top of page

FREQUENTLY ASKED
QUESTIONS

  • How can I return my order?
    Returning your order has never been easier. Please contact us to prepare your return. Please be reminded buyer covers returns fees. If returning from Hong Kong: Please package your order securely in the original box, seal the package, return by drop-off location by S.F. Express. If returning internationally: Please package your order securely in the original box, seal the package, return by drop-off location by your local post office.
  • I've returned my order. When will I receive my refund?
    If we receive the item(s) in line with our returns policy, we will process a refund to your original payment method within three days of receipt. You will receive an email to confirm once the refund has been processed. Refunds will be automatically issued to the original payment method used to place the order. Refunds can take up to 10 working days, depending on your payment provider. Please wait the full 10 working days before contacting our Customer Service team about your refund.
  • Hong Kong Standard
    Delivery fee paid upon delivery by S.F. Express, typically 20 - 30 HKD. We aim to dispatch the same day, 7 days a week. Delivery will typically arrive the next day.
  • Asia Countries Standard
    Free of charge. We aim to dispatch the same day, or the next working day. Delivery typically take 1 - 3 days, via Hong Kong SpeedPost.
  • The Rest of the World
    Free of charge. We aim to dispatch the same day, or the next working day. Delivery typically take up to 7 working days.
  • Can I cancel my order?
    Should you wish to cancel your order, please send your request to our team and we will do our best to fulfil your request. Please note: not all orders can be cancelled. However, orders can be returned for a refund using our returns service. For more information on how to return your order, please visit the Returns page.
  • Where will my order be sent from?
    All orders will be packed and sent from Hong Kong.
  • Why have you cancelled my order?
    We take pride in preparing your order with care from start to finish. If something is not quite right, we may have to cancel your order. In these instances, you will be notfied by email and issued a full refund shortly after. If you need further assistance, please contact our team.
  • Which payment methods do you accept?
    Credit cards: American Express China UnionPay (CUP) Discover & Diners Japan Credit Bureau (JCB) MasterCard Visa Bank transfers for Hong Kong and UK customers. FPS and PayMe for Hong Kong customers.
  • When will I be charged?
    We will take payment as soon as your order is placed on our website. Should your order be cancelled, we will immediately issue a refund. Please note: refunds from cancelled orders can take 3-5 working days to reflect in your account.
  • Are local taxes and duties included in the product price?
    Prices exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from Customs. As we are unable to advise you on the exact cost for the taxes and duties, we recommend contacting your local Customs office or tax authority before placing a DAP order.
  • Why might my payment be declined?
    Payments may be declined at the point of purchase or after placing an order. If your order has been declined at Checkout when placing an order, it may be due to insufficient funds or a block placed by your bank. In these instances, contact your card provider for further information about this transaction. If your order has not cleared our security check, we may decline payment for secure purchasing.
bottom of page