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Shipping & Return

Delivery
  
Split
order

If your order item(s) does not meet with the local regulation or requirement of the delivery country, e.g. weight or total order amount, we will automatically separate your order into several parcels and delivering in different dates to meet the requirement. You will also be notified all the tracking numbers by email.

Dispatch notification

We will send a Dispatch Notification email to you after we have dispatched your order. The majority of our orders are shipped within 1 - 2 business days after placing the order online. You can expect to receive this email within the 2 - 14 business day timeframe. If you do not receive the dispatch notification email, your email service provider or email software may have blocked our emails. It is welcomed to contact us for checking the status of your parcel by email.

Delivery time

Order will be preceded by next business day and dispatched on the following day while payment is verified. However, since order processing cut-off time at 4p.m. daily for logistic arrangement purposed, and therefore payment verified beyond cut-off time will be proceeded by next business day afterwards. Please note that our business hour is from Monday to Friday, 9am-6pm (HKT GMT +8 / excluding public holidays).
Our eshop strive to provide efficiency and soonest delivery service to customer but while delivery time may vary from delivery country and shipping method selected, customs issues, logistic arrangements, weather and seasonal holiday (i.e. Christmas, Chinese New Year, Easter). We have no control over and not able to responsible for any delays. 
Since some of the Customs in the European countries (For instance, UK, France, Germany and Spain) may take a relatively long time for customs clearance and inspections up to 3-4 weeks. Should you encounter any difficulties, please contact us for assistance.

"First-time Purchase" reminder: 

Order processing time may be slightly longer due to the payment verification process with bank for security control and fraud protection reason.

Customs & Tax

When ordering from our shop you are considered the importer of record and must comply with all the laws and requirements of the country in which you are receiving the items. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. Our shop has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from country to country, and you should contact your local customs office for further information.
When you pressing “continue” to place your order, this assumes you have accepted the responsibility for the import duties and/or tax, additional charge and Import Trade Declaration for custom clearance. If you have not been able to complete this statement of the aforementioned and the package is subsequently returned to our shop, you will be responsible for the return shipping charges and a re-stocking fee of 15% of the total product purchase price. The balance will then be refunded back to you.
 
NOTE: As import duties and/or taxes and any additional charges for custom clearance must comply with the laws and requirements of the country, we MUST provide the product value for the customs clearance. In addition, some of the countries requested to attach the product details with value outside the parcel, thus, we will NOT amend the product value in any circumstances.

Returns & Exchange
 
1.      30-days Goods Returns

You may return products sold by our shop no more than 30 days of receipt of your order (based on the delivery record), and upon pre-approval from us.
 
2.      Non-returnable items

We're sorry, but we DO NOT ACCEPT returns of certain products, including:
    a) Any product that is returned more than 30 days after receipt.
    b) Any product that has been opened or used (taken out of its plastic wrap or box).
    c) Any product that is not in its original condition, is damaged, or is missing parts.
    d) Any discount, clearance or sales product that Eshop.com has already stated non-returnable.
    e) Any free gift product and samples.
     f) In the event of dispute, Eshop.com's decision shall be final and conclusive.
 
3.      Exchange policy

All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. Should this happen please return the damaged or wrong products by simply follow our Return Procedures.
We do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. If you have returned a damaged, defective, or incorrect product to us, the return shipping fee will also be refunded to you.
Only in case the product was sold out, we'll refund the value of product in the same form of payment originally used for purchase.

4.      Return procedures

You can pack and send your return to us in just a few simple steps:

 1. Send email to us your Order Number. Indicate returned products and the reason for your return
 2. Pack the returned products along with our acknowledgement email securely in a box that we can expedite your  request.
 3. Send the returning items by mail to the appointed address of our acknowledgement email . 
 4. All return shipping fee must be prepaid. We cannot accept COD returns.
 

5.      Refund policy

Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you.
We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund.

6.      Refund timeline

Refund will be issued to the same account holder and in the same form of payment originally used for purchase.
Refund by AliPay, it takes 2 to 3 weeks to process. However, refund request is only available within 90 days from the payment transaction date. Alternatively, refund will be issued by Eshop.com online cash coupon. Refund by Cheque and Telegraphic Transfer, it takes about 3 to 4 weeks to process.
Please note that cash refund is not available at present, for Direct Deposit order, refund will be issued by cheque accordingly.

7.      Undeliverable orders

Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient.
When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 15% of the value of products as re-stocking fee. (In Hong Kong, for the return of undeliverable, re-stocking fee of HK$25 will be deducted from your refund.)
We can re-ship orders that are returned to us as undeliverable or unclaimed.

* Re-shipping fee is base on the original shipping method used for your purchase.