All questions

  1. 1. What is PAKT?

    PAKT is an integrated online and offline lifestyle solution. Our Smart WardrobeTM provides virtually endless physical wardrobe space, a digital wardrobe accessible on all your smart devices and deliveries on demand. Our white-gloved valets will come and collect your items, which will then be inspected, professionally photographed and properly catalogued.

    All items are stored in our dedicated 24/7 air-conditioned and humidity controlled ‘Clean Room’ in Hong Kong. We care for and store clothing, shoes and handbags as well as items that require specialist care and storage (such as furs, fake furs, leather and wedding dresses). Members have access to a ‘Clothing Spa’ that offers clothing repair and care with our specialist partners.

  2. 2. What is the difference between PAKT LUXE, PAKT X and PAKT TRAVELLER?

    PAKT LUXE is the full PAKT concierge ‘white glove’ service for all your special and precious items of clothing. This may be your children’s christening gowns, traditional Indian garments, your wedding dress, specialty leather, uniforms or formal wear. These items are charged on a per item basis and you can either request a free estimate prior to collection or use the PAKT calculator to make your own cost estimate. Final costs will be determined after the booking collection has been made and clothes have been inspected by PAKT.

    PAKT X is our standard 'wardrobe extension' service for everyday or seasonal wear. Pricing is a flat, per item fee per month and includes 1 or 2 free deliveries per month depending on the size of your package. PAKT X is designed for you to use our services as your personal wardrobe extension, so rotating clothes in and out, while staying within your package limit should not cost you anything extra. If you wish to keep more items with us, you can simply upgrade your package and benefit from lower prices.

    LITE bags no longer exist as a service option on their own. Our LITE bags can be added to either PAKT LUXE or PAKT X if you would like us to look after small items that do not need to be stored as a hanging garment. Please note that we will not accept items such as furs to be stored in LITE bags as we feel that they need to be properly looked after. Also please note that anything in a LITE bag will not be individually inspected, provided with a condition report, or photographed and catalogued.

    PAKT TRAVELLER is our service for frequent travellers to Hong Kong and Tokyo. Simply leave up to 10 hanging items and a carry-on bag with us which can include toiletries, small / gym clothes, electronics etc. We will launder as required, photograph and catalogue the hanging items as per our PAKT LUXE and PAKT X services, and deliver everything back ready-to-wear to wherever you are staying on your next trip.

  3. 3. How much does it cost to use PAKT services?

    PAKT now offers three services - PAKT LUXE, PAKT X and PAKT TRAVELLER. Current introductory or special offers when available are found on the website under Pricing. For further details, please refer to PAKT’s Pricing Information.

    Collections are free and deliveries not included in packages are HKD49 + tunnel fees where appropriate. PAKT reserves the right to make all decisions related to collections and deliveries which will be final. Dry cleaning, specialist cleaning, pressing and repairs are charged at cost with receipts provided plus a handling fee of HKD50 where applicable. PAKT will advise when a handling fee is to be charged.

  4. 4. Can I estimate the monthly cost myself?

    For PAKT LUXE the PAKT calculator allows you to estimate the monthly price for the items you wish to store at PAKT. Click here to check it out.

    For PAKT X, the BASIC package, which is for 5 hanging garments + 1 LITE bag starts at HKD310 per month. The more you store with PAKT and the longer the duration of the up front package you sign up to, the lower your per item fee per month. See our pricing page for details.

    PAKT TRAVELLER offers a standard monthly membership fee plus a 'round trip' fee for each time we collect, launder and deliver your items back to you. So your final cost will depend on how often you use our service.

    All additional service fees will depend on what value added services we are being asked to provide are being asked to do.

  5. 5. How do I pay for services such as dry-cleaning and repairs?

    You will be charged at the end of every month on your current credit card. Larger amounts may be collected in advance. If your credit card does not work, then you will be asked to pay for the services by cheque. Customer Service will contact you directly to arrange this. To see indicative pricing for clothing care at PAKT, click here.

  6. 6. How do I pay for the storage component?

    Each Account requires a valid credit card account that can be used at the end of every month to pay for actual storage and additional services used.

    PAKT LUXE is billed in the middle of each month for the whole month. If items are removed prior to this date, then you will only be charged for half the month.

    PAKT X and PAKT TRAVELLER monthly subscription fees are billed in advance, depending on the duration of the package selected with additional services billed in arrears (except for large additional service requirements where you may be requested to pay in advance).

  7. 7. How do I pay for collections/deliveries?

    All collections are provided free of charge. LITE bag collections are curbside and members must prepare all items for storage in advance. Deliveries are charged at HKD49 + tunnel fees where appropriate and will be billed at the end of each month.

    PAKT LUXE and PAKT X offers roundtrip collection/delivery for free subject to a minimum of 5 items being collected for storage. Where members wish to retrieve items directly from our 'Clean room' upon appointment, they can do so free of charge provided these pickups are done within normal business hours. If outside of normal business hours, we reserve the right to charge an additional fee. Any additional fees will be billed at the end of each month. For further details please refer to the website's live chat, or contact us on [email protected] PAKT's decisions related to all collections and deliveries are final and binding.

  8. 8. How are my clothes and other items stored?

    The PAKT 'Clean Room' provides a pristine environment in which to store your clothes. At our facilities, the temperature is maintained at 20 degrees Celsius (+/- 2 degree) with relative humidity of 55% (+/- 10%) 24 hours a day. Meanwhile, air is filtered every two hours, removing dust, odour, allergens and mould down to 3 microns in size. PAKT’s facilities also include ultra-violet light elimination, insect/rodent control, individual item protection and an access-limiting security system. Our storage environment is designed to provide the best possible care for your clothes. We have also have a dedicated fur storage room where the temperature is kept at a constant 15 degrees Celsius (+/- 2 degrees) with relative humidity of 55% (+/- 5%).

  9. 9. How are my clothes and other items handled?

    PAKT treats all our member clothing and other items with respect and care. PAKT’s team of valets arrives at your home for the collection of your clothes and provides a full 'white glove' concierge service. They wear a uniform with white gloves and bring a trolley and garment bags to whisk away your clothes and other items to the PAKT clean room. Upon arrival at our PAKT facilities, unit-level inspection is carried out and a condition report with per item photo inventory is prepared and will be available, where possible, 48 hours after collection. Your clothes will be in quarantine for a brief period of time whilst we assess their suitability for storage in the PAKT ‘Clean Room’. The most suitable clothing care products and storage bags, boxes and packing materials will be chosen to suit the storage of your items. Our handling processes and packing materials are selected to look after your treasured items in the best possible way.

  10. 10. What are your hours of operation?

    The PAKT facility is open from 09:30 to 19:00, Monday to Friday and 10:00-13:00 Saturday. We are however happy to discuss any service requirements outside of these hours. You are also welcome to visit PAKT or send someone to drop-off or pick-up clothes without any additional service charge. Free parking is subject to availability.


    For collections and deliveries, hours of operation are:
    • Standard next-day service hours are 10am to 7pm Mon to Fri; 10am to 1pm Sat
    • One day’s notice is required for standard next-day service
    • Daily appointment cutoff at 4:00pm Mon to Fri and 11:00am Sat.
    • Daily appointment cut off at 4pm Mon to Fri and 11am Sat
    • There is no service on public holidays and Sundays unless previously arranged

    Please enquire at our Customer Services ([email protected] or +852 3462 9550) for special service requirements.

  11. 11. Can I still access PAKT whilst away from Hong Kong?

    Yes, you just log into your account to browse a photo gallery of your stored items. You can book a collection, delivery or make other requests on your selected items with just a click of a button.

  12. 12. Do you dedicate a space to each member?

    In order to optimize storage efficiency and give you the best value-for-money, we group items by nature and size. Since your belongings may not be placed next to one another, items are individually barcoded and our warehouse management system keeps track of where your items are in PAKT at any time.

  13. 13. Is there a weight limit of my items?

    We do not have an absolute weight limit for individual items as we do not expect clothes to be excessively heavy. However, please contact us about any bulky packages or special items above 20kg, as we need to make special arrangements in advance of your collection date.

  14. 14. Can I use my own boxes, hangers and covers?

    Yes, but only for PAKT LUXE. With PAKT LUXE you can use your own boxes, hangers and garment bags unless they exceed a certain size. Oversized hangers and boxes take up more space and therefore will incur an additional charge per month. Depending on each item's size and weight, we use appropriate hangers and garment bags for storage. Shoes are stored in breathable bags unless otherwise instructed. We provide PAKT branded boxes for shoes, boots and larger items such as beaded dresses and jumpers. Please check with members[email protected] or call +852 3462 9552 for advice on the best storage arrangements for you as well as for any special requests or bespoke requirements.

  15. 15. How do I make a collection or delivery appointment?

    You can easily log into your account and create an appointment in 4 simple steps:

    1. select the delivery address
    2. select items to be delivered
    3. choose additional services as appropriate
    4. choose preferred delivery date and time

    Once our Customer Service team receives your request, you will receive an automated acknowledgement and Customer Services will be in touch by email or telephone to confirm. Members can also call our Customer Service team on +852 3462 9550 or email us on [email protected] to book collections and deliveries.

  16. 16. What is PAKT’s geographical coverage?

    Currently, PAKT operates in Hong Kong and services members who are resident in HK or frequent travellers to Hong Kong. Standard transportation services cover Hong Kong Island, Kowloon and NT unrestricted areas. If the collection/delivery location is in Lantau, offshore islands or restricted areas, arrangements can be made on a case by case basis.

    PAKT TRAVELLER is also available in Tokyo on request. PAKT is also able to offer services in London and Monaco via their strategic partner, on request.

  17. 17. How much advance notice does PAKT need for appointments?

    We encourage Members to plan collections and deliveries in advance. For PAKT LUXE, PAKT X and PAKT TRAVELLER, we need to finalise appointments no later than 4pm daily for next-day delivery. For LITE bags, we may group appointments together so there may be deliveries on certain days in your area. For urgent same-day appointments, please call Customer Service on +852 3462 9550 and email. You will receive a courtesy call from us approximately 15 minutes before our arrival.

  18. 18. Are the Items I store with PAKT insured?

    Yes, PAKT maintains in-transit and storage insurance against fire, theft and water damage subject to our detailed terms and conditions. We can also facilitate itemised all-risks insurance enquiries should this be required.

  19. 19. What happens if my payment method expires?

    PAKT will notify you 30 days prior to the expiration of your payment method.

    If you fail to update your payment method prior to its expiration, any activate memberships will be at risk of cancellation. PAKT will make every effort to contact to you to make sure your account remains in good standing.

    You can update your payment details and manage all your payment methods in your PAKT account settings.

Help

If you have any questions that are not covered here please contact [email protected] or call 3462 9552 for membership services;
or [email protected] or call 3462 9555 for sales enquiry.

Notice:
These FAQs are provided as guidance only. Please refer to our detailed terms and conditions for any contractual responsibilities between PAKT and paying members.


Talk to our concierge, talk to us about your clothes