Shipping and Delivery Policy
Delivery Timelines vary for different products and delivery locations. Most orders are fulfilled within 3-4 weeks and a more specific estimate is displayed next to the details of every product on the website. Customers are advised to check delivery estimates before adding the product to the cart.
For most shipments, our handling time ranges from 2-5 days and the transit time could be anywhere between 19-25 days, post dispatch.
SHIPPING METHODS AND COSTS
Shipping costs are displayed next to the shopping cart and again, right before the payment. Shipping charges could vary with the selection of product, shipping location and shipping method. We use postal services as well as reputed 3PL companies like DHL to ship orders to our customers. Available Shipping Methods and the corresponding charges are displayed at the time of placing the order. Here are the options that you might see, depending on your location:
- Standard Shipping - HK$ 9.95
- Global Shipping (For International Shipping Addresses) - HK$ 19.95
TRACKING OF PACKAGES
We promise tracked shipping on all orders. As soon as your order is shipped, you will receive an email with live tracking information on the email ID provided at the time of placing the order.
UNDELIVERED OR LOST PACKAGES
In the event of a failed delivery attempt due to incomplete or incorrect shipping address, or even doorstep refusal, the product will automatically be returned back to our source warehouse. Any re-attempts or refunds will only be actioned after we receive the product and make contact with the customer to investigate the issue. In case your package is lost in transit, the shipping carrier will inform us and we will re-dispatch a fresh shipment.
INTERNATIONAL SHIPPING AND DUTY REIMBURSEMENT
We offer International Shipping to most countries and you will be able to see the costs once you select the country during the checkout process. As an ecommerce business, we have a global presence and in case the ordered product is not available locally, the order will be shipped from our central warehouse in the USA or India. International shipments are sometimes subject to special duties and fees that vary by country. At this time, we’re unable to collect payment for import duties at checkout, so you may be required to pay them separately when your order is cleared through customs. We know this is not ideal, and are actively working to provide a better experience for our international customers. Should you choose not to pay or pick up your package, it will be returned to us which can take several weeks. Once the item is received and checked back into our system, we will issue a refund, subject to the terms and conditions of our Return and Refund Policy. Please refer to our Return and Refund Policy for more information. We would like to clarify that, in cases of cross-border shipping, if the product is not returned back and/or no refund is claimed, then import duties are borne by us and the customer has the right to get such costs reimbursed by contacting us via email and presenting the requisite and valid receipts, only if such request is received within twenty-eight (28) days from the delivery of the product to you, as confirmed by the shipping carrier.
ISSUES WITH SHIPPING AND DELIVERY
Sometimes the carrier might prematurely mark orders as ‘Delivered’ leading to confusion at the customer’s end. In such events, you can either contact us or the carrier directly to resolve the issue. In the unlikely event of a delay in shipping your order, you are allowed to contact us and ask for an exact status of your order. We encourage customers to be aware of the delivery estimate before contacting us, so as to verify whether the presumed delay is concerning. We can be contacted on firstname.lastname@example.org
We reserve the right to alter, modify or update the above policy at any point, without serving any prior notice to our customers. Such modifications are usually warranted to accommodate changes in laws and regulations, imposition of shipping restrictions or internal changes in our business.