FAQ
Shipping & Delivery
How long does it take to process my order?
All orders are processed within 3 business days after payment is received. Please note that orders are not processed or shipped on weekends or Hong Kong public holidays. If there's a significant delay, we'll notify you by email.
Where do you ship from and to?
We ship all orders from Hong Kong and currently deliver worldwide. Some remote locations may not be supported by our carriers. If your country doesn't appear at checkout, please contact us at jfonte888@gmail.com to confirm if shipping is available.
How long will delivery take?
Delivery timeframes vary by destination (after dispatch):
- Hong Kong: 1–3 business days
- Asia-Pacific (China, Japan, Korea, Singapore, Australia, NZ, etc.): 5–10 business days
- Europe & UK: 7–14 business days
- North America (USA & Canada): 7–14 business days
- Rest of World: 10–20 business days
These are estimates only. Actual delivery times may vary due to customs processing, carrier delays, holidays, or other factors beyond our control.
Which carriers do you use?
We primarily ship via Hongkong Post and reputable international courier partners such as SF Express, UPS, and DHL, depending on your destination and selected service.
Will I receive tracking information?
Yes, whenever available. You'll receive a shipping confirmation email with tracking details once your order is dispatched. Some economy services may offer limited or no tracking for certain destinations.
Do I have to pay customs duties or taxes?
For international orders outside Hong Kong, your order may be subject to import duties, taxes, and customs fees charged by your local customs office. These charges are not included in our prices or shipping fees and are the buyer's responsibility. Customs inspections may also delay delivery.
How are items packaged?
We specialize in second-hand collectibles and handle each item with care. Items are inspected and packaged securely with protective wrapping and cushioning for fragile pieces. Minor wear to outer shipping boxes may occur during transit but doesn't affect the item itself.
What if my package is lost or damaged?
Contact us at jfonte888@gmail.com immediately. For damaged items, please provide photos of the outer packaging and the damaged item. We'll review each case individually and may offer a partial refund, full refund, or replacement with a similar item (if available). Since many items are one-of-a-kind collectibles, identical replacements often aren't possible.
Returns & Refunds
What is your return policy?
We have a 14-day return policy. You have 14 days after receiving your item to request a return. Items must be in the same condition you received them: unworn or unused, with tags, and in original packaging. You'll need your receipt or proof of purchase.
How do I start a return?
Contact us via our Contact Form first. If your return is accepted, we'll send you instructions on how and where to send your package to:
Unit D17, 7/F, 10-16 Pun Shan Street, Tsuen Wan, Hong Kong
Items sent back without first requesting a return will not be accepted.
What if my item arrives damaged or defective?
Please inspect your order upon delivery. If the item is defective, damaged, or you received the wrong item, contact us immediately via our Contact Form so we can evaluate the issue and make it right.
What items cannot be returned?
We cannot accept returns on:
- Custom or personalized items
- Sale items
Do you offer exchanges?
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How long does it take to get my refund?
Once we receive and inspect your return, we'll notify you if the refund is approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund. If more than 15 business days have passed since approval, contact us via our Contact Form.
Are shipping fees refundable?
Original shipping fees are non-refundable, except where we've made an error (e.g., wrong item shipped). Approved refunds typically cover the item price only.
What about EU customers?
If your order is shipped to the European Union, you have the right to cancel or return within 14 days for any reason without justification. The same condition requirements apply: unworn/unused, with tags, in original packaging, with receipt or proof of purchase.
Orders & Payment
What payment methods do you accept?
We accept all major payment methods available through Shopify's secure checkout, including credit cards, debit cards, and other local payment options depending on your region.
Is my payment information secure?
Yes, all payments are processed securely through Shopify's encrypted payment system. We do not store your payment information.
Can I cancel or modify my order?
Since orders are processed within 3 business days, please contact us immediately at jfonte888@gmail.com if you need to cancel or modify your order. We'll do our best to accommodate your request if the order hasn't been dispatched yet.
What if I entered the wrong shipping address?
Please ensure your shipping address is complete and accurate at checkout. If a package is returned due to an incorrect address, refusal, or because it was unclaimed, we can refund the order minus the original shipping cost once returned and inspected. We're not responsible for orders lost or delayed due to incorrect addresses.
Products & Collectibles
Are your items new or used?
We specialize in second-hand collectibles. Each item is carefully inspected and described accurately. Because many items are unique or limited, exact replacements are often not available.
How do I know the condition of an item?
We provide detailed descriptions and photos for each item. If you have specific questions about an item's condition, please contact us before purchasing.
How to redeem the 20% new customer discount?
The discount is applied automatically at checkout if you are a first-time customer (for order amount USD 10 or above).
Contact & Support
How can I contact you?
You can reach us via our Contact Form or email us at jfonte888@gmail.com. We'll respond as quickly as possible.
Do you have a physical store?
We operate primarily as an online store. Our shipping and return address is: Unit D17, 7/F, 10-16 Pun Shan Street, Tsuen Wan, Hong Kong.