Shipping policy
Shipping Policy
All orders are subject to shipping charges paid by the customer. We do not offer free shipping.
Order Processing Time
Orders are generally dispatched within 5–10 business days after the order and payment have been confirmed. We will notify customers separately if a custom-made product, an out-of-stock item, or an order requires additional processing time. Actual delivery times depend on the destination, logistics service, customs clearance, and other factors beyond our control.
Hong Kong and Macau
Orders to Hong Kong and Macau are generally delivered by SF Express. Subject to service availability, customers may choose delivery to an SF Store, SF Service Centre, SF Locker, or a designated address.
Shipping charges are paid by the customer and calculated according to the latest SF Express rates. Shipping charges may be paid directly to the courier or payment terminal upon delivery, or separately quoted and collected by us.
Taiwan
Orders to Taiwan are generally delivered to the customer's address by SF Express. Shipping charges are paid by the customer and calculated according to the latest rates of the logistics provider. We will notify the customer of the actual shipping charge and payment method according to the order details.
Mainland China and Other International Destinations
Orders to Mainland China and other international destinations will be shipped by SF Express, Hongkong Post, or another suitable logistics provider, depending on the destination and service availability.
After confirming an order, we will notify the customer of the actual shipping charge and payment method. Where shipping charges must be paid separately, payment must be completed within three business days after notification. Orders with unpaid shipping charges may be placed on hold or cancelled. Any refund will be handled according to our Refund Policy.
Calculation of Shipping Charges
Actual shipping charges are calculated by the logistics provider according to the destination, shipment weight, dimensions, and selected service. The provider may calculate charges using either the actual weight or volumetric weight, whichever is greater.
Remote-area, residential-address, or special-delivery surcharges may apply. All related charges are the customer's responsibility.
Customs Duties and Import Taxes
Product prices and shipping charges for international orders do not include import taxes, customs duties, clearance fees, or other charges that may be imposed at the destination. The customer is responsible for all such taxes, fees, and import obligations.
Customers should check the import and customs requirements of the destination before placing an order. If a shipment is returned because of customs restrictions, refusal of delivery, incorrect information, or unpaid fees, the customer will be responsible for any resulting charges. Any refund will be handled according to our Refund Policy.
Delivery Information
Customers must provide a complete and accurate recipient name, telephone number, delivery address, and other delivery information. The customer is responsible for delays, returned shipments, lost shipments, or redelivery charges caused by incorrect or incomplete information.
Shipment Tracking
After dispatch, where tracking is available, we will provide the tracking number in the order record or by email.
Shipping Problems
We inspect and securely package products before dispatch. If a shipment is damaged, lost, or affected by a delivery issue, please contact us as soon as possible and retain the packaging, product photographs, and logistics records so that we can follow up with the logistics provider. Liability and compensation will be handled according to the provider's terms and applicable law.
Rates and Transit-Time Enquiries
SF Express:
https://htm.sf-express.com/hk/en/dynamic_function/price/index.html
Hongkong Post:
https://www.hongkongpost.hk/en/postage_calculator/index.html
Contact Us
Email: contact@hk-goldmark.com
WhatsApp: +852 8419 4118