FAQ
Order processing
how can i confirm if my order was successful?
You will receive an Order Confirmation Email shortly after successfully placing an order on our website. This email will include all the details of your order, including the items ordered, the total cost, and shipping information If you do not receive an Order Confirmation Email, please check your spam or junk mail folder. If you still can't find it, please contact our customer care team, we will gladly assist you.
can i change or cancel my order information after submitting it?
If you need to make any changes to an order you have already placed, please contact us as soon as possible with your order number. We will do our best to accommodate your request, but please note that we may not be able to make changes to your order if it has already been processed and shipped.
do you offer gift wrapping?
Yes, we offer free gift wrapping for all online orders. To request gift wrapping, simply type "gift wrapping" in the note field on the checkout page. Our team will take care of the rest and ensure your order is beautifully wrapped and ready to give. If you have any other special requirements, such as a personalized message or specific instructions for the gift wrapping, you can also leave us a note in the same note field during checkout.
NEED HELP?
customercare@ka-pok.comShipping and delivery
do you ship internationally?
Yes, we ship worldwide! However, please note that shipping prices may vary depending on your location. For more information on delivery costs and estimated shipping times, please refer to the next question, "What is the delivery cost & time?"
what is the delivery cost & time?
Areas
Cost
Courier
Delivery time
HK
Standard: HKD 50 (Free for order over HKD 800) /Same Day Delivery: HKD$100 (Free for order over HKD 1,500)
SF Express/Pick-upp
Approx. 4-7 business days
China/Macau
Standard: HKD 50 (Free for order over HKD 1000)
SF Express/ Fedex/DHL Express
Approx. 7-10 business days
Singapore/Asia (exclu. middle east)
HKD 100 Standard /Free for order over HKD 2,500
Fedex /SF Express /DHL Express /Quantium /HK Speedpost
Approx. 7-9 business days
Middle East
HKD 100 Standard /Free for order over HKD 1,500
Fedex /SF Express /DHL Express /Quantium /HK Speedpost
Approx. 7-9 business days
Canada
Standard: HKD 500- purchase below HKD500 / HKD250 purchase below 3,000/Free for order over HKD 3,000
Fedex/DHL Express /Quantium /HK Speedpost
Approx. 10-14 business days
Europe
Standard: HKD 300- purchase below HKD500 / HKD200 purchase below 3,000/Free for order over HKD 2,500
Fedex /DHL Express /Quantium /HK Speedpost
Approx. 10-14 business days
Worldwide
Standard HKD 250 Standard /Free for order over HKD 3,000
Fedex /DHL Express /Quantium /HK Speedpost
Approx. 10-14 business days
* Your order may be delayed due to factors outside of our control i.e. customs clearance procedures, extreme weather, long holiday etc.
* Same-day delivery is only applicable to Hong Kong
will i be responsible for paying customs duties and taxes on my order?
Import tax and duties and the related customs fees may be charged, depending on the destination country. These charges are determined by customs in the destination country. Payment of the taxes and related duties will be responsibility of the recipient. Thus, the price of our goods do not include additional taxes, fees, and surcharges.
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.
We recommend that you check with your local customs office or tax authority for more information on any applicable fees or charges that may apply to your order.
how can i track my order?
Once your order is dispatched, we will send you a shipment confirmation email with the courier information and tracking number for your order. This email will provide you with all the information you need to track your order and monitor its progress.
If you have not received a shipment confirmation email, please check your spam or junk mail folder. If you still can't find it, please contact our customer care team and we will be happy to assist you.
do you ship everything?
While we strive to provide a wide range of products for our customers, please note that due to shipping restrictions, we are unable to ship certain items such as pressurised, flammable, and liquid items (e.g., candles and perfume) to areas outside of Hong Kong. We apologize for any inconvenience this may cause.
can i pick up in store?
Yes, we offer a pickup option for Hong Kong orders. You can choose to pick up your order at either a kapok store or an EF locker location at the checkout page.
Please note that the pickup option is only applicable to Hong Kong orders. If you are located outside of Hong Kong, we unfortunately cannot offer this option at this time.
why can’t i receive my order?
If you are having trouble receiving your order, there may be a few reasons. In the case of refused shipments, if delivery was refused or declined and the package was returned to us, we will contact you to discuss re-delivery or a refund in the form of store credit for your next purchase. Please note that you will be responsible for all related costs incurred, including re-delivery shipping, return shipment, and any customs fees or taxes associated with the shipment.
In the case of lost shipments, we are happy to help track down your shipment and, if necessary, provide a refund for your purchase. We recommend that you first get in touch with your local post office to check on the most up-to-date tracking information, 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 14 days after the posting date.
Returns and exchanges
can i return or exchange my item for a refund or another item?
Yes, you can return or exchange your item for a refund or another item within 7 days of receipt, provided that the returned or exchanged item(s) meet our policy requirements. Please note that each order can only be exchanged or returned once, and we kindly ask that you carefully review your items before initiating an exchange or return to ensure that it is the correct and desired item. If you have any questions or concerns about the process, please don't hesitate to contact our customer care team for assistance.
To initiate a return or exchange, please get in touch with our customer care team for assistance. Please note that we do not provide return or exchange labels, and customers will be responsible for the return or exchange shipping fee. Please make sure to package the item(s) securely and use a reputable courier service to avoid any damage or loss during the delivery process. We recommend that you keep the tracking information for your records.
Our return and exchange policy requirements include the following:
- All returned or exchanged items must be unworn/unused with original tag(s) and packaging intact.
- Items within our "excluded item" category are non-refundable and non-exchangeable, including discounted items, perishable goods,accessories, underwear and swimwear, cosmetics, electronic devices, books, prints, stationery, face mask, and gift cards.
- Please note that all exchanges must be of equal or higher value than the original item being returned. If exchanging for a higher value item, the customer will be responsible for paying the difference in price.
- For footwear, we do not accept returned footwear with a damaged shoebox.
Once the returned or exchanged item(s) have been quality-checked and approved, we will issue a refund to the original payment method for returns or send the exchanged item to you. Please note that it can take up to 10 business days to process the return or exchange, subject to compliance with our policy. Your financial institution may also take additional time to process the transaction.Any shipping fees paid by the customer will not be refunded.
Please note that kapok reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.
how do i return or exchange an item?
To return or exchange an item, please contact us at customercare@ka-pok.com within 7 days of receipt and provide us with your order number and detailed product information regarding your refund or exchange request. We will respond to your message within 48 hours on weekdays (Monday to Friday).
You can return items to us in two ways:
In-person: You can return items to any of our retail stores located in Hong Kong.
By post: You can also return items to us by post. Customers will be responsible for the return or exchange shipping fee. Please make sure to get in touch with our customer care team before returning an item, as items shipped without our consent may be refused upon delivery. We will not be responsible for damaged or lost items in the return delivery process.
what should i do if i receive a defective or incorrect item?
If you received a defective or incorrect item, please contact us at customercare@ka-pok.com within 7 days of receipt. 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 state the problem clearly and make sure to include your order number and item name (or SKU), and attach supporting photos if possible.
Items shipped without our consent may be refused upon delivery, so please contact us first before returning the item.
kapok reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.
kapok reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.