FAQ

ORDERING


Do I need to have an account to order?


No, you can also place an order as a guest. However, creating an account with us offers the following benefits:

  • Faster checkout process
  • Easy access to your order status and order history
  • Exclusive updates on new releases and special promotions

WHAT IF I FORGOT MY PASSWORD?


On the login page, click "Lost password?" and you will be redirected to a page where you can reset your password securely.

WHAT IF I TYPED THE WRONG EMAIL ADDRESS?


Please contact us immediately to update your email address. We can modify your email address, name, and contact information, but we cannot change order details once the order has been processed for shipping.

ARE THERE ANY EXCHANGE RATES?


All transactions on our website are denominated in US Dollars. If your credit card is issued in a different currency, your final charge will be calculated using the daily exchange rate applied by your card issuer on the date the transaction is processed.

WHAT PAYMENT METHODS DO YOU ACCEPT?


We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

HOW SECURE IS MY ONLINE ORDER?


All online purchases are processed through an SSL-secured web page. Your credit card information is encrypted and transmitted directly to our payment processor's network for authorization and approval. We do not store any full credit card information on our servers, in compliance with the Hong Kong Personal Data (Privacy) Ordinance.

HOW DO I CHANGE OR CANCEL MY ORDER?


We reserve the right to accept or decline any order at our sole discretion, even after an order confirmation has been sent or credit card authorization has been obtained. If an order is canceled by us after credit card authorization, we will issue a full refund to your original payment method.

Cancellation Policy (Hong Kong Consumer Rights Compliant)


  • Before order processing: You may cancel your order free of charge at any time before it enters the processing stage.
  • During processing: Cancellations made after the order has been processed but before shipping will incur a reasonable handling fee of up to 10% of the total order value, to cover administrative and payment processing costs.
  • After shipping: Orders that have already been packed or shipped cannot be canceled. You may return the item in accordance with our Returns Policy below.

Note: Under the Hong Kong Consumer Rights Ordinance, you have a statutory 7-day cooling-off period for all remote purchases. You may cancel your order within 7 days of receiving the goods for any reason and receive a full refund, subject to the exceptions listed in our Returns Policy.


HOW DO I SET MY SHIPPING ADDRESS?


All address information must be entered in English, including punctuation marks. If your address contains non-English characters, please use the closest English transliteration.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?


Your shipping address cannot be modified once the order has been processed or shipped. We recommend using your residential address instead of a temporary or vacation address, as we cannot guarantee delivery times if the package is held by customs or the courier.

WHEN WILL MY ORDER ARRIVE?


Delivery times depend on the shipping option you select. Once your order has shipped, we will send you a tracking number via email within 24 hours. We are not responsible for delays caused by customs clearance, courier disruptions, or other factors beyond our control.

HOW DO I TRACK MY ORDER?


We will email your tracking information as soon as your order has been dispatched. If you do not receive a tracking number within 5 business days of payment, please contact our customer service team.

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?


Promotion and discount codes cannot be combined with other offers unless explicitly stated otherwise.

WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?


If you receive an incomplete order, please contact us immediately with your order number and photos of the package and its contents. We will investigate and resolve the issue as soon as possible.


SHIPPING AND CUSTOMS


WHEN WILL MY ORDER BE PROCESSED?


All orders are shipped from our warehouse in China. Orders are processed Monday to Friday, within 2-3 business days of payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

Please allow additional processing time during peak sale periods and holidays.

How will my order be shipped?


For detailed information on shipping methods, rates, and delivery times, please refer to our Shipping Policy page.

Hong Kong Customs Information


Hong Kong is a free port, and most consumer goods are exempt from import duties and taxes. However, certain restricted items (such as tobacco, alcohol, pharmaceuticals, and luxury goods) may be subject to duties or require special permits. Any applicable duties or taxes are the responsibility of the customer.


RETURNS


HOW DO I RETURN AN ITEM?


Statutory 7-Day Cooling-Off Period (Hong Kong Law)


Under the Hong Kong Consumer Rights Ordinance, you have the right to return any item within 7 calendar days of receiving it for any reason, and receive a full refund. The item must be unused, in its original packaging, and in resalable condition.

Extended Returns Policy (Our Voluntary Offer)


In addition to the statutory cooling-off period, we offer an extended returns window of up to 30 days from the date of delivery. To initiate a return, please contact us with your order number and the reason for return. Our customer service team will review your request and provide return instructions.

All returns must be in original condition with all packaging, accessories, and documentation intact.

Will shipping be covered for my returns?


All return shipping fees and other associated costs are the responsibility of the customer, except in cases where the item is defective, incorrect, or damaged upon delivery.

What if the item(s) I received is defective/incorrect/damaged?


If you receive a defective, incorrect, or damaged item, please contact us within 7 calendar days of delivery. Please include your order number, clear photos or videos of the item and packaging, and a description of the issue. We will arrange for a replacement or full refund at no cost to you.

HOW LONG IS THE RETURNS PROCESS?


Once we receive your returned item, we will process your refund within 14 business days. You will receive a confirmation email once the refund has been issued.

WHEN WILL I RECEIVE MY REFUND?


All refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to your card issuer within 7-10 business days of processing. Please allow additional time for your bank to post the credit to your account.

If you have not received your refund within 14 business days of our confirmation email, please contact your bank or credit card issuer first, as processing times may vary.

Non-Returnable Items (Compliant with Hong Kong Law)


The following items are not eligible for return or refund:

  • Personalized or custom-made items
  • Perishable goods
  • Items that have been unsealed, used, or damaged by the customer
  • Digital products or downloadable content
  • Items purchased from third-party retailers or authorized resellers