FAQ

Order Processing

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 customercare@ka-pok.com.

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 customercare@ka-pok.com, with your Order Confirmation Email.


No changes can be made once your order status has changed to "SHIPPED."

When will my order be shipped?

We make every effort to ensure all orders to be shipped as soon as possible. Yet delays could occur if there's stock availability and quality-related issue.

In general:

Hong Kong, Macau and China ship within (approx.) 3 business days*
Worldwide ship within (approx.) 5 business days*

* We do not operate on weekends and public holidays

* Same-day delivery can only be placed before 12pm on weekdays, the delivery time is within 11am - 7pm.

Do you offer gift wrapping?

We offer free gift wrapping for all online orders. Simply type "gift wrapping" in the note field on the checkout page.

If you have any other special requirement(s), leave us a note within the note field when you checkout.

Shipping and Delivery

Do you ship worldwide?

Yes, we ship worldwide. International shipping is charged at a flat rate of hkd100 and is entirely free for orders above hkd2000.

What is the delivery cost & time?

Areas cost Courier Delivery time
HK/China/Macau/Taiwan/Singapore Free

SF Express/ Fedex/ Pick-upp (only for Hong Kong)

Approx. 3-4 buiness days
Asia / Australia & New Zeland(exclu. Middle East) HKD 50 Standard /
Free for order over HKD 2,000
Fedex /
DHL Express /
Quantium /
HK Speedpost
Approx. 7-9 buiness days
Worldwide HKD 100 Standard /
Free for order over HKD 2,000
Fedex /
DHL Express /
Quantium /
HK Speedpost
Approx. 7-9 buiness 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

Do I have to pay customs duties and taxes?

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.

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.

Do you ship everything

Due to shipping restrictions, we do not ship pressurised, flammable and liquid items such as candles and perfume to areas outside of Hong Kong.

Can I pick up in store?

There's a pickup option at the checkout. Both kapok store pickup and EF lockers are available.

*Pickup option is only applicable to Hong Kong orders.

Why can’t I receive my order?

  • Refused shipments
    If the delivery was refused or declined and got returned to us, we will contact you with the option of re-delivering or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related costs incurred (re-delivery shipping, return shipment, etc.).
  • Lost shipments
    We are more than happy to help track down your shipment and, in the unfortunate case, refund your purchase.
    Please get in touch with your local post office before emailing us 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 my item and get a refund?

We are happy to accept return within 10 days of receipt, provided that:

  • We do not provide return labels, refund shipping fees, taxes and duties. Customers will be responsible for the return shipping fee.
  • We will not be responsible for item damages or item lost in the return delivery.
  • All returned items must be unworn/unused with original tag(s) and packaging intact.
  • Items within our “excluded item” category are non-refundable, including:
    • Discounted & Final Sale items
    • Perishable goods (food, beverages, hampers, etc.),
    • Apothecary items (fragrances, candles, incense, grooming products, garment care products, etc.)
    • Accessories (jewelry, keychains, watches, umbrellas, sunglasses, etc.)
    • Intimate apparel, underwear and swimwear
    • Cosmetic (skincare, nail polish, Tools & brushes, etc.)
    • Electronic devices
    • Books, prints, and stationery
    • Face masks and face coverings
    • Gift Card
  • For footwear, we do not accept returned footwear with damaged shoebox.
  • Items can be returned to our retail stores (Hong Kong) or by post.
  • Make sure you’ve reached out our customer care team before returning an item. Items shipped without our consent may be refused upon delivery.
  • We will not be responsible for items that are damaged or lost in the return delivery process.

Refunds

Once the returned item(s) has been quality-checked and approved, we will issue a refund to the original payment method together with a confirmation e-mail with the refund details. It can take up to 10 business days to process the return items, subject to its compliance with our Return Policy. Please note that it may also take your financial institution additional time to process the transaction.

Kapok limited reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.

Can I exchange my item?

You are welcome to exchange your item for any in-stock item of equal or higher value within 10 days of receipt, 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
    • Perishable Goods (food, beverages, hampers etc),
    • Apothecary items (fragrances, candles, incense, grooming products, garment care products etc.)
    • Accessories (jewellery, keychains, watches, umbrellas, sunglasses etc.)
    • Underwear and swimwear
    • Cosmetic (skincare, nail polish, Tools & brushes ,etc.)
    • Electronic devices
    • Books, prints and stationery
    • Gift Card

    Each order can only be exchanged once.

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 item?

Don't hesitate to get in touch with us at customercare@ka-pok.com within 10days of receipt and provide us with your order number and the detailed product information regarding your refund or exchange request. We will revert to you within 48 hours.

What if i get a defective/incorrect item?

If you received a defective/incorrect item, please contact us at customercare@ka-pok.com within 10 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 and make sure to include your order number and item name (or SKU), attach supporting photos if possible.

Items shipped without our consent may be refused upon delivery.

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.