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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.
Once your order status has changed to “SHIPPED”, no changes can be made.

When will my order be shipped?

Your order will be shipped as soon as possible, subject to stock availability and quality checks.
In general:

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

* We do not operate on weekends and public holidays

* Same-day delivery time is 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 special requirements, please let us know in the note field when you checkout.

Shipping and Delivery

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)

Appro. 3-4 buiness days
Asia / Australia & New Zeland(exclu. Middle East) HKD 50
Free for order over HKD 2,000
Fedex /
DHL Express /
Quantium /
HK Speedpost
Appro. 7-9 buiness days
Worldwide HKD 100
Free for order over HKD 2,000
Fedex /
DHL Express /
Quantium /
HK Speedpost
Appro. 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 time is 11am - 7pm.

Do you ship worldwide?

Yes, we ship worldwide. International shipping is charged at a flat rate of hkd100 and is completely free when spend over hkd2000.

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 Hong Kong.

Can I pick up in store?

Sure. Please let us know when and where you would like to pick up your items at least two days in advance. We will send you a notification email once your order is confirmed.

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.)

Returns and Exchanges

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
    • Apothecary items (fragrances, candles, incense, grooming products, garment care products)
    • Accessories (jewelry, keychains, watches, umbrellas, sunglasses)
    • Underwear and swimwear
    • Electronic devices
    • Books, prints and stationery

Please contact us at customercare@ka-pok.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).

Can I exchange my item?

You are welcome to exchange your item for any in-stock item of equal or lesser 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
    • Apothecary items (fragrances, candles, incense, grooming products, garment care products)
    • Accessories (jewelry, keychains, watches, umbrellas, sunglasses)
    • Underwear and swimwear
    • Electronic devices
    • Books, prints and stationery
    If the item you wish to exchange is out of stock, store credit will be given instead.
    Each order can only be exchanged once.

Please contact us at customercare@ka-pok.com before shipping your return item. Items shipped without our consent may be refused upon delivery. Please be noted that you are responsible for all the return cost and relevant customs taxes and duties (if applicable).

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 customercare@ka-pok.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.