Shipping Policy

Order Processing Time

All orders are processed within 7 business days after payment confirmation. This is the time we need to pick, pack, and hand over your parcel to the carrier. Processing time does not include shipping transit time. Orders placed on weekends or public holidays will be processed the next business day.

You will receive a shipping confirmation email with a tracking number within 1 business day after your order has been dispatched.

Carriers & Tracking

We cooperate with DHL and Royal Mail as our primary international logistics partners. The actual carrier assigned to your order will be shown on the tracking page. We also work with local last-mile delivery services depending on the destination.

For dispute or claim purposes, the following information will be available:

• Actual carrier name — shown in your shipping confirmation email and tracking link.
• Tracking number — provided in the confirmation email, valid for tracing on the carrier's official website.
• Ship-from address — all orders are dispatched from our Hong Kong warehouse: RM 1105-4, 11/F BLK C PHASE 1 KWAI SHING IND BLDG 36-40 TAI LIN PAI RD KWAI CHUNG HONG KONG.

We recommend keeping your tracking number and shipping confirmation email as proof of dispatch. These records serve as valid evidence in case of delivery disputes or insurance claims.

Estimated Total Delivery Time

Total delivery time = Processing time (up to 7 business days) + Transit time.

• Transit time to European countries: 7–20 working days after dispatch.
• Transit time to other regions: Typically 10–25 working days, depending on the destination and customs processing.

Please note that these are estimates. Actual delivery may vary due to customs clearance, local postal efficiency, or peak seasons (e.g. Christmas, Black Friday). We recommend placing orders early during holiday periods.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the sole responsibility of the customer and are not included in our shipping fees. We are unable to predict or control these costs. Please check with your local customs office before placing an order if you have concerns.

In some cases, customs clearance may cause delivery delays beyond our control. We will assist with any documentation needed for customs, but we cannot expedite the clearance process.

Lost or Missing Parcels

If your package is lost in transit or marked as "delivered" but you have not received it, please follow these steps:

• Contact our customer service at [email protected] within 14 days of the expected delivery date.
• Provide your order number and tracking number so we can investigate with the carrier.
• We will file a claim with the carrier on your behalf. If the carrier confirms the parcel is lost, we will issue a full refund or send a free replacement — whichever you prefer.
• For parcels marked "delivered" but not received, please check with your neighbors, building management, or local post office first. If still not found, we will initiate a carrier investigation (which may take up to 15 business days).

Note: We cannot be held responsible for lost packages if the delivery address provided at checkout is incorrect or incomplete. Please double-check your shipping address before placing your order.