Terms & Conditions

Terms & Conditions

Welcome to hellolulu.

The following terms and conditions shall govern the sale by hellolulu (named "us") and the buyer (named "you"). Any terms and conditions that you propose or object to are subject to our written consent. By placing an order with us, it is deemed that you have read, understood and agreed to our Terms and Conditions. If you are unhappy with any aspect of our terms and conditions, please contact us before placing an order.

 

General
 

We reserve the rights to add, delete or amend these Terms and Conditions without prior written notice at any time, at our sole discretion.

 
Product information
 
  • Most hellolulu products displayed at the Site are available from select retailers in the Hong Kong and in select foreign markets while supplies last. In some cases, merchandise displayed for sale at the Site may not be available through other retailers' stores.
  • The prices displayed at the Site are quoted in U.S. Dollars and Hong Kong Dollars.
  • You acknowledge ordering the products for your private non-commercial use. Distributing the acquired products for a commercial purpose is prohibited. Please notice that we will claim our according trade mark rights. If you wish to place an order of a higher volume or for commercial distribution, please contact us for an individual order (info@hellolulu.com). In case of non-information, high volume orders or high rates of orders in short term, we reserve the right to refuse or cancel your order.

 

Colors
 
Please note that while we have tried to accurately display the colors of products, the actual colors you see will depend on your monitor and may not be accurate. If you should have a problem, question or concern, please contact us immediately at info@hellolulu.com.

 

Payment
 
We accept all major credit cards via PayPal & AsiaPay payments. We accept payments in 2 currencies from 37 countries and markets worldwide. Pay-Pal is using relentless fraud screens, address (AVS) and card verification (CVV2) checks, and 128-bit encryption to keep you safe from fraud.  All orders are subject to the supply of your billing address and telephone number which should match the details you have supplied to you bank.  Incorrect information may delay or prevent your order being processed.

PayDollar is a leading, secure and reliable international payment service provider to banks and online merchants since 2000. Customers' payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorisation using 256-bit Extended Validation Certificates (EV) SSL transaction encryption. PayDollar supports CVV/CVC check as well as 3-D secure authentication of Visa and MasterCard namely: Verified By VISA, MasterCard SecureCode for added security protection for both customers and merchant. 

 

Shipping and handling
 

All orders are shipped via Hong Kong Post (Standard) or Hong Kong SpeedPost (SpeedPost).  Rates are determined by weight and destination at point of purchase.  Delivery Charges will be added to you order at the checkout stage and you can check the rates before placing an order. If free shipping available, it applies to the lowest-cost shipping option unless otherwise specified. Free shipping may be changed or discontinued at any time. 

hellolulu does not ship to P.O. box address and multiple addresses per order.

hellolulu holds the rights to refuse shipping to any order.

Local:
  • Orders placed Monday through Friday by 3:00 pm EST (excluding holidays) are shipped within 5 business days.
  • Orders placed during Saturday and Sunday will ship out within 5 business days from the day of order (excluding holidays).
  • Orders placed during holidays are shipped within 4-7 business days from the day of order. (excluding holidays).
 
International:
  • Orders are shipped within 4-7 business days from the day of order (excluding holidays).
  • Most orders arrive within 7-15 business days from the day of order, arrival date are determined by destination at point of purchase and shipping method. (excluding holidays) 
 

Remarks: Please be aware that International deliveries may be charged import duties and taxes on receipt of your package and ensure the following to avoid dispatch delays:

 
  • You will be available to sign for your order at the above shipping address between Monday to Friday, 9am-5pm
  • If you are shopping for the first time, your shipping address is either your billing or corporate address
  • Customer is responsible for all local duties and taxes. If for any reason duties, taxes, and other fees are not paid by the customer resulting in a charge to hellolulu by the shipping company, hellolulu will charge the customer's account for these fees. These fees also include, but are not limited to, brokerage fees.
  • 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, you will be charged for the shipping costs back to hard graft.

 

Exchanges
 

Please note that hellolulu only accept the wrong item has sent to you or if the merchandise is damaged can be returned or exchanged.  Please contact us within 5 business days from the date arrival. Otherwise we will not be able to handle your exchange request.  

  • Please contact us in advance before return the exchange goods.
  • Exchanges should be made no later than 30 days of the original shipping date. All exchange goods should be unused, in original condition and packed in the original package with the tags attached.
  • Exchanges should be sent along with your invoice & return approval note.

 

Refunds
 
Please note that hellolulu only accept the wrong item has sent to you or if the merchandise is damaged can be refunds.  Refunds must make within 60days of the payment date (via PayPal).  Otherwise we will not be able to handle your refunds request.

 

Privacy policy
 
I. OUR PRIVACY POLICY

A. hellolulu Living Solutions Limited and its affiliates (“hellolulu”) respect the privacy rights of our online visitors. We have adopted this Privacy Policy (“Policy”) to govern how we collect, store, use, process and disclose the information that you choose to give us online through hellolulu.com. This Policy is subject to all governing laws and regulations regarding privacy protection.



B. We may revise this Policy from time to time by posting the amended terms on hellolulu.com. All amended terms automatically take effect immediately upon posting. Your continued use of hellolulu.com after an updated Privacy Policy is posted signifies that you accept all its revisions. 


C. hellolulu.com may contain links to third-party sites. hellolulu does not control these third-party sites or the companies or individuals who maintain them. We are not responsible for the actions of these third parties, or for any of your personal data that you provide to them after you leave hellolulu. 


D. We automatically analyze trends and monitor usage statistics of hellolulu.com by tracking the hellolulu.com pages viewed, the previous and following sites visited, the browser used and the computer’s Internet protocol address. You may browse hellolulu.com without telling us who you are or revealing your personal data. However, some of our services may not be available unless you choose, at your discretion, to provide us with personal data. 


E. We use “cookies” (small pieces of information sent to your computer) on certain pages of hellolulu.com to help analyze our web page traffic, customize our services, measure promotional effectiveness and maintain Internet security. We use cookies to help identify you and maintain your signed-in status. We offer certain features that are available only through the use of cookies. You are always free to decline our cookies if your browser permits, although doing so may interfere with your use of hellolulu.com. hellolulu also works with advertising partners that use cookies, pixel tags and other tracking technologies to serve advertisements on behalf of their retail clients, including hellolulu, across the Internet, including to you after you have visited our site. These advertising partners engage in remarketing, online behavioral advertising and ad delivery and reporting. These advertising partners may collect anonymous information about your browser as it makes visits to websites across the Internet (including our site) and your interaction with our advertising and e-mail communications. This anonymous information may also be used to tailor advertising for you and others elsewhere on the Internet. hellolulu will have access to the information collected by these advertising partners and can then use it in combination with personally identifiable information provided by you to hellolulu to enhance your experience on our sites.


F. hellolulu recognizes a special obligation to protect personal data of young children. Therefore, children under 13 years of age are requested not to use this site.


G. This Privacy Policy was written in English. To the extent any translated version of this Privacy Policy conflicts with the English version, the English version controls.

II. YOUR PERSONAL DATA

A. “Personal Data” means any information from which it is practicable for the identity of an individual to be ascertained. The purposes for which we may use your personal data are divided into obligatory purposes and voluntary purposes. If personal data is to be used for an obligatory purpose, you must provide your personal data to us if you want us to provide the service for which you are applying. If personal data is to be used only for a voluntary purpose, it is entirely up to you to decide whether you want to provide such information to us or not.

B. The personal data that we ask you to provide on a voluntary basis are:
    1. Name prefix (e.g., Mr., Ms.) and full name
2. Primary and secondary telephone numbers 3. Email address 4. Country of residence 
C. The purposes for which it is only voluntary for you to provide your personal data are to enable us to:
    1. Communicate with hellolulu.com visitors and business partners.
    2. Develop systems, services and procedures and information offerings tailored to your needs.

    3. Do market research. If any of our communications constitute direct marketing, we will separately seek your consent where required by applicable law.
D. The personal data which is obligatory for you to provide in order to receive registration services are:
    1. Any registration number previously issued to you by us.
    
2. Any password you previously created for your registration.
E. It is obligatory for you to provide your personal data in paragraph D above for us to provide the following services:
    1. Maintaining your registration.

    2. Informing you of benefits available through your registration.

    3. Relationship building.
    4. Data cleansing and profile updates.

    5. Enable us to process your order on hellolulu.com.
    6. Detect and prevent fraud.

F. We also offer interested visitors to this site to complete and submit applications for employment with hellolulu. It is obligatory for you to provide us with the personal data called for by the application form if you wish to be considered for employment with hellolulu. The information provided on the application will be used for purposes relating to potential employment with hellolulu.

G. We will take all practicable steps to keep your personal data confidential but we may disclose, transfer or assign such data to the following parties:
    1. Any agent, contractor, third party service provider or member of the hellolulu Living Solutions Limited worldwide who provides administrative, telecommunications, computer and other services to us in connection with the managing, processing and storage of your data pursuant to the purposes set out in this Privacy Policy.

    2. If we decide to sell any relevant part of our business, to any actual or proposed assignee, transferee or successor who agrees to assume our obligations to you under this Privacy Policy.

    3. Any person to whom we are under an obligation or permitted to make disclosure under the requirements of any Law.


III. DIRECT MARKETING

We also intend to use your personal data for direct marketing. In particular, your personal data will be used for:

    1. Communicating to you regarding new product launches and other promotional activities.

    2. Communicating to you regarding our promotional events including where applicable, member exclusive events, store openings and workshops.

    3. Communicating in and out of store services/promotions and events

    4. hellolulu membership program, birthday offer, sampling, digital campaigns, roadshow, in store promotion updates.

    5. Communicating joint promotion or events with shopping malls, department stores, credit cards, banks, magazines, television, websites, cultural, art or musical societies/organizations, charities or non-profit organizations.

    6. Cross brand joint promotions and/or events with brands within the hellolulu Living Solutions Limited of companies which includes our holding company(s), subsidiaries, and any associated company. If at any other point of time you do not wish us to use your personal data for use in direct marketing as described above, you may exercise your opt-out rights by notifying us at the address set out in Clause VII. below.
IV. DISCLOSURE

In cases where we do collect personal data from you, we will:

    1. Tell you (by way of this PICS or by a separate notification) that we are doing so and the use that we will make of such personal data we collect.
    
2. Where relevant, give you the opportunity to opt out.

    3. Tell you how we will store your personal data and how you can review, change and delete the personal data we have stored.
V. SECURITY

Except as mentioned in paragraph IV above, your personal data, however stored, will be accessed only by our employees or contractors who are authorised to do so. Where personal data is stored electronically, it will be kept on a separate server and will be password-protected (or under some equivalent form of protection) and accessible only by authorised personnel. Employees and contractors designated to handle personal data will be instructed to do so only in accordance with this PICS.

VI. YOUR RIGHT TO ACCESS AND CORRECTION

You may at any time request access to and to correct personal data relating to you in any of our records. You may also ask us to delete you or your personal data from any active mailing or distribution list. To exercise any of your rights, contact us at the address, facsimile number or email below, marking your communication "Confidential". In response, we may ask you to provide certain details about yourself so that we can be sure you are the person to whom the data refers. We are required to respond to your requests within 21 days, unless we do not accede to your request or extend this period in circumstances prescribed under applicable data privacy laws. Please note that we may charge you a reasonable fee for doing so.


VII. DATA PRIVACY INQURIES

If you would like to make any inquiries about your personal data or request that we cease use of your personal data for the above purposes, please contact us at:

Hellolulu Living Solutions Limited


Flat D, 8/F., Efficiency House,
No. 35 Tai Yau Street, 
San Po Kong, Kowloon, Hong Kong
Tel: (852) 3118 2892 ︳info@hellolulu.com

If you no longer wish to receive our newsletter, you can click the unsubscribe link at the footer of the newsletter.

VIII. RETENTION OF DATA
We will keep your personal data only for as long as necessary to fulfil the purpose for which the data was collected. We may also retain archived personal data for statistical purposes. Personal Data which is no longer required will be destroyed.

 

Warranty
 
hellolulu warrants the Product against defects in materials and workmanship for a period of 3 months (excluded sales items) from the date of original purchase.  If a defect arises and a valid claim is received by hellolulu within the Warranty Period, at its option, hellolulu will repair the Product or exchange the Product with a functionally equivalent new product. 

hellolulu shall not provide any warranty or repair service to the following:

(a) non-hellolulu Products;
(b) damage caused by accident or negligence;
(c) abuse or misuse of the Products;
(d)  failed to use the Products in accordance with written instructions;
(e) modification to the Products;
(f) any scratches or surface damage.

Please follow the below instructions to get your claim processed as fast as possible:

  • Please contact us before you sent the defective item to us.  Otherwise we will not be able to handle your claim request.
  • Box up your defective item; enclose a receipt from an authorized reseller.
  • Send item back via trackable shipping method (UPS, DHL, etc...) to the following address:

 

Hellolulu Living Solutions
Flat D, 8/F, Efficiency House,
No.35 Tai Yau Street,
San Po Kong, Kowloon, Hong Kong.
 
NEED MORE HELP?
 
Please feel free to contact us with any questions.
Office Hours: Monday to Friday (10:00am-5:00pm)
 
Email: info@hellolulu.com
Contact No. (852) 3118-2892