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SHIPPING & RETURNS

EXCHANGE POLICY

If you have received a damaged or incorrect item, please email us at order@organicstore.hk within 10 days of order receipt. Please attach a picture in your email. We will issue an exchange (or store credit if item is unavailable) for damaged or incorrect items. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

We suggest you to carefully look over each item once you have received your order even though each item is inspected before shipping. If you change your mind, however, you are not entitled to an exchange or store credit.

 

Procedure for returning:

 

1) Send us an email and tell us what’s wrong with the order, attach a picture.
2) Our Customer Service will work with you to resolve the issue with store credit or an exchange.
3) If an exchange request is approved, we will send you a return shipping label.
4) Print the shipping label and send your order back within 10 working days after we accept your return.

 

After reviewing your request and inspecting the returned item, we will notify you when we ship out the replacement item.​

The following products are not eligible for return:

  • Any product that is not returned within 10 days after exchange request is approved.

  • Any product that has been opened or used.

  • Any product that is not in its original condition or is missing parts.

  • In the event of dispute, The Organic Store Hong Kong’s decision shall be final and conclusive.
     

For any questions left unanswered from these terms, please contact us.

Ready-to-ship order with Standard SF Express in Hong Kong & Macau is 1–3 business days.
(Holidays are excluded). 


​If you prefer a specific SF Express pickup location at your convenience, please input the SF Station address (instead of your home address). You will receive shipping notification and tracking through email once your item(s) has shipped.

Shipping Fee Policy in Hong Kong

  • For orders from 0–1 KG, shipping cost is HK$30

  • For orders from 1.1–1.5 KG, shipping cost is HK$36

  • For orders from 1.6 KG and above, shipping cost is HK$42
     

  • Shipping Fee Policy in Macau

  • For orders from 0–1 KG, shipping cost is HK$45

  • For orders from 1.1–1.5 KG, shipping cost is HK$50

  • For orders from 1.6 KG and above, shipping cost is HK$55


Free shipping on orders over HK$460.​

 

We do our best to make sure your package get delivered properly. Yet, please double check that you input the correct name and address before confirming the order.

PRE-ORDER POLICY

Pre-order means that the product is not currently in stock. The estimated shipping time is located in the description of each pre-order item. Please pay attention to each pre-order ending date and estimated shipping time before purchasing. All items placed in the same order will be shipped together.

Please DO NOT place a pre-order If you need an item by a specific date, we cannot guarantee the item will arrive by your designated date. We will update you after pre-order when your items are available for shipping. Seasonal pre-orders may take longer to ship. You will proceed through the check out as usual and make full payment when making a pre-order.

 

When placing your pre-order, you agree to these terms. Please note that pre-orders cannot be canceled or refunded once placed.