Q & A

DO I NEED TO HAVE AN ACCOUNT TO ORDER?

NO, AN ACCOUNT IS NOT REQUIRED BUT WE ENCOURAGE YOU TO REGISTER WITH US AS YOU WILL BE ABLE TO ENJOY:

FASTER CHECKOUT

EASY ACCESS TO ORDER STATUS AND PAST PURCHASES

TRACK RETURNS & EXCHANGES

WEEKLY UPDATES FOR BRAND RELEASES AND SPECIAL PROMOTIONS

WHAT IF I FORGOT MY PASSWORD?

PLEASE USE OUR PASSWORD RECOVERY FEATURE TO RETRIEVE IT OR CONTACT US

WHEN WILL MY ORDER ARRIVE?

PLEASE ALLOW 3-5 BUSINESS DAYS FOR ORDER PROCESSING AND VERIFICATION AND 5-14 BUSINESS DAYS (DEPENDING ON SHIPPING DESTINATION) FOR DELIVERY.

FOR FULL SHIPPING DETAILS, PLEASE VISIT OUR SHIPPING SECTION. 

I TRIED TO PLACE AND ORDER BUT MY CREDIT CARD DECLINED OR GAVE ME AN ERROR. 

PLEASE CONTACT THE ISSUING BANK OF YOUR CREDIT CARD OR TRY AGAIN WITH ANOTHER CARD. THIS ERROR HAS OCURRED BECAUSE THE BANK HAS DECIDED NOT TO AUTHORIZE THE PAYMENT AND CANNOT BE RESOLVED ON OUR END. 

HOW DO I TRACK MY ORDER?

ONCE THE ORDER HAS BEEN SHIPPED, WE WILL SEND YOU AN EMAIL WITH YOUR TRACKING INFORMATION ISSUED BY THE COURIER TO CHECK THE STATUS OF YOUR SHIPMENT. YOU CAN ALSO USE THE SPECIFIC COURIER’S WEBSITE:

• FedEx

 DHL

• HK SPEED POST

 SF-EXPRESS

HOW DO I MODIFY OR CANCEL MY ORDER?

PLEASE CONTACT US IMMEDIATELY WITHIN 24 HOURS SINCE WE DO PROCESS AND SHIP ORDERS QUICKLY! SHIPPED ORDERS CANNOT BE MODIFIED OR CANCELLED.

CAN I USE PAYPAL?

WE ACCEPT PAYPAL, VISA, MASTER CARD AND AMERICAN EXPRESS.

CAN YOU MARK MY ORDER AS A GIFT?

WE ARE UNABLE TO MARK ANY ORDERS AS A GIFT. 

WHY DO MY SHIPPING AND BILLING ADDRESS HAVE TO MATCH?

WE REQUIRE THE MATCHING OF YOUR BILLING AND SHIPPING ADDRESS AS AN ADDITIONAL STEP TO PREVENT CREDIT CARD FRAUD.

I PLACED A SUCCESSFUL ORDER BUT WHY DIDN’T I RECEIVE A CONFIRMATION EMAIL YET?

DURING HIGH-TRAFFIC PERIODS, THERE MAY BE A SMALL DELAY IN DELIVERY OF CONFIRMATION EMAILS. IF YOU HAVE NOT RECEIVED AN EMAIL AFTER 1 HOUR, PLEASE CHECK YOUR JUNK MAIL FOLDER. IF YOU THINK YOU ENTERED AN INCORRECT EMAIL, PLEASE CONTACT US USING THE CONTACT FORM WITH YOUR ORDER NUMBER AND FULL NAME AND WE WILL RE-SEND YOUR CONFIRMATION.

DO YOU RE-STOCK YOUR INVENTORY?

ON OCCASION WE MAY RE-STOCK SOME OF OUR INVENTORY ITEMS. PLEASE MAKE SURE TO CHECK BACK FREQUENTLY IF AN ITEM YOU WANT IS NOT AVAILABLE AT THE TIME YOU ARE ON THE SITE.

AM I RESPONSIBLE FOR THE TAXES AND DUTIES ADDED TO MY ORDER?

WE ARE NOT RESPONSIBLE FOR ANY IMPORT/CUSTOMS AND/OR DUTIES & TAXES APPLIED TO YOUR ORDER.

HOW DO I PURCHASE A GIFT CARD?

YOU CAN PURCHASE ONE THROUGH OUR STORE. GIFT CARDS ARE NON-TRANSFERABLE AND MAY NOT BE CANCELLED, RETURNED OR REFUNDED.

PLEASE MAKE SURE YOU HAVE ENTERED A VALID EMAIL ADDRESS OF THE RECIPIENT AS WE ARE NOT RESPONSIBLE FOR GIFT CARDS THAT ARE LOST, STOLEN, DESTROYED OR USED WITHOUT PERMISSION.

WILL SHIPPING BE COVERED FOR MY RETURNS?

ALL RETURN SHIPPING FEES AND OTHER MISCELLANEOUS FEES ARE THE RESPONSIBILITY OF THE CUSTOMER, WITH THE EXCEPTION OF HONG KONG ORDERS. RAW--EMOTIONS WILL COVER THE RETURN SHIPPING COSTS FOR HONG KONG ORDERS ONLY. 

HOW LONG IS THE RETURNS PROCESS?

IT WILL TAKE UP TO 14 BUSINESS DAYS FOR US TO PROCESS A RETURNS REQUEST. IF IT HAS BEEN MORE THAN 30 BUSINESS DAYS, PLEASE CONTACT US WITH THE DETAILS OF YOUR RETURNS REQUEST.