Shipping and Refund Policy

HONG KONG DELIVERY & COLLECTION:

Orders will be delivered within Hong Kong by S.F. Express or Hong Kong Post or any other local carriers. Orders can also be collected in person from a pick up point in Hong Kong, Discovery Bay as advised by email. Furthermore, we accept cash on delivery, which can be made at the time of the collection. We offer free delivery within Hong Kong for all orders of HK$350 and above. For all orders under HK$350, we currently charge a delivery fee of HK$48.

INTERNATIONAL DELIVERY:

Please note that certain products we sell online may not be available for international delivery such as the ethyl-alcohol sanitisers due to restriction on air freight. For international delivery, we use a selection of carriers such as S.F. Express, Hong Kong Post, TNT, UPS, DHL.

WILL I HAVE TO PAY CUSTOMS/ DUTIES ON INTERNATIONAL DELIVERIES? When products ordered from Hong Kong enter different countries around the world the buyer may be charged local import duties, goods, sales tax or VAT in their country. These import duty fees and taxes vary by country. Such fees or taxes will generally be covered as part of the delivery carrier fees quoted in the order. However, please be advised that you could be charged extra fees by your local customs and I’m afraid we cannot be responsible for these fees. 

WILL I GET A DELIVERY TRACKING NUMBER?

Yes, you will receive an email with a tracking number from our carriers where you will be able to check the delivery status of your order.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

Generally, orders delivered within Hong Kong should be delivered or be available for collection generally within 2-3 days after placing the order. International shipments should arrive within a 7-10 days depending on the specific carrier chosen and their standard terms.

RETURNS & EXCHANGES: 

In the event that any product delivered in your order is defective or damaged or there is an issue with the quality of a product received, please inform us of the issue in writing as soon as possible together with any pictures of the products within 30 days of delivery. An email can be sent to: essentialssophia@gmail.com to arrange for a replacement or refund. If 30 days have gone by since your purchase, unfortunately we cannot offer you an exchange or refund. We will notify you via email how we will make a refund or exchange of a defective order.

Generally, to be eligible for an exchange or refund, you must return your item unused and in the same condition that you received it. It must also be in the original packaging with any hygiene seals intact. To complete your return, we will require a receipt or proof of purchase. For any deliveries outside Hong Kong, you will be responsible for paying for your own shipping costs for returning your item from overseas.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will notify you via email of the approval or rejection of your refund or exchange. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. We will send you a confirmation email once we have refunded you.