1. Delivery area
We currently provide online delivery throughout Hong Kong. Customers outside Hong Kong are welcome to contact us for an international delivery quotation before ordering. We will confirm availability, freight, duties, taxes, and delivery terms in writing. Separate arrangements are also available for wholesale and OEM/ODM orders.
2. Delivery charges and timing
- The applicable delivery charge is displayed at checkout before payment. We will not add an undisclosed delivery fee after the order is placed.
- An estimated dispatch or delivery timeframe will be shown at checkout or confirmed with you. Business days exclude Saturdays, Sundays, and Hong Kong public holidays.
- If a material delay occurs before dispatch, we will contact you and provide an updated estimate and, where appropriate, the option to cancel for a refund.
3. Delivery information
- Please provide a complete delivery address and a mobile number that the courier can use. Contact us promptly if anything is incorrect; changes may not be possible after dispatch.
- When available, we will send a dispatch notice and tracking information. Please contact us if an order is marked delivered but has not been received, or if the parcel appears damaged.
- A failed delivery caused by an incorrect address, unavailable recipient, or refused parcel may require redelivery. Any additional charge will be explained before redelivery is arranged.
4. Return window
The periods and conditions below are our voluntary store policy. If applicable consumer law gives you a longer cancellation period, a different refund deadline, or other mandatory rights, those rights take priority, including for international orders. This also applies to packaging requirements and exclusions for final-sale or custom items.
You may request a return of an eligible retail item within 7 calendar days after delivery. Change-of-mind requests have the shorter 2-calendar-day deadline described below. Contact us before sending anything back. We will provide return instructions and the correct return address.
5. Change-of-mind returns
- A change-of-mind return must be requested within 2 calendar days after delivery.
- Items must be unused, unworn, undamaged, and returned with their original packaging, accessories, labels, and proof of purchase.
- The customer is responsible for change-of-mind return postage. We recommend a tracked service because the parcel remains your responsibility until received by us.
- Original delivery charges are not refundable for a change-of-mind return, except where required by applicable law.
6. Items not eligible for change-of-mind return
- Personalised, made-to-order, custom, wholesale, or OEM/ODM products, unless they are faulty or not as agreed.
- Items clearly marked as final sale before purchase, or items damaged through misuse, improper care, or ordinary wear after delivery.
7. Damaged, faulty, or incorrect items
Please inspect your order promptly. If an item arrives damaged, faulty, or different from what you ordered, contact us as soon as reasonably possible with your order number and clear photographs. After assessment, we will arrange an appropriate remedy, such as replacement, repair, or refund, and cover reasonable return costs where the problem is our responsibility. Reporting within 7 days helps us investigate, but does not remove any mandatory rights you may have under applicable law.
8. Refunds
We will inspect returned items and notify you of the outcome. Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may need additional time to post the funds. If you have not received an approved refund after 15 business days, please contact us.
9. Cancellations
Contact us immediately if you need to cancel or change an order. We will try to help, but cannot guarantee a change after processing or dispatch has begun. If the order has already shipped, the applicable return terms above will apply.
10. Your rights and contact
Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under applicable consumer law. To ask about delivery, request a return, or report a problem, email info@sanniclifestyle.com and include your order number.