(i)Refused shipments: If a parcel is returned, because the address was incomplete or incorrect, because you refused to accept it or because you didn't pick it up at the collection point in time, we will contact you with the option of re-delivering or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related costs incurred (re-delivery shipping cost, return shipment cost...).
(ii)Lost shipments: We are more than happy to help out tracking down your shipment and in the unfortunate case to refund your purchase*.
To check on the most up-to-date tracking information, please contact your local post office before emailing us, as there may be a time lag between the actual status and its online status. Please note that for Hong Kong Post we can only submit an inquiry after 14 days after the posting date.
*The shipment has to be confirmed as lost by the courier. This process of investigation might take up to 3 months.