upcycling product design
Frequently asked questions
ORDER PROCESSING
1. Is my order successful?
You will receive an Order Confirmation Email shortly after placing an order successfully. If you do not receive this email, please contact us at mail@kevin-cheung.com
2. Can I change my order information after submission?
If you would like to make any change to an order you have placed, please contact us as soon as possible at mail@kevin-cheung.com, with your Order Confirmation Email.
Once your order status has changed to “SHIPPED”, no changes can be made.
3. When will my order be shipped?
Your order will be shipped as soon as possible, subject to stock availability and quality checks. But in general:
Hong Kong, Macau and China -- approx. - within 2 business days*
Rest of the world -- approx. - within 3 business days*
* We do not operate on weekends and public holidays
RETURN AND EXCHANGES
1. Can I return my item and get a refund?
We are happy to accept return within 10 days of receipt and refund in the form of store credit, provided that:
- Items are unworn or unused with original tags and packaging
- Items do not fall in the “excluded item” category, as defined below:
- Discounted items
Please contact us at mail@kevin-cheung.com before shipping your return item. Items shipped without our consent may be refused upon delivery. Please note that you are responsible for all the return cost and relevant customs taxes and duties (if applicable).
2. What if i get a defective/incorrect item?
If you received a defective/incorrect item, we will be happy to replace your product at no cost or offer a full cash refund (excluding any bank handling charges and exchange rates difference). Please contact us at mail@kevin-cheung.com within 10 days of receipt, stating the problem and attach relevant photos if possible.
Items shipped without our consent may be refused upon delivery.
SHIPPING AND DELIVERY
1. How can I track my order?
Soon after your order is dispatched, we will send you a Shipment Confirmation Email with the information of the courier used and the tracking number of your order in it.
2. Which courier do you use?
We offer free shipping within Hong Kong with Hong Kong Post.
To the rest of the world with Hong Kong Post Registered Mail.
Prime shipping to the rest of the world with Hong Kong SpeedPost.
3. How long will my order take to arrive?
Here is the list of delivery time for different area zones and by couriers service:
Hong Kong - approx. 3 business days
Macau and China - approx. 4 business days
Asia Pacific (excluding Australia) - approx. 10 business days (Hong Kong Post) /approx. 4 business days(Hong Kong SpeedPost)
Australia and New Zealand - approx. 10 business days (Hong Kong Post) /approx. 7 business days(Hong Kong SpeedPost)
North America - approx. 13 business days (Hong Kong Post) /approx. 8 business days(Hong Kong SpeedPost)
South America - approx. 13 business days (Hong Kong Post) /approx. 8 business days(Hong Kong SpeedPost)
Europe - approx. 13 business days (Hong Kong Post) /approx. 5 business days(Hong Kong SpeedPost)
Rest of the World - approx. 20 business days (Hong Kong Post) /approx. 9 business days(Hong Kong SpeedPost)
* Remote or outlying areas may take longer
* Your order may be delayed due to factors outside of our control (customs clearance procedures, long holidays, extreme weather…)
4. Do I have to pay taxes and duties?
Import tax and duties may be applicable, depending on the destination country. You are responsible for all import tax and duties.
The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.
5. Can I pick up in your studio?
Sure. Please let us know when would you like to pick up your items at least two days in advance. We will send you a notification email once your order is confirmed.
6. Why can’t I receive my order?
- Refused shipments
If the shipment is refused and returned to us, we will contact you with the option of re-delivering it or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related cost incurred (re-delivery shipping cost, return shipment cost...). - Lost shipments
We are more than happy to help out tracking down your shipment and in the unfortunate case to refund your purchase*.
To check on the most up-to-date tracking information, please contact your local post office before emailing us, as there may be a time lag between the actual status and its online status. Please note that for Hong Kong Post we can only submit an inquiry after 14 days after the posting date.
(The shipment has to be confirmed as lost by the courier. This process of investigation might take up to 3 months.)