Terms & Policies

If the product arrives damaged or does not match the order description, and the damage was not caused by you, you may contact our customer service department to request a return or exchange within 14 days of receiving the product (based on the delivery receipt signature record), defined as the "Return/Exchange Period". Within this period, you may choose to visit our designated store in person (G/F, 241 Des Voeux Road West, Sai Ying Pun, Hong Kong) or arrange for a courier to send the product back to our Hong Kong warehouse for return or exchange. To ensure accuracy, if you choose to return/exchange the product by mail, it must be dispatched within the Return/Exchange Period. The customer is solely responsible for all return shipping costs.

When returning or exchanging products, the product must remain in its original condition, including complete packaging, labels and accessories, gifts or vouchers provided at the time of purchase, and must be accompanied by the original receipt or invoice or related e-receipt.

Please note that the following products are non-returnable/non-exchangeable:

(a) Products whose original packaging has been opened, marked/damaged, is incomplete, or has been used;

(b) Discounted or clearance products;

(c) Products whose contents have been consumed, used, worn, washed, or disassembled into smaller parts;

(d) Gift cards and e-vouchers; and

(e) Any products that have passed their expiration date.

If you choose to return or exchange items from Hong Kong, the package should arrive within 15 days. If shipping from other regions, return packages typically take up to 21 days to reach our store. Once our warehouse receives the returned items and confirms they meet the return and exchange conditions, we will process your refund or exchange for an item of equal value within 2-5 business days of receiving the returned goods.

If you choose to exchange an item, we will arrange for free local express delivery. After dispatch, we will send you the tracking number so you can check the delivery status. For more information on delivery arrangements, please refer to the section below.

If you request a refund, we will process it after confirming your refund request. The refund will only cover the price of the product and will not include any shipping fees, credit card or payment system transaction fees, and/or any other charges (if applicable) incurred for that order. Once the refund request is confirmed, the refund will be processed to your original payment method within approximately 14 business days. The exact timing depends on your bank, credit card institution, payment system, etc., and we cannot guarantee or commit to a specific refund timeframe.

Please note that the refund amount will be the actual amount paid by the customer (the true payment amount after deducting any discounts). The equivalent cash value of any discounts will not be refunded. For one-time limited coupons, new customer exclusive discounts, and promotional limited discounts: upon return, the eligibility for the discount will be forfeited and cannot be re-claimed or re-issued. If the returned or exchanged product involved earning any membership points, the deducted points will be returned to the customer's membership account after the return and can be used for future purchases.

Currently, we only provide delivery services to Hong Kong, mainland China, Macau, and Taiwan.

Each order will only have one delivery attempt to your designated delivery address. Please ensure that the delivery address, recipient's name, and phone number you provide are accurate. Please note that we do not deliver to PO boxes or hotels.

Generally, we arrange delivery through SF Express Hong Kong. Once your order has been dispatched and arranged for delivery, we will notify you by email and provide a waybill number and tracking link, allowing you to easily check the delivery status at any time.

Hamper orders, large quantity orders, or orders with bulky items will be arranged for delivery by other means.

When your order reaches a specific amount (please refer to our latest announcement), you can enjoy free delivery service. If the order amount does not reach the specified amount, the system will charge a fixed shipping fee based on the delivery address, and the specific amount will be displayed on the checkout page.

Delivery times for each region are as follows: