Refund & Claims Policy

1. What you are paying for

You pay a shipping service fee: we arrange for your parcel to get from Hong Kong to its destination. That fee does not include customs duties, taxes or other third-party charges in the destination country, unless we state otherwise in writing at the time of your order.

Operating entity: [to be filled in] | Registered address: [to be filled in] | Business registration (BR): [optional]

2. When a full refund applies

If you cancel before we have collected the parcel, or before it has been handed to our delivery network, we refund the shipping fee in full. Likewise, if we turn out to be unable to carry the parcel (it contains prohibited goods, exceeds a limit, or the destination is not served), we cancel the order and refund the shipping fee.

3. When a refund does not apply

Once the parcel has been handed to our delivery network the shipping fee is not refundable — transport has started and the cost has been incurred. Nor do we refund where: the recipient refuses the parcel; the address is wrong or repeated delivery attempts fail because nobody is there; the parcel is held, confiscated or returned because of an untrue declaration or prohibited contents; or damage results from inadequate packing.

4. Lost parcels

If the tracking has not moved for a long time, or the parcel is confirmed lost, tell us as soon as you can. We open a case with our delivery network and come back to you with the outcome. Compensation is not an automatic fixed sum — we assess it case by case, weighing the declared value of the contents, the nature of the goods, the terms of the service you chose, and what can be recovered from the delivery network.

5. Damaged parcels or missing items

Tell us within 14 days of receiving the parcel, with: clear photos (the item itself, the outer packaging and the shipping label), a record of the unboxing, your order number and the declared value. The most important step: keep the original packaging and the goods, do not throw them away — without the packaging and photos it is very hard for us to make the case to our delivery network.

6. How a claim runs

Step one: send us the order number and the evidence through the contact page. Step two: we confirm receipt and open a case with our delivery network. Step three: once the investigation is complete we tell you the outcome and how we will handle it. How long that takes depends on the delivery network and the procedures in the destination country, and we keep you updated in the meantime.

7. What is not covered

We are not responsible where: the contents are prohibited or restricted (including undeclared items); the declaration or declared value is untrue; the packing was not sufficient for normal transport; the address or recipient details were wrong; customs inspected, held or confiscated the parcel; or the delay was outside our control (weather, strikes, public events and so on). Fragile and high-value items are sent at your own judgement — our standard service is not insurance.

8. How a refund is paid

Refunds go back to your original payment method and are processed by our third-party payment service. How quickly it appears is decided by your card issuer or the payment provider and is outside our control. If we need to verify your identity or get missing information, the refund starts once we have it.

9. If you disagree with the outcome

Tell us again and we will look at your case afresh. If it still cannot be resolved, this policy and your order are governed by the laws of the Hong Kong Special Administrative Region.

10. How this policy relates to our terms

This policy forms part of our Terms of Service. If anything here conflicts with them, the Terms of Service prevail.