Thank you for shopping with The Circle HK. We are committed to providing you with an excellent shopping experience. This policy outlines our procedures for shipping, returns, and refunds for all orders placed on our website, thecirclehk.com.
This policy applies to Hong Kong orders only.
1. Shipping Policy
1.1. Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive another notification when your order has been shipped.
1.2. Shipping Methods and Delivery Times
We partner with reliable local couriers to ensure your order reaches you safely and promptly.
- Primary Courier(s): SF Express
- Estimated Delivery Time: Once shipped, please allow 1-2 business days for delivery.
- Delivery Options: We deliver to residential and commercial addresses. We also offer delivery to SF Express Lockers and Collection Points for your convenience. Please select your preferred option at checkout.
Please note that delivery times are estimates and may be subject to delays due to unforeseen circumstances (e.g., extreme weather, courier service disruptions).
1.3. Shipping Costs
- Shipping charges for your order will be calculated and displayed at checkout.
- Enjoy Free Shipping on all orders over HK$600 when selecting SF Express Self Pick-up (SF Stores or EF Lockers).
1.4. Order Tracking
Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow up to 24 hours for the tracking information to become available.
1.5. Stock Availability
We strive to maintain accurate stock counts on our website. In the rare event of a stock discrepancy where we cannot fulfill your order, we will contact you immediately to offer a choice between:
a) Waiting for the item to be restocked.
b) A full refund for the out-of-stock item.
2. Return & Refund Policy
2.1. 14-Day “Change of Mind” Return Policy
We want you to be happy with your purchase. If you are not completely satisfied, you may return your item(s) within 14 days from the date of delivery for a refund.
2.2. Eligibility for a Return
To be eligible for a “change of mind” return, your item must be:
- Unused, unwashed, and in the same condition that you received it.
- In its original packaging with all original tags and labels attached.
- Accompanied by a receipt or proof of purchase.
Non-returnable items include:
- Gift cards
- Sale or clearance items
- [e.g., Personal care items, earrings, perishable goods – list any specific to your store]
2.3. How to Initiate a Return
- Contact Us: Please email our customer service team at [Your Customer Service Email] within 14 days of receiving your order. Include your order number and the reason for the return.
- Await Instructions: Our team will review your request and provide you with return instructions, including the return address.
- Ship the Item: Pack the item securely and send it back to us.
2.4. Return Shipping Costs
For “change of mind” returns, customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit back to us. Original shipping costs are non-refundable.
2.5. Refund Process
Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
3. Damaged, Defective, or Incorrect Items
We take great care in packaging your order. However, if you receive an item that is damaged, defective, or incorrect, please contact us immediately.
Resolution: We will arrange for a replacement to be sent to you at no extra cost. We will also provide instructions for returning the original item, with all return shipping costs covered by us. If a replacement is not available, we will issue a full refund.
Notification: Please email us at [Your Customer Service Email] within 48 hours of delivery.
Evidence: Include your order number and clear photos of the damaged/incorrect item and the packaging.
4. Lost Parcels
Parcel Marked as “Delivered”: If the tracking information shows that your parcel has been delivered but you have not received it, please first check with your family members, building management, or neighbours. If you are still unable to locate it, please contact us so we can assist in liaising with the courier. However, we are not liable for parcels that are lost or stolen after being confirmed as delivered by the courier.
Parcel Lost in Transit: If your parcel is confirmed to be lost in transit by the courier company, we will work with you to resolve the issue, which may include reshipping your order at our expense or providing a full refund.
5. Order Cancellations
If you wish to cancel your order, please contact us immediately. We can accept cancellations at any time before the order has been shipped. If the order has already been shipped, it must be processed as a return according to our policy above.
6. Customer Service
For all inquiries regarding shipping, returns, or any other questions, please contact our customer service team.
Email: contact@thecirclehk.com
We aim to respond to all inquiries within 24-48 business hours.