Shipping policy

Quick facts

Summary only; the numbered points below prevail.

Processing Usually 24–48 hours. If we cannot dispatch within 7 days of receiving your payment (excluding Chinese official public holidays only), you may wait or accept a substitute with double reward points, or cancel for a full refund (point 1).
Delivery Most international orders: 10–30 calendar days after dispatch. United States: around 20 days on average. Estimates only, not guaranteed (point 8).
Duties & taxes EU member states: EU-wide VAT and import charges prepaid by us; member-state surcharges are yours. United States: import duties and taxes prepaid by us, included in the checkout price. All other destinations (including the United Kingdom, Norway, Switzerland, etc.): paid by the recipient unless stated at checkout (point 9).
Cancelling Not yet in preparation (including night-window orders): order total, less the PayPal/Shopify Payments processing fee (in full for other payment methods). In preparation, no tracking number: 85% of the product amount (90% for other payment methods), plus shipping in full. After a tracking number is issued: 70% of the product amount (75% for other payment methods); shipping not refunded. (point 16).

Contents

A. Order processing and shipping timelines

1. Order processing timeframe

Orders are typically processed within 24 to 48 hours. In cases where one or more items are out of stock, additional time may be required to replenish our inventory.

If we cannot dispatch your order within 7 days (e.g. an item is out of stock), we will let you know, and you may choose to:

Your choice What you receive
Wait Double reward points on the order (equivalent to a 10% discount), even if the order already received other discounts. Credited when the order is dispatched.
Accept a substitute Double reward points on the order (equivalent to a 10% discount), even if the order already received other discounts. Credited when the order is dispatched.
Cancel A full refund.

How the 7 days are counted: The 7 days run from the date we receive your payment (for payment methods other than PayPal or Shopify Payments, the date we confirm receipt) and exclude Chinese official public holidays only; delays for any other reason — including stock shortages and force majeure such as war, changes in international trade rules, customs restrictions or carrier suspensions — count toward the 7 days.

Reward points terms:

  • “Double” is a multiple of the points the order would normally earn under our rewards program. Double points are the total for the order, not in addition to the normal points.
  • Points are subject to the rewards program terms and cannot be exchanged for cash.

2. China Post (all destinations outside the EU) — dispatch schedule

China Post serves all destinations outside the EU, including the United States, the United Kingdom, Norway, Switzerland, etc. Parcels sent via China Post are collected from us on Mondays, Wednesdays and Fridays, at approximately 12:00 PM to 3:00 PM.

This is our usual dispatch schedule only. It is not guaranteed and may be adjusted for operational reasons or Chinese public holidays. On occasion, dispatch may shift to Tuesdays, Thursdays and Saturdays instead.

3. China Post — same-day dispatch

For orders sent via China Post where all items are in stock and the order is placed before 12:00 PM on a dispatch day, we aim to dispatch the order on the same day. Orders placed after 12:00 PM will be dispatched on the next dispatch day.

4. China Post — sender and responsibility

We dispatch parcels via China Post under the name of a designated staff member acting as our agent at the China Post office. This procedure does not affect our commitment to take full responsibility for the transportation of your order.

5. DHL / PostNL (EU member states)

This route serves EU member states only. All countries outside the EU — including European countries such as the United Kingdom, Norway and Switzerland, etc. — are shipped by China Post. Orders to many EU member states are shipped through a third-party partner carrier:

  1. The parcel first travels domestically within China (about one day).
  2. It is then carried out of China and cleared through customs in the Netherlands or Germany.
  3. It is handed to DHL or PostNL for final delivery.

Tracking on the DHL or PostNL website only begins to update after the parcel has cleared customs in the EU. Before that point there will be no tracking updates — around 10 days on average — even though the parcel is in transit. This silence is a normal part of this route and does not mean the parcel has not been shipped or is lost.

6. Tracking and notifications

  • Once your order is shipped, we will update you with the tracking number through email notifications and on the order page.
  • We photograph your items before dispatch and send the photos with your tracking number where possible.
  • Tracking information usually becomes visible online on the day of dispatch; occasionally, due to carrier processing delays, it may only appear on the following day.

7. Inquiries and support

For any questions regarding shipment, destination details, shipping routes and costs, packaging, delivery timelines, or other related concerns, please feel free to contact us anytime via social media or email.

B. Delivery estimates, customs and delivery

We want shipping to be fair and predictable for both sides, so the points below set out what you can expect from us and what we need from you, with no surprises either way.

8. Estimated transit times

The processing times above are separate from transit time, which runs from the date of dispatch.

Destination Typical transit time after dispatch
Most international orders 10 to 30 calendar days
United States Around 20 days on average

These are estimates only, not guaranteed delivery dates. Actual transit times vary with the destination, customs clearance, weather, peak seasons and local carrier workload.

9. Customs, duties and taxes

  • EU member states (DDP): VAT and import charges under the EU-wide rules are prepaid by us and included in the checkout price. If, however, an individual EU member state charges additional fees under its own national rules, beyond those EU-wide charges, those additional fees are the customer's responsibility: the EU-wide taxes are already covered by us, and we have no means of collecting or paying such member-state surcharges on your behalf.
  • United States: import duties and taxes are prepaid by us and included in the checkout price.
  • Prepaid duties: For EU member state and United States shipments, the duties and taxes described above have already been paid by us; if customs or the postal service at the destination charges you separately, that charge is not our responsibility.
  • All other destinations (including the United Kingdom, Norway, Switzerland, etc.): duties and taxes are payable by the recipient unless stated otherwise at checkout.

We declare the contents and value of every parcel in accordance with the carrier's and destination country's customs requirements. If you need a specific declaration (e.g. for a gift), please note it at checkout; we cannot make declarations that are false or unlawful.

Refusing a parcel because of customs charges is treated as a refusal of delivery under point 2 of our Refund Policy.

10. Delivery address

We ship to the address provided at checkout. Please make sure it is complete and accurate, including a phone number where required. We are not responsible for failed delivery caused by an incorrect or incomplete address provided by the customer.

11. Delivery attempts and collection

  • If the carrier cannot deliver, the parcel may be held at a local post office or pickup point; please collect it promptly within the carrier's holding period.
  • A parcel is considered delivered when the carrier's tracking records show it as delivered.
  • If tracking shows delivered but you cannot locate the parcel, please first check with household members, neighbours and your local post office.
  • If tracking shows delivered but you have not received the parcel, notify us within 14 days of the delivery scan; we will open a carrier investigation and resolve the case based on its outcome.

12. Split shipments

An order containing several items may be shipped in more than one parcel, each with its own tracking number.

C. Delays, reshipments, returns and cancellations

13. Delays and lost parcels

Delays caused by customs inspections, weather, carrier disruptions, strikes, public holidays or other events beyond our control do not by themselves entitle the customer to cancel an order that has already been dispatched (see our Refund Policy).

If a parcel's tracking shows no movement for 45 consecutive days, or the carrier confirms that it is lost, we will treat it as lost in transit and reship your order or refund you in full, including the shipping fee, in accordance with our Refund Policy.

14. Reshipments for problems in transit

If a parcel is delayed, held, or returned to us because of a problem in transit — for example a customs clearance issue or another carrier or transit problem — we will reship your order automatically and as soon as possible.

A reshipment is a continuation of your original order, so we do not ask you to confirm again whether you still want the order before reshipping. The only exceptions are if, before the reshipment is dispatched:

  • we have contacted you to confirm how to proceed, or
  • you have contacted us to cancel the order or to agree on a different arrangement.

In those cases we will follow what has been agreed.

If you contact us to cancel after the reshipment has already been dispatched, the cancellation is handled under point 2 of our Refund Policy: please refuse the delivery, and once the parcel is returned to us and inspected, we will refund 70% of the product amount (75% if you paid by any payment method other than PayPal or Shopify Payments), less the deductions set out there; the shipping fee is not refunded.

15. Parcels returned to us

Parcels returned to us because they were refused, unclaimed, or undeliverable due to an incorrect or incomplete address provided by the customer are handled under point 2 of our Refund Policy. Once a tracking number has been issued, the shipping fee is non-refundable, except in product-reason cases.

16. Cancelling an order

If you ask to cancel for your own reasons, the refund depends on:

  • when your order was placed,
  • when your written cancellation request reaches us (both in Hong Kong time, HKT), and
  • whether we had started preparing your order (e.g. weighing, packing or photographing items) at that time, as shown by our order-processing records and confirmed to you in our reply.
Situation PayPal or Shopify Payments Any other payment method
No tracking number issued, and either: the order was placed between 7:00 PM and 7:00 AM HKT and your request reaches us within the same overnight period (before 7:00 AM HKT on the morning immediately following the order); or, in all other cases, we had not yet started preparing your order Order total, less only the non-refundable payment processing fee Order total in full
No tracking number issued, and we had already started preparing your order 85% of the product amount (the items subtotal, excluding shipping), plus the shipping fee in full 90% of the product amount, plus the shipping fee in full
Tracking number issued 70% of the product amount; shipping fee not refunded 75% of the product amount; shipping fee not refunded
  • Once a parcel is in transit it cannot be recalled: you will need to refuse the delivery, and refunds at that stage are made after the parcel has been returned to us and inspected.
  • If the parcel is delivered before you can refuse it and you post it back yourself, the return postage is yours to pay — you would then be paying for shipping in both directions.
  • For PayPal or Shopify Payments, the payment processing fee is not refunded: in the first case it is deducted, and in the 85% and 70% cases it is already covered by the retained portion and not deducted again.

The full cancellation schedule is set out in our Refund Policy.