Shipping Policy

ORDER PROCESSING TIME

All orders placed on our website are processed & shipped within 3 business days (excluding weekends and holidays). If you have placed the order during the weekends or holidays, your order will be processed within the next business day.

* For Pre-Order items: Please refer to the shipping date specified on the product page.

Once processed, you will receive another notification when your order has shipped that will include the tracking number for you to be able to track your shipment.

All orders are shipped from our international warehouse located in Hong Kong.

 

WORLDWIDE DELIVERY

We offer FREE worldwide express shipping for orders placed on our website. All orders are shipped via FedEx and take an average of 5-10 business days (not including weekends and public holidays) to be received once dispatched from our warehouse.

  • As of 1st March 2024, all shipments to the US are now sent via FedEx. For any orders placed before this date and have chosen to have the order shipped via the Standard Shipping option (please refer to the order confirmation email you have received), these orders will take between 15-20 business days to receive once shipped.
  • The duration of delivery provided above is an estimate only based on our experience with the courier. Delivery time may vary in cases of situations beyond the control of the courier (e.g. Extended customs clearance, severe weather conditions, government lockdown, movement restriction policies, strikes, riots, etc). We advise that you monitor your shipment status regularly via the tracking link that is provided to you via email.

 

SPLIT SHIPMENT

Due to logistics and other operational needs, we reserve the right to split the order without prior notification.

 

VAT / IMPORT TAX

For shipments to the US, any order below the value of US$800 is not taxed. Orders valued higher than this will be taxed by the customs of the US and are not covered by our free shipping services.

For Shipments to the UK, the price calculated upon checkout includes the VAT that will be remitted to HMRC upon shipment of the order.

For all other countries not mentioned above, be advised that the prices on our website are non-inclusive of local tax, VAT, import fees or other shipment clearance costs which may apply depending on where you are. Any charges applied upon import are the customer's responsibility and must be paid by the customer.

 

REFUSED / RETURN TO SENDER SHIPMENTS

Refused & return to sender packages that are not received due to negligence on the part of the recipient due to the following reasons;

  • Incorrect & invalid shipping information (e.g wrong delivery address, wrong contact number)
  • Refusal to pay import duties when requested by customs
  • Refusal to provide local customs assistance in providing information
  • Refusal to collect shipment at designated collection points (for addresses where couriers cannot redeliver to)

These are refunded only once when the shipment is received back in our warehouse, less the cost of shipping to and from the destination country, as well as any applicable duties and taxes.

 

LOST SHIPMENTS

If your shipment is marked as delivered on the courier's tracking page but you have not received it, please check with everyone in your household, as someone may have accepted it on your behalf.
Additionally, verify with your neighbours or building reception, as the package may have been handed over to them for safekeeping.

If there has been no tracking update for over 7 business days, please contact our customer support team for assistance.

Please note that claims for lost shipments are valid only within 30 days of dispatch. Claims submitted after this period cannot be processed as the window for claim investigation will no longer be entertained by the courier.

 

DELIVERY RESTRICTIONS

We offer FREE worldwide shipping with the exception of the following countries/regions.

  1. Russia
  2. India
  3. Pakistan
  4. China
  5. South & Central America
  6. Africa
  7. Middle East (except Dubai & Abu Dhabi)
  8. Iran
  9. Canary Islands
  10. Turkey
  11. Ukraine
  12. Greece
  13. Belarus
  14. Tajikistan

*We do not ship to APO/FPO and PO BOX addresses and a valid physical address is required in order to process your order. We also do not ship to ships, fairs, trade shows, exhibitions, hotels, campsites or transitory addresses nor to building sites or mobile sites.

*For mail forwarding company deliveries, be advised that we will not be held liable for the mishandling of delivered shipments by these establishments. The recipient is responsible for ensuring the address provided includes a valid name during delivery and monitoring of its shipment. Any lost shipment due to incomplete details provided will not be replaced.