Shipping policy

Shipping Policy

Thank you for shopping with us. All orders are normally processed and shipped from Hong Kong, and we offer worldwide shipping to most international destinations.

Order Processing

Orders are generally processed within [3–7 business days] after payment has been successfully received.

Business days do not include weekends or Hong Kong public holidays. During product launches, promotional periods, holidays, or periods of high order volume, processing may take longer than usual.

Pre-order and made-to-order products may require additional production time. The estimated production or dispatch period will be stated on the relevant product page.

Please note that processing time is separate from shipping time.

Shipping Destinations

We ship worldwide from Hong Kong.

Available shipping services, shipping fees, and delivery options will be displayed at checkout based on your delivery address.

Certain countries or regions may temporarily be unavailable due to postal restrictions, carrier limitations, customs regulations, service disruptions, or other circumstances beyond our control.

Estimated Delivery Times

Estimated delivery times after dispatch are:

Hong Kong: [2–5 business days]
Asia: [7–14 business days]
United States and Canada: [7–14 business days]
United Kingdom and Europe: [7–14 business days]
Australia and New Zealand: [7–14 business days]
Other international destinations: [14–20 business days]

These delivery times are estimates only and are not guaranteed.

International deliveries may take longer due to customs inspections, local postal services, public holidays, severe weather, transportation disruptions, or other circumstances outside our control.

Shipping Fees

Shipping fees are calculated based on the destination, package weight, package size, and selected shipping method.

The final shipping fee will be shown at checkout before payment is completed.

Any free-shipping promotion will be subject to the terms stated on our website at the time of purchase.

Order Tracking

Tracking information will be provided when a tracked shipping service is available.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking link.

Tracking information may take several business days to update after the parcel has been accepted by the shipping carrier.

Some economy shipping services may provide limited tracking or no tracking after the parcel leaves Hong Kong. The level of tracking available depends on the selected shipping method and the destination country.

Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, value-added tax, handling fees, or other charges imposed by the destination country.

These charges are not included in the product price or shipping fee unless clearly stated otherwise at checkout.

Customers are responsible for paying all applicable customs duties, taxes, and import-related fees. We are unable to predict or control the amount charged by local customs authorities.

We recommend contacting your local customs authority for further information before placing an order.

Refusing to pay customs charges may result in the parcel being returned, delayed, abandoned, or destroyed. Any refund issued for a returned parcel may exclude the original shipping fee, return shipping costs, customs charges, and other expenses incurred.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully check the following information before completing your order:

Recipient’s full name
Street address and unit number
City, state, or province
Postal or ZIP code
Country or region
Contact telephone number

Please contact us as soon as possible if you notice an error in your shipping address.

We cannot guarantee that an address can be changed after an order has been processed, packed, or dispatched. We are not responsible for delivery failures caused by an incorrect, incomplete, or outdated address provided by the customer.

If a parcel is returned to us due to an address issue, the customer may be required to pay an additional shipping fee before the order can be sent again.

Returned or Unclaimed Parcels

A parcel may be returned to us for reasons including:

An incorrect or incomplete address
An unsuccessful delivery attempt
Failure to collect the parcel
Refusal to pay customs fees
Refusal of delivery
Local import restrictions

When a returned parcel is received, we will contact the customer to discuss reshipment or a possible refund.

Additional shipping charges may apply if the customer requests reshipment. Original shipping fees and any return-related costs are generally non-refundable.

Delayed Orders

Delivery estimates are provided by shipping carriers and are not guaranteed.

We are not responsible for delays caused by customs processing, carrier disruptions, postal congestion, public holidays, severe weather, natural disasters, incorrect addresses, import restrictions, or other events outside our reasonable control.

If your tracking information has not updated for an extended period, please contact us at [your customer service email]. We will assist with the carrier enquiry where possible.

Lost Parcels

An order will not automatically be considered lost solely because it arrives later than the estimated delivery period.

Before contacting us, please:

Review the tracking information
Confirm that the shipping address is correct
Check with household members or neighbours
Contact your local post office or delivery carrier

If the parcel still cannot be located, please contact us with your order number.

Any investigation, replacement, refund, or other resolution will depend on the shipping method selected, carrier investigation results, insurance coverage, and the specific circumstances of the shipment.

We are not responsible for parcels that are lost because an incorrect or incomplete address was provided by the customer.

Packages Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please check with:

Household members
Neighbours
Building management or reception
Your local post office
The delivery carrier

Please contact the carrier promptly to request delivery details or proof of delivery.

We are not responsible for parcels that are lost or stolen after the carrier has confirmed delivery to the address provided at checkout. However, we will provide reasonable assistance with a carrier enquiry where possible.

Damaged Packages or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us within [7 days] of delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the outer packaging
A photograph of the shipping label

Please keep the product and all original packaging until the case has been reviewed.

Depending on the circumstances, we may offer a replacement, partial refund, full refund, or store credit.

Minor differences in color, positioning, printing, texture, or measurement may occur between production batches and may not be considered defects.

Orders Containing Pre-Order Items

When an order contains both in-stock and pre-order products, the entire order will normally be shipped after all products are ready.

Separate shipping may be available upon request, but additional shipping fees may apply.

Estimated pre-order production and shipping dates are provided for reference and may change due to manufacturing, quality-control, or transportation delays.