Exchange & Shipping Policies
Almost all our products are made to order (except a small percentage or ready made items) and since they are bespoke items, we do not accept exchange, refund or returns unless the products are faulty during production.
Cancellation within 48 Hours - Should you have a change of mind after ordering and before our production begins, please contact us immediately and we can cancel the transaction if only the notification is sent to us within 48 hours after your purchase. We will be happy to refund 100% to your original payment method.
Cancellation after 48 Hours - If you want to cancel your orders after 48 hours, please contact us and please note that we will charge a 20% handling fee.
Once your order is sent out, we do not accept cancellation of orders.
All orders will be shipped out within three business days if they are ready made items, and only after payment is cleared.
Shipping Time - If the order is a bespoke item which means we especially make for you, it can take up to 10 - 21 business days to ship. If you are in a rush to receive your bespoke orders, we will reserve the right to charge a 20% rush fee.
Before you place your order, you must read the description of all the listings carefully whether or not it is in stock or have to be made for you, and take note on the turnaround time. Always contact us and let us know your needs.
We send out all orders from Hong Kong. For orders sent to other Asian countries, it can take up to 7 - 10 business days to arrive. For orders sent to the rest of the world, it may take up to 14 - 21 days for delivery! From our past experiences, Canada has the slowest shipping and it did take up to 3 weeks for a client to receive her order.
Shipping Rates - The shipping rate is calculated at checkout. This has included the registered post fee. We will only send out orders with registered post as this is the best way to make sure the parcel is signed and received. Please note that registered post service is not completely trackable. It will only show the parcel is shipped and when it is signed and received.
Please note that we can only send out your orders to a physical address and with your own signage. We do not post to P.O. Boxes except for military bases. Please also be kindly reminded that should you assign a third party to sign and collect your parcel on your behalf, we do not take any responsibilities if it is lost and/or stolen.
Self Pick Up - We offer our Hong Kong customers a free self pick-up from our studio. Please select this option at checkout and contact us to arrange a pick-up time.
Trackable Shipment - Should you need trackable service from the moment the order is shipped, and during its transition, please email us to get a shipping quote. The cheapest offer we can get is Speedpost by the HongKong Post (operated by the Hong Kong Government). It is safe and trackable all the way. The fastest delivery we have experienced is 3 working days from Hong Kong to any part of the world. Please note that although it claims to be a much more speedy delivery, your parcel can always be held up at the Customs Department of your country and thus causing your parcel to delay. Or simply because you have given us a wrong mailing address. Please read carefully the address information you have given to us when you check out. However much we wish so, it will be impossible for us to reconfirm your address with you before we ship out your orders. We will only ship out orders to the address you type at checkout.
Other more expensive carriers will be the likes of DHL and UPS. We will only ship with a complete trackable service after you agree to the shipping cost (and your designated carrier) and pay for the extra shipping fee.
First Time Customers - For security reasons, if you are a first time customer, we will only ship out your orders to your billing address. You may send your orders to other designated addresses other than your billing address from your second order onwards.
Damaged Shipment - We wrap your order very carefully (sometimes using recycling materials) to avoid breakage or damage during shipment. If however, you happen to receive your products in a damaged condition, please contact us immediately and send pictures of the damaged items. We will arrange replacement at our discretion. Please do not send us back the damaged orders before contacting us as we may not honour a replacement or a refund.