SHIPPING & RETURN POLICY
SHIPPING POLICY
We use a large network of couriers to deliver goods from our website to all over the world. We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel.
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to a work address rather than a home address.Please be advised that on any public holiday dates in your country, deliveries will not be made In this instance, please expect your order to arrive the next business day.
HONG KONG SHIPPING
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We offer FREE shipping to all customers with commercial addresses or any SF stations/SF related pick up points.
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All orders are shipped via SF express.
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delivery to domestic address can also be arranged at your own cost which may add up to approx. HK$30 more.
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Customers are NOT offered to choose which carrier for delivery.
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Delivery estimate at least 7 days, excluding bank holidays and public holidays subject to stock availability.
INTERNATIONAL SHIPPING
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International shipping is charged on a flat rate basis, regardless of the weight of your order.
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Express delivery service is available for most of the countries that we ship to. Once you have entered the delivery address, you'll be able to see the available delivery services
Below is an estimated delivery schedule with the following flat rates:
- America, Europe, Canada:
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Registered Airmail: $280 HKD, 2-4 weeks delivery
- Malaysia, Singapore, Seoul, Japan:
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Registered Airmail: $200 HKD, 2-4 weeks delivery
- CHINA SHIPPING
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Cash on delivery by SF Express (順豐速遞，到付)
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Delivery estimate : at least 7 days
- MACAO SHIPPING
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Cash on delivery by SF Express (順豐速遞，到付)
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Delivery estimate : at least 7 days
***An email notification will always be sent when your shipment is made.
TAXES & DUTIES
For International shipping, all applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages.
ORDER TRACKING
You can track your order after registering with CHARLOTTE NG STUDIO. For non-members, you can also email us at contact@charlottengstudio.com for order status.
RETURN AND EXCHANGE POLICY
CHARLOTTE NG STUDIO will grant exchanges only on select merchandise. Under no circumstances will CHARLOTTE NG STUDIO offer full cash refunds. Exchanges for our eligible items must be requested within 7 business days of delivery.
Items cannot be exchanged without authorization sent directly from CHARLOTTE NG STUDIO. The customer must provide proof of shipment within 5 business days following the issuance of a Return Authorization.
All sale items are Final Sale. No returns or refunded will be permitted.
To request a Return Authorization, e-mail at contact@charlottengstudio.com on our contact page and provide your name, order number, the name of the item(s) you wish to return, and a reason for the return.
The customer is responsible for paying all shipping costs for the return. The customer will not be refunded for any costs associated with the original shipment.
CHARLOTTE NG STUDIO reserves the right to refuse a return if the merchandise in question does not meet our standards for saleable condition.
Where provided, all original packaging should accompany the item, and the lack of these items, will risk a return being rejected. All accessories (including, but not limited to: belts, dust bags, and lanyards) must be in an equally saleable condition to the items that they accompany.
All products purchased at CHARLOTTE NG STUDIO website cannot be returned or refunded. Exceptions for exchange will be allowed for defective products or with authorization sent directly from CHARLOTTE NG STUDIO. The customer must provide proof of shipment within 5 business days following the issuance of a Return Authorization. Please refer to our Terms of Service for full policy.
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that damage as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair or exchange faulty items. Please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a FULL refund of the item price if it can’t be replaced or repaired.
In rare circumstance that your item has a defect, please contact us immediately.
SALE ITEMS
All sale items are non-refundable or exchange.
NON-REFUNDABLE ITEMS
Shoes (exchange for sizes is allowed), accessories and bags, these all can't be refunded.
PRODUCT AVAILABILITY
We reserve the right to limit the quantity of Products we supply. While we make every effort to only display items that are currently in stock and available to ship, there may be instances from time-to-time where we run out of stock of a particular product. In these instances your order will be canceled and a member of our customer service team will notify you. Items in your shopping cart are not reserved and may be purchased by other customers.
PURCHASE FOR PERSONAL USE ONLY
You may purchase products only for personal use and not for resale. By placing your order, you confirm that you are purchasing products for personal use only and not for resale. We reserve the right to refuse orders for any reason without explanation.