Please understand that once we hand the package off to the post office, what happens during transit is out of our control.
If you did not purchase tracking, unfortunately, there is no way to check where your package is. Do note that packages can take up to a few months if held by customs. Unfortunately, we not responsible for packages lost in transit and will be unable to provide any refunds in these circumstances - please purchased tracked shipping if you want a peace of mind.
If your package is returned to us, we can either help you reship it, or give you a refund minus the shipping and a 10% restocking fee. If your package was shipped because it qualified for free shipping, the shipping fee will be deducted from your order total.
If you purchased tracking (insurance included), please track your package through Hong Kong Post with the tracking number provided.
If there are any problems with your tracking, please contact your local post office, as they usually have more information than we do, and will be faster for you to contact them directly.
We can also help you file an investigation on our end, but this generally takes at least 2 months, as Hong Kong Post has to go through the International Postal Union to contact your local Post Office, and the back and forward communication takes a long time.
What you can do:
- Check if your neighbours / concierge / family member accepted the package on your behalf
- Packages may be held up at your local post office
- Packages may be held up at your local customs border
- Contact your local post office to help you locate it
You must contact us within 16 weeks from date of shipment with your tracking number in order to facilitate a refund / reshipment. We are unable to facilitate any refunds after this period of time, as insurance claims for lost packages can only be filed up to 16 weeks of shipping out the order.
As always, we also recommend reaching out to your local post office directly to see if they have any information regarding your package before contacting us.
REFUND & CANCELLATION POLICY
Cancellations are accepted within the first 24 hours of purchase, as long as your order has not been shipped out yet. Otherwise, all sales are final and we do not offer returns or exchanges. Please email firstname.lastname@example.org if you need to make a cancellation.
Please note that there is a 10% processing and restocking fee charged for all cancelled orders.
To request a cancellation and partial refund, please send an email to email@example.com with your full name and order number. We will check the timestamps to see if the cancellation is eligible, and then process the 90% refund.
ORDERS CANNOT BE CANCELLED AFTER 2 HOURS OF BEING PLACED.
Custom orders, pre-orders and orders placed during a sale or at a discounted price are not applicable for cancellations.
Refunds will not be made in case of mail lost in transit by postal services if you did not purchase tracked and insured shipping.
In any case of dispute, Poroful will have the final decision.
RETURNS & EXCHANGES
All sales are final. We do not accept Returns. Please read over any item descriptions, dimensions, and grading guides carefully before purchasing.
We may accept exchanges for other shop items of equal or lesser value on a case-by-case basis, as long as the exchange is requested within 10 days of original order delivery. Customer will be responsible for all costs related to the exchange, including paying any shipping costs to & from our shop. Please contact firstname.lastname@example.org with your name and order number to request an exchange.
Exchanges may be determined on a case by case basis and we reserve the right to deny any exchange requests.
We take quality very seriously, and only want the best for our customers. We inspect every product thoroughly. before shipping them out, but we are after all human and it is possible a defective product slipped passed us. If you received a defective product, please contact us at email@example.com with your order number, a photo of the product, and we will make it right.
Please send us an email within 2 weeks from the date of delivery, as any time frame after this will be considered as wear and tear and not subject to a replacement.
Upon placing any order on our site, it is assumed that the customer has read and agreed to our shop policies. In any case of dispute, Poroful will have the final decision.