Delivery & Returns
Hong Kong/Macau/Mainland China/Taiwan – We are pleased to offer complimentary shipping with any purchase over HK$500 (e-gift cards excluded). For orders below HK$500, a flat rate shipping charge of HK$30 will be applied.
Rest of the World – We are pleased to offer complimentary shipping with any purchase over HK$800 (e-gift cards excluded). For orders below HK$800, the shipping charge will be calculated upon weight as well as destination.
We aim to dispatch all orders within 1-2 working days.You will then receive an email with the tracking number provided.
We will deliver your order by Hong Kong Post or S.F. Express. For local orders, the usual delivery time is 2-3 working days while for overseas orders, the usual delivery time is 7-14 working days. In light of the current situation of COVID-19, please be aware that overseas delivery may be delayed and we are not able to deliver to certain areas.
Samuel Ashley will not hold responsible for delays during busy periods, customs clearance delays or other unforeseen circumstances, which may delay delivery.
Please be noted that custom fees, duties or import taxes may occur for overseas orders. Customer is responsible for paying the corresponding charges.
For Taiwanese orders, customer should complete the real-name authentication for customs clearance before placing the order with us. Personal ID number will also be required for delivery arrangement.
Product Refund and Exchange
Original receipt is needed for product refund and exchange within 7 days of order receipt date. Products can only be refunded or exchanged provided that they have been unworn or unused, and are in their original selling conditions with all tags and packing (if applicable) intact.
Products purchased online CANNOT be refunded in any Samuel Ashley stores in Hong Kong. You will get the refund through the original payment method. Normally the refund is made within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency.
If you need to return an item, please feel free to get in touch with us via email at firstname.lastname@example.org stating your order number and reason for the return. We will be happy to help with your request.
The costs arising from the customer returning the product to Samuel Ashley are to be borne by the customer. We will only be responsible for the delivery costs when we deliver your exchanged item to your postal address. Items that have been exchanged cannot be returned nor refunded again.
Products purchased online can also be exchanged in any Samuel Ashley stores in Hong Kong. For items exchanged at store, they can be exchanged for any items, however, the price difference will not be refunded if the price of the exchanged item is lower than the original one. Customer will have to pay price difference if exchanged product is higher than the original one.
In the event that the product being returned is no longer available for exchange, we will contact you for further arrangement.
ATTENTION: Product returned nor exchanged without prior notice will NOT be accepted. The item may be re-shipped to the customer at his/her sole cost.
Sale items CANNOT be returned, refunded or exchanged.
Return of Defective Items
If quality problems, product refund or exchange is available within 7 days of order receipt date. Please email us at email@example.com stating your order number and send us some pictures of product flaws. We will be happy to help with your request.
Please allow an additional 3-5 working days on top of the above estimated delivery times for all personalised items.
Each personalised piece is stamped delicately one by one. A slight difference may be expected. Please note that the service fee CANNOT be refunded, redeemed for cash or exchanged for other products. Personalised pieces CANNOT be returned, refunded or exchanged.
Any changes and cancellations are NOT accepted once an order has been placed.
If you have ordered more than one item, and any of them is a personalised item, your entire order will only be shipped until the personalised item is ready for delivery. We will notify you of any changes, but your order will remain.