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FAQ

Applying Member Card
Using Member Card
Managing My Account
eCoupon
Online Order
Applying Member Card
1) What membership types are included in “Saint Honore Member Program”?
   “Saint Honore Member Program” includes “Saint Honore VIP Privilege iCard”, “Saint Honore Special Privilege iCard”, “Saint Honore VIP Privilege Card” and “Saint Honore Special Privilege Card”. They offer different privileges and convenience to suit different customers’ needs.
2) How to become “Saint Honore Special Privilege iCard” member?
  “Saint Honore Special Privilege iCard” is applied by invitation only. You can register as “Saint Honore Special Privilege iCard” member by the following steps:
  • Step 1: Download the free “Saint Honore mobile app” at Apple App Store / Google Play;
  • Step 2: Enter the authorization no. and personal particulars including mobile number, email address, password, Octopus number etc. at the “Non-existing VIP Privilege Card or Special Privilege Card Member iCard Registration” section of “Registration” page in the Members' Area within the app, whereupon a SMS verification code will be sent to your mobile phone;
  • Step 3: The registration process is completed once you have entered the valid verification code.
3) How long is the valid period of my Saint Honore member card?
  There is no valid period end date for all membership types of Saint Honore member cards at the moment. However, if your Saint Honore member card is not used for a specified period of time (currently 730 days), we will deem your member card to be no longer in use and cancel it. All member offers and eCoupons in your account will also be cancelled immediately. If you wish to rejoin our member program, you must reapply for a member card.
4) I’m an existing member. Can I automatically become a “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” member?
  Existing “Saint Honore VIP Privilege Card” members can register for “Saint Honore VIP Privilege iCard” free during the promotion period. And existing “Saint Honore Special Privilege Card” members can register for “Saint Honore Special Privilege iCard” free during the promotion period. The registration process is as follows:
  • Step 1: Download the free “Saint Honore mobile app” at Apple App Store / Google Play;
  • Step 2: Enter a valid “Saint Honore VIP Privilege Card” or “Saint Honore Special Privilege Card” member card no. and personal particulars including mobile number, email address, password, Octopus number etc. at the “Existing VIP Privilege Card or Special Privilege Card Member iCard Registration” section of “Registration” page in the Members' Area within the app, whereupon a SMS verification code will be sent to your mobile phone;
  • Step 3: The registration process is completed once you  have entered the valid verification code.
5) Can I apply for a “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” if I do not have a smart phone?
  We are sorry that customers can only apply for “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” via downloading Saint Honore mobile app with a designated smart phone. Saint Honore mobile app supports iOS7-iOS9 and Android 4.1-5.0 versions of the operating system. Supported phone models include iPhone 4s, iPhone 5, iPhone 5c, iPhone 5s, iPhone 6, iPhone 6 Plus、Samsung Note 2、Samsung Note 3、Samsung S4 and Samsung S5. To use this app, you are required to have a compatible mobile phone or handheld device equipped with internet access function and meeting the minimum system specification requirements. To support the new functions and services, the software will be updated from time to time and the system requirements may be changed accordingly.
   
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Using Member Card
1) How can I present my member card no. barcode in my Saint Honore mobile app?
  Simply select “My Account” after logging in to your account in “Member’s Area” of Saint Honore mobile app.
2) Can I use my Saint Honore member card in the Saint Honore shops outside Hong Kong?
  All membership types of Hong Kong Saint Honore member cards are applicable to Hong Kong Saint Honore Cake Shop only (Macau and China shops are excluded).
3) Can I use member purchase discount offers in conjunction with other offers?
  Member purchase discount offers cannot be used in conjunction with other offers, including discount offers, coupons, prepaid coupons, cake coupons, cash coupons, credit card joint promotion offers, staff discount and specific shop discounts (e.g. buy 2 get 1 free, special cash price etc.).
4) If I forget to bring my member card, can I still enjoy the member offer for my purchase?
  To enjoy member offer, you must present a valid member card or registered Octopus before payment in our shop or login to your member account before payment for online order. If you are not able to present a valid member card or registered Octopus before payment in our shop or you are not able to login to your member account before payment for online order, you cannot enjoy any member offers for that purchase.
5) After becoming “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” member, can I still use my “Saint Honore VIP Privilege Card” or “Saint Honore Special Privilege Card”?
  You can still use the related member card. 
   
6) Why do I need to link my Saint Honore member icard and Octopus?
  After the registration of Octopus, Saint Honore members can enjoy different member benefits by presenting their registered octopus at our stores. It is easy and convenient.
   
7) How do I link my Saint Honore member icard and Octopus?
 
  • Option 1: Login to the member account through Saint Honore Website or Apps. Go to the “Add/ Change Octopus”, under “Profile Update” session in Member Areas. The registration process is completed once entered the valid Octopus and password.
  • Option 2: You may present your Octopus and Saint Honore iCard in our Hong Kong stores and complete the registration process by store staff. 
Since the system will be updated at day end, the registration function will be effective on the next day after the registration.
   
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Managing My Account
1) How do I update my profile or change my password?
  “Saint Honore VIP Privilege iCard” members or “Saint Honore Special Privilege iCard” members: 
  • Select “Login” page under “Member’s Area” of Hong Kong Saint Honore website or Saint Honore mobile app;
  • Select “Profile Update” after logging in to your account in “Member’s Area”.
“Saint Honore VIP Privilege Card” members or “Saint Honore Special Privilege Card” members:
  • Please contact our Customer Service Hotline at 2991 6677 during our office hours. 
2) Why can’t I login to my account immediately with the new email address after submitting the changing email address request? 
  After submitting your request, an email will be sent to your new email address. 
Please click the link in the email to complete the changing email address process. Before completing this process, your email will not be changed.
3) I forgot my password, what should I do?
  You can reset your password by the following steps:
  • Select “Login” page under “Member’s Area” of Hong Kong Saint Honore website or Saint Honore mobile app;
  • Select “Forgot password?” link in “Login” page;
  • Enter your registered email address;
  • Our system will send a SMS verification code  to your registered mobile phone; Reset your password by entering the valid verification code and new password.
  • If your mobile phone number has not been validated, our system will send a reset password email to your registered email address; Follow the instructions in the email to reset your password. 
4) I forgot my “registered email address”, what should I do?
  Your “registered email address” is used as a unique account ID for your profile. We suggest you trying to login in with any email address you might have used. If you still cannot login, please contact our Customer Service Hotline at 2991 6677 during our office hours.
5) Can I view my past transaction records?
  You can view your past 1 year transaction records of your online order from Hong Kong Saint Honore, but excluding transaction made in Saint Honore shops. You can simply select “My Order” after logging in to your account in “Member’s Area” of Hong Kong Saint Honore website or Saint Honore mobile app.
6) My mobile phone or member card is lost or my Saint Honore member account could be used by an unauthorized party. What should I do?
  Please contact our Customer Service Hotline at 2991 6677 during our office hours.
7) If I change to another mobile phone, how can I transfer my member account to my new mobile phone?
  You can simply download “Saint Honore mobile app” to your new mobile phone and start using your member card or eCoupon by logging in to your member account.
8) I would like to cancel my Saint Honore member card membership. What should I do?
  Members who wish to cancel their Member Card Membership may contact our Customer Service Hotline at 2991 6677 during our office hours. Please note that all of your Saint Honore Member Cards owned will be canceled and all “Saint Honore eDollars” and Saint Honore eCoupons in an account shall be immediately rendered null and void upon the termination of Saint Honore Member Card status.
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eCoupon
1) When I purchase at Hong Kong Saint Honore shop, how can I use my eCoupon?
  Please use your eCoupon by the following steps:
  • Open your Saint Honore mobile app;
  • Select “Login” page under “Member’s Area” to login to your account;
  • Select “Available” page under “My eCoupon” to view your eCoupons;
  • Click on the image of the eCoupon to view its barcode, valid date and details. 
  • Present this eCoupon barcode in our shop when you settle the payment. 
2) When I order Saint Honore’s products online, how can I use my eCoupon?
  Please use your eCoupon by the following steps:
  • Open your Saint Honore mobile app or browse Hong Kong Saint Honore website;
  • Select “Login” page under “Member’s Area” to login to your account;
  • After adding the products you want to order on “Online Order” page to the Shopping Cart, click on the “Shopping Cart” icon at the top right corner of the page to enter the Shopping Cart;
  • In the Shopping Cart, you can press “Use eCoupon” button to select an eCoupon you want to use and then press “Confirm” button;
  • Please note that only one eCoupon can be used for each order. Only the eCoupons fulfilling the terms and conditions of use are available for selection. If you would like to view all the eCoupons in your account, please select “Available” page under “My eCoupon”
 
3) Why does my eCoupon disappear?
  All eCoupons have their valid date. After the valid date, the expired eCoupons will be automatically moved to ”Used/Expired” page under “My eCoupon” in “Member’s Area” and kept for 7 days.
4) Why can some eCoupons be shared via social media while others cannot be shared?
  Saint Honore offers you various eCoupons free from time to time in “eCoupon” page under “What’s New”. You can use these eCoupons on or before their valid date and share this type of eCoupon with your families and friends via the social media. However, some eCoupons are personal to you only and they can only be used once. Therefore, you cannot share this type of eCoupon via social media (e.g. Birthday eCoupon etc.).
 
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Online Order
1) How can I order product online?
  Please order products online by the following steps:
  • Open your Saint Honore mobile app or browse Hong Kong Saint Honore website;
  • Select “Login” page under “Member’s Area” to login to your account for “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” member;
  • After adding the products you want to order on “Online Order” page to the Shopping Cart, click on the “Shopping Cart” icon at the top right corner of the page to enter the Shopping Cart;
  • In the Shopping Cart, you can press “Use eCoupon” button to select an eCoupon you want to use. After that, you can press “Next” button to enter “Order Form” page;
  • After filling in your customer information and order pick-up information in “Order Form” page, press “Next” button to enter “Order Confirmation” page;
  • After checking your order information in “Order Confirmation” page, press “Confirm and Go to Payment” button to enter “Payment” page;
  • Online order process is completed after successful payment.
2) How can I pick up my product(s) after ordering online?
  You must present the printout of the Online Order Receipt sent to your registered email address. If you are “Saint Honore VIP Privilege iCard” or “Saint Honore Special Privilege iCard” member, you can choose to present the Order Receipt No. Barcode in “My Order” page under "Member's Area” of Saint Honore mobile app for picking up your product(s) in the designated Saint Honore shop.
 
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