How will I know that my order is confirmed?
You will receive an order confirmation email shortly after placing your order. If we are unable to fulfil your order due to item unavailability or any unforeseen circumstances, you will be refunded accordingly.
How soon can I expect my order?
Hong Kong: 2-3 business days*
Most parts of Europe, Asia, and the USA: 4-7 business days*
Rest of the world: 5-10 business days*
All orders are dispatched via courier from our Hong Kong office through S.F. Express (for orders within Hong Kong) or FedEx (for international orders). Please note that we do not ship on weekends and public holidays.
* Deliveries may take longer than stated and additional costs may be incurred due to circumstances dependent on your destination. Should you need further details, kindly contact us at email@example.com.
How can I track my order?
As soon as your order is shipped, you will receive a shipment confirmation email with your tracking details. Please allow 24-48 hours after the receipt of the email for your tracking information to be updated by the courier service provider.
Can I change or cancel my order?
Should you wish to change or cancel your order, kindly contact us immediately at firstname.lastname@example.org. We will be happy to accommodate your request if your order has not yet been processed / despatched on our end.
I received a defective / wrong item.
In the unlikely event that you receive a defective / wrong item from our end, we will be happy to replace your order or offer you a refund (excluding any bank handling charges and exchange rate differences). Kindly contact us at email@example.com within 7 days, stating the problem with photos of the defective / incorrect item attached. Items returned to us without prior notice may be refused upon delivery.
An item is missing from my order
If an item appears on your shipment confirmation email but was not delivered to you, we will be happy to send you the missing item or offer you a refund (excluding any bank handling charges and exchange rate differences). Kindly contact us at firstname.lastname@example.org for the next course of action.
What payment methods do you support?
We accept payments through Shop Pay, Google Pay, PayPal or by credit card. All credit cardholders may be subject to validation checks and authorisation by the card issuer. These checks are performed electronically, but in some circumstances, we may have to acquire additional information from you to proceed with the transaction. If your card issuer refuses to or does not authorise payment to us for any reason, we may put the transaction on hold until the problem is solved.
Can I change or update my shipping address?
Should you wish to change or cancel your shipping address, kindly contact us immediately at email@example.com. We will be happy to accommodate your request if your order has not yet been processed / despatched on our end.
How much will shipping cost?
Free shipping is available for any orders made to / within Hong Kong. For international orders, we offer door delivery at tailored rates by destination. Free shipping is available for purchases over USD150 except for selected locations** due to high shipping costs. Kindly contact us at firstname.lastname@example.org for further details.
* These locations include but are not limited to Iran, Mauritius, Morocco, Nigeria, Iceland and South Africa. For Canada and Mexico, free shipping is available for purchases over USD200.
Do I have to pay any import taxes / customs duties upon delivery?
Our shipping costs do not account for any import taxes / customs duties. These fees are not under our control and apply according to the regulations of your destination country. Please refer to the local customs authorities for more information.