Payment & Shipping FAQ
1. Payment Methods
Q: What payment methods do you accept?
A: We accept credit cards (Visa/Mastercard), PayPal, bank transfers, and e-wallets (PayMe/Alipay).
Q: After selecting Alipay/PayMe, it didn't redirect to payment page.
A: Please open the Alipay/PayMe app and complete payment by entering our recipient number.
Q: Is the company WhatsApp number the same as the payment recipient number?
A: No, these are different phone numbers.
Q: Do you offer Cash on Delivery (COD)?
A: We apologize but we currently don't offer COD service.
Q: Is payment secure?
A: All transactions are SSL encrypted to ensure your data security.
2. Local Orders (Hong Kong)
Q: What is the shipping fee for local orders?
A: The standard local shipping fee is HKD30. We're currently running a promotion - enjoy free shipping for orders over HKD300.
Q: How long does delivery take after placing an order?
A: After payment confirmation, delivery typically takes 5-7 working days. Remote areas or holidays may experience slight delays.
Q: How can I track my order?
A: Once your order ships, we'll send a shipping confirmation via email or SMS containing delivery details and tracking number.
Q: I didn't receive any email notification?
A: Please check your spam/junk folder. If you still can't find it, feel free to contact us.
Q: Can I pick up my order at your studio?
A: Unfortunately, our studio isn't open to the public, so we can't arrange pickups.
Q: Why was my order cancelled?
A: If payment isn't completed within 2 days of order placement, the system will automatically cancel it. Please place a new order.
Q: I've made payment but haven't received shipping notification.
A: Your order is currently being processed for payment verification. Please wait patiently.
3. International Orders
Q: How long does international delivery take?
A: We use Hong Kong Post (Registered Air Mail/e-Express+) for international orders. For specific delivery times, please check: Postage Calculator
Q: How is international shipping calculated?
A: At checkout, the system automatically calculates shipping based on destination. Details available at: Postage Calculator
Q: How are customs duties paid?
A: Product prices don't include duties/taxes. Recipients may need to pay additional fees upon delivery as determined by local customs.
4. Refund Policy
Q: What's the return/exchange period?
A: Returns/exchanges are accepted within 7 days of receipt, with items in original condition. Details at: Refund Policy
Q: When will I receive my refund?
A: After return approval, refunds are processed within 1-3 working days to your original payment method. Note: Some payment methods may incur non-refundable processing fees.