SHIPPING & PAYMENT
ORDERING AND PAYMENT
Once you have placed your order, we shall send you an email acknowledging the receipt of your order. This is an acknowledgment that we have successfully received your order. If you do not receive this email please notify our customer service team at firstname.lastname@example.org
If the payment has not successfully gone through, our customer service team will contact you. Unfortunately, if you do not reply within 48 hours we will have to cancel your order. If you have any questions or concerns please notify our customer service team at email@example.com
Deliveries within Hong Kong or to China and Macau are normally sent out within 3 business days and you should receive 2-4 days after we send out depending on your exact location. Deliveries outside of these areas and overseas are normally sent out within 3-5 business days and you should receive 2-3 weeks after we send out depending on your exact location. Special requests may take longer.
SHIPPING AND DELIVERY
After payment has been successfully processed and the items you have ordered are confirmed we will send you a shipment confirmation email with the tracking number and the courier used.
All orders within Hong Kong, Macau, China are sent out by SF Express. All other countries are sent out by Speedpost EMS / Express.
For all orders, please refer to the shipping fee charge as below:
Hong Kong: HKD 30 / FREE SHIPPING FOR HKD 300 ABOVE PURCHASE
China, Macau, Taiwan: HKD 50 / FREE SHIPPING FOR HKD 500 ABOVE PURCHASE
Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, Vietnam: HKD 120 / FREE SHIPPING FOR HKD 800 ABOVE PURCHASE
Australia, Canada, Denmark, France, Germany, New Zealand, Norway, Russia, Sweden, Switzerland, United Kingdom, United States: HKD 180 / FREE SHIPPING FOR HKD 1,000 ABOVE PURCHASE
Rest of the world: HKD 250 / FREE SHIPPING FOR HKD 1,000 ABOVE PURCHASE
Import tax and duties
Import tax and duties may be applicable to your order depending on the destination country. The recipient is responsible for all import tax and duties. The courier or local post office will contact you with further details for customs clearance. Customs clearance procedures may delay the delivery outside of the estimated delivery time.
Tracking Your Order
For the most up-to-date information on the status of your order please use the courier's online tracking platform first before contacting us. It is best to allow up to 2 business days for the tracking number to show up in the online tracking system.
If your order is sent by SF Express please click here to TRACK YOUR ORDER
If your order is sent by Speedpost please click here to TRACK YOUR ORDER
If you would like to pick-up at our Hong Kong stores we are more than happy to accommodate. Please let us know 2 working days ahead of the date you wish to pick-up and which store you would like to pick-up at.
If the shipment is refused and returned to us we will contact you with the option of paying the re-delivery fee before again shipping out or a refund for your purchase minus the return shipping fee.
We understand that sometimes parcels do get lost in the system. We are more than happy to help out tracking down your shipment and in the unfortunate case that the shipment is confirmed as lost, to refund your purchase.
RETURNS OR EXCHANGES
Defective or incorrect items
If you received a defective item or if you received a different item to what you ordered please contact our customer service team at firstname.lastname@example.org within 7 days of receiving your order. Please describe the problem and attach photos if possible. Once we confirm the case please return the item by regular airmail and let us know the tracking number.
You will be reimbursed for the return shipping cost through your original payment method upon presenting a copy of the post office/courier receipt. The re-delivery fee will be covered by us.
Customs taxes and duties are non-refundable. You may be able to recover it by contacting your local customs office directly. This method may not be available for all countries so we suggest hiring a customs broker to help you through the process. Please note we are unable to refund any exchange rate or handling fees charged by your payment provider.