoy home delivery services, please refer to the terms and conditions as stated on the "Online Order and Delivery Arrangement" section.
Q
How do I pick up my order at store?
You have to collect your reward on selected date, time and store. The expired rewards will be regarded as abandonment and no replacement will not arranged. Related eCoins will not be returned.
Q
If I choose to redeem an eCoupon, do I need to go to the store to pick it up?
No. You will receive a confirmation email and check your eCoupon(s) through following ways
- Use the city'super HK App; or
- Ask the Cashier when checkout; or
- Login to member site; or
- Ask our Customer Service staff
Q
Can I change the delivery method, amend or cancel order?
eCoins will be deducted from a member’s account once the redemption is confirmed, and this redemption cannot be altered or cancelled. Member cannot amend or cancel the order and change delivery arrangements. We suggest you to re-confirm the order and delivery method before redemption.
Q
What should I do if I lost my redemption confirmation letter?
Our shop staff shall request the member provide physical / electronic membership card, email address and mobile number provided when making the order, as part of our verification process. In the event we are unable to complete the verification process, we reserve the right to refuse any attempt to collect the order and shall not be held responsible in any way.