To ensure the smooth delivery of your order and clarify related responsibilities, please read the following information carefully.
1. Delivery Service Information
① Shipping Method: All orders from our store are delivered via our partnered courier companies.
② Shipping Fees: Items under our "Merchant Delivery" service cannot be combined with items from other merchants for shipping fee calculation. Free delivery to commercial/industrial areas in Hong Kong is available for orders meeting a specified amount, as displayed on the product page.
③ Address Confirmation & Modification (Important):
After order processing, our customer service will send an address confirmation message via SMS or WhatsApp within 24 hours.
You must verify and respond within 1 hour of receiving the confirmation message. As our products are shipped directly from overseas, logistics cannot be intercepted once initiated. No address changes will be supported after this deadline. Any consequences of misdelivery or delay resulting from an unconfirmed or incorrect address will be your responsibility.
④ Additional Charges:
Remote Area Surcharge: A HKD 20 surcharge may apply for deliveries to remote areas or residential estates.
Staircase Handling Limitation: For addresses requiring access above the 3rd floor (without elevator), the courier may be unable to provide door-to-door delivery or may charge an additional staircase handling fee. In extreme cases, delivery may not be possible.
Fee Notification: If your order incurs any of the above charges, the specific amount will be notified to you along with the address confirmation message.
Proactive Communication: If you are aware that your address falls under the above categories (remote/residential/high floor), you must proactively contact customer service immediately upon receiving the confirmation message to confirm the handling solution. Subsequent requests for address changes or fee disputes related to these conditions will not be accommodated.
2. Returns Policy Reiteration
To ensure fair transactions, our returns policy is clearly stated as follows:
① Returns for Quality Issues Only: We only accept returns for verified quality defects in the product's workmanship or functionality (e.g., cracking, malfunction). Returns or exchanges for personal reasons (e.g., dislike, colour difference, wrong size choice, used condition) are strictly not accepted.
② Returns Process: If you suspect a quality issue, you must submit a request via the "Order Record" page on the HKTVmall platform within 7 days of receipt, providing clear evidence. We will conduct verification, and the final decision rests with our store.
③ Returns Costs: For returns verified as quality issues, the shipping cost will be borne by us. Return requests for non-quality issues or where the product condition does not meet return requirements (e.g., used, incomplete packaging) will be rejected, and the return shipping cost will be your responsibility.
Please ensure your delivery address is accurate before placing an order and acknowledge the above terms. Thank you for your support and cooperation.
