Shipping & returns

Will I be charged for delivery and when will the goods be shipped?

We are currently having a free shipping on all orders limited time offer.

The scope of delivery is currently limited to Hong Kong only.

Local Door-to-Door Delivery fee for all Hong Kong locations will be waived.

Shipping Service Provider: Hong Kong local orders will be primarily shipped by SF Express.

Shipping Arrangements: All deliveries will be scheduled within 2 calendar days of payment confirmation.

Delivery Time: We estimate that under normal circumstances, local shipping will take approximately 2-4 business days (depending on the shipping provider).

Due to the pandemic impact and the mandates in place, your order may experience a shipping delay.

After the order is successfully placed, the system will inform you of the estimated delivery date based on the shipping address.

In addition, please be aware that scheduled delivery is not available.

Changes in shipping address will not be accepted after the order is confirmed.

Overseas address is not accepted

Special Reminder

• Pre-sale and some special editions products may not apply to the above delivery lead time, customer service team will inform you accordingly.
• During peak periods, due to the high volume of orders, it may affect the delivery time. Please understand that if you have not received the goods long time after receiving the shipping confirmation, please wait patiently or contact the courier company.
• We will try our best to deliver the goods within the above estimated delivery lead time. If we fail to deliver within the estimated timeframe, you can cancel the order and receive a full refund of the payment. Other than that, we will not make any compensation to you.
• In case of special circumstances (such as warehouse stock take, holidays), weather, manpower and other factors leading to delayed delivery or extended delivery time, customer service will notify the customer in advance.
• After the buyer has left the message, the customer service will manually review the message. Therefore, if your order has a message, it will affect the normal delivery and delivery time limit.
• If the shipping address or information you leave is incorrect or not completed, it will directly lead to the failure to deliver or delay the delivery time.
• If one or more of the items you ordered are out of stock or there are other conditions that cannot be delivered, Customer Service team will contact you in time and proceed with the subsequent cancellation of the order and refund process.

RETURN /EXCHANGE OF PRODUCTS

• Return / exchange without quality issuesFor Products purchased at the Website, you can apply for a return / exchange within fourteen (14) calendar days from the date of receipt of the Products (based on the date of receipt on the logistics document). Unless there is product quality problem, all products are allowed to exchange once only, and such exchange must be a product of the same style and in the same colour.Please note that we only accept returns / exchanges if the returned / exchanged Products meet the "Return / Exchange Conditions" and do not belong to the "Return / Exchange Exclusions”described below. This return / exchange rule also applies to markdown items and promotional items.
• Return / exchange with quality issuesFor Products with quality problems purchased at the Website, you can request a return / exchange within one month from the date of purchase. It is our policy to satisfy the“Return / Exchange Conditions”described below and the quality problems are verified by our after-sales service center.Please note:

a.Small threads, raw edges (commonly seen on apparel), colour differences due to different monitors (different displays, colour differences are not avoidable), thickness of the Products, running threads, hand-feel and other similar details, etc, are not recognised as quality issues.

b.Return / exchange due to reasons such as style, colour and subjective preferences are not a return / exchange for Products with quality issues.

c.Damage caused by improper use, wash or damage caused by your own alteration or other human factors will not be considered as a quality issue.

d.If the Products are clearly indicated with defects at the time of purchase, i.e. B-grade or products with identified cosmetic defects, such defects are not considered as quality problems and will not be accepted for return / exchange.

e.When selecting the size, please refer to the size chart and choose the size that suits you. The customer service team can only provide suggestions, not as the basis for your final purchase decision. If the you return / exchange due to size issue, it is not a return / exchange of Products with quality issue.

f.The size specifications of the Product shall be subject to the actual Product.

• Return / Exchange conditions

a.the Products are sent back within the stated return / exchange period;

b.the Products are in original condition (for example, the Products are kept intact, unused, unwashed or unaltered, no stains or cosmetics on the products) and the conditions for re-sale of the Product has not been affected;

c.the outer package of the Product is intact (including the plastic bag or box; please do not stick any tapes or labels directly on our shoe boxes, please put the shoe box into another box or bag), the Product accessories, instructions, tags, labels, etc. should all be kept intact;

d.If the Product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the price of the gift we have indicated.

• Return / Exchange Exclusions:

a.Products not sold through the Website, i.e. HKESHOP Hong Kong official online store;

b.Products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed;

c.customized products without quality problems;

d.underwear, socks, swimwear and selected limited edition products without quality problems;

e.where the Product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition;

f.where the electronic invoice or order number issued at the time of purchase is lost;

g.orders that exceed the return / exchange period;

h.Products that are clearly indicated with defects at the time of purchase, and then returned / exchanged with defective reasons; and

i.other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.

Please also note that you may process returns / exchanges online only for purchases made on the Website. You cannot return / exchange Products purchased on our Website at our HKESHOP stores, and vice versa.

• Return / Exchange processPlease refer to the Help Centre or contact our customer service for specific return / exchange procedures, which shall form part and parcel of these Terms and Conditions.When returning the Product please indicate the reason for the return in the delivery note for timely processing. If the delivery note is lost, please prepare a blank sheet of paper and fill in your name, order number, item number, quantity and reason. You also need to indicate the item number, colour, size and other information related to the returned / exchanged Product(s).The newly exchanged item will be sent to the delivery address on the original order; if there is any change in the delivery address, please let our customer service know in advance. If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
• Return / Exchange delivery and postage instructionsPlease note that we only accept returns / exchanges by SF Express. Returns / exchanges from normal mail, registered mail and express delivery will not be accepted. For return / exchange without quality issues, the cost of postage is borne by you.We recommend that you insure your package for safe return to us, and you are requested to declare the full value of the shipment to the courier company so that you are completely protected if shipment is lost or damaged in transit. If you choose not to insure or declare the full value of the returned / exchanged Products, you will be responsible for any loss or damage to the Products during shipping. We are not responsible for any risk of damage to, or loss of the Products upon return.
• Refund timeFor the returned Products, once we confirm that the return conditions and requirements are met, we will refund the actual payment within 7-10 business days after receiving the returned Product(s), but:

a.We have the right to deduct the partial refund amount if your returned Products were bought together with other Products to enjoy our threshold promotions or offers;

b.We have the rights to deduct the shipping fee from your refund amount if your returned Products were bought together with other merchandise to enjoy a free shipping promotion.

The time of receipt of the refund depends on different refund methods. The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 10-15 business days.If the return does not meet the return conditions or requirements, we will contact you and return the Product(s) to you at your cost.