Delivery Policy

Where we send

We send within Hong Kong and internationally, to anywhere the couriers we use will carry to.

The checkout asks every courier we work with for a price to your address at the moment you enter it, and shows you what came back. If none of them will carry to where you are, the checkout will say so rather than take your money and find out afterwards.

What it costs

Delivery is quoted at checkout, before you pay, and it is the courier’s own price for the parcel your basket makes. It is not a flat fee and it is not an estimate we have invented.

We do not add a handling charge to it.

How long it takes

We pack and hand over most orders within two working days. Pre-orders go when the item exists; see the Terms and Conditions.

After that the time is the courier’s, and it is shown against each option at checkout where the courier gives us one. Hong Kong is usually a day or two; elsewhere depends entirely on the service chosen and on customs at the other end.

A working day is a day the Hong Kong Post Office and the couriers are open, which excludes Sundays, public holidays, and any day on which a typhoon signal number 8 or above or a black rainstorm warning is hoisted.

Tracking

Every parcel is sent with tracking, and the number appears on your order as soon as the parcel is handed over. You can follow it from the order page without signing in, using the link in your confirmation email.

Customs, duty and tax

An international parcel may attract import duty, tax or a customs handling fee at the far end. That is yours to pay and it is not included in anything you paid us.

You are the importer of the goods into your country. Many places now charge tax or duty on a parcel of any value — the European Union and the United States among them — and a courier may ask for it before it will hand the parcel over.

We declare the true contents and the true value, as the law requires. We cannot mark a parcel as a gift, understate its value, or describe it as something it is not, and we will not do so if asked.

If a parcel comes back to us

A parcel can come back because the address was wrong or incomplete, because nobody collected it from the post office or pickup point in the time allowed, or because it was refused — at the door or at customs.

When one does, we will write to you. You can have it sent again, paying the new delivery charge, or have the goods refunded. We do not refund the original delivery, and we deduct any charge the courier makes us pay to bring the parcel back. If we have not heard from you 60 days after writing, we refund the goods on that basis and close the order.

None of this applies where the fault is ours or the courier’s. A parcel we addressed wrongly, or one a courier failed to deliver to a correct address, is treated as lost, and what is said under “If it does not arrive” applies.

The address you give us

We send to the address you enter, as you enter it. Please check it — an address that is wrong or incomplete is the single commonest reason a parcel goes astray.

Once a parcel is with a courier we usually cannot change its address. Tell us as soon as you can and we will try, but we cannot promise it.

If it does not arrive

Tell us. Write to shop@jefferochan.com with your order number.

We will open a case with the courier. Couriers require a parcel to be overdue by a set period before they will treat it as lost — usually a fortnight domestically and longer internationally — and we cannot shorten that.

Once a parcel is accepted as lost we will replace it, or refund it in full including the delivery, whichever you prefer.

Where a courier records a parcel as delivered and you have not received it, we will ask them for proof of delivery and take it from there. We are not able to refund a parcel a courier can show it delivered to the address given, but we will do what we can to help you pursue it.

If it arrives damaged

Records and sleeves travel in stiff card mailers chosen for the purpose, but a parcel can still be crushed in transit. If yours arrives damaged, photograph the parcel as well as the item, before you throw the packaging away, and write to shop@jefferochan.com within seven days.

The photograph of the outer packaging is what lets us claim against the courier, which is why we ask for it. You are not out of pocket either way — the Returns and Refunds Policy covers what you get.