Returns & Refunds
What are your general return and refund policies?
All items listed in the “List of non-refundable & non-returnable items” are not refundable and returnable.
In addition, any other purchases are non-fundable and non-returnable except when:
- You cancel the order before we process your order,
- The item is faulty upon arrival, and you report to us within 5 calendar days after the item has arrived its delivery destination or pickup point, or
- The item you ordered is somehow out-of-stock.
Order Cancellation
We are happy to cancel your order before we process your order. However, if we have already processed your order before you submit the order cancellation request, we cannot cancel your order.
We typically process your order within few hours during business days after you have submitted and paid for your order.
As there are costs associated with cancelling an order, we charge 10% of the total amount of the cancelled order, with a minimum of HK$50-equivalent, as the cancellation fee.
Please note that you will also bear all the charges that it will incur for the refund (e.g. transaction fees) charged by the relevant financial institutions (such as the credit card company or bank).
Please remember it can take some time for your bank or credit card company to process and post the refund.
To cancel your order:
- You must fill in our Return Form, and select Order Cancellation as the subject (we do not accept order cancellation requests through any other methods).
- Write down clearly the invoice number, which items with their SKU and the quantities you would like to cancel in the Return Form.
- We do not process an order cancellation request if the email address, phone number, invoice number, or SKU filled in the Return Form do not match with the information in the original order.
- We will contact you by email once we have reviewed and processed your request.
Faulty Products
Please inspect your order upon reception and report to us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To be eligible for an exchange or reshipment:
- You must report to us within 5 calendar days after the item has first arrived its delivery destination or pickup points,
- Your item must be in the same condition that you received it, unworn or unused, with original tags, accessories, documents, and gifts in its original packaging, and
- You’ll need the receipt or proof of purchase.
Please note that each order or receipt can only be returned once.
To start the return process:
- Please fill in the Return Form. Items sent back to us without first filling in the Return Form will not be accepted.
- After we have reviewed your return request, and confirmed that it satisfies our return policy, we’ll send you an email with instructions and information on how to complete the return, exchange and/or refund.
- You, the buyer, will be responsible for the shipping cost of returning the item. If you use a courier service to return the item, please use suitable packaging to protect the package and product, and attach the return number to it.
- We'll examine the item once again when we receive it. Once we confirm the item satisfies our return policy, we will proceed with your exchange or refund.
As there are costs associated with handling the return, we may charge 10% of the total amount of the returned order, with a minimum of HK$50-equivalent, as the administrative fee.
Please remember it can take some time for your bank or credit card company to process and post the refund.
Out-of-Stock Items
If an item in your paid order is somehow out of stock, and the estimated time for the replenished item to reach you is beyond acceptable by you, we will arrange a refund for that particular item. Other items that can be fulfilled in that same order will not be refunded.
We'll keep you posted along the refund process, and notify you once we have submitted the refund or transfer request to the relevant financial institution.
Please remember it can take some time for your bank or credit card company to process and post the refund.
List of non-refundable & non-returnable items
The products and services listed below are strictly non-refundable and non-returnable without exceptions:
- Perishable goods (such as food, flowers, or plants),
- Custom products (such as special orders or personalized items),
- Personal care goods (such as beauty products),
- Hazardous materials, flammable liquids, or gases,
- Sale items, promotion items, or gift cards,
- Software, or
- Any services.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong recipient name or shipping address), or
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, or affected by a natural disaster).